3d • General discussion
A Short Client Story
There once was a client in the remodeling niche, who did great work, had great reviews and had plenty of satisfied clients. He had an agency running everything, website, lead gen, GBP things were going great…
Then things went south!
His lead gen wasn’t working or so it seemed…
The client sent the agency owner an angry email, followed up with 3 angry voicemails and demanded they have a frank discussion about this. He was preparing to pull everything.
So, the agency owner scheduled a call for 9 am Monday morning, he rearranged his schedule to accommodate an angry client. He did some digging and found the problem. He gathered that intel on Sunday afternoon into a very detailed explanation, pointing directly to the problem and waited for Monday.
Monday at 8:55 he was on Google meet because the client liked Google meet, he waited 9:00am, 9:05 am, 9:10 am waiting. At 9:13am he went to use the restroom. While he was away the client popped in. When the agency owner got back 3 minutes later the client proceeded to berate him for being tardy. He apologized and said let’s discuss what is happening.The client said they were not getting any leads at all, that they were wasting their money, and the agency wasn’t doing their job.
HE RANTED FOR 11 MINUTES ON HOW BAD THE AGENCY SUCKED!
At this point he had about had a stroke.
Agency: “While I understand you are stressed about this and I empathize, I do not think A) you are thinking clearly or B) seeing the whole picture. I have done some digging and found a few things that may fix this”
Client: “GREAT SPIN AND UPSELL”
Agency: “If I may share my screen. I’ll show you some stuff. Can you see my screen?”
Agency: “What we are looking at is your ad metrics. In the last 30 days you have had 11,000+ clicks on roughly a $900 ad spend, from those clicks you have had 124 form fills and 67 calls, so 191 direct consumer actions. That is $4.70 per lead which is killer for remodeling lead gen.”
Client: “But they were shitty leads?”
Agency: “We’ll get to that. Now let’s look at the call logs. So you got 67 calls in 30 days. Do you know how many were answered? 3! 3 out of 67. Now lets look at followup from the form fills 124 form fills, all went to automation, roughly 30 replied to automated emails and/or texts how many followups from your sales team to those leads? ZERO. How many outbound follow up calls to them? ZERO. “
Agency: “So let me sum this up for you, 191 leads generated, calls answered 3, email, text responses 0 and follow-up calls 0. You have every right to be pissed off, questioning things, but you have directed your anger at us and we are over fulfilling our duties. So do you want to discuss fixes or do you want to fire me because to be honest, at this point having been berated by you for tardiness when I was here 5 minutes early, then the yelling and the general lack of business decorum. I don’t give a fuck which path you take… but I’ll work with you either way.”
The leads were rolling in, the issue was his 2 sales people weren’t answering the phone or doing any follow-up.
Client: “Hey man I’m sorry. I’m just super stressed. Can You send me this info? I have to go chew the right asses and maybe get a couple of new salespeople.”
“You will have it in 10 minutes. I want to add a couple of notes.”
Client: “Thanks. We will talk again soon.”
Moral of the story is not to let these clients railroad you, have metrics and data and if you are the problem fix it, if you are not don’t take any shit!
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A Short Client Story
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