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[00:00:00] So, I think what's important is for for you to really listen to what the client has to say first and not get defensive right off the bat. Um, listening to them, understanding where they are coming from is the first thing I do. Okay. um when clients are dissatisfied with the results for example um what steps do you do to take or sorry what steps do you take to rebuild that trust and realign expectations so I think what's important is for for you to really listen to what the client has to say first and not get defensive right off the bat um listening to them understanding where they are coming from is the first thing I do Second thing is I sort of like to take a little bit of a look at the overall picture. I zoom out
[00:00:53] a little bit and see what's actually happening and if there is merit to what they're saying. Um if there is merit to what they're saying obviously take the necessary steps but reassure them that you know whatever we had been doing was being done because that was what it looked like was important at that stage.
[00:01:11] However, Google Ads doesn't it's not a one-sizefits-all. It's not a one strategy fits all. So it could be that you know what you thought will work has not worked. So rebuilding trust needs to be on this factor itself that you're letting the client know that you're ready to make the changes necessary uh to keep the performance on track. And um
[00:01:33] the second thing which most likely is what happens is the client thinks it's not working out but it really is but it's just a short-term blip that's you know making the account look bad. So at that point in time, I I go all into the data mode. Like I'll go into analytics, I'll go into all of these different tools that we have, look at the business overall and see what's actually causing the problem, not just focus on that one week. And then I'd like to look at the
[00:02:01] trends that we've been trending so and so for, you know, so and so time. And then it's just this last period that's been like that. So based on all of those things, I like to make changes. And the the third important thing that I want to do or like to do is um make smaller changes that could uh help keep the client happy and at the same time have a positive impact on the account, not make changes to something that's largely driving the account. So that sort of
[00:02:29] keeps a balance between both where you're not ruining the learning and at the same time not disappointing the client. Right. Yeah, that's true. Okay, cool. um how frequently do you typically interact with clients and also how do you determine the right cadence for each relationship?
[00:02:52] So this again uh is something I discuss on the first kickoff discover call itself. Uh that's that's somewhere where I like to understand what the client is looking for. Do they want to talk every week or bi-weekly or monthly? Um and then if they prefer email communications or uh you know calls or loom videos. Um
[00:03:13] but the the cadence and the you know how I determine if the cadence is right is based on how complex the account is. Initially when the account is onboarded I like to have weekly calls no matter how small or big the account is. But as the days and weeks go uh if there is like stability in the account, performance is on track, it is really important to just like sort of you know make sure work is happening but there's not much to discuss every single week then I I let the client know that you know if if they're okay with changing the cadence to two week twice a month or something like that and it usually works out like that. So yeah, it depends on
[00:03:51] how complex the account is. And last lastly, if the account is really big, like it's huge and there's a lot of moving points every single day and week, uh then weekly meetings is the best thing to do. Yeah. Okay. Yeah. So you have the client manager who's connected to the client and then guards the specialist who's managing the accounts and then sitting on top of the dynamic duo is the head of uh the the team basically which is the strategist.
