SEO Client Retention

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This topic contains 15 replies, has 1 voice, and was last updated by   Peter Wootton .

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  • #8864

    Kate Gordon
    Member

    How to retain a client, when he asks for a refund after receiving his month end report?

  • #8865

    Peter Wootton
    Keymaster

    Ask why he wants a refund. Did you make promises you couldn’t keep? If not, then he shouldn’t get one.

    • #8866

      Peter Wootton
      Keymaster

      Promised him 3 post in a week, but I posted only two times.

    • #8867

      Peter Wootton
      Keymaster

      Why didn’t you post for a 3rd time?

    • #8868

      Peter Wootton
      Keymaster

      I forgot.

    • #8869

      Peter Wootton
      Keymaster

      Try grovelling and offer him extra for free next month, and don’t miss the deadline again.

    • #8870

      Peter Wootton
      Keymaster

      Also, I don’t want to sound patronising because being organised is damned hard… but use a calendar to set the tasks and stick to them. If you set a reminder there’s no way you’ll miss the content creation days.

    • #8871

      Peter Wootton
      Keymaster

      Which tool you are using for reminders?

    • #8872

      Peter Wootton
      Keymaster

      Google calendar, phone alarm…

    • #8873

      Peter Wootton
      Keymaster

      Mark it as lesson learned – you promised XYZ, and only got XY, you broke your service agreement – he’s not in the wrong to ask for a refund.

      The thing is that we work in an industry with a bunch of people who are looking to scam business owners. If he can’t trust you on 3 posts per week, he can’t trust you on larger / bigger projects.

      I’m not entirely sure how long ago he asked for the refund, etc. But if he did it a few days ago – you’re kind of out of options at this time.

  • #8874

    Peter Wootton
    Keymaster

    Tell him you will have to undo your work.

    • #8875

      Peter Wootton
      Keymaster

      No, I’ll convince him.

  • #8876

    Peter Wootton
    Keymaster

    Show willing. Apologise. And throw him something for free. You’ll learn and he will appreciate it.

  • #8877

    Peter Wootton
    Keymaster

    Wow. You’re not doing business well.

  • #8878

    Peter Wootton
    Keymaster

    What? No, do not throw something in for free!! First – don’t promise stuff you can’t or won’t follow through on. You should always under promise and over deliver. And it is your responsibility to find ways of keeping on deadline. You do owe him a refund on the article you didn’t deliver though.

    Did you sell the value? Does your customer have clear expectations of your SEO campaign? It is not a sprint to the finish line and does not happen quickly. It’s a long ass marathon that takes time, hard work and a lot of dedication.

    Why are you posting 3x per week? There is no proof that says posting more than once every 4-6 weeks improves your rankings. I post once every 3-4 weeks on their site and once every 3-4 weeks on Web 2.0 properties and it works. Just make sure the content is high-quality, relevant and authoritative.

  • #8879

    Peter Wootton
    Keymaster

    I have a no refund policy that I explain before anyone starts services with me. They have to agree to a minimum 6-month term, and I explain why. But all that doesn’t matter much if you don’t deliver – all bets are off!

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