Handle Customer Meltdowns Like a Pro with These Quick Solutions

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must get this.

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How do you deal with clients when

they suddenly come to you and go, Hey.

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The phones have stopped ringing.

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is there like a internal strategy that

you guys have to mitigate a customer

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who's in full on meltdown mode?

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So here's my advice to agencies.

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Number one, and I'm so afraid of

saying this because know this is

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going to be thrown back at me.

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We should be the first one saying it.

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it depending on the client's spend.

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if they're not spending a ton, the

longest period of time that will go

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without looking at a count of three days.

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So if you're spending, five grand

a month, it's probably a three

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day check in because there's just

nothing you can do between that.

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You have to have time to build up, right?

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So every three days

we're going to jump in.

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And if we notice a downtrend, especially

if it's distinct, what I want my

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team to do is just reach out and just

be like, Hey, James, I saw a drop.

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Probably not a big deal, but

I'm going to keep an eye on it.

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if you're an agency or an agency owner

or a client manager, That alone is the

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thing that will build trust and maintain

trust of the client for a millennia.

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And what sucks for most agencies

is most of them are doing the

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work, but they're not communicating

that they're doing the work.

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So they actually are going in and

they're going, Oh, you know what?

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That's a drop.

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That's interesting.

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It's probably just, The,

a trend or whatever.

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I'll come back and I'll

look at it in three days.

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But then the client sees it the next day.

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They're like, Oh dear

God, what's happening.

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And now the next words that you

say are the most frustrating words.

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I know saw it yesterday.

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It's not a big deal.

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and either, if when you saw it

yesterday, you didn't tell me

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like, I'm now I'm mad, or I think

you're lying and you're trying to.

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Pacify me because anybody who

sees that downtrend is there.

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I rate at that point.

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So for agencies, number one,

get out ahead of it and be the

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one that brings up the problems.

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So many, especially younger agency owners.

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They think that if they can hide from

the problems, that's not your job.

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Your job is to bring the problem and

then sit and watch it with the client.

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And you're like, Hey, we're going to

have to take care of this together.

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And that's all the client wants from you.

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They're not going to

blame you for the problem.

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If you can make a reasonable case,

as long as you didn't cause it.

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So that's number one.

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Number two is anytime a client comes

to you and says, Oh, things are down.

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Everything's horrible.

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The world's on fire.

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my initial reaction used to be like,

calm down, which is the wrong word.

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the real key I think to life

is complete and total empathy.

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And it's, this looks really bad.

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I agree.

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Look at what they're looking at

and respond to what they're looking

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at the way that you would respond

to it as though it was yours.

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So they'll be like, my sales are in half.

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And you look at that and you're

like, Oh yeah, I see that.

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You're absolutely right.

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and man, if my sales got cut

in half, I'd be freaking out.

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Let's dig in this together.

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And then it's, Hey, you know what?

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I think we should actually stay calm.

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We don't want to make

any big rash changes.

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Let's go figure out why this is, but

trying to jump to logic right out of

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the gate, I think is a flawed model.

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I think it's empathy first.

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I agree if I were you and then

you get to, now it's not you and I

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across the table from each other.

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I cross over to your side.

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We lock arms together.

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We're buddies and we're like,

going to go tackle this.

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And I realize that feels a little

touchy feely, but I just think it's

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so important to stop and to, Put

yourself in the other person's shoes

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and realize, man, this for me is a job.

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I'm managing one account.

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I've got 30 accounts on my slate and

I've got another call in 29 minutes.

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For this person, this is their livelihood.

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Let me just stop for a

minute and say you know what?

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This would freak me out too.

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and I'm going to get to the

bottom of it and then do that.

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that's the other thing is

actually do the damn job.

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That was such a departure, dude.

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I'm so sorry.

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I didn't mean to get on like a weird

soapbox to Liliquid, forgive me.

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No, don't worry at all.

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I think, I go off on

tangents all the time.

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So I'm the worst person for that.

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I had an idea when you were talking

about all the things that could

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go wrong to kill your conversions.

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one of them that's come up for us often

is, people starting to bid on your brand

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traffic or, not just your brand name,

but the names of your products and you

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don't realize it, And so you're doing

all this amazing awareness building.

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And then I sneak it, which is

something I do, by the way, I'm

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not telling you it's a bad thing.

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I actually think it's a great.

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Doesn't it?

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Who doesn't do that?

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That's exactly what you're not doing it.

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You're flawed.

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Yeah.

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but somebody sneaking in and scooping out

your bottom of the funnel traffic, and you

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don't even realize that they're doing it,

but that's the sort of thing you'd pick up

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again, doing a visibility check, looking

at your Google, your front page of Google

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and making sure you do that as well.

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Not in like your browser, just

so you're not getting served

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the personalized results.

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if you want to be real sneaky, if you're

bidding on somebody else's brand, go

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figure out where their corporate offices

and exclude their corporate, exclude

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that geography from your campaign.

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And that way, if they're

being lazy about the way they

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check, they'll never know.

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Oh, that's mean.

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Yeah, straight up.

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I don't know who would do such a thing.

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That's fantastic.

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that's one of those

things you would identify.

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I'd like to think you'd identify

and just being familiar with your

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AdWords account would pick that up.

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for most people.

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but yeah, Google is going to

show you auction insights.

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It'll show you who's bidding on

it, but if you're not bidding on

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name, you don't get that data.

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This is not as relevant, but, you

mentioned if somebody comes in

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and, price matches your product,

or they have a bitter image.

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this came from a friend of

mine who sold memory cards.

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He sold more money in memory cards.

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For two or three years than

anybody else in the world.

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He was like the primary, the

number one memory card guy.

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he was the biggest buyer from

like the whatever plant in

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China makes the memory cards.

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The thing about memory cards is a

memory card is a memory card, right?

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Like the value proposition is very slim.

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You're going to have a hard time

convincing me like my plastic

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is actually more durable.

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And so the thing that he did that

I thought was absolutely brilliant

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is he would put random ad hoc stuff

on the memory cards, like recipes.

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And so now you're, it's okay, I need

a 32 gig memory card and I have two

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and they're the exact same price,

but this one has, like every Martha

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Stewart recipe ever made or whatever.

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And it's, and so as weird a departure

is, that is one thing that I think

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e comm store owners should do is

supplement with digital products.

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if you're selling a barbecue grill and I'm

comparing your grill to 15 other grills

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and they're all basically the same price,

but you've got a four hour masterclass

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from the guy that just won, barbecue off,

: 2023

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Like it would cost you to be like, you

call up that guy who's a local celebrity,

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but it's not like he's a billion dollars.

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And you're like, Hey man, if I pay

you a grand, can you just record a

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video using whatever product this is?

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And, or I'll send you a free

barbecue grill or whatever.

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And now when I'm comparing barbecue

grills, It's Oh dude, I get that.

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And I get the masterclass.

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And I think you do that.

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I think you do that

for mechanical pencils.

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I think you do that for cell

phone, like just give them a

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tutorial, how to, or whatever.

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And now that bundle becomes a

category of one and you're no

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longer competing only on price.

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enhancing your offering, in a

way that would be difficult for

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a lot of people to match as well.

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Dude, the cost of delivery is

absolute zero and it's a little bit

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of relationship building and you

just got to edify and credentialize

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the person that you're using because

there's some brand building there too.

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So many influencers would do that

for free just because now they're

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going to get the brand awareness.