Kaizen Sigma’s Post

View organization page for Kaizen Sigma, graphic

87 followers

In the dynamic world of digital marketing, expectations can be as volatile as cryptocurrency prices. Allow me to share an episode that unfolded at Kaizen Sigma, revealing nuances that both agency owners and clients can learn from. (3 takeaway lessons at the end of this post) We had a client—let's call him "The Apprentice"—who was keen on understanding Google Ads, not just outsourcing it. A noble endeavor, sure. The contract was signed, including a section detailing our duties on Google Advertising Optimization. The Apprentice wanted to run HIS OWN parallel campaign. Something we don't normally do (and this scenario is a classic example of why), but flexibility is a hallmark of a good agency. ...So, we agreed, even though our contract didn't explicitly state we'd be offering Google Ads tutorials. Like clockwork, the lines between 'guidance' and 'instruction' blurred. Our Ads specialist found himself in hour-long sessions, transforming from a G-Ads Specialist to a full-time mentor. Time is money, and this level of involvement was affecting other projects. The Apprentice was unimpressed when we mentioned additional fees for these extended coaching sessions (in fact, he was upset we had the audacity to even ask). He argued that we hadn't fulfilled our original duties, pointing to the very section in the contract that we believed we had honored—by running our separate, well-optimized campaign. Ah, the irony! 😵💫 So, what did we learn? Firstly, flexibility is a virtue, but CLARITY is a savior. In an industry where time is finite, defining the scope of work can't be overstated. Know your services, set your boundaries, and make them crystal clear—whether you're the client expecting specific results or the agency defining its deliverables. Secondly, communication is the lifeblood of any successful project, but it's only effective when it's a two-way street. Both parties felt they were fulfilling their end of the bargain based on their understanding of the agreement. Listen, it's easy to think you're on the same page when, in fact, you're reading different books. Ask questions, seek clarifications, and...DON'T ASSUME—whether you're the agency trying to decipher a client's needs or a client interpreting service offerings. Lastly, never underestimate the power of a well-drafted contract. The Apprentice wasn't wrong to seek value, but his understanding of what was contractually owed was, let's say, divergent. And here's where a contract can save the day. It's not just a bureaucratic formality and red tape; it's the rulebook of engagement. This wasn't just a lesson in client management or contract drafting; it was a reminder that the world of digital marketing is not just about numbers and algorithms. It's about people, expectations, and the delicate art of managing both. Mastering this art is the difference between a campaign that soars and one that sinks faster than you can say "Google Ads."

To view or add a comment, sign in

Explore topics