Global advertising corporation White Shark Media admits its had its fair share of complaints over the years. Companies are going to have complaints. It’s just part of the business. “The only thing that can be done is listening to your customers and trying to correct them,” says White Shark Media CMO Andrew Lolk.
Typical complaints include lack of communication from the company, phone calls unreturned, performance issues, inability to track adwords performance and having individuals over accounts that don’t suit the customer’s needs.
It takes a great deal of time to get a company to the point of having the fewest complaints, said Lolk. “We do our best to read over every complaint and address them until the customer is satisfied,” said Lolk.
White Shark Media has proven methods to ensure that all ad campaigns are conducted in a precise and professional manner. Keeping the lines of communications open is of utmost importance. In order to rectify the communications problem, GoTo Meetings are scheduled on a monthly basis to go over accounts with a fine-tooth comb and to ensure transparency.
Losing touch with an adwords campaign is unfortunate, but can easily happen. White Shark Media found that their own procedures was not helpful to smaller business that needed to view charts and reports.
To avoid this problem in the future, account managers are required to go over every aspect of the new ad campaign with the client.
White Shark is very eager to let current and potential clients know the changes they have made and they take all comments and concerns seriously.
“We’ve had our fair share of screw ups, but they have been a great learning tool,” said Lolk. “We are definitely a better company for it.”
The ultimate goal is to serve the customer. Both customer complaints and praise will be viewed to move forward in the most constructive manner.
Get more details by following these links below: