How To Handle Customer Complaints – Tips From White Shark Media


If you run a digital marketing agency you will at some point have to deal with customer complaints. Thats just the nature of the business.

If you’re smart you will use those complaints to move your agency in the right direction. That’s exactly what White Shark Media has done.

Over the last few years White Shark Media, now one of the leading digital marketing agencies in the nation, has had to deal with several complaints.

Instead of allowing their ego to get in the way, they decided to take those complaints seriously and use them to improve their overall business.

Below we will share a few of the complaints White Shark Media has received as well as how they have handled them. The hope is you can use this information and avoid some of the mistakes White Shark Media has made in the past.

#1 – Improve Reporting Procedures

One complaint White Shark Media heard quite a bit was how difficult it was for clients to keep in touch with their AdWords campaigns. This particular complaint hit close to home as it showed just how inadequate their reporting system was.

This was very frustrating for clients as they were unable to easily reveiw reports.

To address this issue White Shark Media ensures every new client has a clear understanding of how their campaign works.

By knowing how a campaign works before it starts clients are more likely to know where to go to check performance.

#2 – Make Sure Communication Is Top Notch

This is Probably the most important lesson agencies can learn from White Shark Media. One Complain  White Shark Media kept running into is clients feeling as though communication was not good enough.

As a digital marketing agency, effectively communicating with your clients is paramount. Without it your agency won’t survive.

One way White Shark Media addressed this complaints is by offering clients monthly status calls. Each month the client will meet with their SEM strategist via GoToMeeting.

During the meeting the client and strategist will discuss results from the previous 30 days. The client will be able to see exactly what’s going on with their AdWords account and ask any questions they may have.

Another way they addressed poor communication is by implementing a new phone system with extensions.

This made it possible for clients to contact their strategist directly versus having to go through a receptionist which was also an issue for many clients.