3 Things Not To Say To An SEO Client

By Duncan Heath

1. “I Don’t Know”

Let me just caveat this straight away and say that telling your client “I don’t know” is not a bad thing to do. It becomes very bad, however, when you use this phase in isolation and don’t follow it up with anything helpful. SEO clients tend to believe that you should know anything and everything about websites, the Internet and the Hitchhikers Guide to the Galaxy. Whether they expect more of their consultants than in other industries…I can’t say…but it sure feels like it sometimes.

When you are asked an SEO question that you don’t know the answer to, you should of course not try to wing it and make out like you do. This technique usually has two different variations:

1.)    Make out like the client is an idiot for not knowing the answer themselves as it’s so obvious, and shame them into never asking again.

2.)    Start talking gobbledygook about CSS, viewstate, algorithms and noindex commands until the client loses the will to live and moves on.

The best thing to do is admit that you’re unsure of the answer but you will find out for them and let them know as soon as you can. This will not only let them know you are honest, but that you want to help and you know how to find the answer. What more could a client want?

2. “That’s Just Google”

Most SEOs know that Google is heavily relied upon to provide traffic, often more heavily than is comfortable to be honest. Unfortunately, due to Google’s dominant market share we have to play the game and hedge our bets by focusing a lot of our time optimising for this search engine.

Whilst the Big G can be the provider great wealth, it can also take this away in a fell swoop with one or more changes to its algorithm. Largely speaking, if you play by the rules you should be okay, but we’ve all experienced in the past some drops in rankings or traffic that have come as a surprise and need investigating.

When this happens, possibly the worst (and most patronising) thing you can say to a client is “that’s just Google, sometimes it does that”. This is not helpful in the least and does not instill confidence in the client. They know that every effect has a cause, and if you don’t understand the cause then you will not be able to alter the effect. If you don’t know the answer, offer some possible solutions, but again tell the client that you will research the problem, get to the bottom of it, and work to put it right.

3. “But look at the traffic!”

Believe it or not clients aren’t interested in rankings. They’re not interested in links, and they aren’t even interested in traffic. So what are they interested in?

…Money…

A client pays you to do a job and they expect that job to provide more money to them in return. It’s very simple, and yet lots of SEO’s forget this, instead getting hung up on ranking number 1 for a big term or delivering 100 percent more traffic each month. If you are not making your clients a positive return on investment (ROI), there are no metrics in the world you can throw at them that will make them happy.

Author Information

Duncan Heath is a marketing expert working for a Tanda client, who specialises in offering solicitar credito (loan applications) in Mexico. He writes about all things web and client management.

Site Launch: PRBeam.com for $99 Press Releases

Yesterday, I launched my newest Web site, the first HTML/CSS based site I’ve designed in several years. I decided not to use WordPress as my content management system for PRBeam.com, my $99 press release promotional Web site, due in part to some recent hackings that have taken place with WP.

Those problems are now behind me, but it left a bitter taste in my mouth. Besides, with HTML I can keep my six static pages in place and leave it at that. No temptation to add a blog post and dilute my freelance writing message found here. I’m still tweaking the site to make it render nearly the same to viewers across major browser platforms; it actually looks better in Chrome and IE than it does in Firefox. Go figure.

Of course, PRBeam.com is not an end to itself. I’m hoping that it translates into new business for me while allowing small business operators to find an experienced press release copywriter who can give them what they need for less. Under my current arrangement, customers will receive a newsworthy press release for up to 400 words and distribute it themselves.

And I’m advising these same customers to use a quality distributor and to disseminate their news carefully. SEO is certainly important as is targeting your news release to the right people. Print newspapers are fading fast, but many journalists have transferred what they do to the Internet. Those people may be interested in your news too, using your release as a jumping-off place for a fresh article.

So where is my own press release announcing my press release service? I’m actually going to wait until June to publish it so that I can tend to the needs of my customers first. Besides, if PRBeam.com is a raging success, I might want to tweak that $99 offer or add a distribution option. Stay tuned!