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Aggressive Google Account Reps
Has anyone ever had issues with an account rep who becomes problematic in agency client relationships?
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1 Reply
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Yes, constantly. Unfortunately most of the lower & mid tier account reps are outsourced to a few contract companies (TTEC, Teleperformance, Regalix) and due to the way their performance incentives are set up they can be very inappropriate with clients.
One situation I dealt with a few years ago made it into Search Engine Roundtable: https://www.seroundtable.com/amp/google-ads-agency-bad-28018.html
After that, I heard from lots of agencies that other reps did similar things going around their back and blaming agencies for bad performance.
My recommendation is to get those troublesome reps off accounts as soon as possible. Tell them you or the client don’t want to be contacted.
I used to get 10+ calls a week from Google reps. I don’t get any, anymore, except from US based AGT (accelerated growth team) reps.
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I fixed it by getting a second phone and leaving the old number on my ads manager account ?
I also prep my clients by telling them “bad, overseas google reps will call you and try to get you to destroy your account performance and waste money. Tell them “my agency manages that, contact them”. Which the rep then does by calling the phone I don’t answer.
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lol yup
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Seriously I went through the process with an outsourced rep, he just wanted me to set everything to full auto. His results were insanely expensive clicks.
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I’ve had Google reps add me on whatsapp trying to sell me marketing services lol. Rule 1 of marketing, never use the recommendations. Google claims a ROA of 2x is fantastic. You can triple that number if you just sit back and ask yourself do I really want broad audiences? Am I protected by clickfraud? Should I invest in the alternative networks? ?
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Who hasn’t had this problem?
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I always open my calls with ” I’ve already done the recommendations in line with what my clients want are you going to help me outside the recommendations?” Nails the conversation down to “it looks like you have done a great job” or they get rude and push for other things which I’ve become a pro at saying no.
On the other hand just to keep things fresh, I got hit on by my last google rep. Flattery gets you everywhere and now I firmly believe I’m a top notch googler and no one is better then me.
Ain’t nobody gunna break my stride.
Side note. I only learnt google a few months ago ?
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I had something similar from an agent in TTEC.
Get the email of their manager and say that you’ll put in a formal complaint if the commuication doesnt stop.
Get the email of their manager and say that you’ll put in a formal complaint if the communication doesn’t stop.
I do feel bad for some of them, the majority have only a year or two’s experience, so not much knowledge, and they’re forced to be pushy salespeople. But it doesn’t make up for some of the appalling behavior of a minority in there.
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30+ calls a day from the same area codes, its crazy man. I also get 20+ emails a day as well
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Last one was basically ordering me to do all the recommendations and set them to auto apply, including display network (which was completely inappropriate, I explained why and he wasn’t interested in a debate).
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LOL
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I think that Google wants to squeeze agencies out of the picture with all the automation. After all If they don’t have to pay for our services all the money would go to Google.
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They are terrible, especially the third party reps
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Not only are they relentless… they all only have a shelf life of a few weeks before they’re canned or quit.
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Has anyone ever had a positive relationship with a rep? I’ve had two out of 30 or so.
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