Sometimes you can be in the process of trying to tell a client that their idea simply won’t work. Be it a flimsey campaign idea of extra design element that you know through experience will not work and produce the desired KPIs for a client project. You can even show the client links, articles and examples of why their idea will fail to deliver results. However, if this is potential or existing client they are likely to go elsewhere, to a company willing to follow their every word without consideration – I have come across web companies who will do this.
Recently an existing client came to me asking why his site isn’t showing up when people search for a particular long tail search term. Now, his existing site used a pretty awful content management system that didn’t even allow him to set his own pages titles or meta descriptions. Furthermore, he was lacking inbound links, which people ranked above him did have. This all sounds simple and straightforward but even after I had explained (in quite clear and non technical langauge may I add) the merits of good SEO and one page content the client simply wouldn’t accept this as a solution. He had his own short term and less costly solutions – basically revolving around the the idea me resubmitting his sitemap page to all the major search engines each day. I’m not debating that submitting a sitemap isn’t a good idea, because it is. However, the client’s main KPI for this project was increased site enquiries.
After much discussing this we had both come to a bit of an awkward silence – not a good thing if you’ve ever experinced this in client meetings. For some reason I remebered back to my unoversity days where I had read something about split testing (or A/B testing) – where you can turn a negative situation into a positive one.This is quite a delicate situation to be in as it can damage your client relationship quite quickly.
The idea was to use the client’s idea for a period of time and my idea for a period of time. At the start of this I would install Google Analytics (I was tempted to use Google’s website optimizer, but decided against it) and let the statisitics do the talking – as a no one can argue with statistics.
This method has been very useful previously when demonstrating the merits of creating a dedicated landing page for Google Adword campaigns, but can be used anywhere if you’re willing to a little bit extra.
This method is beneficial for the following reasons:
- The client’s idea are being dismissed as wrong (however right you think you are)
- You are showing the client that you care enough to demonstrate your ideas
- Occassionaly the client will back down as soon as you explain your plan of attack
- It prevents those awful awkward silences
- You have a real world example to use in your other client meetings
- You are speaking the clients language in that you are demonstrating how your actions lead to increased conversions
- You are being direct, which I personally think is alwasy a good thing – as such statistics are often a huge eye opener for clients
- If and when the client comes to the same conslusion as you, they won’t blame you
There is always the arguement that the client is the client and that it’s all business at the end of the day. However, I personally pride myself on doing things properly. Others will say just get on with, do what the client wants and forget about it – you can only offer your opinion. This is a good point but can still damage your client relationships when they return later on and you need to charge them again. It all depends if you require long or short term client relationships – as they are definately an investment.