Ask anyone who has designed and built a high-class company from scratch and they will tell you that there are definitely times where there will be some growing pains. This is true in any endeavor, but it can be especially true when establishing a media company. One of the keys to survival is to build a company that has a good system for responding to customer complaints, reviews and even testimonials. The key is to be professional at all times, and White Shark Media has developed a good system to handle any issues that a client might have. Here are some examples:
1. Communication issues
At times, a media firm such as White Shark will have complaints where a client will indicate that there are some communication issues with the service. White Shark is first and foremost a consultancy agency, so this is an important issue to fix. In order to fix this White Shark implemented a system where there was monthly status calls with the amazing GoToMeeting software. By utilizing GoToMeeting, White Shark was able to illustrate to the clients a step-by-step process of where their advertising dollars go. They are able to display the AdWords account to the client and further strategize with them as well.
2. Campaigns Created on the White Shark Account
In the early days of White Shark Media, they had many campaigns that were created directly on their account. As they grew, this became a bit more problematic for the newer clients. In a nutshell, the new clients wanted a larger degree of autonomy in how they created and maintainted their advertising account. Today, White Shark has evolved and has a new policy where they allow clients to work on old accounts that have garnered a good track record of performing well in the past.
3. Phone issues
Some clients of White Shark have also raised the issue that the majority of their customers come primarily through the phone. White Shark was able to rectify this problem by partnering with Marchex in order to track each and every client who signs up with White Shark through a call tracking system.
White Shark Media has proven time and again that they are a fully competent consultant firm that can be a huge asset to your business. They know that the hallmark of any good consultancy firm would be to make sure that all clients are satisfied. Nine times out of ten they have good customer testimonials to back this up. But when they have a client difficulty you can be guaranteed that they will go the extra mile to provide customer satisfaction in every area.