How do I handle a client demanding a refund for 'bad ads'?

Refer to the 'Management Fee' vs. 'Ad Spend' distinction. Explain that while ad performance varies based on market conditions, your management fee covers the professional labor, strategy, and optimization performed, which cannot be refunded.

What if a client calls and stays on the phone for an hour complaining?

Use a 'hard stop' technique. Start the call by saying, 'I have a hard stop in 15 minutes for a campaign launch, but I wanted to make sure we addressed your main concern quickly.'

Should I apologize if a campaign doesn't hit the expected ROAS?

Apologize for the 'frustration of not hitting the target,' but do not apologize for the results themselves if you followed the agreed-upon strategy. Marketing involves testing, and not every test is a winner.

How can I handle calls after hours without burning out?

Use an AI answering service like SkipCalls. It can filter for actual emergencies (like a site going down) and book non-urgent concerns into a 'Performance Review' slot on your calendar for the next day.

Complaint Handling Scripts

Complaint Handling Scripts for Marketing Agencies

In the fast-paced world of digital marketing, one missed call or poorly handled complaint can cost you a $10,000 monthly retainer. These scripts are designed to help your agency maintain professional control when clients are stressed about campaign performance, missed deadlines, or ad spend issues.

Receiving an Initial Complaint about Lead Quality

Use this when a client calls frustrated that the leads from a $5,000 monthly campaign are 'low quality'.

I hear your concerns about the lead quality, and I appreciate you bringing this to my attention right away. To make sure I am looking at the same data you are, can you tell me which specific leads from the last week did not meet your criteria? I want to pull up the CRM and the ad sets immediately to see where the disconnect is. Our goal is to ensure your $5,000 spend is hitting the right target, so let's look at the lead forms together. I am going to review the targeting parameters and get back to you with a pivot plan by 4 PM today.

Tips for this scenario

-Avoid getting defensive about the creative or targeting strategy initially.
-Ask for specific examples so you can troubleshoot the actual technical data.

Common Mistakes to Avoid

!Answering the phone while in the middle of a complex Facebook Ad Manager setup and sounding distracted.

!Using jargon like 'CPM' or 'Attribution Window' to explain away a client's loss of actual revenue.

!Promising a 'guaranteed' ROI or ROAS over the phone just to get a frustrated client to hang up.

!Not having a dedicated line for client emergencies, leading to important $20k project calls going to a personal voicemail.

!Waiting too long to return a call about a paused ad account, which makes the client feel like their budget is being ignored.

Complaint Handling Scripts for Marketing Agencies

Receiving an Initial Complaint about Lead Quality

Tips for this scenario

Common Mistakes to Avoid

Explore SkipCalls

Pro Tips

Frequently Asked Questions

How do I handle a client demanding a refund for 'bad ads'?

What if a client calls and stays on the phone for an hour complaining?

Should I apologize if a campaign doesn't hit the expected ROAS?

How can I handle calls after hours without burning out?

Stop Losing $10,000 Retainers to Missed Calls

More Resources for Marketing Agencies