Client requesting detailed information

[MikeF0421]

Here's something new I just came across.

For those of you that are doing online marketing for your clients as well as web design, how detailed do you get in your reporting to your clients?

We typically give the client results oriented reporting each month. Things like web traffic, unique visitors, number of visitors that opted into their mailing list, where they rank for keywords we were targeting, etc. Stuff like that.

A client, who I feel we are doing a pretty good job for (page 1 of google for two search terms and page 3 for a third, web traffic up over 800%), has recently asked us for specific details on what we are doing as it relates to their search engine optimization. I'll be honest, most of our clients are very tech un-savvy. That is part of the reason they hire us. Let us deal with their online efforts while they concentrate on other areas of their business.

None of our clients have ever asked us for this.

We give our clients an overview of what our plan is for them and what we intend to implement, but we don't get into the specifics. They could care less. They just want it off of their plate.

Now, we have nothing to hide. We do not use black hat techniques. We aren't doing anything illegal. That is not my concern at all.

What concerns me about this client asking for what they're asking for is I think they are going to take the plan and run to their brother, sister, neighbor, friend, roommate's cousin who has "dabbled" in web design and online marketing and ask them to do it for a cheaper price. Then of course their buddy won't know what they're doing, won't do it correctly, and the client will never come back to us because "our plan doesn't work". Or the second thought is that a second web designer is soliciting them and telling them they'll do the same thing we are currently doing for them, but at a cheaper price. And maybe even have asked the client to get the information from us (Although that would be illegal. We sign a non-disclosure agreement with each client and also have them sign one with us.).

Would any of you give a client this information? And before you ask, no it is not outlined anywhere in our contract that we have to provide this.

[charmed]

You could charge them for the Plan. Tell them that you have a detailed "do it yourself" report for purchase to find out all the details.

[MikeF0421]

I was leaning towards doing that, but this person is just really bothering me for some reason. The email we received requesting the info was not very pleasant.

I know for a fact he is making much more money in increased sales than what we charge him on a monthly basis for our services. He needs us more than we need him.

I'm thinking about firing him as a client and just being done with it.

[mybrokengnome]

I think them giving the plan to a second designer is a valid fear. But I think that's something you run the risk of in this line of business. All clients eventually want the source code for something I develop for them, and obviously they can take that and the next version give it to someone who does it cheaper. If that person does it better and cheaper, good for them, if not I think typically people realize they screwed up and will think better about it next time or when their traffic goes from 800% above what it was to -100% or something. If you both signed an NDA, the worst thing that could happen is you sue the guy if thats actually what happens and you continue on knowing that' you're better at what you do that most everyone else because someone else tried your same business model and failed lol.

[MikeF0421]

I think at this point, I'm going to give him what he wants.

If he leaves, he leaves. I'll just prospect harder for another local business in his line of work and make sure they are kicking his arse.

[mommytoamandone]

I'd be interested in knowing how this goes for you, so follow up please!

[krikri]

Do not give them the details.

As a professional you have the right to protect your trade secrets. Your methods are your trade secrets.

Many a time, clients will get second opinion about how you are charging them. They may ask another quote and if they find it lower, they may switch service to another person. Whilst this is within their right, they need to respect their agreement with you. They have signed an NDA so they should abide by it.

By fair trade practice you can protect your intellectual rights by telling them the common things about your trade and not how you achieve results.

In the original contract, they are looking for results and not methods. Right?

So tell them, the outputs and just say you are using legitimate methods. It ends there.

[Yuliya Mironova]

Originally Posted by MikeF0421

I think at this point, I'm going to give him what he wants.

I would not, I think.

I see no reason why you should have to disclose your techniques.

Your clients are paying for the results, not for the underlying mechanism, surely?

You're surely more likely to keep him (or possibly lose him only temporarily until he finds out that an alternative service is less effective) by not disclosing, than by disclosing?

I know absolutely nothing about your business, I hasten to add, just in case that wasn't clear!

[MikeF0421]

Yeah I told him to go pound sand, in nicer terms of course.

We'll see what happens now.

The more I thought about it, the more I realized there was absolutely no good reason to give in to this client's request.

[Yuliya Mironova]

Good for you ... will be interested to hear an update, if there is one.