PPCChat | Ways to Find Solutions in a Bleak Situation | 28th May 2019

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Hosted by Julie F Bacchini, this week’s PPCChat session discussed about “Learning to work around” and thoughts on overcoming roadblocks.

 

Q1: What is a situation you’ve found yourself in recently where you felt like you had to figure out something really difficult and/or something that seemed like a giant road block?

 

Only one? I feel like my whole career has been about this. But often it’s to do with tagging and reporting. Joining a client team where they already have a system and learning that system without proper onboarding.  often figuring out a client’s motivation for requests really is the hardest part. So many partners will be generally driven to biz results, but will ask for specific things or react to certain things based on personality, experience, etc @JuliaVyse

Learning Sprinklr for a client who requires using them for paid social. Been working with it since Jan and I’m still figuring it out. @Mel66

We recently had a massive spike in CPC and traffic at once, but were convinced the 2 scenarios were unrelated, and spent roughly 20 hours digging to prove it, and another 20 hours to find out why. Nothing else could be done, until confirmed… @JonKagan

My analytics knowledge is weaker than the rest of my knowledge so when I’m presented with a challenge in Analytics, I often need to reach for help. That and figuring out 3rd party platforms when clients are using unfamiliar ones. @amaliaefowler

Whenever you work with someone new who has a different process or structure. The learning curve to make sure their needs are met can be longer vs. normal account work. We all work with folks that range from no idea to expert on accounts. @lchasse

For me, while doing white label work (working under someone else’s umbrella as “part” of their company) and not having direct client contact to ask questions and/or head of things that I know will be problematic. @NeptuneMoon

For me, it’s been non-paid search activities. Trying to keep everything updated – WordPress, server, etc. Really need to find another solution for these projects. @mikecrimmins

Picking up work in a new industry/niche. Figuring out the vernacular and the motivation behind searches is always a challenge. @robert_brady

But it was a good opportunity to reevaluate our campaign structure and try a new CBO strategy i pieced together from a few different blog posts. Early results are promising, and CBO is much more fun than last time I tried with less knowledge. @PoppaReese

Building a fashion brand from scratch when their business is mostly wholesale right now. @duanebrown

 

Q2: When you run into something that seems impossible or there is a major road block in your way, what do you generally do?

 

Google. Ask around the office. Tap into this network. A lot of the time I can find someone on who can at least point me in the right direction. If I end up with something being a repeated problem, I know there is either a hole in our process, hiring, or my education that needs to be filled @amaliaefowler

I like to first see if I can solve the issue. If I can’t, I’m finally learning to delegate to someone internal or external. @mikecrimmins

Ask. For. Help. Do not remain silent. Ask others if they’ve dealt with it. Ping an expert in the subject. Find a person who knows how to guide you. @JuliaVyse

Take a deep breath. Then set about trying to break the issue down, if possible. Looking for answers to the pieces and definitely seeking help and advice from others when I’m just stuck.  I think that asking for input from others and/or if they have experienced what you’re currently experiencing is really helpful. Lots of times someone else has already been through what is new to you and can offer insight and ideas! @NeptuneMoon

Figure out what I know, what I know is true and what past experience can help me at least pick a path, test and learn. @duanebrown

I ask of course! I usually do a search to see if the answer is out there. Seems like I do this a couple times a week even just to try and find an easier way to accomplish something. @lchasse

I usually start with google. Then tap into a network of peers. @Mike_Jarmz

Ask around my office to see if anyone else has ran into this problem/has a good solution. Google & Twitter as well have been great. @DarthSamK

One thing I try to NOT to do is open research on the web. I end up overfilling my buffet plate. I deliberately look for old bookmarked URLs, notes & even books so I can concentrate on how problem has been solved in past. @heyglenns

After I begrudgingly turnover every stone, I ask for…help. Usually some brain fatigue is the problem. When my help can’t figure it out, I come to and grovel. @JonKagan

When I was at a big agency I would often call Google – we had good support, but now that I’m on my own not so much. I do find it’s good to call to show client you’ve explored all avenues. @FindingAmanda

Start breaking down the road block into smaller, more manageable tasks. From there I can start on what I can accomplish and get help on the others. @jdprater

I like to white board my thoughts and figure out exactly what it is I need to find/figure out first and take it one step at a time. @kaydarcc

Google it. Step away from the issue to rethink it. Ask peers what they would do. @ValenciaSEM

I like to take my dog for a walk, come back to the problem with a clear head, and then isolate for the biggest factor in whatever I’m trying to solve and go after that. Depending on what I’m trying to solve, the 5 Whys is a great tool too. Big thanks to who talked about it on a PPC Hero webinar several years ago. It still sticks with me! @PoppaReese

 

Q3: What is your biggest road block or “in need of a workaround” frustration right now?

 

Right now the largest road block is getting tracking phone numbers approved (and to stay approved). Every step of the way seems to be more difficult than it should be. @mikecrimmins

ATTRIBUTION! @ValenciaSEM

When support sends me an email every day, saying they need another 1-3 business days to research the issue…for 3 weeks. @JonKagan

Getting the correct data to show up in 3rd party tools. Mostly reporting tools. @Jturnerpdx

A very high-touch client. We see a report at the same time monday am. Conversions are down. 30s later I get an email asking why conversions are down. I don’t know, but now I’m full of adrenaline trying to find out + all other tasks are derailed. @JuliaVyse

Dealing with Facebook ads being disapproved. It seems like things changed overnight and accounts that were running great are now getting completely shut down + FB Support is (still) truly terrible. @DarthSamK

I have an excel problem that I keep forgetting to email about, but other than that definitely the platforms taking forever to fix issues. Honestly? Delegation is also a huge roadblock for me. I need to give more tasks to other people and trust they will get them done (I’m in management so this makes sense v.s. not being in that role and giving tasks away!) @amaliaefowler

 

Q4: How do you handle it when a platform (I’m looking at you @facebook) goes down for a day or more?

 

Pray that clients have diversified ad campaigns tbh. We try and stress the importance by citing times that has happened though, making sure clients understand that these platforms don’t need to consult anyone before making major changes/going down. @DarthSamK

I start out optimistic that the issue will be short-lived. When it drags beyond a half day, with no concrete information about when service will be fully restored, I email clients to let them know the situation – starting w/ those expecting new things to be done. @NeptuneMoon

Tell client and keep working on other platforms. Not much we can do beyond that sadly. Luckily we’ve not had it as bad as other teams. @duanebrown

If it’s down for a half day, we draft an email to our clients who are on facebook and I get account managers to send it out detailing what’s going on, and emphasizing its out of our control. @amaliaefowler

Stay out in front of it. As soon as you recognize that’s happening reach out to your client saying you’re working with reps doing everything you can but the platform is down. Let them know you’re fighting for them. At a former agency we had account anomaly scripts running for large clients. It’d trigger an email anytime something was a certain % difference from the average. Helped us get in front of broken pages etc. clients understand issues. Let them know and be a PARTNER. @markpgus

Start dreaming of ways to move budgets to more reliable platforms. @mikecrimmins

I attempt to get that information out to all stakeholders as quickly as possible and be very straight forward with how this will adjust expected results and offer other channel options to attempt to make up the gap. @Jturnerpdx

Had a time when I couldn’t add a CC to a linkedin account – I kept copying and updating the client with all of my communications to the platform. @armondhammer

Inform the client and keep them updated on the issue. Always best to hear it from you first. @ValenciaSEM

Usually if it is a system down issue, just let my clients know what is going on. I will work on other work until things come back up. @lchasse

I calmly notify the client, then I estimated missed control of spend, and missed estimated return, and go to my reps and indicate I need a credit for that, or that amount will be deducted from their budgets and spent on their competitor. @JonKagan

 

Q5: I know a lot of you have been really frustrated with the level of “support” that seems to be providing these days… how do you work around that?

 

Thankfully it is my best platform and I have a lot of knowledge and can help my specialists with the workarounds they need. If I’m stuck, I reach out to you guys. If I’m still stuck, I email my one Googler I rely on. @amaliaefowler

This is me! Spend a lot more time trying different solutions, doing research and reaching out to others in SEM. @mikecrimmins

I try to keep myself informed as much as possible, and I try to have regular touchpoints with my google agency team (verticals are different). If they know I want to be a good partner, they often will reflect that back to me. @JuliaVyse

I have to look for answers somewhere else since Google is much less helpful than they have been in the past (saving $$ I guess). Thankfully we have this great community and there are other folks around who have seen a similar issue before to ask. I also find that I will ask any “good” reps I have on another account and they tend to very helpful. Google does have some smart and good folks working on accounts still.@lchasse

I find I am generally letting clients know that Google Ads is just taking longer to help me get things fixed when it is something that is on their end. And, that investigations into whether it is “on their end” are also taking longer lately…@NeptuneMoon

Honestly, accept it and hope that Google gets dethroned sometime soon. But other than that, other PPC folks, Reddit, blogs, Forums, and on and on. @Jturnerpdx

I ONLY call if I have to. Getting access to GMC for new Ecom client as an example. Try to lean on our Google AMs more. @duanebrown

I use machine learning to get the best results out of reps. @markpgus

Having a great rep helps. Outside of that, I’ll try to find a workaround myself or hit up PPCChat on Twitter @ValenciaSEM

I keep a rolodex of every Googler I’ve ever worked with (and not permanently pissed off), and then I start calling them direct, and begging. This is then followed by sourcing answers on if it isnt a unique UI issue. @JonKagan

(knock on wood) we haven’t experienced major problems with platforms lately. First thing we do with an anomaly is retrace steps to see if it’s anything we did. @heyglenns

Unlisted number.@armondhammer

 

Q6: Do you build any time into your projects/contracts/regular schedules that assume there will be some time needed to deal with “nonsense not of your doing”?

 

I definitely build in time for this on a monthly basis. I don’t know specifically where it will come from (platform), but it has been regularly occurring for long enough now that I build in time for the inevitable” issue not of my making” time. @NeptuneMoon

I don’t but I should! I feel thats where our expertise comes into play and its part of our job to deal with. @ValenciaSEM

I wouldn’t say that specifically but with KPIs/time/everything I apply what I am going g to name right now the “Oh Shit Buffer” where things don’t go 100% as planned. @markpgus

Yeah, but not nearly as much as I should and sometimes (well more often than I care to admit) leads to a end of month scramble. @Jturnerpdx

We build in a buffer called “ad hoc” and put it in there. @JonKagan

Yes, I think you have to. Our time is limited and if you don’t build this into your schedule somehow, it can cause huge issues with your workload. You expect to have 3-4 more hours and then poof it is gone = ouch. @lchasse

I wish I did. It’s a super big problem for my work method (blocks of client time). It really can push things back / lead to late nights (usually the second). @armondhammer

 

Q7: What if your client (or team if you’re in-house) is the road block? How do you handle that?

 

We come to them (in a nice way), and show them the roadblock and indicate we cannot proceed until resolved. After the 2nd notification, we ensure their supervisor is aware as well. @JonKagan

You have to be honest. Document document document, and then let them know. @Mel66

Express my need in a clear format. If they are in the way, explain to them, in a carefully crafted way, what I need them to do to get out of my way. And, look for clarification on what they are looking for, since sometimes I get in my own way and want to blame others. @Jturnerpdx

I had a boss that shifted my perspective here. Don’t be frustrated By roadblocks. Accept them cheerfully and then communicate how the expected outcome would change. “Yeah we can for sure do X (wait another week, run an ill advised test) but expect y (bad results)  I think I sometimes get too invested and maybe a little combative with road blocks. Setting the correct expectations for the given circumstance lets them make the call instead of you. Let them take on the stress of the outcome doing things a certain way. @markpgus

Set up meetings. It always helps to get everyone in one place to help get past internal roadblocks. Stating the issue and how it could impact business tends to get everyone on board to fix the issue. @ValenciaSEM

You have to be honest and let folks know about the challenge. Usually if you frame it as a challenge so it does not sound like “blame”, any roadblocks can be worked around or at least acknowledged, so forward progress can be made (even if it is slow at first). @lchasse

Its been a while since we had to deal with this, but a recent hire at a long-term client has proven challenging. We are doing our best to educate him on our role and his need to change things for change sake. @ynotweb

This is where relationship building is so important. you need to have real, data-driven conversations about business practices and the real, actual way this process works. It’s easier if they trust you and you trust them. @JuliaVyse

Some people road blocks are insurmountable. If you have exhausted all roads and are still stuck, if may be time to let that client go…I will do everything I can to try to uncover why someone is being a road block. If I can figure that out, then act based on that info. If I cannot, I agree with to be very clear about everything and summarize it in writing, copied to all on the project. @NeptuneMoon

Find out why they are stopping what you need to do. Bring it all back to revenue and keep pushing. If you want to take some risk …..go AWOL and just do what you want. @duanebrown

Its been a while since we had to deal with this, but a recent hire at a long-term client has proven challenging. We are doing our best to educate him on our role and his need to change things for change sake. @ynotweb

 

Q8: Is there anything going on for you right now that you could use the power of the minds to help you get around?

 

Oh my god!!!! client is requested CRAY reporting, and GMP is sort of helpful at best. yes I would love help with that. And please, anyone/everyone, ask me for help. I’m here for you. i love you. i’m yours @JuliaVyse

Does help triple revenue and half the cost count? If you have not used this group when you get stuck, usually someone has an answer. #ppcchat folks are some of the best in the field as people and professionals. @lchasse

I like coming around to discuss new testing opportunities. @JonKagan

I don’t have anything but man do I appreciate this question. This is what makes #ppcchat special. Free flowing ideas and help from some of the brightest in the industry. Thankful for you guys helping me at times and hoping that I’ve been helpful to some of you too! @markpgus

Does help triple revenue and half the cost count? If you have not used this group when you get stuck, usually someone has an answer. #ppcchat folks are some of the best in the field as people and professionals. @lchasse

I appreciate validating with the #ppcchat community when I have posted. Mainly – have you seen this – anyone else getting that, things of that nature. Been a real help among other things. @marksubel

 

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