Forum Moderators: phranque
It's Sunday morning and I received a phone call from a friend of a friend of a friend that I've never spoken to before. He owns a website and wants some advice on SEO immediately. I like to meet customers in person when possible on the initial visit to get a feeling about the customers wants/needs and to spot potential human related conflicts (expectations vs dreams) in advance but he insists and I oblige. I set myself up at my computer while we chat.
After loading up his site and starting the process of evaluating common avenues of improvement I noticed that his internal link structure is in need of CPR, some of the best content is up to 12 levels deep. I let him know that internal link structure will be a high priority and he disagrees, adamantly, and tells me not to use "special software" to look at his site, use my "plain eyes" only.
The bad vibes begin...
A few minutes later he's repeating that he thinks he has the best content on the net for his subject but it's not being treated fairly, he has the impression I can go to the sites that are keeping his down and "fix them - ie:Google, competition etc". His responses tell me he doesn't want his site touched, he likes it the way it is, and wants me to go about undermining other peoples sites.
The bad vibes continue...
I let him know clearly that I can help him with his site but that I don't provide the "nuke the competition" service he's wanting. He rants for 10 minutes while I dig around his site and having blown off some steam he relents, he wants the internal link structure evaluated.
There's a catch
He wants me to explain internal link structure issues to him so that he can do all the work himself. I try to keep the conversation professional and quote him a fee for 30 minutes of in depth internal link structure "how to" for his specific site.
He ignored half of what I said and intentionally misunderstood a good portion of the rest (he told me I was wrong on some aspects, flat out, but I didn't argue). I took a look at his site a moment ago and he's literally making a mess of things including renaming articles and changing their locations (uri's, not good) and doing things I told him should not be done (that he insisted should).
Part of me feels badly but I delivered what I said I would and given his pre-conceived notions on how to improve a site there's not much I could have done differently. Nobody touches his baby but him. He asked about where to send payment and I had the kneejerk reaction of telling him to forget the fee because it was friendly advice. The bad vibes stopped me from taking any money, at the end of the conversation I decided I didn't want to be obligated to him on any legal grounds.
Would you have done anything differently? Would you do anything now (call him etc) or would you wait and see how things turn out in a week or two? Perhaps he gets it right and teaches me something... on second thought, no, it's ugly.
He wasn't open to receiving advice but wanted to pay for it anyway = not the best of customers.
I'd leave him to it.
If you were to contact him now unsolicited and point out his errors, do you really think he would take it to heart anyway? He certainly didn't the first time around - and he was asking for the advice then.
Would you have done anything differently?
Thing is, you've got your jab in first. I've met more than my fair share of people like that, and they seem to be set on self-destruct mode all the time.
If you do a job the wrong way, even if it's what the customer wants, it can cost you in time, money and reputation. In this case, you were right to walk away, but probably wrong to continue the conversation after it became clear he was not going to listen.
Kaled.
However, there is another side to this story.
When I recognize this type of customer - as you did, about halfway through - you begin to separate yourself from the situation, and keep coming back to the facts:
- Here is what I see, and how I've been able to help people.
- When you are ready to listen (re-worded,) I will be here to help.
Some of them come back, more humble and willing to listen. Priceless. Don't give up on him, just put him on the shelf.
"You might have to undo some things I did yesterday".
I dislike working for friends and family, this experience reaffirmed that fact. Business lines get crossed, even if it's just me taking results to heart.
Glad he's toned it down but don't drop your guard. Stick to your guns, it will keep them on level ground with you.
