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Marketing  Expectations Agreement

One of the greatest things about our job is that we get the opportunity to work with amazing clients like yourself. But, like with any great relationship, we believe it should be built on the foundation of mutual understanding and trust, which are spawned from clear expectations from the get-go. This way, you know what's to be expected of us, and we know that you understand what we expect from you as one of our trusted clients who we intend to work with for 10+ years.
24Questions
  • 1
    We utilize NPS to measure ourselves and how happy you are with our services and your campaign's results. We expect that you will fill out this quarterly survey and give an accurate rating on how we're doing. Don't sugarcoat things. The NPS Survey is a simple 1-10 rating on how satisfied you are with our services.
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  • 2
    Please take advantage of our monthly calls! Usually, around Month 7 is when clients stop attending these calls. This is a problem because we can't keep enhancing and being a first-mover in your market. Your consistent feedback allows us to make great decisions to help grow your law firm. If you give us an unexpected call, we may be in the middle of working on a few different projects. Can't attend these calls? Please delegate these calls to someone else.
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  • 3
    Bill & Andy have tons of content so that you can be up to speed on the latest legal marketing trends on a weekly basis. This is how you also get informed if we have any upcoming virtual & in-person events. If you unsubscribe from this email list, you will be missing all this! We have the option to opt you out for fewer emails a week, so please reach out to success@smbteam.com.
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  • 4
    As a service-based business, we do not offer "pauses" to your SMB management fee. If you have a unique situation, please email success@smbteam.com and we will help find a win-win solution.
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  • 5
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  • 6
    Our email response time is 2 hours as long as you cc success@smbteam.com. We have team members monitoring this email inbox.
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  • 7
    You are required to maintain professionalism in all interactions and communications with team members. Failure to meet this standard may lead to escalation to our executive leadership team, who will assess the next steps in our partnership.
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  • 8
    While members of your team may share their cell phone numbers, we ask that you focus your correspondence with us on email rather than text messages, so that we can more effectively keep track of discussions and feedback and to facilitate better coordination with the rest of our team.
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  • 9
    After investing millions in advertising and creating 6,000 campaigns, we've honed our process to boost traffic and effectively convert leads into clients. In most cases, sticking to our established method is the key to success. We'll consider exceptions on a case-by-case basis.
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  • 10
    If within your contract term you find that you are on to the wrong mix of services, we may pivot you to a different package or strategy tailored for your firm.
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  • 11
    We hire from within. With that comes promotions and delegation for our team. What does that mean for you? We are committed to only hiring the best of the best. Your account manager may change during your time here at the SMB Team. This (potential) transition has no impact on your program performance or the communication that you have with our team.
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  • 12
    Our agreements are meant to be executed fully over 12 months. If you prefer a cautious approach, such as initially launching your website and SEO strategy and postponing ads for a later period, that's entirely acceptable. Should you decide not to proceed with certain services, such as Google Ads but express interest in Local Service Ads, we will uphold our agreement and work together to incorporate these services at a later time. However, if you decline specific services during the onboarding call due to budget constraints, please note that those particular deliverables won't be accessible until both budget and strategy approvals are obtained from you.
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  • 13
    SMB Team is the only one in the industry that is offering ROI-driven marketing reporting. Our focus is on delivering insights into what generates signed cases, rather than merely clicks. To leverage our distinctive approach to ROI-based marketing, all you need to do is provide us with your signed cases quarterly. By sharing this data with us, which includes the names, phone numbers, and email addresses of your signed clients, we can analyze the effectiveness of your marketing efforts in driving revenue.
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  • 14
    As the leading law firm growth company, we pride ourselves on our unmatched innovation. Our ability to move swiftly enables us to stay ahead of the competition. However, due to the fast-paced nature of our work, there may be instances where things break or unexpected challenges arise. In such cases, our dedicated team takes full accountability and commits to rectifying any issues promptly. We prioritize making things right for you, ensuring your satisfaction and success throughout our partnership.
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  • 15
    1) Paid Advertising leads do not always come in at a steady pace. There may be periods of time where you won't get any leads. Then you may get 3 of the highest quality leads all in a row. For this reason, it is important to zoom out when assessing ROI so that we're not changing a strategy that is already working. 2) Many times, users will find your law firm through paid advertising. They will then conduct more research and then convert through your Google My Business or website. 3) We can't control the number of cases you get every month because that depends on factors such as your brand and intake process. But we can control impressions, search terms, cost per click, etc. These are all KPIs that lead to a case! 4) There is also no such thing as "my marketing doesn't work". There are "my geo doesn't work", "my intake process doesn't work", and "my keyword targeting doesn't work".... and these are all things that can be improved on time.
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  • 16
    We use tracking numbers to monitor calls from our marketing. It sometimes happens that telemarketers or robodialiers may call a tracking number, and it could look like you got that call from a PPC click or other advertising source, even though it was only a call to the number associated with a given advertising campaign. If a specific number receives more spam calls than usual, we can replace it with a new one.
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  • 17
    1) Digital marketing is not a faucet. You don't turn it on and the leads flow in. We need to give Google time to recognize how searchers interact with our advertising in order for it to rank. Success won't happen overnight. If your firm is located in a large city or you're in a competitive practice area, it may take longer to get the results.
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  • 18
    While we can generate an abundance of leads for your firm, it's crucial to allocate resources around your intake. A dedicated intake team or process is essential for running effective marketing ads. If you require assistance in enhancing or establishing an intake process, feel free to reach out to success@smbteam.com. Additionally, if you need support in securing an intake person, we offer attorney assistant services tailored specifically for attorneys.
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  • 19
    For SEO, one of our main priorities is to make your phone ring with calls from qualified leads. We focus on ranking for high-value key terms.
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  • 20
    Online reviews significantly influence your marketing efforts. Without reviews, establishing trust and attracting clients to your law firm becomes more challenging. Our most successful clients consistently garner five-star reviews on Google, positively impacting their SEO rankings. Additionally, running Local Service Ads can enhance your visibility. Ensure to explore the Review Accelerator course or reach out to success@smbteam.com for prompt assistance with managing reviews.
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  • 21
    Timely provision of your website login credentials and appropriate DNS access is crucial. Delays in obtaining this information can impede website development and the execution of SEO strategies.
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  • 22
    Please avoid making any changes to your website if SMB is handling the development of a new site for your firm. After our onboarding call, we'll begin building your new site, and any changes made to the old site won’t be included unless you inform us. It’s crucial to notify your account manager and project coordinator if you plan to make any edits to the current site.
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  • 23
    Our goal is to complete the development of your website within three months, though it may take a bit longer for clients requiring a ground-up creation. Customizing your website is a meticulous process. While we have control over the speed of site preparation, our most successful clients swiftly approve the site and then make edits. Prolonged editing periods can inevitably push back the launch date. We highly recommend avoiding delays in approving your site for going live. The sooner we go live (with the option to make changes afterward), the quicker we can commence the implementation of technical SEO work.
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  • 24
    Please ensure to provide feedback within five days upon receiving assets via email. Keeping to this timeline is crucial for maintaining project momentum and ensuring timely execution. Remember, you've entrusted the SMB Team for our expertise, and we're committed to keeping things on track for you. Delayed feedback may result in project launch delays.
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  • 25
    We don't host your current site while your new one is being built. So, please continue working with your website hosting company until your new site goes live. We do not host your email so if your email is tied into your website hosting service that you currently have be sure to check with your current hosting provider so that when you switch your hosting your website hosting to us your email servers do not go down.
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  • 26
    By proceeding with SMB's migration or development of your website, you confirm that you fully own all the content on your current site, including images, videos, and other media ("Assets"). If you do not own any of these Assets, you must let SMB know before migration or development begins so that they can be replaced with stock images or content owned by SMB. If you don't notify us, SMB will assume you own all the Assets, and we are not liable for any claims or issues that may arise from their use.
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  • 27
    1) We request that clients trust our expertise and follow the SEO plan outlined for them. Researching blog topics against competitors is part of our process to maximize results, and we rely on the expertise of our SEO technicians in selecting these topics. Client rejection of these researched topics often hurts their overall results. 2) We expect clear and open communication with clients, allowing us to manage the process efficiently. Clients who let us work autonomously and trust our expertise tend to achieve excellent results, often doubling or more their desired outcomes. Many successful clients have streamlined their process and do not review blogs before posting, allowing us to work on autopilot.
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  • 28
    If you want to run Facebook Ads, you need to provide SMB access in a timely manner so that we can get your Campaigns running ASAP. In the instance that you don't know how to provide access, our Team is willing to hop on an Access Call. We want to help you generate more leads through Social Media but if you are not willing to hop on a call or give us access, we won't be able to set these Ads live.
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  • 29
    If you have a CRM and want all digital marketing leads to populate here, you need to contact your CRM. This is not in the scope of our agreement. This is very easy for your CRM to implement since they have backend access and can troubleshoot as needed. All the need to do is provide SMB with a specific code for us to add on the backend of our landing pages and website, and SMB can take it from there. We are willing to collaborate with your CRM.
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