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What To Do When Clients Ask You For Details About Your Process, with Erik J. Olson


Episode #1365

A client recently questioned the process we use at Array Digital. Erik shares how to handle this question from a client in this episode.

November 8, 2022

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Episode Transcript

Erik J. Olson (00:00):

What to do when clients ask you, what is your process? What is happening? This is Erik J. Olson. Yeah. We recently got asked by a client, Hey, what’s your process? I need to understand how you arrived at what you guys arrived at. And on the one hand, on the surface, it’s like, Okay, I get it, You’re curious, or whatever. But on the other hand, it’s like, well, I mean you hired us because we’re experts. So what I don’t necessarily wanna do, what the team doesn’t necessarily wanna do, is have to justify every piece of data and decision that we make. Because there needs to be a level of trust that you hired us because we’re the experts, and we’re going to apply that expertise for you. So it’s rare that we get asked this matter of fact, I mean, this may have been the first time. So what do you in a situation like that, where you’re like, Do we need to answer this?

(00:58):

Well, yeah, you need to answer it. And here’s how we handled it. So we didn’t go into super low level data. Well, we picked this keyword because it has a ranking of this and a competition of that, and your competitors are doing blah, blah, blah. What we did is we went into more detail about the process that we use in order to determine our keywords. That’s what the question was in particular. And so I think this is a really good way of addressing these kinds of requests where you certainly can’t be constantly defending and educating what you’re doing. You’re the expert. So there needs to be like, it’s like when you go to the doctor, if the doctor’s like, Hey you say, Hey, my head hurts. The doctor says, Okay, you need to take this aspirin. You don’t say, Well, I need to understand all the things that you evaluated on my symptoms to deter.

(02:04):

And why did you pick aspirin instead of ibuprofen, instead of acetaminophen, instead of blah, blah, blah, blah. Doctor, gonna look at, you’re crazy. No, I have experience. I’m a freaking doctor. I’m an md. I’ve seen this before. And this is what you need. You need aspirin. Take the aspirin, take two, aspirin. And if you have a headache in four hours, take two more. So that should kind of be the approach I think that you should take when someone’s really asking you for detail. Hey, here’s an overview of the process. Now, hopefully that’s that’s gonna be sufficient for a lot of people, and I think it will in this case too. So that’s exactly what we did, and that’s how we handle these kinds of low level process questions. In the end, it shouldn’t matter. If you have a headache and the doctor prescribes you to aspirin and

Erik J. Olson (02:58):

The headache goes away, you’re good to go. But if you have a headache, you probably shouldn’t be asking too many questions about why the aspirin’s been prescribed. There needs to be a level of trust there. Take the aspirin, the headache will probably go away. Well, it’s the same with your process. They hired you for a reason. Follow your process, provide an overview of the process, certainly answer the question, and their problems should go away.

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About The Hosts


  • Erik J. Olson is an award-winning digital marketer & entrepreneur. The Founder & CEO of Array Digital, he is also the host of the Journey to $100 Million Flash Briefing and daily podcast, and the organizer of the Marketers Anonymous monthly meetups.

  • Kevin Daisey is an award-winning digital marketer & entrepreneur. He started his first company when he was just 23, and is the Founder & CMO of Array Digital. Kevin is the also the co-host of the Journey to $100 Million Flash Briefing and daily podcast, and the co-organizer of the Marketers Anonymous monthly meetups.

Website Design, Search Engine Optimization (SEO), Online Advertising, Social Media & Digital Marketing.
© Array Digital LLC

Website Design, Online Advertising, SEO, Social Media & Digital Marketing.
© Array Digital LLC