Our Client Bill of Rights

1. You Own, We Manage

Vertical Nerve is not in the business of owning and controlling accounts for our clients. If you hire us to manage your Analytics or PPC accounts, we will do just that – manage them.  It is your account and should belong to you, forever and ever.  If you come to us and do not have an account of your own, we will help you create one and make sure it’s in your name – then you can grant and revoke access at your discretion.  Too many clients have come to our door after spending years with another agency, only to have to start over fresh because they did not own their account. This is a shame.

2. No Hide & Seek

Too many companies in the SEM industry claim to have “proprietary” this or “secret” that – making it sound like you wouldn’t even understand their hidden techniques if they told you. In most cases, it’s bologna. VerticalNerve will never hide behind special software or practices that are suspicious – in fact, we love to educate our clients on what we’re doing and why it’s the right strategy. We aim to be open and transparent, always remembering that our clients have entrusted us with a valuable asset – their website.

3. Take It with You

Vertical Nerve has an extremely high client retention rate for our industry, but it will never be 100% all the time. We realize that sometimes a new partner is needed, or clients choose another direction for one reason or another. That’s why we’re committed to making the transition easy. All of the work we have done for you is yours to keep – just take it with you.  This is how we like to receive new clients from other firms, so it only makes sense for us to send clients out in the same manner. And who knows…you just might come back!

4. No Risky Techniques

A website and brand are too valuable for you to gamble with an unethical SEO firm that uses risky optimization techniques. We understand that some techniques can be beneficial in the short-term, but we are looking for long-term partners and so our commitment is more far-sighted. You can rest easy knowing that we would never risk your website for short-term gain. We are proud to say that in 11 years of business, we have never had a client banned by a search engine for black-hat optimization techniques.

5. Speak Directly With Our Experts

We have learned over the years that the prominent model in this business is for clients to deal with an account manager, who then relays information and tasks to a specialist or consultant. In our experience, this model is great for the agency but not favored by the client. At VerticalNerve, our SEM department is full of certified SEM consultants and analysts, but we’ve yet to hire an account manager.  When our clients visit, call or email, they speak directly with the consultant working on their account. We avoid the extra layers that cause potential for mistakes or miscommunication. This arrangement makes hiring more difficult on our side, but our clients have told us it’s one of their favorite aspects of working with us.