We have a new client that has been working with a local search firm for their dental practice. This local seo ( strategy, not in terms of geographic location ) firm has setup the practice across numerous directories, pushed yelp / google reviews and moved the practice up in search rankings. However, they have also produced hundreds of copy-written material on their blog that are replicated all over the web ( other dental sites mostly.. ). Some of the content has been taken directly out of published medical journals and pasted word for word on our client's site. We asked for logins to all the accounts they created, which they refuse to provide. We've heard the horror stories about canceling services with firms like these where they nuke everything. We have also asked to provide proof of ROI, but they decline because we declined using registering a call tracking number that they can use in the directories. We have no idea on how any of this is converting to new customers and we simply want to leave this company. Any ideas on this? Has anyone else ever successfully dealt with this?
It's important to make sure when you get involved with another company to make sure what their terms are and have a definite copy of the project agreement to back up your end.
While a lot of these places may have their own account to conduct their work instead of a login plan for individual clients, you won't be able to get information from them unless it is in the project agreement. You can't make them do anything. This usually means that their method of working is flawed and there seems to be no drive to give stats to the client.
If they can't provide stats you may have to cut your losses if they refuse and decide to sabotage your business. If they do sabotage your site's listings that you paid for, and if you paid using a credit card, reverse the transaction and put a good case to your credit card company with proof the agreement and any other relevant information.
You can't be blackmailed by them, and you have a lot more power on your hands than you think. You can go to business service review sites and leave reviews. You can report them on scam sites too.
AND... If it really is worth your time, you can take them to small claims court if there are enough damages to discredit your business that you have to spend money to fix it.
This is definitely a tough call to make.
As for determining how many people you have converted, here are just few things to decide if you are: how many people have scheduled an appointment through the website? Are you asking new patients who called on who referred them to your business? Do you have an active newsletter and have you had new subscribers? Do you have any social network handles connected with your brand that you are engaging with new people?