DPOM Bewertungen 

Antwort von DPOM

Aktualisiert am 31. Okt. 2023

Thank you for taking the time to share your feedback. We understand you have concerns and would like to provide some context.

You started working with us in early August but chose to pause your ads from 17th August to 6th September, resulting in only 14 active advertising days for that month. In September, we identified and rectified an issue with your inherited conversion tracking. With these adjustments and the resumption of your ads, a period of adjustment is to be expected. As we state from the outset, it generally takes a minimum of three months to observe significant results—a timeline further extended in your case due to the pause in your campaign.

In terms of customer service, we had several scheduled calls with you, including one on the 27th of October. Unfortunately, you were unavailable to take the call at the arranged time. We don't hide behind a call service at all, but if your account manager is on a call, our receptionist simply can't transfer you. This was a common issue as you made a substantial amount of unarranged calls, which we have no issue with, but if call your account manager out of the blue, it's likely they'll be on calls or meetings with other clients that have pre-booked them. I'd point out you can book a call at any time by clicking the call/meeting booking link in your account manager's email signature.

We're sorry you feel our contracts are not to your liking; however, our terms are transparently communicated in our initial quotes, contracts, and welcome emails. We shared our terms with you prior to signing (as we do with all of our clients) to allow you to read them and decide if you want to proceed (or not).

We wish you the best in your future endeavours. As we make clear on our website, quotes, and even on this Trustpilot profile, if you don't allow us the full time we state is needed to improve your Google Ads performance, disappointment is almost inevitable.

Antwort von DPOM

30. Okt. 2023

Thank you for taking the time to share your experience with us on Trustpilot. We're sorry to hear that you were disappointed with the service you received. We take all feedback seriously and would like to address some of your points.

Firstly, you engaged our services for only two full months, not the minimum of three that we recommend for effective results. From the outset, we have been transparent that at least a three-month commitment is necessary to gather sufficient data and make meaningful adjustments. Two months is not sufficient time to see the full potential of our campaigns. Not giving us the time we say we need from the start will always result in disappointment.

Your account manager, Lee, is a skilled and highly experienced professional. His expertise is evidenced by the dozens of positive reviews that specifically name him. But like any professional, he needs the appropriate time and framework to deliver results. Without the minimum time commitment, it's challenging to realise the potential of what our service can offer.

In terms of "errors" on your account, we were not made aware of these issues. Through routine monitoring, however, we did identify an error in your conversion tracking. To correct this, we recommended the installation of tag manager. Unfortunately, you cancelled your service before we could gather subsequent data to measure improvements.

On the topic of communication, it’s worth noting that on one occasion, you requested a call at a time when Lee had a pre-booked meeting with another client. We strive to be as flexible as possible, but it's not feasible to cancel one client's scheduled meeting for an unscheduled call. Lee did try to rearrange this with you.

Regarding the cancellation process, our 31-day notice period is clearly outlined in our initial quote, contract, welcome email, and even on this Trustpilot profile. While you initially initiated a chargeback for your final payment, we appreciate your subsequent compliance with our clearly stated terms once we reminded you of them.

We're committed to continuous improvement and we value the opportunity to address your concerns. We wish you all the best in your future endeavours.

Antwort von DPOM

30. Okt. 2023

Thank you so much for your positive review and for highlighting the quality of service provided by Lee. We're thrilled to hear that you've found his advice to be both useful and geared towards your best interests. It's our mission to offer not just a service but a partnership that helps your business grow sustainably.

We appreciate your kind words and will continue to strive for excellence in both customer service and campaign performance. Your support truly encourages us to continue doing what we do best.

Antwort von DPOM

30. Okt. 2023

Thank you so much for the review Craig!

Antwort von DPOM

30. Okt. 2023

Thank you so much for your review James! I know Lee is over the moon and I speak for us all when I say we are very grateful for your business!

We're thrilled your revenue has doubled and we will continue to work hard to keep improving your performance!

Antwort von DPOM

5. Okt. 2023

Dear Paul,

We're genuinely sorry to hear about your dissatisfaction, but it's essential to set the record straight on a few key issues.

DPOM prides itself on going above and beyond when it comes to transparency with our clients. We publish a "Transparency Guarantee" on our website, openly outlining what clients should expect and how to cancel if needed. You'd be hard-pressed to find another agency that takes such steps to ensure absolute clarity.

On the topic of your final payment, our contractual terms are straightforward: 31 days' notice is required for cancellations. When you removed our admin rights from your Google Ads account, you effectively requested immediate cancellation, prompting us to process your final payment in line with these terms. This is not a knee-jerk reaction but an adherence to our clear and transparent contractual obligations.

Your account manager reached out to you proactively to understand your concerns and attempt to resolve them. This is standard practice at DPOM and something many of our satisfied clients have positively commented on.

Moreover, while we do stipulate in our proposals, welcome emails, onboarding calls, and even this Trustpilot profile, that we advise clients to work with us for a minimum of three months, it's crucial to note that we don't contractually bind you to this time frame. You're free to cancel at any point, as you did, with 31 days' notice. We implore potential clients to carefully consider whether they can commit to the time we advise is necessary—three months—to fully gauge the effectiveness of our services. If this isn't feasible, it's best not to engage with our services to avoid any disappointment.

Given the extensive steps we take to be transparent, it's disheartening to see your portrayal of your experience with us. We wish you all the best in your future endeavours and hope you find a service that meets your expectations.

Antwort von DPOM

5. Okt. 2023

Thank you for taking the time to share your experience with DPOM. We're thrilled to hear that your initial scepticism has turned into a positive outcome. Digital marketing, especially in niche sectors, can often require a bit of time to gain momentum, and we're delighted that you've started to see significant results after giving us the opportunity to prove ourselves.

The results you're seeing after five months are precisely why we often advise clients to work with us for at least three months, if not longer. This gives us adequate time to fine-tune strategies and generate leads that turn into meaningful business opportunities for you.

Your decision to increase your ad spend speaks volumes about your satisfaction with our services, and we're excited to continue exceeding your expectations in the coming months.

Cheers, and here's to even more success ahead!

Antwort von DPOM

5. Okt. 2023

Thank you so much for your kind words and recommendation. We're delighted to hear that our local knowledge has played a part in successfully expanding your electrician business beyond Rutland and into Nottingham.

Understanding the local market is key to creating an effective digital marketing strategy, and we're pleased that this has resulted in more calls and new business opportunities for you.

We're committed to delivering even greater results moving forward, and we're grateful for the trust you've placed in DPOM.

Thanks once again for your endorsement, and we look forward to continuing our successful partnership.

Antwort von DPOM

5. Okt. 2023

We're immensely grateful for your detailed review and are thrilled to hear about your positive experience with DPOM over the past 8 months.

Your account, given its sizeable investment, indeed presented a complex challenge, but it's precisely these kinds of challenges we relish. The fact that we could resolve the long-standing issue you had with integrating HubSpot for conversion tracking is particularly gratifying for us, especially since we use HubSpot ourselves.

We're pleased to see that the optimisations have begun to pay off after the initial couple of months, and the reduction in your cost per conversion is a testament to the effectiveness of the strategies we've implemented. It's always a joy to deliver tangible results in a competitive industry like software.

As you extend your campaigns to the US, rest assured we are equally optimistic and committed to replicating this success. We're thrilled to continue this rewarding partnership and to help you scale new heights.

Antwort von DPOM

5. Okt. 2023

Thank you for taking the time to share your positive experience with us. We're delighted to hear that you've found our team easy to reach and always on hand to offer valuable advice. Your satisfaction is our utmost priority, and it's rewarding to know that our dedication is meeting your business needs effectively.

We're committed to maintaining this level of service and are looking forward to continuing our successful collaboration in the months ahead.

Antwort von DPOM

14. Sept. 2023

Thank you for taking the time to share your experience with us. We're delighted to hear that you've recognised the improvements and evolution of your campaign since working with Lee from February.

Google Ads can indeed be frustratingly slow at the beginning. We make a concerted effort to ensure all our new clients are aware of this possible initial delay, which is why we explain it can take 3 months or more to really get going. We're truly grateful that you persevered, and as you've rightly pointed out, the longer you do, the more your Cost Per Lead has the potential to drop.

We're also happy to learn you consider us good value for money - we do try hard to price our services fairly and with the small business in mind - it's our hope that as you grow we'll expand our relationship and support you for many years in the future!

Thanks again!

Antwort von DPOM

14. Sept. 2023

We truly appreciate you taking the time to share your feedback. It's wonderful to hear that Camilla has been making a significant difference in understanding and building the right campaigns for your business.

While it's great that things are going well in just a few weeks, as we always mention to our clients, the initial phases can sometimes be a bit up and down. That said, we're absolutely thrilled that you're already experiencing positive results.

Thank you for your trust in DPOM. We're dedicated to ensuring that this momentum continues and are always here to provide the support you need.

Antwort von DPOM

14. Sept. 2023

Thank you for taking the time to leave your feedback. While we appreciate all feedback, we feel it's important to clarify a few misconceptions.

From our correspondence, it appears that your main grievance is due to Google suspending your account.

We understand that this can be frustrating; however, it's important to note that Google suspended your account on the basis of suspecting your website of misleading customers and potentially engaging in deceptive business practices. Unfortunately, we have no control over Google's stringent policies and decisions. Despite this setback, we extended an offer to assist in resolving the issue, but this offer was declined.

Unfortunately, over the last few weeks, it appears you've amassed a number of negative reviews on your own profile, giving you a 1.8 average score - this, of course, will have an impact on your ad performance and unfortunately, unless you ensure you provide a positive experience for your customers, your ad campaign is going to struggle to compensate for this.

Regarding your other points:

From the outset, we clearly communicate to our clients that the first month is dedicated to setting up campaigns. Optimisation is a continuous process from there. It's disappointing to hear that you've opted to cancel after only a month. We firmly believe in managing expectations, which is why we stress the importance of a three-month window to truly gauge the effectiveness of our campaigns.

We'd like to clarify that our contract terms are transparent and fair. Contrary to your statement, we operate on a simple monthly rolling contract, requiring 31 days' notice for cancellation. These terms are clearly outlined on our website, within our quotation, and reiterated in the welcome email sent to all our clients.

Regarding additional charges, we never bill more than the agreed amount. It's pivotal to us to maintain our reputation as a trustworthy agency, especially having proudly served businesses for over 13 years.

Lastly, outside of the offer related to your Google suspension, we extended an additional offer to discuss any other concerns you might have directly, in a constructive manner. Unfortunately, you chose not to take up this offer.

If you had given us the requisite time we initially mentioned, there's every likelihood that your experience would have been different. We remain dedicated to our mission of providing top-notch service to businesses, and our long-standing tenure in this industry is a testament to that.

We wish you all the best in your future endeavours and encourage all potential clients to fully read the information we provide both on our website and during the quote stage which fully outlines our process and time frames before making a commitment.

Antwort von DPOM

23. Aug. 2023

Hi Ian!

I am happy to read that your calls are up and costs down! One of our objectives is to maximise our clients profit with Google Ads - we're not here to make sure Google make as much money as possible, we'd much rather minimise your spend and maximise your results!

Thanks for the review!

Antwort von DPOM

23. Aug. 2023

Hi Pat

Thanks for this great review, we really appreciate it!

You're exactly right! We don't hide the fact that Google Ads can take several months to work and there are no guarentees and while I understand it may seem we 'labour' this point, we do really try hard to be transparent and honest with all of our clients.

You are also correct in that there are no "quick wins" and those promising them are being disingenuous so it's always best to steer clear.

At DPOM we pride ourselves on giving honest expectations: We explain in clear terms what to expect in our quote, welcome email, onboarding call and even on our Trustpilot profile! We don't believe there's another agency that's this honest and upfront about what to expect with Google Ads!

Many thanks and if there's anything we can do to help further, please just get in touch in the usual way!

Antwort von DPOM

23. Aug. 2023

Hi Carl,

We're thrilled you're happy with our starter package. As the name suggests it is a basic package that's designed to give those starting out with Google Ads expert management for a low fee of £95. Because of this, we have to keep 'non ads management' time, like phone calls and communication to a minimum, the idea being, 99% of our time is spent on what gives you the most value - optimising your Google Ads campaign.

Of course, you are always free to raise a ticket/email us if you have any questions and we send monthly reports which you can comment on and ask questions also.

I'm really happy to see you think the service levels are "fair" and that our starter service is "very reasonable"

Many thanks!

Antwort von DPOM

2. Aug. 2023

Hi Christine

Thank you so much for leaving this review! As a family business (Just like your business is!) it really means a lot to us that you've taken the time to leave this review.

We absolutely love working with you, your prints are amazing and it's a pleasure to help your business grow!

Antwort von DPOM

1. Aug. 2023

Hi Abad

As a long established client it's really important to us that we continue to look for ways to make you more profit for less spend. It is very much the case that work on Google Ads is never really complete and we work from the standpoint that there are always improvements to be made - so we continually look for them.

I will pass on your comments to Lee who I'm sure will be over the moon to read them!

Thanks again Abad!

Antwort von DPOM

1. Aug. 2023

Hi Lewis! Thank you so much for the review, it is really appreciated!