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Meet the author:
Jill Olkoski

Jill has a MA in Clinical Psychology, a BS in Computer Science, and a BS in Mechanical Engineering.

She currently owns Aldebaran Web Design in Edmonds (near Seattle WA) and enjoys educating her clients on topics related to small business website design.

In Jill's previous life, she spent 17 years in the engineering and quality organizations of a Fortune 100 tech company.


Google AdWords Has Great Customer Service

January 31st, 2008

I got a phone call today from a Google AdWords representative. Two weeks ago, I had submitted an email request for help, because a particular keyword had a “poor” quality score and I couldn’t figure out why. The online chat representative had recommended I break the ad groups into smaller pieces, which I did, but the keyword was still “poor” after a few days so I emailed in for more assistance.

When I checked the keyword quality again after a week had passed, it was “OK”, so the first representative had been correct. I completely forgot about my email request.

I was surprised to get the call today, but floored when the Google AdWords representative said “We’ve been trying to email you, but your email keeps bouncing back. We’ve tried three times, and so that’s why we called”. I asked her to check the email address…and was embarrassed to discover that I had misspelled “design” in my own email address…hence the bouncing.

So GoogleAdWords had continued to attempt contact to help me, and after three bounced emails, gave me a phone call. This is how driven they are to make sure their advertisers get the help they need.

Now, compare this experience to one that a client is having now with a different pay-per-click company. My client sends email after email with lists of specific requests. The PPC company has been picking and choosing which to respond to, and which to ignore. The client has been getting more and more frustrated, and will probably resort to legal action soon. All because someone at the PPC company won’t give my client a straight answer.

While it’s true that I am really fond of Google’s search engine because they bring me new customers, and am also a qualified Google AdWords professional – so I’m probably biased in favor of Google, I am continually impressed at how much better they are at both building search engines and at online advertising than their competition. If you’ve read my article on my experience with Citysearch pay-per-click, you know I don’t always have good thing to say about the companies I deal with. After that experience with Citysearch, I kept looking for a PPC company that I was comfortable recommending to my clients. Google AdWords is the only PPC company I recommend to my clients, and after this experience this morning, I remain strong in that conviction.

J. Olkoski
Aldebaran Web Design, Seattle
Jill Olkoski has a BS in Engineering, a BS in Computer Science and an MA in Clinical Psychology. She delights in using her advanced technical and psychological skills to help small business owners develop cost-effective and successful websites.

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