Reply from Ashworth StrategyNov 27, 2022
We're a bit confused by this since many parts don't sound like it was from our Agency at all, perhaps it was the Agency before joining us or the Agency after us. First, we make a point to never ever promise any averages, especially 5X, since we base everything off of our deep-dive strategic review to understand exactly what is realistic for every single business, since every brand has multiple different factors that would mean what is realistic for them is completely different for another brand.
Secondly, this client in particular was unfortunately very rude to our Account Manager to the point where I as the owner had to join a call, along with the client's wife, to explain that we will no longer be able to work with him since we had never experienced this kind of behavior before. His wife apologized on his behalf and they both asked us to reconsider and stay with us since their results were very strong. We mutually agreed to continue on but with his wife present on calls so that we would no longer experience the abusive language again.
After a while, we then received an email from the client putting in his 30 days notice and did not hear back for several months until this review popped up out of the blue. Maybe his results have gotten much worst after leaving us and this is his way to vent about it? Whichever the reason, we are always open to discussions as long as it is professional and polite, and we always try to help out even our prior clients in any way. We have a high rate of clients who thought they could get better results elsewhere who end up coming back to us after realizing that that's not actually the case.
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Response to the updates:
As I already mentioned, we would never ever promise any averages because that wouldn't reflect reality that every single company is at a completely different stage in business/has different products/customers/price points, etc. One of our clients is even getting getting more than 30X ROAS so no we could never ever promise an average based on this alone as it would be much higher than 5X ROAS if we did try to average it all out, which again, we never ever would because one absolutely cannot compare apples to oranges.
And no we have never ever scripted any reviews that any clients give. Clients certainly wouldn't be video taping themselves saying the amazing things they say about what our team has done for their businesses if it wasn't 100% true.
Lastly - ROI is different from ROAS. Weighted averages are the most fair way to calculate ROI since we want to set every client's expectations from the beginning due to several factors that we will never unfortunately be able to control such as the client choosing to go against our expert's advice when we recommend something that would be beneficial for their account.