Google Ads Account Managers Should Not Contact Clients Directly
There are a growing number of reports across the web of Google Ads account managers threatening to contact clients directly, despite not being allowed to.
According to reports, agencies that do not respond to emails from Google Ads account managers are met with threats from Google representatives to contact clients directly.
In some cases, Google Ads account managers call clients and tell them to delete their agencies.
There are two things to make clear here:
- Agencies are not required to speak with Google representatives
- At no point should the Google Ads account manager call an agency’s client
A Google Ads representative is crossing the line telling clients to fire their agency.
However, these reports are becoming more frequent.
Matt Janaway, CEO of Marketing Labs, shared his experience on LinkedIn this week:
Janaway’s post caught the attention of Google Ads Liaison Ginny Marvin, who said the issue would be addressed “immediately.”
Marvin added, “This is not consistent with how we expect our team to support our advertisers and agency partners.”
Screenshot from: linkedin.com/posts/mattjanaway, November 2022.Janaway is not alone in her experience.
Throughout October, reports circulated on Reddit of Google reps engaging in similar practices.
A Reddit user posted a screenshot of an email a Google Ads Account Strategist received, saying:
“I’m writing to you one last time out of respect, because my sincere goal is to provide you with value and advanced techniques in google ads and to work closely with you, to help you save time and make your business more successful google ads clients , so I am contacting you one last time to let you know that if I do not reach you, I will assume that you are not receiving my emails and I will contact the clients assigned to me directly. “
Another Reddit user had a very similar story, saying they were being “harassed” by daily emails from a Google Ads rep to call and implement campaign changes.
Again, agencies are not obligated to communicate with Google representatives or implement changes not requested by clients.
If you receive an email like the one above, the best thing to do is to submit a complaint through Google’s official form.
Beware of these aggressive sales tactics. As long as you’re not breaking any rules, Google has no say in how you run your clients’ campaigns.
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