Question

Alright team, need some help. We have been working with a client for over a year now, delivering solid results. They shopped their campaign around and found someone that could "do it for less". We set up their; ad account, analytics, etc. Our terms don't cover ownership of the account upon cancellation. Would you give them the account? I usually wouldn't be petty about this, but have a feeling the company they are bringing in doesn't know a thing about ads and will just be riding off the results from the account we put all our hard work into.  

Answer 1

It’s business. Take your personal feelings out of it, it makes you look petty and amateur. Hand over the whole account with your best wishes, tell them you’re there anytime if they need assistance. you’ll develop amazing goodwill. That’s better than money in business. Act like a business! Anyway don’t you have to stick to the agreement (T&Cs) you have with them?  

Answer 2

Sabotage the campaigns before giving it to them? :p

Answer 3

You have to give it back. ethically speaking. The issue to work on is to improve your reporting and customer relationships. So your clients don't look around. I have learnt this the hard way.  

Answer 4

Delete the work you’ve done on the account . delete the campaigns and of course give them their account? If it’s registered as the business you shouldn’t be claiming it or keeping their account. Set a reminder for 30/60 days to email them and see how they’re doing. Then charge them a setup fee if they want you to take over again

Answer 5

I charge an exit/transfer fee , it’s in my Scope of work. In your case It’s your call. Is it in your MCC account or do they own the account? Also, they don’t quite appreciate you so keep that in mind.  

Answer 6

In your scenario (and 99% of the time) I say transfer it and wish them the best. The only time I would consider keeping the account is if for some reason we agreed to a pay for performance, in which case I would have the billing in my name. They would never lay hands on the account.  

Answer 7

If they paid you for the work you did then leave the account alone. An electrician doesn't get to go undo the work he's already been paid for if the customer finds someone that can do it for less and neither should you.  

Answer 8

It’s a classic case which I am sure everyone experienced at least once, one way or an other. I mean, every agency is trying to get new customers and most of the time it’s going to be at the expense of an other agency. How easy is it to tell the customer: “i will do a better job and cheaper! ” If you’re a good salesman, chances are that if the client is not experienced (which seem to be the case here), he will catch the bait and try an other agency. My advice: if it’s a big account, give them the account and let the other guys fail. It will show them that you are 100% confident in your work, and that your fee /retainer is worth the work you are performing for them. Eventually, they will come back, and if they don’t then they won’t have anything bad to say about your company and practices. Next: update your contracts to cover such cases.  

Answer 9

If they pay you for the build, it is theirs. Of course there are companies willing to take your work and manage for less. Usually those companies won't provide the client experience that you do, and that client will call you again in a few months.  

Answer 10

Just see this as a opportunity to learn from. If they want someone cheaper, then they probably feel you guys are to expensive. Found out why, so you can do something about it or persuade them to think different. Good luck! And if they go they go, but give them your hard work (the complete account) You will get it back through someone or something else in the future.  

Answer 11

Chances are the "cheaper" guys are gonna make changes in the account, and with luck screw it up . and then the customer will come back .