We often get questions about our services and try our best to answer them in below. Please check out the list most commonly asked questions that we’ve organized by topic. If you have additional questions about our services, please send us an email to firstname.lastname@example.org with your questions.
Signing Up & Payments
[What happens after I sign up?
After signing up, we have a form that gives us information about your campaign. We’ll assign a project manager based on the type of business you have and your project manager will reach out to you regarding the following steps. This typically takes about 24 hours.
[What information do I need to provide during the sign up process?
Just sign up and provide us with your website URL, suggestions for keywords, and your contact information. A project manager will be assigned that has experience with your type of business and he’ll reach out to you with a questionnaire to gather the rest of the information we need to start your campaign.
[What forms of payment do you accept?
We currently just accept PayPal, but you can use a credit card without having a PayPal account. We use PayPal because it’s the most secure and user friendly service. They have great customer service and provide the best payment processing services on the net. Using PayPal keeps our site secure and your information confidential.
[What if I don’t have a PayPal account?
You don’t need one to make a purchase. You can use any major credit card to make your purchase. It simply goes through PayPal securely. All of our transactions take place on their servers for security reasons and we don’t maintain any of the payment information. PayPal is a very reputable company and that’s why we use them.
[How often am I billed/charged?
When you sign up, you’re billed right away for your first month. Recurring payments are made each month on the same day that you signed up. If you wish to cancel your service with us, you can do so at any time without any penalty. Just be sure that you cancel before your billing date if you choose to cancel the services.
Our Process & Strategies
[Do I have to give FTP and Admin access to my site?
Yes. We’ll need to look under the hood of your site to ensure that there are not any SEO related issues that are causing you to not rank well. We take note of all changes and ask permission prior to making changes. We need to look at issues with performance, coding issues, and a variety of known SEO related programming errors. Your project manager will request this information in the SEO questionnaire that is sent to you after signing up.
[Do you use any BLACK HAT SEO techniques?
NEVER! We use only use best practice approaches to SEO that are clearly approved by Google’s webmaster guidelines. It’s our mission to never get a customer’s website in trouble with search engines and we’ve never had an issue in our 500+ project. We’ve been in business for a long time and plan on continuing that streak by playing by the rules.
[Do you use any software for optimizing my site?
NO! We do things manually. We do use some software for keyword research and for developing things like sitemaps, but the majority of our work is done manually to ensure that we know exactly what is happening in terms of optimization. Companies that use software are pushing the limits on what is acceptable in terms of Google’s webmaster guidelines.
[Is there any chance of me getting penalized for your SEO strategies?
NO! You won’t be penalized for our SEO work on your site. Everything is “White Hat” and accepted as a best practice in terms of search engine optimization. We’ve never had a client penalized for SEO and we’re committed to keeping it that way.
[Do I get to approve all the information submitted about my site?
YES! You get to review things before we post information about your website or company. After a while, you’ll feel comfortable with our approach and will let us work independently. It’s completely up to you, but we’re interested in increasing rankings. The faster you turn around items to review, the faster you’ll get rankings. We recommend that clients turn approvals around as quickly as possible to avoid delays in our process.
[Who makes the updates to my site based on the SEO recommendations provided?
We will make most of the changes if you let us to help speed up the process. Unfortunately, not all changes can be made by us due to the complexity and time required. If there are major programming changes that need to be made, we’ll make recommendations and work with you to fix the issues. If the recommendations are too technical for you or your team to accomplish, we also provide programming hours at $20/hour to do the work for you. You’re project manager will work with you to determine the best approach when recommendations are delivered.
[What if I can’t implement the SEO recommendations that you provide?
We can do it for $20/hour. If this is the case, we’ll provide an estimate to you and you can pay via PayPal for programming hours. We have programmers on staff that can make the changes to your site and provide documentation on all of the changes we made. We’re happy to help, but have to be careful about the amount of programming we offer free of charge due to the variety and complexity of different sites.
Project Management & Communication
[When do I get assigned a project manager?
After signing up, we assign a project manager that has experience with sites similar to yours. The process usually takes about 24 hours and your new project manager will reach out to you through email to provide you with details on the next steps.
[How do I communicate with my project manager?
We want to have all communication in writing to avoid confusion and to reference at a later date. You’ll have access to your project manager through email, chat, and our project management software. Your project manager will be quick to respond to your requests. We ask that you respond promptly to requests from your project manager as well. Communication is a huge part of our success and we’re dedicated to ensuring that communication is always conducted in a timely fashion.
[Why can’t I use the phone to communicate with my project manager?
We don’t like the phone because things are often lost or not documented. We prefer that we have email communications, chat, and especially things done in our project management system. You’ll have access to communicate in a variety of ways, but phone is a last resort in our line of business. If you truly need to speak to someone, you should contact your project manager to schedule a call.
[How come phone calls are discouraged?
Phone calls often cause a lack of documentation that we need due to the “team work” approach for our campaigns. You’re project manager is just managing the project and relies on written communication to share details about the campaign with team members that will be working on different aspects of your campaign. Phone calls are disruptive and fail to provide the documentation needed to run a successful SEO campaign.
[Do I have to use the project management software provided?
Yes. You’ll be given access to the project management software after signing up. This where we assign tasks, keep records of work, and providing reports. The project management software is crucial to keeping projects organized and gives customers insight into the activities being performed on a daily, weekly, and monthly basis.
[Is my project manager dedicated to just my campaign?
Depends on the package you purchase. Our smaller packages require project managers to work on several projects at a time. Our enterprise packages require dedicated resources and typically have a full time project manager that is exclusively dedicated to your campaign. You’re project manager will never have too many clients to deal with your project and our project managers are compensated based on the results they provide our clients. The better they do on your campaign, the more money they’ll make. It’s just our way of motivating the team to provide excellent results!
Results & Guarantee
[Do you guarantee that I’ll have top rankings for my keywords?
We do our best and our customer retention is 96% each month. No SEO company can guarantee results! There are just too many factors to provide that kind of guarantee that involve your site, competition, search engine algorithms, and a constantly evolving set of rules for SEO. We’re dedicated to providing results that keep you coming back and we wouldn’t be in business if we didn’t provide excellent results to our customers.
[How long does it take to see results?
It depends on a variety of factors, but results usually take about 2-3 months. Depending on the size and competitiveness of your industry, we can optimize sites in as little as 2 months with top rankings. Typical SEO implementations take about 6 months to see top rankings. We typically use a mixture of keywords that have different competition to show results in some keywords while we work on the more difficult terms to rank for. It’s our way of proving that our methodology works, but we’re clear to customers that this is not a “Silver Bullet” for achieving top rankings. Quality rankings take time and the SEO process never really ends.
[I’m not rankings first in Google, why not?
There are many reasons, but mostly because of competition. While we are optimizing your site, your competition is also doing optimization work for those terms. It takes time to be the 1st results out of millions of competing sites. Being on the 1st and 2nd page of results is a huge accomplishment. Moving up from that 1st page to the 1st spot is the most difficult part, but we almost always accomplish it with patience and outperforming the competition through hard work.
[My rankings are fluctuating each month, why?
This is called the “Google Dance” and it’s most common for sites that are newly created. You’re going to see your rankings fluctuate a couple positions from month to month due to the nature of search engine data centers. Most data centers are constantly updated, but it takes time for them to all get in sync. Each time you search, you may hit a different data center that provides slightly different results. Over time, you’ll see more consistent rankings for your terms as all servers get synced together.
[I am only rankings for some of the keywords that we are targeting, why?
We target a mixture of keywords in terms of competition. You’ll rank quickly for some keywords, which gives you some traffic to work with. While we rank for those easier keywords, we work on the more competitive keywords that take time rank for. It’s our way of showing results fast without missing the target completely. Eventually, you’ll see rankings improve across the board. If you’re unsatisfied with the results for a particular keyword, you can ask your project manager to swap that keyword out with another term that may be easier to optimize.
[I am ranking high, but don’t see a significant increase in traffic?
Organic rankings don’t guarantee that people are interested in your business and search engines allow your competitors to pay for placements around your organic results. While they pay per click, you are not paying for the traffic that you provide. A lot of these issues are avoided by choosing highly relevant keywords that have a decent amount of traffic. Even if you rank 1st on Google, there are about 20 other sites that cut in to the total exposure you get through advertising and positions 2-10. We’ll work with you to fine tune this if this happens to you.
Cancellation & Refunds
[Can I cancel for any reason?
YES! Most companies require you to be locked in for 6 months… NOT US! There are no obligations and we’re dedicated to keeping you as a client. Each month, we have to provide a service that keeps you coming back. By giving you the ability to cancel the service for any reason, we’re forced to provide the best services possible. We have a 96% customer retention rate for a reason and if you’re unsatisfied, then you have the right to cancel.
[How do I cancel my campaign?
Simply go to PayPal and cancel your recurring subscription to our services. You should also notify your project manager prior to cancelling your service. We want to have an opportunity to show you what we’ve done and prepare the campaign for you to take with you. It’s important to have a record of what we’ve done if you choose to continue optimization with another service provider. Just let us know and simply cancel through PayPal.
[Can I get a refund because I didn’t get the results I wanted?
Unfortunately, we do not offer refunds for work that we’ve already done. While we do our best to produce great results, we do not provide a money back guarantee. It’s really something that we hate to do, but we are providing a service that has results that vary for many reasons. If you are unsatisfied, please talk to your project manager and we’ll come to a solution that provides you with some type of resolution, but our policy is to not provide refunds for work that has been performed.
[If I cancel my package, will I lose all of my rankings?
It depends! SEO is an ongoing activity and just discontinuing the service could allow your competitors to catch up to you. Most clients don’t see a drop in rankings initially, but rankings will decrease after SEO has been neglected for an extended period of time. We recommend that you find another provider to pick up the work we’re doing if you decide to cancel with us. We believe that SEO is a long term investment that must be continued to see the long term benefits of the activity.
[What is a baseline report?
Our baseline report is basically an initial snapshot of your current rankings and SEO status at the start of the SEO campaign. We’ll use this to measure the results of our SEO activities. This is a very important report that demonstrates our ability to improve rankings. Each month, the baseline report is updated with the new rankings to show how things have progressed.
[How often are reports provided?
We do reporting one a month. Reporting is very time consuming and we limit reporting to clients so that we can focus on the work and less on reporting. Each month you’ll receive a comprehensive set of reports that show all activities we performed and the improvements in your rankings due to those activities. If you need an ad hoc report, please contact your project manager with the request and we’ll try to accommodate it.
[I see lots of links in the report are Pending?
We submit your site to various directories and sites that require approval from the site owner. This ensures that the quality of the submission site is maintained. It takes time for the approvals to take place, so we mark things as pending until approval is accepted. We’re working to improve our acceptance rates by building relationships with site owners, but there is always going to be links that have a pending status. If they are not approved, we’ll replace them with other link building activities to make up for the declined status of a link.
[My rankings keep fluctuating, why?
Search engines often have many servers producing results that are out of sync. It takes time for consistent rankings to be seen. You’ll see your rankings fluctuate from month to month due to a variety of factors, but it’s most common for sites that are newly created. The longer your site is live and being optimized, the more consistent your results in search engines will be. There is no simple way to get around this, but we try our best to maintain rankings once they are achieved.
[I’m seeing different rankings than what’s being reported?
Rankings fluctuate due to a variety of factors. You may be hitting a different server with your search request, which may be out of sync. The fluctuation may be in your favor or against. It’s something that occurs on nearly every report, but we’re providing results based on what our reporting tool is finding across several servers.