Joyce C.
I’d incorporate that because it gives a…
I’d incorporate that because it gives a concrete example of why you felt the service was passive: > Our overall experience with Reach Giant has been very disappointing. > > At the beginning, they made a lot of promises and presented a very convincing story about what they could achieve for our business. They came across as highly experienced, knowledgeable and proactive, which gave us confidence that our account would be in good hands. > > Unfortunately, the reality has been very different. The service has felt extremely passive. There has been very little proactive communication, analysis or guidance, and we often felt that we were the ones having to identify problems and push for action. > > What concerned us most was the lack of understanding of our account and our business. The person managing our account did not even appear to know which of our products were performing well. At one point, we were also told that we did not need to have so many meetings. This was particularly frustrating because, from our perspective, there was already very little proactive management taking place. > > Our Google Ads performance became noticeably worse, and it was only after **we identified the problem and raised it ourselves** that changes started being made to the campaigns. We hired an agency because we expected them to monitor performance, identify issues and take action proactively — not wait for us to notice that something was going wrong. > > The biggest disappointment is the gap between what was promised during the sales process and what was actually delivered. They gave us the impression that they had extensive experience and would actively help drive the business forward, but our experience has been the opposite. > > Based on the service we received, I would not recommend Reach Giant.