Global Real Estate client

When a client paused, we stood by them.

Here’s the full story — plus our honest mindset & takeaways.

When priorities shift, loyalty matters

As of March 1st, 2025, one of our long-term international clients paused all digital marketing activities.

Not because performance was poor, but internal restructuring changed their short-term priorities, and marketing had to take a back seat.

How we responded

Instead of treating it like a lost contract, we treated it like a moment that called for partnership.

We immediately reached out and explored every possible way to keep the momentum:

• Temporarily lowering our service fee
• Reducing hours to essential tasks only
• Cutting down ad budgets to the absolute minimum

Not because we hand out discounts.
But because we genuinely believe in this client, and in the long-term success we’ve been building together.

When “not now” was the final answer…

We knew that fully pausing Google Ads has consequences. Campaigns lose history, algorithms reset, and rebuilding from zero later on becomes time-consuming and expensive.

So, we offered something bold:

Let us keep supporting you for a few more months — free of charge.

Not a full-service package, but essential maintenance:

• Monitoring conversion tracking
• Fixing disapproved ads
• Ensuring their campaigns kept running
• Watching CPC & CTR for major shifts

It’s not something we normally do.
We don’t reduce fees lightly — and we definitely don’t offer free service.

But in this case, we chose to act out of care — because we believed in the relationship, in their future, and in the long-term partnership we’re committed to.

Trust is the real strategy

This gesture wasn’t about keeping a foot in the door.
It was about building trust — the kind that lasts beyond contracts or campaigns.

We weren’t just offering a service.
We were showing up — because that’s what true partners do.

Moral of the story

Yes, we need our clients. But our clients need us too.
We view every collaboration from a broader perspective — in good times and bad.
Helping each other and creating real trust isn’t optional.

Just like posting this story might seem like a “risky move” to some, for us it reflects the transparency and humanity the industry needs more of.

And honestly?
Being radically human is still the best marketing strategy we know.

When a client wants to pause or cancel, here’s what we’ve learned:

❌ DON’T

• Don’t beg to keep the client onboard
• Don’t cut off communication without listening
• Don’t react emotionally (anger, fear, frustration)

✅ DO

• Listen carefully to why the client wants to pause (or end) the collaboration
• Try to understand their current priorities
• Offer a proposal that could bring you back together in the future
• Acknowledge the pause, but clearly explain the potential consequences of a full stop