Account Management
Client Escalation Guide
1
Who handles what
| Person | Owns | Go to them for |
|---|---|---|
| Guy | Account management, client communication, LP edits, report delivery | Day-to-day client contact, text edits, reporting questions |
| Josh | Strategy, campaign decisions, client relationships at director level | Budget changes, campaign changes, strategy questions, client escalations, ad policy issues |
| Teddi | All technical implementation — tracking, LPs, automations, pipelines | Tracking issues, broken pixels, form handlers, LP structural changes, Cloudways deployments, Claude Code briefs |
When in doubt: performance questions → Josh. Technical questions → Teddi. You handle everything in between.
2
Performance questions
| Situation | Handle yourself | Escalate to Josh |
|---|---|---|
| Client asks "how are my ads going?" | Pull WhatConverts + weekly report data, give a summary | If they're unhappy with performance |
| Lead count is down this week | Check WhatConverts and tracking first. If it's a tracking issue, flag to Teddi. | If leads are genuinely down and you've ruled out tracking issues |
| Client wants to increase budget | — | Always. Don't commit to budget changes yourself. |
| Client wants to pause a campaign | — | Always. Get Josh's sign-off before pausing anything. |
| Client asks about a competitor's ad | Note it and pass to Josh | Pass to Josh for strategic context |
| "Why is my cost per lead up?" | Check WhatConverts + Google Ads data. Prepare a summary. | If the cause isn't clear or it needs a campaign change to fix |
3
Tracking issues
| Situation | Action |
|---|---|
| WhatConverts leads drop to zero overnight | Check pixel is still on the site. Flag to Teddi immediately with the client name and when it dropped. |
| Google Ads showing zero conversions but WC looks fine | Flag to Teddi — WC to Google Ads import may be broken. |
| Meta Pixel not firing | Flag to Teddi with the client name and the Events Manager URL. |
| GA4 showing no data | Flag to Teddi — GTag may have been removed by a site update. |
| Form submissions not coming through | Flag to Teddi — form handler may be broken. |
Never adjust campaigns in response to a tracking issue. Always confirm the tracking is working correctly before concluding that performance has actually changed.
4
Client requests
| Request | Who handles it | Notes |
|---|---|---|
| Update phone number on LP | Guy | Text edit in GitHub — see LP Editing Guide |
| Update business hours | Guy | Text edit in GitHub |
| Add a new review | Guy | Text edit in GitHub |
| Change button colour or layout | Teddi (via Claude Code brief) | Write a brief using Claude, run through Claude Code |
| Add a new section to the LP | Teddi | Flag to Teddi with the request |
| New landing page for a new service | Guy (brief form) + Teddi (review) | Use the LP brief form once the pipeline is live |
| Change ad copy | Josh | All ad copy changes need Josh's sign-off |
| New campaign | Josh | Strategy decision — always Josh |
5
Urgent situations
| Situation | Action | Urgency |
|---|---|---|
| Ad account suspended | Flag to Josh immediately. Don't try to resolve it yourself. | 🚨 Immediate |
| Client's website is down | Flag to Teddi (if it's an MM-hosted LP) or the client's web host. | 🚨 Immediate |
| Client reports no leads for 48+ hours | Check WhatConverts and tracking. Flag to Teddi if tracking issue, Josh if genuine performance issue. | 🚨 Same day |
| Billing issue / payment failure | Flag to Josh. Don't touch billing settings yourself. | 🚨 Same day |
| Client making a formal complaint | Flag to Josh. You can acknowledge receipt, but don't commit to anything. | 🚨 Same day |