Before talking to a provider, identify the support you need and what you want them to do. This will help you decide if their services meet your needs, how much their services cost, when you need to pay them and for how long.

Ask for work examples and contact details of current and former clients. This will help you decide if the providers experience and recommendations suit your business needs, if expectations have been met and how they interact with their clients.

Good communication and frequent meetings with your provider can help manage issues and create opportunities. This is important to get the services and results you need.

Many providers have service standards, so you know what to expect, including guaranteed response times. If a provider isn’t open and honest about expectations, results, and costs at the start, they are unlikely to improve over time.

Make sure you have a contract to meet your business’ needs with your provider. 

Check and ask that the following are included:

• a clear statement of what you will receive and when (including the timing for social media boosts where relevant)
• any important statements previously made to you by the provider (don’t expect anything that is not included)
• all costs, payment timings and overall contract costs 
• regular and detailed reporting of results
• simple and clear exit processes, including early termination and any penalties
• clear steps for dispute resolution that includes mediation 
• a clear statement on termination, that provides for:
  • any needed training
  • handover of assets, access, permissions, passwords, and systems
  • return of all social media channels and advertising accounts.

Also ensure your contract does not include payments for any unnecessary services or products. 

If you have a problem with your provider, work out your next steps and get back to business by using the dispute support tool.