Today in Digital Marketing - SPECIAL: Secrets from a Facebook Ad Support Rep

Episode Date: July 21, 2021

As you may know, I'm on a mini- family holiday this week, so in lieu of a regular episode, we're playing this. A couple of months ago, I interviewed a real Facebook ad support rep. One of the people you are on the other end of a chat window with when things go south.This was not a Facebook-sanctioned interview, so we agreed to keep this person's identity confidential — we did, however, independently confirm that he is who he says he is, and does what he says he does.I thought it was an eye-opening look behind the magic curtain there, and I hope you enjoy it too.The next episode of this podcast will be Friday, when we do an extended episode that will cover all the digital marketing news of this week.• Get each episode as a daily email newsletter (with images, videos, and links) — b.link/pod-newsletter• Join our weekly listener Zoom every Friday at 3pm Pacific. Join here: b.link/listenerzoom  ADVERTISING:As low as $20. Info at b.link/pod-ads JOIN THE COMMUNITY:- Slack: b.link/pod-slack- Discord: b.link/pod-discord- Podcast Perks: b.link/pod-perks ENJOYING THE SHOW?- Rate and review: b.link/pod-rate- Leave a voicemail: b.link/pod-voicemail FOLLOW TOD:- Twitter: b.link/pod-twitter- LinkedIn: b.link/pod-linkedin- TikTok: b.link/pod-tiktok Today in Digital Marketing is hosted by Tod Maffin (b.link/pod-todsite) and produced by engageQ digital (b.link/pod-engageq). Subscribe at https://TodayInDigital.com or wherever you get your podcasts. (Theme music by Mark Blevis. All other music licensed by Source Audio.)Our Sponsors:* Check out Kinsta: https://kinsta.comPrivacy & Opt-Out: https://redcircle.com/privacy

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starting at $19 per month at zensurance.com. Be protected, be Zen. Hello, hello. at zensurance.com. Be protected. Be Zen. window with when things go south. This was not a Facebook-sanctioned interview, so we agreed to keep this person's identity confidential. However, we did independently confirm that he is who he says he is and does what he says he does. I thought this was an eye-opening look behind the magic curtain there, and I hope you enjoy it too. The next episode of this podcast will be Friday, when we will do an extended episode that will cover all the digital marketing news of this week. Well, thanks for doing this. I think it's, you know, we don't as digital marketers get a chance to kind of get,

see how the sausage is made as it were. All right. So let's first talk a bit about what your role is at Facebook. So currently you are not actually in the ads team, but you spent some time there. Is that right? Yeah, I've spent some time actually talking to people when they come on support. I was one of those people. But now I've moved to more of an analyst role. So you were one of those people who, when we digital marketers

got locked out of our ad account or an ad campaign got denied and we got on chat. You were one of those people behind chat. Yeah. Probably not you. You're in Canada. So can we just talk about the mechanics of that? How many people do you think are

doing that job there at Facebook? Globally? Yeah. A lot. A lot. Probably, well, I would say just because I'm in Europe. So I would say Europe probably has at least 2,000, 3,000 people. Really? Wow. And are they all sort of like...

The U.S. probably has more. I'm not sure, but the U.S. probably? Wow. And are they all sort of like... The US probably has more. I'm not sure, but the US probably has more. And then there's also like Asia and like Australia and all of that stuff. So are they grouped like that? Like people in North America will talk to a North American rep, people

in Asia talk to an Asian rep? Yeah, it's grouped by regions, yeah. I see. There is some some overlap sometimes depending on like how busy it is or what the time of day is because there's like in most cases there's no night support right there's nobody at night so but there's sometimes if like i don't know depending on different times when it's like projected that's going to be very busy they would leave it open but they would shift it to a different region so you like if you contact support late in the evening you might get someone from like i don't know malaysia or somewhere right right and because

it's their time of day when it's like working down working hours one of the things that that um you know when covid first came is we were all told you're going to get a lot more of a delay in reaching support because of COVID. What actually changed at that end? Like, did they reduce staff? Was there any real change at Facebook's? Or was that just like a line that they gave to us? It's more of like a technical issue because technical issue because they had to move everybody home.

So everyone's working from home. So especially at the start, the first two, three months, four months, it was a mess. And some of the teams were cut off because of security issues. Some of them can't work from home because you just can't. It's like, this is way too important to you be connected to your home Wi-Fi with this.

Right, right. Even with the VPN, it was that level yeah well most most of us use vpn but some of the stuff is like seriously like important so super confidential yeah so like i guess like people that manage what the risk of that would be yeah they had a lot of work because they still say that right i mean I mean, like in the forums, all the forums still say we're experiencing, you know, we don't have as many reps or things are a little slow still because of COVID.

Like, is that still true? It's probably because there's so many more like cases coming in of, I don't know. I mean, some teams are still affected. We also get like, we work with different teams, some teams are still affected. We also get like we work with different teams. Some teams are still affected by that.

There's like some teams have backlogs of different cases, different stuff, different issues. Some are okay. It all depends on like what the actual issue is. Yeah. So here's sort of the process that we've certainly experienced at our end here at our agency. So we get an ad campaign denied automatically by the bots, of course. And then we file an appeal and we get to talk with one of you folks, support reps. And that rep says that they can't see anything, really. They can't see why the ad was denied they can't see what the previous

enforcement like they it's as if they don't have any insight at all can you give us the straight goods there like what do you actually get to see as a support rep and what don't you see there is like a few things that can be seen but no details like it wouldn't say like at least for like that support it wouldn't say like exactly oh this part is violating or this specific thing is violating now it would say like in general terms like you in some cases it would be even the things that you say like when on ads manager it says disabled this policy, and there's a link to the policy. In some cases, that would be the same for us. That's like the only thing.

And you as a support rep cannot dive deeper to see what actually triggered it? No, it's only the actual policy team has access to that. There are completely separate teams. We don't talk to each other. We can just send stuff to each other, like cases. We can't actually talk. Really? Like that's a policy that you can't talk to the policy people? Yeah.

Like we can't talk to them, like in common words. I don't know. We don't have really much deals on it, but we would suppose that's mostly because of influence, someone trying to influence the policy team of doing something that they're not supposed to be doing. Right. So I would suppose it's that.

But there is in some specific cases where we can talk to someone from there, but those are like special pretty rare yeah um and then so so someone does say that they've got a you know an ad campaign got denied do you have the power if you if if you look if you look at it and it appears that the bot made a wrong decision can you a support person reverse it and get the campaign going again? No. How does that process work?

They have to pass it over to the policy team. Oh, so the policy people do that. Okay. Yeah. And then do you get any feedback from policy on why it was or just like nothing? It depends. There's like different processes.

Like sometimes, depending on also like there is different tiers of support and stuff like that, depending on a bunch of different things. Sometimes it would just like, there is different ways of sending to different teams, depending on what the problem is with the ad. Sometimes it's just like, it's basically like a system. You put the ad in, you send it off, just the ad, no text, no nothing. And it would just come up like rejected or approved. And that's it. It's like no details. And some of them would be like, well, it's mostly for like larger companies.

But I don't know, someone huge comes in for for, I don't know, Verizon or someone. And they have this issue and they have people in Facebook that work with them. And then they would list out like, oh, it's these ads on this policy because of issues with this and this. But usually, even in those cases, it's not strictly like, oh, this image in this part, or this video in this, or this word in this text. It's never that detailed with anybody. Right. And you mentioned there's different tiers of support, like tier one, tier two, that kind of thing.

Yeah. I think I know the answer to this. But if someone is on chat and they're not getting a satisfactory answer and they see can I talk to the next tier of support is that going to get them anywhere? Nope only the first tier

actually talk to people none of the above tiers talk to clients so there is no level that we advertise it to get beyond yeah the clients talk to clients. Oh, I see. Okay. So there is no level that we advertise it to get beyond. Yeah. The clients talk to level one, and then level one talks to level two. Level two can talk to level three. I can talk to someone that's like fourth level of support. I see.

It's only one level up, one level down. There's no skipping. Where is policy physically located? Well, there is different locations. I know there is definitely some in the US. And then there's also stuff around the world. I think some of them are for Asia. Some of them are in India. I think there's some in Malaysia.

So they're all scattered as well. Yeah, it's for different regions. It depends where they're all scattered as well. Yeah, it's for different regions. I think there is a really big site in the US. I don't know if I'm allowed to say where it is. Like where a bunch of different American

teams are. Yeah, they're mostly for North America stuff is in the US and for other agencies in those regions. Well, listeners to the podcast have been sending in a small handful of questions. Do you want to start hitting those now? Yeah, sure. All right. Here's the first one that came in.

Do representatives mark notes or have notes for certain ad accounts or Facebook accounts that inquire? So I guess they're saying that, like, is there a record based on the advertiser of like, you know, like this person is a pain in the ass or they're always asking? No, there isn't. Can you, if an advertiser gets to you, because through a chat chat support do you have any history of their past dealings with respect to enforcement? We could find their cases from before but we usually don't.

But there's no notes like notes section? No, there is no notes. Question number two. Do the internal teams at Facebook Oh God. I haven't read half of these, by the way. So some of these are as new to me as they are to you. Do the internal teams at Facebook understand just how consistently broken the entire platform is? Well, depends how internal. We do.

But the ad reps do. Yes, it's very broken sometimes, even for us. And then they say, is the lack of stable solutions a result of the understanding that business will still use it regardless? Or are there teams really trying to improve the backend user interface? There's so many different teams that work on so many different things. It's like I wouldn't even know where to look, where to go. Because there's

like, it's insane how many teams there is in Facebook. And they're all separate, and they all do different things. Yeah. I think what they're really asking here is does facebook do you get the sense that like the culture of facebook is that well the ad the ad platform is broken yeah but we're making enough money off of it that it's not a priority to like

really tweak and and do good things with it or is it that no actually facebook is like desperately trying to improve the ad interface we're just not really seeing that yet. Yeah. Well, there is both. Yeah. There is like, Oh, we're just,

we're just changing something to change something. I don't know. Innovation without purpose. Yeah. Or, but sometimes there is like, well, sometimes it's a lot of transition,

a lot of like full for legal reasons, especially lately. Yeah. It's like, we don't want to remove this, but these guys said we have to. But there's no, like, I'm not hearing you sort of say any sort of significant push on, you know, we keep hearing from our advertisers, like the small advertisers. Yeah, that would be like product design. We don't really have any contact with them. So I wouldn't really know anyone that is there.

Okay. Those guys are probably somewhere in California or somewhere. Question number three. When asking for your account to get unbanned, should I write a whole text about why I might be banned? Or does the Facebook worker see that, get annoyed, and keeps me banned? Wow, this person's had some

rough times. Oh, yeah. Well, for the support that's on chat or that... I think they're asking about the forums here. Do you guys handle the forms as well? No, it's

separated. If you just go on appeal form and just send it off. What does that go to? A forms people or does that go directly to policy or where do the forms go? If it's like a self-appeal form for, I don't know,

ad account is disabled and you go into the account and it says appeal and you click appeal and you fill out the details, that should go directly to policy. Oh, it's not that it doesn't matter. It's that's like that the person that they're talking to can't do anything. They still have to send it to policy. Right. So does it, does policy read the text? Do you think on those forms,

like if someone types in a really detailed explanation about why they feel it shouldn't be banned, do you think that policy is reading that or or is it just like a numbers thing? I guess that would really depend on the person that's there. Because, I don't know, I haven't worked in those teams, or I don't know

anyone that does there, but it's probably like as every team they have, they are on KPIs, and they're all like, how much time can they spend on something. And if it's an email with like, oh my God, I'm going to spend like 10 minutes reading this. It's like if they're in like, sometimes that like, oh, I have like, I don't know, three minutes to finish this, but it takes 10 to read.

Yeah, I got it. So what would be your advice then in terms of what people write in that form when they're doing an appeal? Short, precise. All right. And if someone reads it, yeah, definitely polite. It's like I don't know if people, but I don't know. It's like definitely you don't want to be rude to someone that is deciding on your account.

No, you're not wrong. You're not wrong. All right, question number four. And I don't know that you can answer this one, to be honest, but I'm going to read every single question that we got. We are at four of 10. Why are we seeing such performance drops recently? CPA is skyrocketing for many small businesses. I don't know that that's something you can answer, really.

Yeah, not really. There's so many different things. Because I get that. I've seen that a lot. Those clients come on, it's like, oh, I've seen that. I don't know. CPM is so much higher now. It's like, for you, for your account, for everybody, for region, for which day, for each one, it all depends. It's like a billion different factors.

It's like, oh, it's for everybody that I know, but how many people do you know? Do you get that in chat? Do people start up chat requests and ask you why it's so expensive? Yeah, they do. And is there a stock answer to that? Yeah, we can't really know why. It's the auction. It's an auction, yeah.

I mean, that is the real answer. Yeah, that's the real answer. Yeah. That's the real answer. I've had people on Black Friday, like two weeks- Why is it so competitive out there? Two weeks before Black Friday. Oh my God, my price tripled. Like really? Did it really? Did it really? Maybe you should stay the F away from Black Friday, dude. Yes. Come on. Maybe you should stay the F away from Black Friday, dude. All right. Question number five.

Google is an excellent example of a company that makes a telephone number available where reps can assist after asking a few questions about your specific issue. Why doesn't Facebook include this? Because customers are insane on the phone. I actually know a few people that do that in Google. And it's hell. It is hell. Receiving calls, as much as I've heard from a few people that I know that do that, it's insane how people can be horrible on that phone. Yeah.

It's like, I don't know. But it definitely wouldn't. i don't think it would help at all because uh older apps would just be busy like listening to people complain about stuff they can't change yeah yeah the answers wouldn't be any different it's still gonna be still the same same answer it's just gonna be longer and's going to have to listen to you yell at them. Oh, yeah, exactly. I just thought of one. How many chat sessions do you have open at a time? Are you just talking to one person at a time? Do you have like five conversations on your screen? It's either one or two.

Okay, so it's not terrible. One or two. Okay, great. Do you have business insurance? If if not how would you pay to recover from a cyber attack fire damage theft or a lawsuit no business or profession is risk-free without insurance your assets are at risk from major financial losses data breaches and natural disasters get customized coverage today starting at 19 per month at zensurance.com. Be protected. Be Zen.

Here's the same person says, Facebook chat support is tedious. The email feedback often leaves out details. Often small issues could be resolved faster with the benefit of blah, blah, blah. So this is about the phone still. Is phone support in the plans for facebook to include specifically for verified agencies or businesses spending thousands in ad revenue no idea and i think that answer is no really i mean you're not probably not but i i would yeah i wouldn't think it would be but i have no idea uh question number seven of ten talking about targeting, is there a maximum number of

interests that might be too much for the system? Like, can you overload interests, I guess, in an ad set? Can you do many? I wouldn't think it's like the amount of interests would even matter. Is it one or is it 35? Or is it 150? It's probably the amount of people that are in those interests. It's like, do you want to be an audience? Yeah. Yeah. I'm actually like, I was looking today at someone was like, just complaining in some case that I was reviewing.

It's like, oh my God. It's like, there's like, I don't know, 20,000 people have seen my ad and nobody purchased and the audience is 2.7 billion people yeah literally the whole world it's like why are you targeting the whole world speaking of targeting i'm outside the u.s and English is not the language of the country where I'm running ads. But I have found some professions and interests in the detailed targeting section that are in English. For example, cardiologist or mental health consultant.

Are these for English speaking countries or is it okay to assume that they apply to the same profession or interests in the language and country that I'm in, which is Mexico slash Spanish? Yeah, yeah. They would be, all of them would be in English. Like all the interests are like, I don't know. People that are interested in, I don't know. People that are doctors. I think they're saying that if they target mental health consultant, and it shows up in English, of course, is the platform also going to target mental health professionals

who are in Mexico and speak Spanish? Yeah, probably, yeah. I believe so, yeah. I would think so. It'd be a pretty big system not to. It would, yeah. Also, if they're people interested in, I don't know, bowling, it wouldn't be just people that have bowling in English. It would be whatever it's called in their language. Yeah.

All right, here's one for you. How much do you get paid? Ha-ha! Not enough. That I believe. That I believe. yeah but i i wouldn't want to go in there yeah all right would you let me let me just push gently a tiny bit further on that would you say that your salary is on par with other support roles in say cell phone companies cable television do you think it's generally higher

salary like where would you put yourself it depends it's also like it's also based on like what country it is then what's like what company it is because like Facebook also works with like a bunch of different like contractor companies

so it depends like on that also, not just on Facebook. It's like Facebook pays them a sum of money for, I don't know, 500 people that they employ on behalf of Facebook. And then it's that company's thing of how much they're going to pay their people. Gotcha. So it's not always Facebook decision or something.

Why are so many accounts getting closed down for obviously wrong reasons? And why are they so hard to open up again? I love those obviously wrong reasons. No, no, to be fair, hang on, to be fair, there are some cases where it is obviously wrong, you know, where the bot has made a decision. I'm going to take this questioner's side on this one.

There are cases when, and not a few cases, where genuinely the system's made a mistake, and it's really hard to get that back. Yeah, well, there is a lot of... All of those are basically reviewed by the system. Nobody's sitting there reviewing

ad accounts all day unless it's an appeal. Yeah. Because it would be insane to even expect that people would review billions of ads a day. Yeah. But why do you think it's so hard for those, even if people appeal them, to find out why they got denied and to get that account back?

Well, it depends why it was disabled. It all depends. If there's all kinds of different policies based on what it gets disabled. It's not even only just ad policy, even though it's an ad account, so it would be kind of logical. But there is other policies that affect, it can be related to the user or the page or the... It's like you can get, I don't know.

For example, if a user gets disabled and he's the only admin on an ad account the ad account is going to get disabled or if there's like what they what i think most most of the social media companies call that like a they consider it a bad actor so it's like a profile or a person that is like, ingenuine, as they I think they would call it ingenuine. That's then like, that brings the risk higher that any related ad account or a business manager or a page would be disabled. So it might not even be anything on the ad account itself that's getting it disabled. It could be related to something else.

Will you concede, though, that there are instances? There's definitely mistakes in some places, yeah. I mean, sometimes it is impossible to get that approved unless it gets to someone who's actually going to look at it in detail. But in some cases, it's not even possible to get it there, especially if it's a small business or something. Yeah. So let's say that someone has an ad campaign or ad account, whatever, denied. They appeal it. So it goes to the people in policy. Someone in policy is very busy that day or didn't look at it again kind of like a you know hey wait a minute this person like please look at this again like an appeal of the appeal i guess is what i'm asking yeah i think the all of the all of it's uh it's a three appeal limit on most

things uh so you can appeal three times for almost and do they go to different people each time yeah it goes to like different people it wouldn't go to the same person And do they go to different people each time? Yeah, it goes to different people. It wouldn't go to the same person. And does it go to a higher level person each time or tier level? Probably not. I don't know. So it would go to three different people at policy that have basically the same job. Most probably if it's the same thing probably, if it's the same thing,

like if it's the same ad, but it's just appealed again, probably would go to the same team, just whoever is assigned to there. I don't think it would go to the same person. Yeah. And do you think that if on the third appeal, the person who's reviewing the third appeal, does that file carry with it the notes of the previous two appeals? Like, are they able to say this got denied?

We rejected appeal one. We rejected appeal two. Does appeal person number three get access to that history? I don't know because I don't have any access to the policy process and how their system looks like or what they see. Okay, and fair enough. And as we mentioned at the beginning, you did not work in policy. No. That's completely right. How can companies with specific demographics properly target their audience without violating anti-discriminatory policies? Oh, well, there's a special category for that.

If it's in a special category, they just need to select the category, I guess. Yeah, I think that's what they're asking. Yeah, maybe they just aren't aware of that. Last question. We've often noticed that when using the conversion objective for higher price items, our CPM will often be ridiculous compared to campaigns with a lower CPL. I'm not sure why they're saying cost per lead here. Sometimes over $50 CPM for an ad set that has no targeting besides the United States since the iOS update.

What gives? Why would it have no targeting? That's like 300 million people for a conversion campaign. Why? Hang on. Yeah, that doesn't make any sense. That can't be what they mean. Hang on a second. We've often noticed that when using the conversion objective for a higher price items, our CPM will often be ridiculous compared to campaigns with a lower. And they're saying CPL here, sometimes over a $50 CPM for an ad. So it has no targeting besides the United States.

Yeah. I think that's what they mean. I think they mean everyone in the United States. So I guess they're saying, why if it's such a broad audience is the CPM high? Like generally, if you're targeting broad, the CPM stays fairly low. Also, I believe maybe they think that

if there's a difference in CPM if you're selling stuff that's, I don't know, $10 and if it's like $150. It's the auction, right? I mean, that's the... Well, I guess for the system it's easier to find someone who's going to buy something for $10 than someone who's going to buy something for $100. True, true, true.

So those were the questions. And I want to thank everyone who sent in the questions. Let me ask you now, do you have anything that you would like to share with the digital marketing community is there anything like if you had when you were in that role a big bullhorn that you could just tell everybody something in in our world what would it be one thing that annoys me every day constantly almost like every case that i see that people can't show what their issue is. They're so incapable of coming on chat and like, can I get a screenshot of this?

And they send me like a screenshot that's like five inches by five inches of just the error. It's like, come on. Wait a minute. You wanted a screenshot of the ad? Like, for example, I'm getting this and this error

when I try to do this. It's like, okay, can you get me a screenshot of where that is? Like the screen there. And they sent me a screenshot that literally just says something went wrong. Please try again. It's like, seriously.

Or people that, this is just my own pet peeve, but people that don't know how to do screenshots. I've seen so many agencies that spend millions of dollars and have people that don't know how to take a screenshot of the screen and they take a take their phone and they take a picture of their screen it's like seriously oh that's not even the worst one uh the worst one i've seen is a person not only did they not open the camera and take a picture with their phone,

they've opened Instagram, went into the camera on Instagram app. What? Wait, this is not even the worst part. So they went into the Instagram on the Instagram app and you know it's Instagram because it has all the filters on the bottom.

Yes. And you have to launch the app. Yes, you have to launch the app. And then to make it even worse, while they have it open, like the camera is open on Instagram, they've screenshotted their phone screen.

Okay, wait a minute. Let me see how complicated this is. So to get you a screenshot, they launched Instagram. They held their phone up to their desktop or laptop so that they were looking now

through the Instagram camera and they screenshotted the mobile app of that. Yes. Wow. How old was this person? Do you know? I would say under 40, definitely.

What? Definitely under 40. You told me a story a month ago of a big agency that had told all of their staff to create gray accounts. Do you remember that? Yeah, that was fun. Can you tell that story again of what happened and everything? This is one of those word-to-the-wise stories.

Like agencies, some of them, I don't know who makes those. Probably their bosses that don't actually work on any of those things. So they made their own internal policy, like just for the agency. That's now their rule that all of the employees that they have must create separate Facebook accounts. And then... Like separate personal accounts. Yeah, separate personal profiles. So they have two personal accounts now.

Yeah, so they have two personal accounts, two personal profiles. How big was this agency? How many staff people did they have? I think just, they have like multiple business managers for like different regions and different countries. They're really like global companies. They're like hundreds, hundreds and hundreds. Yeah, so just in that one where they had the issue, probably over 200 people. Okay, so they told them to all create second personal profiles. Yes, like second personal profile,

and then they would only be working on that profile. They should not use it for anything else, only for work, and they should never use their actual personal profiles. And then logically, because the system recognizes that you have like two profiles and you have the same name. And also most of the other ones, they have like no profile picture, no cover picture, no nothing, no posts, no friends. Yeah, I expect it's pretty easy for the algorithm to figure this out. Like no friends, no nothing. And they've suddenly added into high-level agency account.

Imagine how... I guess the system that detects hacking was overloaded. So what happened to them? What happened to them? The business manager and everything got locked out for obviously

suspicious activity. And that happened automatically or was there someone that was like, no. I think it gets automatically when the system detects like hacking attempt. It is shocking to me how many, we've run into this. We do things, I would like to think, right? You have actually been inside our agency's business manager. So you would know. I don't remember where I looked, but I i can you've probably seen a million of them but we deal with you know

other agency partners and i there was one there's one client in particular that had another agency partner that was handling their facebook ads um and they were running so we came on board we were going to do engagement in moderation which is our bread bread and butter. And so to do that, we needed access to the Facebook assets. So peculiarly, their ad agency owned the ad account, which in itself is wrong, but whatever, it happens, right? So we had to ask the other ad agency to make us a partner. And that ad agency replied and said, we can't make you a partner on this account. And I said, yes, you can. If you're the owner of the ad account, which you can, which you are, just add my agency.

Here's our business ID as a partner. Well, we can't do that. So do you know why they couldn't do it? Why? Because, and again, this was a big agency. This was a big agency, hundreds of employees. People in the industry would know the name of this industry of this agency yeah they were running all of their clients ads out of one

ad account okay which is against facebook policy all of them out of and it gets worse not only were they running it out of all all of clients, out of a single ad account, the reason they couldn't add us as a partner was because that ad account was actually the personal ad account of an employee that hasn't worked there in two years. That's just insane. That's a big agency like how do they it's unbelievable to me yeah the other thing that I really get annoyed because like especially when it's agencies

when you like and they don't own stuff like some of you they don't own stuff and they like some of the things they should not own but then like I don't know you you tell them, like, oh, it's like you don't own this asset. You have to, like, contact your client

and tell them to change this and this because they are the admin. You just have, like, agency access. And they should, like, go in here, change this, give you access to this, and they don't want to do it. It's like they're afraid to ask clients for anything. Like, anything. It's like,

oh, like, they're going to think we don't know what we're doing. Well, you don't know what you're doing. Yeah. Do you like your job? Well, it gets annoying sometimes, but I mean, it's alright.