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Inspect what you expect. Most vendors claim to be turnkey, but most play the dangerous balancing act of minimum amount of account maintenance vs staff. I did a stint at a digital marketing agency, and we did weekly or biweekly check in calls with stores, and looked at performance of all vendors, clicks, site performance, lead count, and lead handling.

When I was in a store I worked with my vendors weekly to make sure things were on track. Your situation blows my mind.