We began working with DogTired in April of From April - October we worked on a total of distinct projects for the client as follows: 20-Hour Maintenance Contract - 4/20-Hour Maintenance Contract Extension - 5/SEO Keyword Research - 5/Funnel Creation - 5/20-Hour Maintenance Contract Extension - 6/21-Hour Maintenance Contract Extension - 7/Mobile Re-Theming (30) - 7/Over the course of months we contracted on different projects for a total of hours of labor on different types of projectsWhen all was said and done we invested a total of hoursMaintenance Contracts:======================These are discounted blocks of web development hours and are primarily used to handle web updates and miscellaneous web maintenanceFor these projects, we are limited by the number of hours that the client pays forDuring this phase of work for the cleint we received many "thank you's" from the business owner as well as the staff that works with herWhen the last maintenance contract had exhausted we asked the client if they'd like to extend their time on the maintenance contract because we still had a backlog of requests that their team has sent in for supportOn July 22, the client informed us that she would not like to extend the maintenance contract and put everything in the backlog on holdFrom July on, any new requests that came in OR any requests that were currently in progress (of which there were quite a few) stopped until we had more maintenance contract timeThese tasks include: - scoping out new customer signup process - welcome packet feedback - work on electronic versions of the "new client" forms - etcThis list of backlogged items was shared with the client multiple timesIn the months that we had Active Maintenance contracts we received, repaired and responded to well over emails for serviceSEO Keyword Research:=====================This "product" includes performing keyword research for the client, creating an active TODO list of items that the client can do to increase their SEO performance and assisting the client in implementing the more technical updates (if time is left on the contract)The entire project was completed and delivered to [redacted] at Dog Tired on May 26th including the original keyword research spreadsheet with raw data that was collected as well as a list of SEO tips to help the client get the most out of their SEO Keyword Research and a minute personal video explaining the entire process and how to use the dataAt the end of this project we did have a little extra time left so we started to perform the highest value work first for the client until we were out of timeUPDATE: As of the writing of this response I have checked the client’s website and they have indeed been implementing the changes that we suggested so the client has definitely received the workWebsite Re-Theming:===================As part of the SEO process, the Dog Tired Marketing person (Nina) was also doing some research on the topic and sent over a link to a [redacted] Report that showed the website's current wordpress theme wasn't Mobile ResponsiveThis is a problem for SEO so Nona asked if we take a look at itI took a look, tested it myself and the site was indeed showing up as NOT mobile friendly so I brought it up ***The best time to repair the site structure was going to be before they started a large SEO campaign internallyI asked [redacted] is she wanted to have us create a new mobile responsive theme as was identified by her marketing personShe approved and this project was added to the listThe scope of this project was to recreate the existing company website with a better, mobile-responsive Wordpress themeBasically, when we were done you would never be able to tell that anything happened to the site because all the changes were structuralBecause this is a good time to perform any mild graphical updates - and because we had been working so well with the client, I instructed my project manager to go ahead and perform some slight graphical tweaks to the project because I knew there were a few things the client wasn't completely happy withAll of this design work was done pro-bono as a "thank you" for the work and relationship that we were forming with the clientThis additional design work came in just over hoursNone of the additional time was billed but it did extend the project quite a bitWithin a week of the new site launching, the work we did resulted in the following: technical issues with the website have been resolved Site errors have dropped from with the previous site to Site warnings have dropped from down to Site notices have dropped from down to Overall SEO score for the domain has increased from 69% to 81%We were expecting some results but these were amazing! Marketing Funnel Creation:==========================This project contains many smaller tasks including: - Create Overall Marketing Strategy - Format Lead Magnet - Create Landing Page - Create Dynamic Thank You Page - Consult and edit (email series) - Create Facebook Ads - Setup ad campaign and pixel - Integrate into autoresponder For each of these elements we don't have a lot of time so the way these projects work is that we spend our time doing what we do best (the technical and strategy) and then we guide the client on the content that we need to have them createFor the Dog Tired project - Now that we had the SEO done we could use this new research on our marketing funnelWe created the strategy, created the funnel, created the offer, created a email drip series, put together a list of the resources that were necessary (email content, text for their free offer, etc) and even shot a 20+ minute video walking the client through what the purpose is for each email and even providing some example textWhen we sent the todo list to [redacted] we had already completed 85% of the projectAt that time [redacted] asked if we were going to help write the emailsI explained that we COULD help write some of the more transaction-based emails but we typically don't for two reasons: Marketing messages are always better if they come from the business ownerA marketer may guide the client what to say but to create connection with the prospect - it really needs to be from the business This is a fixed-bid project and our time is limitedI'm pretty flexible on where the time gets spent but if the client wants us to spend extra time writing emails, that means we have less time to format the "free giveaway" and that element was going to need all of the time that we had allotted for it At that point the communication with the client degraded to the point where the conversations were no longer fruitful and the client began making demands for a refund, making threats, posting inaccurate reviews online, etcObviously, I'm bothered anytime a project doesn't go smoothly but to come to any sort of agreement or compromise (which we tried to do) , emotion needs to get taken out of the equation so the facts can be examined by themselvesI've had multiple conversations with the client and have explained the different portions and scope on each of the projects on many different occasions yet still the client gets upset everytime we say NO to a task that is out of scopeOf the projects that we were hired to do, have been completed and one is waiting on feedback from the clientTo get to the client’s original complaints: Complaint #1: Were hired for things, paid over $14K and have not received the updates or the sales funnel### RESPONSE ###This in incorrectWe were hired for different tasksof them have already been completed and sent to the client and #is waiting on feedback from the client and payment of over $with is now more than days Past DueIn each of the tasks listed above we have kept communication with the client the same way we have been with 1000’s of other clients over the past yearsIt is a system that we have in place to make sure that nothing “slips through the cracks”Complaint #2: Not honest, not fair, does not care about small business ### RESPONSE ###As I mentioned earlier, I’ve been running a web marketing agency for almost years that specializes in small businessIn that time we’ve run 1000’s of projects and have fine tuned our processes to be the most efficient and cost-effective as possibleIt is the creation of systems that allows us to handle each project exactly the same to produce a consistent work outputI'm very sorry this client's expectations weren't met but their projects have been completed and they've been completed well
We began working with DogTired in April of 2016. From April - October we worked on a total of 7 distinct projects for the client as follows: 1. 20-Hour Maintenance Contract ...
- 4/282. 20-Hour Maintenance Contract Extension - 5/103. SEO Keyword Research - 5/74. Funnel Creation - 5/105. 20-Hour Maintenance Contract Extension - 6/146. 21-Hour Maintenance Contract Extension - 7/017. Mobile Re-Theming (30) - 7/01 Over the course of 2 months we contracted on 7 different projects for a total of 153 hours of labor on 4 different types of projects. When all was said and done we invested a total of 194.25 hours. Maintenance Contracts:======================These are discounted blocks of web development hours and are primarily used to handle web updates and miscellaneous web maintenance. For these projects, we are limited by the number of hours that the client pays for. During this phase of work for the cleint we received many "thank you's" from the business owner as well as the staff that works with her. When the last maintenance contract had exhausted we asked the client if they'd like to extend their time on the maintenance contract because we still had a backlog of requests that their team has sent in for support. On July 22, the client informed us that she would not like to extend the maintenance contract and put everything in the backlog on hold. From July 22 on, any new requests that came in OR any requests that were currently in progress (of which there were quite a few) stopped until we had more maintenance contract time. These tasks include: - scoping out new customer signup process - welcome packet feedback - work on electronic versions of the "new client" forms - etc. This list of backlogged items was shared with the client multiple times. In the 4 months that we had Active Maintenance contracts we received, repaired and responded to well over 200 emails for service. SEO Keyword Research:=====================This "product" includes performing keyword research for the client, creating an active TODO list of items that the client can do to increase their SEO performance and assisting the client in implementing the more technical updates (if time is left on the contract). The entire project was completed and delivered to [redacted] at Dog Tired on May 26th including the original keyword research spreadsheet with raw data that was collected as well as a list of 20 SEO tips to help the client get the most out of their SEO Keyword Research and a 30 minute personal video explaining the entire process and how to use the data. At the end of this project we did have a little extra time left so we started to perform the highest value work first for the client until we were out of time. UPDATE: As of the writing of this response I have checked the client’s website and they have indeed been implementing the changes that we suggested so the client has definitely received the work. Website Re-Theming:===================As part of the SEO process, the Dog Tired Marketing person (Nina) was also doing some research on the topic and sent over a link to a [redacted] Report that showed the website's current wordpress theme wasn't Mobile Responsive. This is a problem for SEO so Nona asked if we take a look at it. I took a look, tested it myself and the site was indeed showing up as NOT mobile friendly so I brought it up [redacted]. The best time to repair the site structure was going to be before they started a large SEO campaign internally. I asked [redacted] is she wanted to have us create a new mobile responsive theme as was identified by her marketing person. She approved and this project was added to the list. The scope of this project was to recreate the existing company website with a better, mobile-responsive Wordpress theme. Basically, when we were done you would never be able to tell that anything happened to the site because all the changes were structural. Because this is a good time to perform any mild graphical updates - and because we had been working so well with the client, I instructed my project manager to go ahead and perform some slight graphical tweaks to the project because I knew there were a few things the client wasn't completely happy with. All of this design work was done pro-bono as a "thank you" for the work and relationship that we were forming with the client. This additional design work came in just over 26 hours. None of the additional time was billed but it did extend the project quite a bit. Within a week of the new site launching, the work we did resulted in the following: 1. 571 technical issues with the website have been resolved 2. Site errors have dropped from 136 with the previous site to 14 3. Site warnings have dropped from 723 down to 302 4. Site notices have dropped from 303 down to 16 5. Overall SEO score for the domain has increased from 69% to 81%. We were expecting some results but these were amazing! Marketing Funnel Creation:==========================This project contains many smaller tasks including: - Create Overall Marketing Strategy - Format Lead Magnet - Create Landing Page - Create Dynamic Thank You Page - Consult and edit (5 email series) - Create Facebook Ads - Setup ad campaign and pixel - Integrate into autoresponder For each of these elements we don't have a lot of time so the way these projects work is that we spend our time doing what we do best (the technical and strategy) and then we guide the client on the content that we need to have them create. For the Dog Tired project - Now that we had the SEO done we could use this new research on our marketing funnel. We created the strategy, created the funnel, created the offer, created a 7 email drip series, put together a list of the resources that were necessary (email content, text for their free offer, etc) and even shot a 20+ minute video walking the client through what the purpose is for each email and even providing some example text. When we sent the todo list to [redacted] we had already completed 85% of the project. At that time [redacted] asked if we were going to help write the emails. I explained that we COULD help write some of the more transaction-based emails but we typically don't for two reasons: 1. Marketing messages are always better if they come from the business owner. A marketer may guide the client what to say but to create connection with the prospect - it really needs to be from the business. 2. This is a fixed-bid project and our time is limited. I'm pretty flexible on where the time gets spent but if the client wants us to spend extra time writing emails, that means we have less time to format the "free giveaway" and that element was going to need all of the time that we had allotted for it. At that point the communication with the client degraded to the point where the conversations were no longer fruitful and the client began making demands for a refund, making threats, posting inaccurate reviews online, etc. Obviously, I'm bothered anytime a project doesn't go smoothly but to come to any sort of agreement or compromise (which we tried to do) , emotion needs to get taken out of the equation so the facts can be examined by themselves. I've had multiple conversations with the client and have explained the different portions and scope on each of the 7 projects on many different occasions yet still the client gets upset everytime we say NO to a task that is out of scope. Of the 7 projects that we were hired to do, 6 have been completed and one is waiting on feedback from the client. To get to the client’s original complaints: Complaint #1: Were hired for 3 things, paid over $14K and have not received the updates or the sales funnel. ### RESPONSE ###This in incorrect. We were hired for 7 different tasks. 6 of them have already been completed and sent to the client and #7 is waiting on feedback from the client and payment of over $1300 with is now more than 90 days Past Due. In each of the tasks listed above we have kept communication with the client the same way we have been with 1000’s of other clients over the past 19 years. It is a system that we have in place to make sure that nothing “slips through the cracks”. Complaint #2: Not honest, not fair, does not care about small business ### RESPONSE ###As I mentioned earlier, I’ve been running a web marketing agency for almost 20 years that specializes in small business. In that time we’ve run 1000’s of projects and have fine tuned our processes to be the most efficient and cost-effective as possible. It is the creation of systems that allows us to handle each project exactly the same to produce a consistent work output. I'm very sorry this client's expectations weren't met but their projects have been completed and they've been completed well.
We began working with DogTired in April of From April - October we worked on a total of distinct projects for the client as follows: 20-Hour Maintenance Contract - 4/20-Hour Maintenance Contract Extension - 5/SEO Keyword Research - 5/Funnel Creation - 5/20-Hour Maintenance Contract Extension - 6/21-Hour Maintenance Contract Extension - 7/Mobile Re-Theming (30) - 7/Over the course of months we contracted on different projects for a total of hours of labor on different types of projectsWhen all was said and done we invested a total of hoursMaintenance Contracts:======================These are discounted blocks of web development hours and are primarily used to handle web updates and miscellaneous web maintenanceFor these projects, we are limited by the number of hours that the client pays forDuring this phase of work for the cleint we received many "thank you's" from the business owner as well as the staff that works with herWhen the last maintenance contract had exhausted we asked the client if they'd like to extend their time on the maintenance contract because we still had a backlog of requests that their team has sent in for supportOn July 22, the client informed us that she would not like to extend the maintenance contract and put everything in the backlog on holdFrom July on, any new requests that came in OR any requests that were currently in progress (of which there were quite a few) stopped until we had more maintenance contract timeThese tasks include: - scoping out new customer signup process - welcome packet feedback - work on electronic versions of the "new client" forms - etcThis list of backlogged items was shared with the client multiple timesIn the months that we had Active Maintenance contracts we received, repaired and responded to well over emails for serviceSEO Keyword Research:=====================This "product" includes performing keyword research for the client, creating an active TODO list of items that the client can do to increase their SEO performance and assisting the client in implementing the more technical updates (if time is left on the contract)The entire project was completed and delivered to [redacted] at Dog Tired on May 26th including the original keyword research spreadsheet with raw data that was collected as well as a list of SEO tips to help the client get the most out of their SEO Keyword Research and a minute personal video explaining the entire process and how to use the dataAt the end of this project we did have a little extra time left so we started to perform the highest value work first for the client until we were out of timeUPDATE: As of the writing of this response I have checked the client’s website and they have indeed been implementing the changes that we suggested so the client has definitely received the workWebsite Re-Theming:===================As part of the SEO process, the Dog Tired Marketing person (Nina) was also doing some research on the topic and sent over a link to a [redacted] Report that showed the website's current wordpress theme wasn't Mobile ResponsiveThis is a problem for SEO so Nona asked if we take a look at itI took a look, tested it myself and the site was indeed showing up as NOT mobile friendly so I brought it up ***The best time to repair the site structure was going to be before they started a large SEO campaign internallyI asked [redacted] is she wanted to have us create a new mobile responsive theme as was identified by her marketing personShe approved and this project was added to the listThe scope of this project was to recreate the existing company website with a better, mobile-responsive Wordpress themeBasically, when we were done you would never be able to tell that anything happened to the site because all the changes were structuralBecause this is a good time to perform any mild graphical updates - and because we had been working so well with the client, I instructed my project manager to go ahead and perform some slight graphical tweaks to the project because I knew there were a few things the client wasn't completely happy withAll of this design work was done pro-bono as a "thank you" for the work and relationship that we were forming with the clientThis additional design work came in just over hoursNone of the additional time was billed but it did extend the project quite a bitWithin a week of the new site launching, the work we did resulted in the following: technical issues with the website have been resolved Site errors have dropped from with the previous site to Site warnings have dropped from down to Site notices have dropped from down to Overall SEO score for the domain has increased from 69% to 81%We were expecting some results but these were amazing! Marketing Funnel Creation:==========================This project contains many smaller tasks including: - Create Overall Marketing Strategy - Format Lead Magnet - Create Landing Page - Create Dynamic Thank You Page - Consult and edit (email series) - Create Facebook Ads - Setup ad campaign and pixel - Integrate into autoresponder For each of these elements we don't have a lot of time so the way these projects work is that we spend our time doing what we do best (the technical and strategy) and then we guide the client on the content that we need to have them createFor the Dog Tired project - Now that we had the SEO done we could use this new research on our marketing funnelWe created the strategy, created the funnel, created the offer, created a email drip series, put together a list of the resources that were necessary (email content, text for their free offer, etc) and even shot a 20+ minute video walking the client through what the purpose is for each email and even providing some example textWhen we sent the todo list to [redacted] we had already completed 85% of the projectAt that time [redacted] asked if we were going to help write the emailsI explained that we COULD help write some of the more transaction-based emails but we typically don't for two reasons: Marketing messages are always better if they come from the business ownerA marketer may guide the client what to say but to create connection with the prospect - it really needs to be from the business This is a fixed-bid project and our time is limitedI'm pretty flexible on where the time gets spent but if the client wants us to spend extra time writing emails, that means we have less time to format the "free giveaway" and that element was going to need all of the time that we had allotted for it At that point the communication with the client degraded to the point where the conversations were no longer fruitful and the client began making demands for a refund, making threats, posting inaccurate reviews online, etcObviously, I'm bothered anytime a project doesn't go smoothly but to come to any sort of agreement or compromise (which we tried to do) , emotion needs to get taken out of the equation so the facts can be examined by themselvesI've had multiple conversations with the client and have explained the different portions and scope on each of the projects on many different occasions yet still the client gets upset everytime we say NO to a task that is out of scopeOf the projects that we were hired to do, have been completed and one is waiting on feedback from the clientTo get to the client’s original complaints: Complaint #1: Were hired for things, paid over $14K and have not received the updates or the sales funnel### RESPONSE ###This in incorrectWe were hired for different tasksof them have already been completed and sent to the client and #is waiting on feedback from the client and payment of over $with is now more than days Past DueIn each of the tasks listed above we have kept communication with the client the same way we have been with 1000’s of other clients over the past yearsIt is a system that we have in place to make sure that nothing “slips through the cracks”Complaint #2: Not honest, not fair, does not care about small business ### RESPONSE ###As I mentioned earlier, I’ve been running a web marketing agency for almost years that specializes in small businessIn that time we’ve run 1000’s of projects and have fine tuned our processes to be the most efficient and cost-effective as possibleIt is the creation of systems that allows us to handle each project exactly the same to produce a consistent work outputI'm very sorry this client's expectations weren't met but their projects have been completed and they've been completed well
We began working with DogTired in April of 2016. From April - October we worked on a total of 7 distinct projects for the client as follows: 1. 20-Hour Maintenance Contract ...
- 4/282. 20-Hour Maintenance Contract Extension - 5/103. SEO Keyword Research - 5/74. Funnel Creation - 5/105. 20-Hour Maintenance Contract Extension - 6/146. 21-Hour Maintenance Contract Extension - 7/017. Mobile Re-Theming (30) - 7/01 Over the course of 2 months we contracted on 7 different projects for a total of 153 hours of labor on 4 different types of projects. When all was said and done we invested a total of 194.25 hours. Maintenance Contracts:======================These are discounted blocks of web development hours and are primarily used to handle web updates and miscellaneous web maintenance. For these projects, we are limited by the number of hours that the client pays for. During this phase of work for the cleint we received many "thank you's" from the business owner as well as the staff that works with her. When the last maintenance contract had exhausted we asked the client if they'd like to extend their time on the maintenance contract because we still had a backlog of requests that their team has sent in for support. On July 22, the client informed us that she would not like to extend the maintenance contract and put everything in the backlog on hold. From July 22 on, any new requests that came in OR any requests that were currently in progress (of which there were quite a few) stopped until we had more maintenance contract time. These tasks include: - scoping out new customer signup process - welcome packet feedback - work on electronic versions of the "new client" forms - etc. This list of backlogged items was shared with the client multiple times. In the 4 months that we had Active Maintenance contracts we received, repaired and responded to well over 200 emails for service. SEO Keyword Research:=====================This "product" includes performing keyword research for the client, creating an active TODO list of items that the client can do to increase their SEO performance and assisting the client in implementing the more technical updates (if time is left on the contract). The entire project was completed and delivered to [redacted] at Dog Tired on May 26th including the original keyword research spreadsheet with raw data that was collected as well as a list of 20 SEO tips to help the client get the most out of their SEO Keyword Research and a 30 minute personal video explaining the entire process and how to use the data. At the end of this project we did have a little extra time left so we started to perform the highest value work first for the client until we were out of time. UPDATE: As of the writing of this response I have checked the client’s website and they have indeed been implementing the changes that we suggested so the client has definitely received the work. Website Re-Theming:===================As part of the SEO process, the Dog Tired Marketing person (Nina) was also doing some research on the topic and sent over a link to a [redacted] Report that showed the website's current wordpress theme wasn't Mobile Responsive. This is a problem for SEO so Nona asked if we take a look at it. I took a look, tested it myself and the site was indeed showing up as NOT mobile friendly so I brought it up [redacted]. The best time to repair the site structure was going to be before they started a large SEO campaign internally. I asked [redacted] is she wanted to have us create a new mobile responsive theme as was identified by her marketing person. She approved and this project was added to the list. The scope of this project was to recreate the existing company website with a better, mobile-responsive Wordpress theme. Basically, when we were done you would never be able to tell that anything happened to the site because all the changes were structural. Because this is a good time to perform any mild graphical updates - and because we had been working so well with the client, I instructed my project manager to go ahead and perform some slight graphical tweaks to the project because I knew there were a few things the client wasn't completely happy with. All of this design work was done pro-bono as a "thank you" for the work and relationship that we were forming with the client. This additional design work came in just over 26 hours. None of the additional time was billed but it did extend the project quite a bit. Within a week of the new site launching, the work we did resulted in the following: 1. 571 technical issues with the website have been resolved 2. Site errors have dropped from 136 with the previous site to 14 3. Site warnings have dropped from 723 down to 302 4. Site notices have dropped from 303 down to 16 5. Overall SEO score for the domain has increased from 69% to 81%. We were expecting some results but these were amazing! Marketing Funnel Creation:==========================This project contains many smaller tasks including: - Create Overall Marketing Strategy - Format Lead Magnet - Create Landing Page - Create Dynamic Thank You Page - Consult and edit (5 email series) - Create Facebook Ads - Setup ad campaign and pixel - Integrate into autoresponder For each of these elements we don't have a lot of time so the way these projects work is that we spend our time doing what we do best (the technical and strategy) and then we guide the client on the content that we need to have them create. For the Dog Tired project - Now that we had the SEO done we could use this new research on our marketing funnel. We created the strategy, created the funnel, created the offer, created a 7 email drip series, put together a list of the resources that were necessary (email content, text for their free offer, etc) and even shot a 20+ minute video walking the client through what the purpose is for each email and even providing some example text. When we sent the todo list to [redacted] we had already completed 85% of the project. At that time [redacted] asked if we were going to help write the emails. I explained that we COULD help write some of the more transaction-based emails but we typically don't for two reasons: 1. Marketing messages are always better if they come from the business owner. A marketer may guide the client what to say but to create connection with the prospect - it really needs to be from the business. 2. This is a fixed-bid project and our time is limited. I'm pretty flexible on where the time gets spent but if the client wants us to spend extra time writing emails, that means we have less time to format the "free giveaway" and that element was going to need all of the time that we had allotted for it. At that point the communication with the client degraded to the point where the conversations were no longer fruitful and the client began making demands for a refund, making threats, posting inaccurate reviews online, etc. Obviously, I'm bothered anytime a project doesn't go smoothly but to come to any sort of agreement or compromise (which we tried to do) , emotion needs to get taken out of the equation so the facts can be examined by themselves. I've had multiple conversations with the client and have explained the different portions and scope on each of the 7 projects on many different occasions yet still the client gets upset everytime we say NO to a task that is out of scope. Of the 7 projects that we were hired to do, 6 have been completed and one is waiting on feedback from the client. To get to the client’s original complaints: Complaint #1: Were hired for 3 things, paid over $14K and have not received the updates or the sales funnel. ### RESPONSE ###This in incorrect. We were hired for 7 different tasks. 6 of them have already been completed and sent to the client and #7 is waiting on feedback from the client and payment of over $1300 with is now more than 90 days Past Due. In each of the tasks listed above we have kept communication with the client the same way we have been with 1000’s of other clients over the past 19 years. It is a system that we have in place to make sure that nothing “slips through the cracks”. Complaint #2: Not honest, not fair, does not care about small business ### RESPONSE ###As I mentioned earlier, I’ve been running a web marketing agency for almost 20 years that specializes in small business. In that time we’ve run 1000’s of projects and have fine tuned our processes to be the most efficient and cost-effective as possible. It is the creation of systems that allows us to handle each project exactly the same to produce a consistent work output. I'm very sorry this client's expectations weren't met but their projects have been completed and they've been completed well.