BGIM <> KZ Communication

By kzhee

  • First Version of Website Copy Sent

    Link text- KZ sends 1st version of website copy for feedback
    - KZ not yet contracted nor has received any money from BGIM

  • BGIM Informs KZ to expect a 3-day delay

    Link text- Reena emails a reponse to let KZ know to expect first feedback to come in 3-days

  • KZ Sends Services Agreement

    Link text- 5 emails exchanged between BGIM & KZ
    - Service Agreement sent for signature
    - 1st round of Web designers and developers have been sourced and supplies to BGIM

  • Missed Call

    Link text- 1st time hearing from BGIM since last
    - BGIM called back-to-back, unannounced from a blocked number

  • KZ Emails BGIM

    Link text- KZ sent email and asked to schedule a call and requests advanced notice to ensure her availability for BGIM
    - KZ still not contracted or paid by BGIM yet

  • KZ Follows up after no response

    Link text- Asks to make time to connect with BGIM and offers her availability during evening hours and weekends

  • BGIM Pays $750 per SA

    Link text- Payment paid via PayPal 2 hours after last email was sent from KZ to BGIM

  • KZ signed & sent Eventedge Media Services Agreement

  • KZ Sends w-9 to BGIM

    Link text- KZ received request to complete a w-9 at 8:37pm on Friday, August 18th. By Saturday morning at 10:33am EST (7:33am PST), KZ emails completed and signed w-9 to BGIM

  • BGIM Countersigns Services Agreement

    Link text- First time working relationship has been established

  • KZ sends design inspiration

    Link text- Requests feedback regarding design. Feedback was given same day.

  • KZ Sends Timeline of Expectations

    Link text- This email laid out the process for creating a brand new website from scratch and what the client should expect. In the interim, several emails regarding updates on progress were shared. with BGIM.

  • 2nd Version of Copy Sent to BGIM

    Link text- Reena responds to inform me that Billy will be out of the office on that day (Thursday) and over the weekend.
    - KZ asked Reena for a short 10-15 minute call
    - Reena tactfully dismisses the request for a call and sends a response and asks that I read through BGIM other websites

  • KZ Requests to Connect to Gather Feedback

    Link text - Follow-up email sent again requesting to connect, additionally reinforcing the need for input before KZ can progress with the project

  • KZ Attempts to Connect with BGIM again

    Link text - a 2nd email was sent in conversation with Taylor requesting to connect with BGIM to gather feedback. No response was given.

  • KZ asks for update after no response

    Link text- KZ emailed to Taylor and Reena requesting an update after no response or real connection has been established in a week. This is KZ's 4th request for update/feedback or to connect with no avail.

  • KZ sends 3rd Version of copy despite minimal contact

    Link text- This email clearly demonstrates and textually expresses that KZ is willing to work for the client despite any challenges and will persevere. Also in this email, KZ again breaks down expectations of the process for the client. KZ asks for client feedback.
    - This email was sent on Friday before Labor Day

  • BGIM Requests Call with KZ

    Link text- First communication since Sep. 1 from BGIM. Reena asks to schedule a call for 2pm PST (5pm EST) for the same day. KZ accepts.

  • KZ asks to delay call by 30 mins

    Link text- At 3:48pm EST, KZ emails BGIM and asks to push the call out by 30-minutes or reschedule for the following day, explaining there are newly issued mandatory evacuations and school closings ahead of Hurricane Irma. KZ lives in Miami, FL. - Reena accepts to reschedule for the following day.

  • KZ evacuates Miami, FL

    Link text- KZ evacuated Miami, FL to the Gulf Coast with family in Sarasota. This event included hurricane preparations for my family as a single mother of 3 kids and to drive through the middle of the night in complete gridlock. Could not get out of the state safely without running out of gas, as was the intended goal.

  • Call

    Link text- BGIM calls KZ around 1pm EST. KZ has been awake for over 24 hours driving 3 kids, her mom and 2 dogs across the state of Florida and was resting upon finally arriving to family's house 2 hours prior. KZ answers the phone call and asks to call BGIM back in 5 minutes, which she does. BGIM informs KZ of further significant changes to be made to the copy/website wireframe.

  • KZ evacuated 2 more times in 24 hours

    Link text- KZ and family was evacuated to shelter in Sarasota FL. Many hrs later, due to the projected path & enormous power of Hurricane Irma, the evacuation shelter in Sarasota was evacuated itself. At this time, my family packed up again & headed back to the east coast of FL to stay with family in Boca Raton through the hurricane. South Florida was in a state of emergency & sustained significant damage. No power for a week. Schools and businesses closed for weeks.

  • Email Update

    Link text- Reena emails KZ Tue 9/12 to ask if has been any progress made w/ copy. KZ sends reply same day, w/ photos and video of the damage from the hurricane & updates BGIM of the current status quo, along with noting to expect an updated version of the copy. At this time in the background, KZ is dealing with a state of emergency, lost all food, 3 kids home, working w/ FEMA & community for emergency help, most businesses in FL are closed, inoperable & without power.

  • No reply from BGIM

  • KZ Sends 4th Version of Copy

    Link text- KZ emails a sincere apology to BGIM for delay in spite of dealing with a state of emergency and notes that she was without power but took action to drive to an open Starbucks to complete the next copy version and send to BGIM. Feedback was requested alond with answers to specific questions. Keeping in mind, all schools are closed and this is with 3 kids. Commitment to the client has never waivered. No response from client for a full week.

  • KZ sends follow up email

    Link text- After a full week of no response, KZ sends a follow-up email again requesting feedback

  • BGIM responds for 1st time since 9/12

    Link text- Taylor from BGIM emails asking to set up a call for Thursday, Oct 5th at 9:30am PST. KZ accepts.

  • Call

    Link text- BGIM expressed further drastic changes to the copy/wireframe of the website. KZ takes notes of the requested changes (5th iteration) and agrees to make the changes.

  • KZ Emails Timeline Expectations

    Link text- In this email, KZ shares clear expectations again with the client noting that copy can be expected by Wednesday the 11th.

  • 5th Version of Copy Delivered

    Link text- New copy emailed to BGIM. Feedback requested.

  • KZ Sends Invoice

    Link text- KZ sends invoice for $2000 to contract the designer / site developer for the project

  • KZ Emails Call Agenda to BGIM

    Link text- Ahead of the next scheduled call, KZ sends an agenda, highlighting in red all of the current outstanding items that need to be addressed including a target due date BGIM should aim for to keep the project on time

  • BGIM requests an update

    Link text- Reena emails KZ requesting an update. KZ responds same day, noting that there is no delay in the project, only waiting for payment in order to move forward to the next steps and start the design process.

  • BGIM Pays Invoice via PayPal

    Link text- 13 days after sending the invoice and requesting payment in order to move forward on the project, BGIM pays $2000 (gross) via PayPal to Eventedge Media (KZ's media agency)

  • Emails to BGIM

    Link text- KZ sends multiple emails requesting further information necessary for the designer. This information is necessary for the designer's estimation of cost so that he and KZ can communicate clear expectations with BGIM at all times.

  • BGIM partially responds to email

    Link text- Taylor from BGIM assists to provide all information she was able to as well as informs KZ that both Billy and Reena will be out of town for an extra long weekend.

  • BGIM Internal Email

    Link text- Taylor emails BGIM asking for assistance to collect necessary information for the website redesign project. No response was made from anyone on the BGIM team

  • 1st Designs delivered

    Link text- 1st v. of homepage design delivered despite not having critical information for designer. 2 homepages PLUS two logo designs were created as a bonus. Logo designs (Est $250-400) are above what BGIM was paying for, but in good effort, designer and KZ attempted to show above and beyond service. Info was requested from BGIM several times. KZ and designer, again demonstrating through actions to move forward w/ the project despite failed response from the client.

  • Call Requested by KZ

    Link text- KZ requests short 10-min call from BGIM to gather feedback

  • Reporting Deck Delivered

    Link text- KZ created a reporting deck to update BGIM with 1st version of homepage, 2 new logos as well as update progress, outline outstanding items and further communicate expectations.

  • BGIM Responds to request for call

    Link text- Taylor emails KZ to inform her she is working on coordinating a call with Reena and Billy

  • 2nd Version of Homepage Design Delivered

    Link text- KZ sends 2nd version of homepage design.

  • BGIM Requests Site to be Developed on Test Site

    Link text- BGIM exchanges multiple emails w/ KZ asking for site to be built in test environment to get a sense of the feel (at this time, there is only a simple homepage designed that hasn't received passing approval yet in order to advance to further website page designs). KZ tries to explain why this approach is not recommended but ensures she will proceed that way if the client elects. KZ still has not received all requested information from BGIM to this point.

  • KZ Emails BGIM Summary of Call

    Link text- KZ further mentions again that she will send the next round of edits to the design immediately upon receipt.

  • Call

    Link text- KZ sent a couple of emails trying to help BGIM with retrieving the required information for the site build, but with no success, she makes a call to Reena to explain better over the phone the implications, as well as get an update on the design. Until this point, KZ has not received feedback from the client himself, Billy, who has requested from the beginning that he wants to be involved in all of the project, particularly the design component.

  • KZ Requests Call

    Link text- At 8:41am PST, KZ requests a short call at 2:30pm to provide client-pertinent information. 36 minutes later Reena replies mentioning her and Billy will not be available later in the day and to call her right away or email. At such last minute, KZ was unable and replied at her earliest convenience that day jat 3:02pm.

  • BGIM Requests Refund & Terminate Relationship

    Link text- At 3:32pm requests a phone call on the spot. KZ, replies at 3:42pm PST (6:42pm EST) and mentions she is available and sent her phone number. Reena and Daniel call KZ and immediately inform KZ that they feel the process is taking too long and they want a refund. Daniel mentions that Billy works at "lightning speed" and this project has been going on since August. BGIM feels they are owed a refund.

  • 3rd Version of Design Sent

    Link text- At 3:20am PST (6:20AM EST), KZ shares the most recent homepage design with significant modifications made based on the client's feedback.