M Dental Group

Please cancel website & notify Justin once complete

Please check and make sure nothing else is charged – it shouldn’t but please double check for me

Hi Dr Fahimi

I am not fully satisfied with the outcome provided from your company therefore I do not want to proceed second website with your company.
I do want to get a refund for the second website which has not been started yet.
Another $1500 already has been discussed for refund as well.
I would like to receive both refunds by tomorrow.

M Braces website is not completed yet. I told Justin that I would continue the discussion about M Braces website when the refund issue is all clear.

Please try to accommodate my requests to provide full satisfaction to you clients.

Sincerely,
Dr. Kim

Email from Dr. F:

Please refund the $4,500 amount.

Review “Letter from CEO (Respond to Complaint)” for Dr. F’s full email

Dr. Kim,

Please read the message from our CEO below.

” Dear Dr. Kim,

My name is Dr. Sean. I am a dentist and the CEO of Optimized360. I have personally reviewed your account and even though I strongly disagree with your conclusions, I have approved a credit in the amount of $4,500 to your account. But, it is important that you understand the following terms.

I personally and professionally do not respond well to threats. I made this one-time exception because you are a colleague and I understand how sometimes we, as dentists can be stressed out and overreact. But, please make sure that this is not the way we approach each other because in legal battles there are no winners but the attorneys. My attorney has suggested a completely different approach to your threat, especially because this is a breach of contract, but, I think it is a good idea to try to resolve the issues professionally. We all have work to do and this is a distraction for all of us.

This is not a refund, but, a credit that is returned and the bills for the mDental account will remain unpaid. Any reactivation of that process and/or access to any material or work done on that project will require a full payment of all these fees along with any additional fee that applies. Also, none of the discounts for multiple orders will be valid after this credit is issued.

We agreed to do one design for you and then duplicate it. There have been multiple decision makers and we have changed designs that we had approval for because of that. Any reasonable person will agree that such changes should not be done for free.

On the top of that, we have provided monthly services at different levels that you now refuse to pay for. One thing that seems to be the source of the confusion is this. When you order a monthly package, the pricing for each item is discounted because you have bundled options. For example, if you get a bundle package from your phone company that includes unlimited text, phone, and data service, you can not come back and say you did not use text and now you want a refund for that portion. If you do not want a specific part of the package, you can cancel or downgrade the package and only pay a la carte for what you do want. This is important to understand, especially for your other website if you like to continue.

Your other account is past due now. There have been services that are provided on that account that we have not been paid for. Also, the discount you got on that account was conditional to the payment for the second website. The fact that we have not charged for these yet, should not be confused as an admission of you being right.

Your order as a whole has cost our company thousands of hours in non-paid hours and I hope you realize that we have been professional about that and tried to accommodate you as best as we can.

Your mBraces website is completed. If you like to keep it on our server and use the resources that are needed to keep that active, please make sure your payment is paid on time. We will follow any past-due amount and the account will be sent to collection for unpaid bills.
I sincerely want all our clients to be happy. We do a lot to achieve that. In your case, we have really tried to accommodate your requests and now have given you credit even though we have spent hours on your project.

I believe you to be an honest and fair person and if that is the case, I have no doubt you will not take advantage of a professional and caring group and their effort for client satisfaction. I hope we can put this behind us and continue working together. Please note that to go forward, you need to make a decision as to what services you like to continue with and we will define the pricing for them and if you agree, we will continue providing you excellent service.

Hi Justin
I already have requested for a refund of $1500 and $3000 in August.

Please refund these amount to credit card ending 8346 immediately.

If this amount is not received by October 24th, I will sue you and your company at small claim court on Octorber 25th.

Sincerely
Dr Kim

Client called – asked for a refund for the second project (this account – M Dental Group) – told him I am not able to process refunds – will contact him back with update

He did not want to use us for the project anymore

————-

My email response below:
“Dr. Kim,

After the accounting department has reviewed your account, we are not able to refund the amount requested.

GOOD NEWS though, we will be able to refund the amount of $1,500.

Normally we would not be able to refund but we appreciate your relationship with us and will be able to refund the amount shown above.

Our company has created drafts and have paid our team for the work on your account.

Please do understand that you are paying for a service.

It is very similar to hiring a painter to paint your house but half way you decide to not move forward with this service any longer. You would have to still pay for SOME of the work and materials placed together.

Please confirm if the refund would go to the MasterCard ending in -8346.

Thank you for your understanding.

P.S. You can refer to the email on July 26th, 2017 with a full breakdown of what has been done and the credit we have already applied.”

Daniel had called sales like, looking to speak to you cause he said he emailed you yesterday but didn’t get a response. I told him that you were at Jury Duty hence why no response. Told him she MAY come in today around noon time but not sure depending on the jury duty. He said it was urgent and to ask Belinda to call him back to discuss the project and the issue to get it resolved. Told him that she will call as soon as she gets in either later today (no promise) or tomorrow.

I had left a note on your desk as well along with his # to call back.

Cancelled SEO due to no payment of monthly

Account is placed on pause until further notice

Refer to email sent

Dr. Paul,

After speaking with my team and looking into your account, I will address 3 different topics for you based on our conversation.
Adwords
Designer Switch
a website similar to https://sassiholford.com/
pictures/videos
Socials
Adwords
I’m confused as to your concern about receiving 0 clicks on your Adwords Campaign.
I had my marketing team run the stats for the last 30 days for M Braces & M Dental Group.

Our company offers PPC Management which allows our clients to log into the campaign in which we have created/managing for you (Transparency).

If you log in, you should be able to see that your average position for both sites is 1.7/1.8 which is really good for a budget of $500/m for EACH location. You are also getting clicks. More so on M Dental Group vs M Braces which is normal because of GP keywords vs Orthodontics

Your campaign is working and is showing.

Designer Switch to Jan S.
After speaking with my Creative Director (Belinda) and Desirae, it appears that Dr. Janet Kim approved of the design for M Braces on March 2nd, 2017 and we started developing the site thereafter.

I understand you are in love with the design by sassiholford.com and so we created a very similar LAYOUT to that site for M Braces. I was told that you (Dr. Paul) did not like the pictures on M Braces.

As Desirae had addressed, sassiholford.com is a wedding site versus your dental practice. The LAYOUT is the same but the only difference is the pictures.

You can work with Jan, your new designer, who is cc’d on the email to work on switching out the pictures to get something closer to the WEDDING feel you are looking for on M Braces.

In regards to the video that you see on sassiholford.com, Desirae had provided you with 10 different videos you can utilize in which we did not get a response to.

Our company typically charge $300 to integrate this video, which Desirae was kind enough to implement for you — AT NO COST. (Typically she was supposed to run this through me but she wanted to do this out of good faith for you)

What I would like to do now is that since it appears you did not like any of the 10 different videos in which she had provided… I feel the best solution would be for you to choose a video that YOU like and we will implement it, into the design for you as seen on sassiholford.com.

PLEASE FIND A VIDEO YOU LIKE AND SEND TO JAN VIA LINK BELOW:
shutterstock.com/videos
Once you click on this special link — type in what type of picture you are looking for.
Send Jan the link and we will implement the video into the design for you
Once we change the pictures and add the videos to M Braces, we will work on pictures and edits for M Dental Group.

Social
In regards to the social medias for M Dental Group & M Braces, below is the status for both sites:
M Dental Group: Jan had contacted on March 10th, 2017 and had requested for topics
Desirae made a series of attempts to gather topics for our professional content writer to create for you as well as updating the design draft in between March 10th until today
M Braces: Topics have been received. Articles created and awaiting approval from Dr. Janet Kim
These are the notes and dates I have in our database in which we log for all our clients.

I really hope that this solution and these next few steps will push us to move forward from here.
Definitely, look forward to seeing your websites up and running at its full potential and convert patients better as we discussed.

Please let me know if you have any further questions or clarifications.

Thank you,

Drs. Paul & Janet Kim are both very nice. They know exactly what they want but sometimes may have a hard time communicating exactly what it is that they want. Also, they are very fixated on https://sassiholford.com/. Here are some notes from my conversations with them:

-Focus on fixing the design for M BRACES FIRST since it is already developed (discuss with Belinda beforehand).

-M BRACES is for Dr. Janet

-M DENTAL is for Dr. Paul

-Design for M DENTAL will be a DUPLICATE DESIGN of M BRACES.

-In the beginning, they were very responsive. However, recently we had not heard from them for a few weeks. Continually follow-up if they do not respond and NOTE EVERYTHING IN CP.

-Sidekick all emails to them from here on out and note in CP if they opened it.

-Their best availability is Wednesday.

-Be very confident when talking to them and if you notice something that will not work or look good with the design, tell them. And be 100% confident in your advice/suggestions. Again, they know what they want but YOU are the expert.

-I already advised them that their website will not look/feel exactly the same as https://sassiholford.com/, simply because that is a WEDDING website. They will push for this. However, I pointed out to them 2 main differences that we could change to get it closer to looking the same…

1. COLORS (easy change to all white)
2. PHOTOS (clarify with them if they want LITERALLY photos of brides smiling; if not, we will do our best to find other elegant images but still won’t be the same.)

-Videos: they are also fixated on having video footage for the hero section on the homepage. Please refer to Justin’s email regarding this. They will be choosing the video.

-STAY ORGANIZED. Drs. tended to get very side-tracked based on the conversations/emails I’ve had with them. Organization is key when speaking with them. Make sure they listen to you and reassure them that your method will get them the website they want in a timely manner.

with Dr. Paul:

Called Dr. Paul to discuss the design for M Dental. I told him that to my understanding, the design for M Dental was supposed to be a duplicate of the design for M Braces (with moderations). He agreed. Then he began to discuss how both Drs. do not like the design for M Braces because it doesn’t look like the wedding website https://sassiholford.com/. I told him that Dr. Janet approved of the design and seemed to love it. He said no, it’s not what they want.

I began to explain the differences of the wedding website and the design we gave them.

1. COLORS – The wedding website is predominantly white, but Dr. Janet had specifically requested colors that were added to the design.

2. PHOTOGRAPHY – Wedding photos and dental photos are very different. I explained that the photos used on the design for M Braces have more color and the subjects are different compared to the photos used on the wedding website.

While these are things we can definitely change, it will still not give the same “feel” and “look” as the wedding website. I told him that the layout is very much similar, but overall it won’t be exactly the same.

We also discussed the video/footage that they wanted on their website. I sent both Drs. a list of 10 videos (Shutterstock) that I feel matched their description. They did not like any of them. I clarified many times that we can add video footage in at a later time and use an image as a placeholder in the meantime. They never said if they wanted footage of brides, just beautiful women smiling.

Dr. Paul requested to work with another designer. I told him I respected his decision and I would discuss with Justin and my supervisor. I also told him that when it comes to designing your website to match exactly the same as the wedding website, it will not look exactly the same because https://sassiholford.com/ is a WEDDING website and their website is for DENTAL; any designer would tell him the same thing.

*We did not discuss the design for M Dental because it will be a duplicate of M Braces and they do not like the design for M Braces anyways.

Client said he received 0 clicks on his adwords campaign that we have been running for almost 3 months now – asked to switch designers and was potentially asking to refund the money paid for the monthly fees because the blogs have not been posted or articles as well to the facebook pages

Told him I would like to look into his account before we do anything else or get into any further actions – I will provide a solution – i just do not have stats for his adwords which does NOT make sense to have 0 clicks

Today is his off day – he wants me to look into the account and see what to do

It appears the Drs. have opened my email regarding both websites. Have not heard back from them but will call.

Emailed both Drs. & Daniel:
Hi Dr. Paul and Dr. Janet,

I have not heard back from you since Daniel had told me you were both out of the country. I would like to move forward with both projects and was wondering if we could schedule a call next week to discuss the next steps. I’m very excited for your patients to utilize both of the new websites and would like to get those up and running as soon as possible!

Please let me know the best available time to schedule a call next week:

Please copy/paste all content & images from current website to the tempsite.

Emailed Dr. Paul to follow up w/ design draft

Hi Dr. Paul,

I hope you enjoyed the weekend! As discussed in our phone call, I have added different images to the first section of the design to be more colorful and stand out. My personal favorite is the 1st version with the more elegant couple! I included 2 different versions to give you some variety, but please keep in mind that we can change this image in the next step of this process.

With that being said, please let me know your feedback and if you would like to approve of this design so we can begin development.

Thank you!

-change hero image (not b&w)

Hello Dr. Paul,

Happy Wednesday! Based off of our discussion, I have compiled a design draft for your review. Please take a moment to review this concept and let me know of any changes you would like to see. Additionally, we want to focus on the layout and colors of the design, as the text and images can be changed at any given time.

A few things to keep in mind:
-The logo will be changing once we finalize the new logo design.
-We can place a video either in the 1st or 2nd section; images have been added as placeholders for now.
-We can change out the reviews if needed.
-All of the other pages will have the same style/design.

Please let me know the best time to schedule a call so we can discuss this design:
https://calendly.com/optimized360/calls/

Looking forward to your feedback!

*this design will be very similar, almost a duplicate, of M Braces

Current website: mdentalgroup.com
(LIKES: colors, bg pattern, reviews; DISLIKES:; layout)

-silver, grey, black, green (same green as logo)
-may want to match logo icon with M Braces
-likes font of current logo, but not bold enough
-wants footage for the 1st section (use image placeholder for now)
-wants to categorize the reviews depending on procedure
-wants to use the same/similar bg pattern as current website

contact@mymbraces.com
accounting@mymbraces.com

Hello Dr. Paul & Janet Kim,

We’d also like to start your Social Media accounts as soon as possible. If you have Facebook, Twitter, or Google Plus profiles created, please provide admin access to social@optimized360.net -OR- login credentials so that we may update what’s necessary.

BLOG

You have also ordered a monthly blog with us in which we will need 6-12 topics from you. These topics can range from anything about your specialty or otherwise. Please send those topics as soon as possible so that our copywriters can get it started for you. After these topics are received, we will publish an article every month to your website and social media accounts.

Thank you, and we look forward to working with you.

https://www.youtube.com/channel/UCcG_WEGRUThLsktscHlUJkg

Please create temporary site and include client original content (if any).

Hello Dr. Paul,

This is a courtesy email to begin the design process for MDental Group. Please disregard the content of this email as I already have the notes to get started on the design draft.

Welcome to Optimized360!

My name is Desirae and I will be the designer working with you every step of the way, starting from concept to going live! I had a quick meeting with your account rep. this morning to discuss your account and review the notes you initially had.

Please take a few minutes to fill out our design questionnaire below. This should give you a better idea of the variety of elements that are featured in an effective design.

URL: https://form.jotform.com/61947943668171

After we gain a better sense of what you are looking for I can start the design process. If it is easier for you to explain this via phone we can schedule a phone interview instead.

Schedule a Call: https://calendly.com/optimized360/calls

I look forward to working on this design with you.

Desirae
desirae.g@optimized360.com

can you create email accounts with the mymbraces domain name?
contact@mbraces.com
accounting@mbraces.com

http://www.mdentalgroup.com/
http://www.mdentalgroup.com/dentist.php
http://www.mdentalgroup.com/faq.php
http://www.mdentalgroup.com/reviews.php
http://www.mdentalgroup.com/office-gallery.php
http://www.mdentalgroup.com/contact.php
http://www.mdentalgroup.com/fullerton-dentist.php
http://www.mdentalgroup.com/crowns.php
http://www.mdentalgroup.com/teeth-whitening.php
http://www.mdentalgroup.com/braces.php
http://www.mdentalgroup.com/dental-implants.php
http://www.mdentalgroup.com/smile-design.php
http://www.mdentalgroup.com/yelp.php
http://www.mdentalgroup.com/porcelain-veneers.php
http://www.mdentalgroup.com/composite-fillings.php
http://www.mdentalgroup.com/pdf/patient-registration-form.pdf
http://www.mdentalgroup.com/pdf/general-consent.pdf
http://www.mdentalgroup.com/video/sonicfill.php
http://www.mdentalgroup.com/sedation-methods.php
http://www.mdentalgroup.com/hygiene.php
http://www.mdentalgroup.com/removable-denture.php
http://www.mdentalgroup.com/root-canal-treatment.php
http://www.mdentalgroup.com/wisdowm-teeth-extractions.php
http://www.mdentalgroup.com/jaw-pain-treatment.php
http://www.mdentalgroup.com/oral-cancer-exam.php
http://www.mdentalgroup.com/gumline-surgery.php
http://www.mdentalgroup.com/clear-aligners.php
http://www.mdentalgroup.com/lingual-braces.php
http://www.mdentalgroup.com/fullerton-dentist.php?section=xray

Please set up Campaign & send Justin

Fullerton, CA
General Dentist + General Keywords

Budget: $500/m

Pending — will await for new design or start SEO right away

Fullerton Dentist || 10 Hours

Please set up BRC for this client

I believe they have a facebook for this practice

Please gather blog articles for this practice

Client would like the same design concept as MBraces but different color schemes and pictures

Please work with Daniel, Dr. Janet & Paul on this project

360Plan: $3,000 + $499/m
**3 Installments of $1,000 spread 30 Days Apart

Please use same card for MBraces (mastercard ending in -8346)

Spoke with Dr. Janet – will talk to husband – wants to start marketing & social and SEO ASAP