Manhattan Concierge Psychological

Chargeback decided in our favor, we were reimbursed.

Transaction date: October 10, 2017
Transaction amount: $583.00 USD

Heather disputed the total costs from her CC. Per Dr. F’s approval, we are not contesting to it. Dr. Fahimi’s email to her and then her response.

Dear Dr. Trobert,

My name is Dr. Sean and I am the CEO of Optimized360. Please allow me to start by apologizing for your experience with our company. Anytime I hear about a client who is not happy with our work, I’ll make sure to review the account and the experience to see how we can improve and learn from mistakes and miscommunications. Fortunately it does not happen often and in general, I am very happy with the work of our team. But, when I reviewed your account this early morning it was different. It is very rare for me to see us not simply ‘getting’ our client. I started looking at the notes from your first contact going forward.
When I looked at your design questionnaire and the examples you had sent us, I pictured what my team would have created for you. And then, I saw the draft. Let me just say that I was not happy. I was both surprised and embarrassed that we missed the mark by that much.

It is very common in our industry that when clients complain about designs and or results it is the case that they have changed their mind, or someone else is involved or they are not clear about what they want… In many years of us doing this, I don’t remember a case that we were not able to come even close. I really think what you wanted was very clear, and I do know for a fact that my team is more than capable of doing it. I am just not sure where was the disconnect. As you see, I am writing this email before meeting my team later this morning. I would usually wait to talk to them first, but, this one just could not wait. I needed to tell you how sorry I am for your experience.

Our design team has done a lot of great work. I am sure one of the reasons you chose us in the first place was the fact you liked our work I just feel there was a disconnect and it is my responsibility to make sure basic communications are done correctly and I feel that in this case, I have failed you. I assure you that our company is much better than this. I can confidently tell you that our designers are very creative and capable. But, nevertheless, we were not able to showcase that for you. I will make sure that you receive a full refund of all the payments to us as soon as possible. Again, please accept my sincere apology.

Please let me know if I can answer any questions.

—————-

Heather’s Response:

Thank you for your note. I appreciate your sentiments and apology tremendously. While the project did not work out, I have consistently thought about how professionally your staff handles themselves – always exceptionally courteous, kind, calm and generally enjoyable to work with as people. I have appreciated that from the very first interaction, and your email is an extension of that spirit, so I thank you again for taking the time to reach out.
Take care,
~Heather Trobert

Please refund $200 of the initial payment. Heather has disputed 1 month of hosting ($79) which I am okay with too. Please confirm with Dr. F on the full amount.

LM and emailed Heather to move forward. She emailed back:

Hello Belinda,

I got your message from this morning and tried to call you back using several numbers for Optimized 360 but none are working and/or being answered for the past 30 minutes.

I understand that Justin has informed you that I am cancelling the service – he and I spoke briefly yesterday. The cancellation is due to many factors which you and I discussed over the phone a few weeks ago and which continue to be problematic. These problems have been consistently present for 5 weeks. Now, 5 weeks into this project, it seems clear that your company is not likely going to be able to produce a custom designed website in the manner that was sold to me originally and in a reasonable timeframe. Just getting this last draft took 2 work weeks to get done and it needs much more work. After weeks of waiting and not receiving a logo design, I told Desirae to send me multiple options for a custom logo design. I received one design only that was almost invisible on the page. A 2-second google search of the words “logo design” shows me that the very top stock image on shutter stock was the design she chose for my website. Additionally, it is an image that has no relevance to my company or its brand. This is emblematic of the lack of attention and effort I see happening at your company in regards to many different aspects of this web design and it is simply not worth the frustration, time and money I have spent thus far. This service was not what I signed up for when I bought a custom designed website with custom branding and logos. Nothing I have received so far has come close to that description.

At this point, I have lost many hours of my time and have lost 5 weeks of time for this project. I now need to start over, which is a hefty price tag in addition to the large price tag of this service. I would like to be refunded the costs I have paid thus far considering your company has not produced anything close to what you sold me. Additionally, I was charged 79 dollars that was in error since that was a charge that was only supposed to be charged for the support of a live website, which I do not have and was told I would not be charged until the site was live.

Please let me know how we can resolve the remaining financial issues and move forward. Thank you.

——————————

MY EMAIL RESPONSE:

Hello Heather,

Thank you for returning the call. I’m having our staff take a look at the phone lines to make sure, thank you for the heads up.

I regret to hear that we might not be a good fit for you. However, I wanted to clarify a few things and hopefully be able to get things situated; no matter the outcome (hopefully positive).

Website Design

The latest designs that Desirae submitted, were you able to provide feedback on what is the issue? You mentioned that you still didn’t have a clear idea of what you’d like, you’ll just know it when you see it. You may know with design, there are so many elements that can go wrong from colors to photos and so on. Without these preferences, we’ll be guessing and checking our ideas. But if we receive feedback, we can skip some of these rounds, thus saving time. This has always been our goal as a company to make this process as lean as possible, but it requires some feedback from the client.

Logo Design

This is a separate product that we offer. It looks like the package you’ve purchased does not include logos. We will, however, always simply put something together on the submitted concept to match. Whether you use what’s presented or not, it’s definitely up to you. If you’d like to make revisions to logos, I suggest to purchase the product.

Attention to Detail

You’ve mentioned in the current designs, the photos do not relate to your brand. But also in the past, you’ve mentioned that your preference is of NYC based location. Your brand is discreet, concierge service to high-end clients of Manhattan. The options that come to mind is to exploit complexities of New York City such as magnificent structures, having a great population; the list can go on depending on each person’s take. You know your business the most, and we have tried to pick out the pieces. Branding for logo; even with a logo design, it can be a symbol, it can be letters, it can be anything, but without your feedback, I won’t be able to narrow the choices down.

Regarding your request of a refund, I was not able to get the approval for a full refund as we have rendered services. However, did get the approval for $200 of the $1,166 you have paid. I don’t want your time and money wasted and still believe that we are able to produce great results, as we have for years; but I respect your decision regardless.

Yes I would like to cancel the service. Please advise me regarding refunding amounts paid.
Thank you.

Yes I would like to cancel the service. Please advise me regarding refunding amounts paid.
Thank you.

Spoke with Dr. Trobert – she was transferred to me from Catherine.

In the past, we had a great relationship from the beginning.
Project notes stated she was a happy person.

During my call with her she expressed to me her concerns and what she had wanted. She was not yelling but was very frustrated because she lost a lot of time and with her business as well was delayed because she had no website to show for it.

Client wants a clean break from our company.

Said she invested 5 weeks into the website.
The design is not going anywhere.

Images look very generic and not what she was looking for at all she stated.

She is frustrated and just wants a clean break – asking for a refund – told her I am not authorized to provide any refunds.

She asked me to not try to save it since she spoke with Jan then Des.

Hello Heather,

Happy Friday! Based off of our discussion I have compiled a handful of design drafts for your review. Please take a moment to review these concepts 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 note:
-You will see a few versions in “trobert-option1” for the homepage as well as the inner pages.
-The order of images in each option file (“trobert-option1” and “trobert-option2”) display the sequence you would see when you click from page to page.
-Each page will fill the entire screen and will have effects, which can be seen once the website is developed.
-All of the images and text can easily be changed at any time.

Looking forward to your feedback!

registered on September 7th: manhattanconciergepsych.com

*client wants a very SIMPLE, CLEAN, MODERN design
*reference is attached below and in Dropbox:
https://www.dropbox.com/s/66ynk2q4ne1cgqt/MCP.pdf?dl=0
*you will need to create design slide-by-slide, page-by-page
*do NOT include all sections in one PSD/image

LAYOUT
-full width
-very clean
-minimal

FEEL
-calming
-elegant
-peaceful
-not too feminine

COLORS
-mostly white
-accent black/grey
-accent with the green in reference attached (VERY minimal)
-does not want too dark/black

IMAGES
-does NOT want images of people
-use SUBTLE images around New York (for example, search for “bokeh new york” in Shutterstock, or Brooklyn bridge, or skyline)
-add some opacity to the main image (as shown in reference)

CONTENT
-VERY MINIMAL
-small font
-modern font
-spacing/padding is important for this design!
-likes the concept of small font, spaced, and icon as seen here: http://www.allamardesign.com/ (crosses; please choose a different shape/icon to use)

ORDER OF PAGES/SLIDES
-HOME
-ABOUT
-show what the hover effect will look like when you click on “About” (shown in reference)
-WHAT WE DO: Concierge (targeting certain people who can afford to have a concierge service in Manhattan)

OTHER NOTES
-do NOT include a map or address!
-include phone # only; do NOT make phone # prominent
-logo: (does not have one) please make a placeholder and incorporate it subtly into the hero image (see example, http://www.allamardesign.com/)
-wants a simple, but abstract logo
-make sure welcome page fills the screen with logo in the middle
-demographic: business people, CEO’s, high-profile, homebound
-this is a very confidential service
-does not want it to look like a medical website
-does not mind a traditional menu
-again, small text and spacing is very important

emailed to Heather:
manhattanconciergepsychological.com
nyconciergepsychological.com
nycconciergepsychological.com
newyorkcityconciergepsychological.com
conciergepsychologicalnyc.com
psychologicalconciergenyc.com
psychologicalconciergenewyorkcity.com
manhattanpsychconcierge.com

-having the logo show as the loading icon then disappears
-wants modern, very clean, elegant, peaceful/calming, achromatic colors
-concept of the “cross” icon http://www.allamardesign.com/
-name & logo is subtle in example
-does NOT want pictures of people
-really wants it to be calming
-does not want too much dark, not too much black
-likes the hero image in design draft (NY skyline)
-wants SMALL text, evenly spaced, lots of padding
-does not want too feminine
-targeting both men & women
-likes modern graphics (cross, x, etc…)
-wants to fill the screen with logo in the middle
-ONLY likes the first page of http://www.allamardesign.com/
-does not mind a traditional menu
-wants VERY CLEAN; not too much words
-NO MAP
-demographic: business people, CEO’s, high-profile, homebound
-benefits: CONVENIENCE, CONFIDENTIALITY, customer service oriented, personalized, weekends
-not an insurance-based service
-convey the feeling of the benefits listed above without being literal
-likes icons, like our Optimized website, but maybe not “literal” icons
-wants a few different designs
-does not mind a pop of color as long as it’s muted/calming (seafoam green)
-does not want the logo to be straightforward words; wants abstract way of incorporating the logo/abbreviations?
-include inner page designs
-does not want it to look like a medical website
*send a list of domain names (manhattanconciergepsych.com)

MENU
1. about us
2. what we do – Concierge (targeting certain people who can afford to have a concierge service in Manhattan)
*she will come up with a list of menu items

Scheduled a call with Heather today @ 4:30 pm PST

Spoke to Heather. She felt that she did not have a connection with Jan and things she said was not done. And things she didn’t want were done. She was very frustrated when she saw the designs presented and figured they’re not on the same page. She is reasonable and would like to request a new designer.

Overall, she wants us to come up with the design/creativity knowing everything about her business. She doesn’t want to give us soo many details, she expects us to figure it out. Her business is about confidentiality — that is her selling point. High-end clients. She goes to people instead of her going to us.

She’s happy and sweet, understands ins and outs of processes and would like to work with us.

—-

What went wrong:

The designs we sent were okay, but they were not in line with what she wanted/sent to us. It was wrong on an overall scale and into the detail as well.

Overall, she did not want a traditional design. She wanted slides, full screens, videos (if so), cutting-edge when it comes to website design/development. What we sent was pretty normal looking.

The details:
– there shouldn’t be a map (there was a big section for it): she goes to clients in private at-home/office meetings.
– she specifically did not want stock images of people
– she said to remove that ft service section and put something else, but nothing was put in
– she said to put the BG full screen, but it was only half

sent to Heather

Heather wanted to talk to someone else besides Jan. Told her you will be back Tuesday.
Please call her after 1:30 PT/4:30 ET.

215-868-6806

Hello Dr. Trobert,
Based off of our last discussion, I have compiled new design drafts for your review. Please take a moment to review these concepts 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.

I spoke with Dr. Trobert via phone and broken down what she wants.

Header

REMOVE Social Media, Phone number, and menu. Just have a hamburger menu button instead.

Logo

She wants an ACTUAL logo and not just text. She does not want it to be loud though, more subtle.

Hero Image

She actually LIKES the hero image of trobert-heather-1.2.jpg as it is more realistic and not too modern.

Featured Services

TAKE IT OUT, she simply just doesn’t want images “taken from the internet”

Welcome

TAKE IT OUT, she simply just doesn’t want images “taken from the internet”

Map

She is FINE with the map but she doesn’t want a FULL WIDTH map.

Dr. Trobert followed up via email:

“Other than the picture of the NY skyline, this does not even begin to capture the feeling or look I discussed. And for the record, I don’t love the NY skyline pictures either. The pictures of the people all need to be removed completely – they are horrible. I know I mentioned that I do not want it to look like all the other cookie cutter medical websites, yet that is what you have given me here for some reason.

I am looking for something original and creative. Not the same thing done in the same way as everyone else. Is your company going to be able to deliver this? What happened to the central logo I discussed? Where are the graphics I discussed for text?

I hope this was not even close to a best effort as this was profoundly disappointing.”

Hello Dr. Trobert,
Based off of our discussion, I have compiled two design drafts for your review. Please take a moment to review these concepts 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.

Dr. Trobert emphasize that the design should be modern, clean, and minimalistic.

Websites Examples

– http://www.allamardesign.com/ (LOVES THIS DESIGN)
– http://papercutart.no/
– https://theinouebrothers.net/en
– http://refryed.com/
– https://basader.com/
– http://www.lasamaritaine.com/
– https://drdpsychiatry.com/

Overall Feel

– Modern
– Elegant
– High-End
– Clean
– Minimalistic
– Urban (KEEP TO A MINIMUM)
– Abstract (KEEP TO A MINIMUM)

Color

– A “splash” of Seafoam Green
– Matt, Subdue, & Subtle
– Monochromatic
– Black & White
– NOT BRIGHT OR GLOSSY
– LIGHT / Neutral Background (Dark Text)

Layout

– Featured Services
– Doctor’s Bio
– Office Summary
– Office Map
– Contact Form
– Social Media Links

Your Name: Heather Trobert
Desired Domain(s): www.manhattanconciergepsych.com
Do you have an existing Site? No
Practice Name: Manhattan Concierge Psychological
Secondary Title (Dr. Name): Dr. Heather Trobert
Tagline (slogan): Concierge Psychotherapy

Practice Address

Street Address: 535 Fifth avenue
Street Address Line 2: 4th Floor
City: New York
State / Province: NY
Postal / Zip Code: 10017
Country: United States
Practice Telephone: (212) 201-0520
Will you be the decision maker during this process? Yes

Sections

– Social Media Links
– Featured Services
– Contact Form
– Office Map
– Doctor’s Bio
– Office Summary

Overall Feel

– Modern
– Spa-Like
– Elegant
– Simple and Clean
– Minimalist
– White & Bright
– Urban
– Boutique

Please Give us Examples of Websites You Like:

Various elements in each of these appeal to me.

– http://idesign.vn/design-web/17-thiet-ke-web-toi-gian-tuyet-voi/
– https://drdpsychiatry.com
– http://pollystanton.com
– https://designmodo.com/landing-page-type-photo/
– http://www.buala.es
– https://www.crazyegg.com/blog/minimalist-web-design/
– https://hattanmedia.com/newyork-website-design/
– https://speckyboy.com/modern-minimal-web-design/

Select Colors

– Monochromatic with a subdued spa green.
– Use of light in a city scape.
– Feeling of clouds/floating/softness.
– Feeling of serenity and calm while feeling luxurious and urban.
– Monochromatic

Image Types

– place to add my bio and Eventually a picture

Age Group

– Adults

Demographic

– Business (ex: downtowns)
– Upscale
– High Profile

Specialty

– Adult Individual Psychological Services

Top 3-4 Services

– Medical and integrative health psychology
– Women’s health and behavioral gynecology
– Trauma
– Eating Disorders
– Depression
– Anxiety

Any Additional Comments/Requests?

Practice is likely the first exclusively concierge and boutique psychological service in NYC. Practice is focused on patients in Manhattan only, at a location of their choice (i.e., home, office, other). Considerations will be made on a case by case basis for treatment in Brooklyn and surrounding boroughs. Utmost care is taken to maintain privacy as patient records are kept with high security to protect identity and private health information.

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

Hello Dr. Trobert,

Welcome to Optimized360!

My name is Jan 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. 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.us/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.

Jan
jan.s@optimized360.com

SENT DQ

Doctor is very happy and nice
Her practice does not want a medical feel – she has a lot of examples of sites she likes and wants to incorporate those elements in

Gold: $3,498 + $79/m
6 Installments of $583 (30 Days Apart)

Client requested to have the recurring start on the 7th of each month

Payment Method
#: Visa ending in 0053
Name: Heather Trobert, PhD
Expiration: 5/19
Code: 054
Zip Code: 18701

Justin,
I continue to be interested in the website with your company. I have had numerous unforeseen obligations to attend to this past month and so need to regroup a bit before moving forward. I formally filed with the county clerk’s office last week in NYC so at least that part is resolved and the company is official. If there are any installment plans you offer for pricing, please let me know. Otherwise, the timeline may be a bit further back than originally anticipated and may be more like November. Thanks!

Spoke with Dr. Trobert – very nice – wants to own the site – wants good SEO – her practice does not want a medical feel – she has a lot of examples of sites she likes and wants to incorporate those elements in – assured her what we do and we can create it for her – very nice – sent proposal – looking to finish the site by Sept 1 – told her to start early for SEO – might have a 2nd site she wants to create for as well – that one would have blog and socials