pb+j

BACKGROUND

Please describe your company and your position there.

Canadian Expert Cleaning is a full service janitorial company offering commercial cleaning to office spaces as well as the hospitality industry. I am the sole owner of the company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j?

We were looking to delve into our brand and develop our "why" and our mission statement so that we could fully develop our strategy going forward.

What were your goals for this project?

The goals were to really dive deep into the core beliefs of the company and further develop that story in order to really have our foundation solid as we enter a huge growth period.

SOLUTION

How did you select this vendor?

PB+J came very highly recommended to me by one of the top authorities in Canada and possibly in the world with regards to branding.

Subsequently, in later work I was doing on the business financial development side, their name came up again from the BDC who spoke very highly of them as well.

Describe the scope of their work in detail.

We began with a couple of meetings regarding goals and getting to know each other. Then we began to work on a series of very introspective modules that challenged us in ways we could not have imagined.

Thankfully this came with great wisdom, coaching and understanding. We had no idea what we didn't know. They helped us through the discovery and we came out in the end with a clear description of our purpose/why.

What was the team composition?

I worked directly with Kyle, Dave and Kim for most of the sessions.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

As we now build out our websites and open 2 new companies under our parent brand, we constantly look to our playbook/backbone that PB+J helped us create. We would be lost had we not done this work with them. Even worse is that we wouldn't even know we were lost.

We will use this information to help guide every facet of our business moving forward so you cannot really put a price on that value. I went into it with the intent to recreate, but really we created. We had nothing and now we know who we are. That sounds crazy to say but it's the truth.

How effective was the workflow between your team and theirs?

Their workflow was on point with all deliverables. Our workflow was not good at all. In this rapid growth phase we became so swamped that we were unable to deliver certain items which held up our process but it was 100% our own fault and PB+J was more than accommodating.

There was a period of extended travel in between for myself as well that I cannot thank them enough for their patience.

What did you find most impressive about this company?

First and foremost I fell in love with their designs before even speaking to them. Although we have yet to get to the design stage, I can say with great conviction that their designs are sleek, modern, engaging and just overall beautiful.

I haven't worked with other vendors in the realm of brand discovery before but I cannot imagine being more challenged (in a good way) to really get to the nitty gritty.

Are there any areas for improvement?

I literally have zero comments with regards to room for improvement. Their team was very easy to work with, even when our company was not the easiest to work with.

They were insightful, engaging, knowledgeable, patient, inspiring and professional.

BACKGROUND

Introduce your business and what you do there.

I’m a literary agent at an agency.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

We needed to redesign our website.

SOLUTION

What was the scope of their involvement?

Our website is built in Squarespace, and they built it from scratch. We had an existing website when we started working with them, but they completely reworked the design. The site design work involved incorporating a news section, descriptions of our services, and a contact form.

What is the team composition?

I was assigned to one person who functioned as a project manager. 

How did you come to work with pb+j?

They were referred to me by a friend that worked with them in the past. 

How much have you invested with them?

We spent between $5,000–$10,000 on the project.

What is the status of this engagement?

We started working together around March 2019, and it wrapped up in July 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We’ve seen an uptick in volume of traffic after our website went live. 

How did pb+j perform from a project management standpoint?

They were very organized and accessible throughout the engagement. We set up meetings through Zoom, and they determined our schedules ahead of time. They followed through on their promises and were helpful. 

What did you find most impressive about them?

I felt that they showcased more professionalism and understood what we wanted on our site more than other partners.

Are there any areas they could improve?

Sometimes, I had one or two quick questions that I’d have to schedule a phone meeting for. So, we weren’t able to just call them quickly—it was more structured than that. I’m not used to that, but it’s definitely not a fault. That’s just the way they operate. 

Do you have any advice for potential customers?

Be clear about what you want from the engagement. We were likely less precise with details on our requirements than others, but it was still important to have a more exact image of what you want. It’s a more regimented way of operating, so be prepared with your information.

BACKGROUND

Please describe your company and your position there.

Aria Vent is a manufacturer of air registers. You know those ugly grilles in your house? Well, we redesigned them to look better. I am the co-founder and CEO at Aria Vent

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j?

We needed to redesign our website - mainly focusing on growing conversion, ease of navigation and communicating key messages to our varying customer personas.

What were your goals for this project?

Communicate our brand story, build confidence in our brand, and create an intuitive platform that was optimized for mobile and web - building a site that was easy to purchase, and find necessary information. Decrease customer emails asking basic FAQ questions.

SOLUTION

How did you select this vendor?

They were very organized and provided a comprehensive strategy / timeline to execute their plan. I also looked into their website and others they worked on, and was impressed!

Describe the project in detail.

Complete revamp of a shopify store - new theme, images etc. I was responsible for overseeing all the content (images, copy, blog etc). We changed the navigation, reorganized pages, content etc.

What was the team composition?

From Aria Vent, it was just me! And then we worked mainly with one person from PBJ who held our hand the entire way as we interacted with other people from the team. PBJ also recommended a photographer, who jumped in to collaborate.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Since the redesign we have seen a decrease on customer emails asking basic questions. Our return customer rate has increased, and overall traffic has grown.

How effective was the workflow between your team and theirs?

Workflow was awesome. Things got resolved quickly and at all times I had a clear view on where we were at, and what was coming up. Everything was more or less on schedule, and if there was a change in the schedule, this was communicated and agreed upon in advance.

What did you find most impressive about this company?

The way the team collaborates together and is open to hearing your input and providing their advice and expertise. I really felt like a part of the team, and felt that they cared about the project as much as I did.

Are there any areas for improvement?

Honestly, no.

BACKGROUND

Please describe your company and your position there.

I am a marketing consultant that works with established B2B companies that need help taking their marketing to the next level.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j?

I hired PB&J to build a website for a two partner family business advisory firm.

What were your goals for this project?

We wanted to create a more modern website that would accurately reflect the service offerings of the business. We needed something clean and simple that would be easy for them to maintain on an ongoing basis.

SOLUTION

How did you select this vendor?

I was referred to PB&J by a graphic design firm. I provided PB&J with a detailed overview of what we needed to create and they came back to me with an itemized breakdown of what would be involved in meeting needs. We reviewed the proposal on a call and after comparing the quote to two others, decided to choose PB&J.

Describe the project in detail.

The project was laid out nicely in stages, starting with the establishment of the tone and feel of the site. We were presented with three potential directions and choose one. We then dove into laying out the pages of the site and creating content. PB&J guided us through image selection and created some custom images for us to represent some of our models in a way that matched the rest of the site.

What was the team composition?

We worked with one web team lead and and SEO specialist.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

My client is thrilled with the new site and proud to finally share it with potential clients. The site will form the foundation for their ongoing content sharing program.

How effective was the workflow between your team and theirs?

The workflow throughout the project was exceptional. Katie was clear about what the steps were and continually reminded us of where we were in the process and what was coming next.

What did you find most impressive about this company?

I was very impressed by two things: the professionalism of the workflow that the company has set up and the amount of effort Katie put into moving our project forward. She was very accommodating when we had to move some timelines, will at the same time, kept us forging ahead.

Are there any areas for improvement?

Only suggestion for improvement is to better integrate the SEO boost into the workflow. Felt a bit disjointed, but at the same time, delivered what we needed.

BACKGROUND

Please describe your company and your position there.

I am the VP Marketing at a Technology Company – Communo.com. We were in the process of building out a company culture portal to assist with new recruit onboarding and to drive awareness about our organization's mission vision values.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j?

I engaged pb+j to help with a website design process. Wireframes were provided to help direct the type of information that we wanted to showcase and pb+j was contracted to design and develop the website on a squarespace framework.

What were your goals for this project?

We wanted to launch the project quickly on a CRM we could manage easilly. The new website had to fall into our brand standards while adding some extra personality and polish that pb+j is known for.

SOLUTION

How did you select this vendor?

pb+j was selected because of how they helped me explore a potential solution and work with me through the scoping process. Their attention to my needs was prompt and effective, selecting them as a partner to execute this work was easy because they worked within my constraints of budget and timeline while delivering confidence around a solution that would make us proud.

Describe the project in detail.

The Project was a quick turn around. We defined the scope and budget together, and the pb+j team worked with the autonomy to create a solution. 1 round of revisions and content was required to get the solution to a place that we were all happy with.

What was the team composition?

There were four people involved in the team.

• Kyle Dutka - Project Sponsor - pb+j 
• Patrick Orr - Project Sponsor - Communo
• Leah Chambers - Designers and Developer - pb+j 
• Danielle Durance – Content and Implementation - Communo

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

• The project was delivered promptly and met all the expectations.
• The delivery was a 1week turnaround, start to finish.

How effective was the workflow between your team and theirs?

Very.

What did you find most impressive about this company?

I just loved working directly with Lead to ensure the solution met my expectations. She also provided training that enabled my team to go above and beyond.

Are there any areas for improvement?

None.

BACKGROUND

Please describe your company and your position there.

Tidal Equality is a disruptive strategy firm at the intersection of social change and diversity & inclusion. I am co-founder and co-CEO.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire pb+j?

We hired pb+j for a website redesign to complement our company's rebrand.

What were your goals for this project?

We gave the team at pb+j tight constraints, both budgetary and in regards to time frame. We also asked them to produce for us a design concept that was quite unconventional for our sector.

SOLUTION

How did you select this vendor?

The team at pb+j gave us the sense that they really understood not only our business, but our ethos, and they were as excited to help us execute this project as we were. They took the time to get to know us and understand our vision.

Describe the project and the services they provided in detail.

We had several pre-launch conversations with the team during which they described their capabilities and also took the time to understand our business and our vision for the rebrand and site redesign. Over the following months, they worked very hard to keep (us) to our tight time deadline.

They were very responsive to our inquiries. They respectfully kept us accountable to our own deliverables. They went above and beyond at various points during the process to help us make informed decisions. They built us a site that will support us moving forward.

What was the team composition?

The project team had about four key people including a pb+j leadership member, a project lead, a design lead and a UX lead.

RESULTS & FEEDBACK

Can you share any information that demonstrates the impact that this project has had on your business?

It's too early to tell, as we are still pre-launch phase, but what I can say is that the site they've build us in intuitive and maps well to the three types of visitors the team helped us crystallize.

How was project management arranged and how effective was it?

Project management was led by a primary pb+j team member, and we found it to be very effective. It was clear to us who we were meant to communicate with, and when.

What did you find most impressive about this company?

We were most impressed by their commitment to understanding the ethos of our company. We also appreciated how they were able to express that in the site design.

Are there any areas for improvement?

The only thing I can think of that could've been done differently would've been the provision of a more detailed quote, with greater detail for each line item (so to better outline the project scope and to ensure we didn't inadvertently ask the team to complete a task that was beyond project scope).

BACKGROUND

Introduce your business and what you do there.

I worked with pb+j at a previous organization called The Great Canadian Theatre Company, a nonprofit that presents the work of Canadian artists, playwrights, and performing arts professionals. I was the marketing director there.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

We had a dysfunctional and outdated website. Our challenge was creating a new site with better content management tools and a design that was more aligned with our work in the community. We were doing risky and varied work, and we wanted our site to complement that. We also wanted our content to be accessible for each member of our diverse community.

SOLUTION

What was the scope of their involvement?

They used Squarespace to build the website and fully integrated all of the services that we had on the old version. They maintained the user flow of the previous site—the one that our patrons were used to—with a more contemporary and updated interface.

What is the team composition?

I worked with the head of pb+j, as well as a team of designers and project managers.

How did you come to work with pb+j?

I put out a blind RFP to various organizations in Canada and included pb+j because of a recommendation from a colleague. Tom (Co-Founder, pb+j) sent me an email back respectfully declining to participate. He explained that his team doesn’t respond to RFPs because they prefer to start with a discussion.

I was so intrigued by his response that I decided to give him a call. That email made me want to work with him. I agreed with his thought process, and I’ve actually changed the way I engage with RFPs based on that one conversation.

What is the status of this engagement?

The website launched in February 2017. We brought them on as our agency of record soon after.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

pb+j helped us build out our platform and our brand awareness within the community. We were also able to reach a wider audience with the website update because it made our content much more accessible online. They moved everything from a dry, content-heavy, difficult to navigate site to one that had a much better user experience. This led our patrons and our audience to engage with us further because the digital interaction was much more pleasant.

The engagement was so positive that we ended up collaborating with pb+j on multiple other projects. They did marketing designs and materials for that entire season, which flowed nicely with the launch of the website. We eventually decided to shift away from a designer that had been with the organization for over 25 years to start working exclusively with pb+j.

How did pb+j perform from a project management standpoint?

We were in touch with the head of pb+j from day one, which made for an exciting development experience. They felt that it was important to begin the project with a face-to-face meeting so that they could understand the marketing and development side of things.

The team also listened to our needs, both from a design standpoint and a financial standpoint. As a nonprofit, we were trying to make a massive impact with a limited budget, so that dual consideration made a difference for us.

The entire team was incredibly engaging. They shepherded us through the whole process, from the design to the backend of the site and eventually the execution and final launch. The timeline was well-executed, and the project was done within a few short months.

pb+j used Basecamp as a touchpoint for us to stay up-to-date. We also did weekly and monthly phone calls. They were very realistic with their timelines and always managed to keep us on schedule. They were also extremely considerate and understanding when we faced problems on our end, like unexpected budget changes.

Another takeaway is that they were engaging during technical conversations. I don’t have an IT background, so I’m apprehensive about working with companies that speak a language that I don’t understand. I never felt that way with pb+j, and they always made sure that I had a voice in every conversation. Their ability to explain processes and requirements in a way that respected my knowledge really enhanced the project experience for me.

What did you find most impressive about them?

One of the biggest standout gestures was that they asked to integrate the artistic direction of the leader of my organization. This is the person who plans our shows and presentations. That was a unique decision, but they had realized that, to fully understand the organization’s message, they needed to speak with the person who leads the organization.

I’ve never seen that approach with other IT firms, but I think it went a long way in terms of their ability to realize our vision. They had an excellent grasp of how small nonprofits function and made sure that everyone’s voice was heard. They wanted to deliver a final product that everyone in our organization could stand behind.

Something else that stood out for me was their understanding that our organization would likely experience internal changes. They provided video training manuals that explained all of the site updates and how to use the different features. We’ve kept that as an archive to help with future personnel transitions. They were very forward-thinking in that regard, going above and beyond to give us an incredibly useful resource.

Overall, their customer management is exceptional. Their leadership team stresses the importance of the customer relationship, which they put at the forefront of their work. That is one of their greatest strengths, outside of the amazing design work that they do.

Are there any areas they could improve?

I can't think of a single thing. They met or exceeded all of my expectations. I’m hoping to engage them again at my new place of business.

BACKGROUND

Introduce your business and what you do there.

I’m the CEO of Creator Memories, an online business that does custom printing on acrylic. We have a patented process.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

My company had an existing website that had been built in Hong Kong, where we have an office. I was unhappy with it, and I told my business partner that we could either fix it or build a new one. After discussions with pb+j, we thought the latter would likely be easier, so we started from scratch.

We had some unique challenges, one of them being the users’ ability to personalize products. We wanted users to be able to upload pictures and then add text or other customizations. We’ve done a lot of wholesale business, and we just entered the B2C market.

SOLUTION

What was the scope of their involvement?

My team provided pb+j with some wireframes, and we talked extensively about the project. I showed them our existing website and some of our products, along with some example sites, YouTube videos, and TV commercials that we liked. I also described to them who our competition was and what set us apart in terms of what we had to offer. I explained the vibe we wanted the site to have.

pb+j interpreted the different directions we talked about and came back with some really smart concepts for us. We settled on a melding of these different concepts. From there, pb+j built a new Shopify site for us. We’re currently listing some of our products on Amazon, and they’re adjusting the site accordingly.

My company does a lot of work with a wedding planning website and photographers. We provide them with sites that look their own, but they’re actually ours. pb+j builds these white label sites. Soon, they’ll be developing another website for us.

What is the team composition?

pb+j assigned project managers and two lead designers to work with us on this.

How did you come to work with pb+j?

My facilities are in Hong Kong, and I knew someone there who’d done a lot of web development work. They suggested 3–4 vendors to me, one of which was pb+j.

I talked to a lot of developers. We wanted a vendor that would do the vast majority of the work in-house, and that’s why we settled on pb+j. They also had Shopify experience, which was the platform we wanted to use.

What is the status of this engagement?

We started working with pb+j in September 2018, and they completed the initial project by the end of November. We started a second project with them in January 2019, which took another 4–5 weeks. We’ll be starting another project within the next few weeks.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

A lot of the developers I spoke to proposed too many complexities for the platform. I wanted it to be clean and straightforward, and pb+j understood that right away. At the same time, we faced the challenge of enabling our customers to design custom products, and pb+j proved capable of taking this challenge on.

I’m currently negotiating with a big client that has a lot of experience in this area, and they’ve told us that our site is easy to understand. This is exactly what we wanted; I consider websites to be modern business cards, on which we showcase who we are and what we do. I just recommended a client to pb+j, even though I’ve never met them in-person. The client also does business in America and all of his manufacturing in China. He loved the website, so I offered to introduce him to pb+j. He’s doing some marketing work with them now.

Our conversion rate is probably 3–4% higher than the industry average. I attribute this to the site’s ease of use. pb+j also simplified the backend process. We often get 800 single customized or personalized photos in 24 hours, and not only do we have to produce them, but also ensure that each customer receives the right product.

How did pb+j perform from a project management standpoint?

My background is process-driven, and I explained this to them. I couldn’t give them higher marks. I haven’t agreed with everything they’ve done, but they handle issues well. The process has been painless.

We communicate frequently. pb+j uses a project management platform. Most of our contact is through email and Skype, and we usually have scheduled calls every 7–10 days during the development process. They either give me the schedule, or I give it to them. The project managers keep everything on schedule, in terms of when we have meetings and who I should be communicating with.

We had an issue with one of the sites on a Friday night, namely that pb+j took it live without telling me. I emailed them at 8:30–9:00 p.m., telling them that I wanted to revert to the original site before they made changes. I got an email back at 11 p.m. telling me that they were sorry and that they’d reverted it. They did this even though I’m not their biggest client.

What did you find most impressive about them?

Creatively, they are exceptional. I’m able to communicate both good and bad news to them, and they’re responsive to what my concerns are. They don’t always agree with me, and I think it’s great when they push back.

Are there any areas they could improve?

They’re very busy. I asked them to complete a project by last Friday, and they were forthright about not being able to take it on. I’d be happier if their turnaround time was a bit quicker, but they’re upfront about saying no. This has been my biggest issue with them.

Do you have any advice for future clients of theirs?

Be totally open with them, and don’t pretend you know more than you do. I was open with them about what we’d done and what I knew, and they responded really well to that type of approach. 

BACKGROUND

Introduce your business and what you do there.

Anna Grace Photography provides services for weddings and family events. I am the owner of the company.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with pb+j?

My website was outdated, and I also needed a new business logo which would speak to my higher-end brand.

SOLUTION

What was the scope of their involvement?

pb+j developed a Squarespace website for me, which was the platform that I wanted. pb+j also produced some copy for my site. I was assigned a creative director and a designer/developer who handled most of the work. I also worked with a project lead from pb+j.

How did you come to work with pb+j?

I found pb+j through the referral list on the Squarespace website. I looked at budget ranges, as well as the work listed for each company. It was important for me that I work with a team. I have a background in graphic design, so it's a topic I care about. pb+j's website was very well made. After getting in touch with them, pb+j got back to me right away.

How much have you invested with pb+j?

The total cost of pb+j's services was $6,500, including a new website and logo.

What is the status of this engagement?

Our work is completed. I plan to contact pb+j in the future for any updates, but this won't happen within the next couple of years.

RESULTS & FEEDBACK

Could you share any evidence that would demonstrate the productivity, quality of work, or the impact of the engagement?

One of the main requirements that I had for the new site was to receive inquiries from brides who were okay with my price range. I charge around $5,000 per wedding, and I was constantly getting inquiries from people wanting $1,500 photographers. I knew that this was because of my site. Almost all of my current inquiries are compatible with my price range, which is a huge benefit.

Everyone who saw it was excited about my new site, which showed the level of polish it had. pb+j did a great job of capturing everything that I wanted to capture and making it look more high-class.

How did pb+j perform from a project management standpoint?

I worked in a design studio in the past, so I am biased in terms of how a project is handled. pb+j's designer did an amazing job, and I was in contact with him often, but I felt that I should have been in touch more with the project lead. I had to end up asking my designer a bunch of questions which should have been answered for me from the start. I don't know if this was because pb+j's team had a lot on their plate, but whenever we had calls about the progress of the work, I was only given 30 minutes to talk about it. Sometimes, ideas require more time, so pb+j could work on this. Overall, I'm 100% happy with the outcome of their work.

What did you find most impressive about pb+j?

I filled out a lengthy questionnaire about my brand and talked through it with pb+j at the beginning. From there, they came up with a couple of concepts. The main one was pretty much exactly what we ended up using. pb+j created a kind of mood-board, with different pictures, colors, and images which could reflect my brand. This helped me think of things that I wouldn't have considered otherwise. I really liked the design process of presenting options to me and taking my feedback.

I liked how pb+j presented everything to me in a live website format. It showed me what the finished product would be.

Are there any areas pb+j could improve?

The communication issue I mentioned was the only drawback of working with pb+j. Having more time in order to talk through some designs would have been good.

BACKGROUND

Please describe your company and position.

I am the CEO of peaksNpaws

Describe what your company does in a single sentence.

We sell all natural dog treats and chews.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire pb+j to accomplish?

• Email marketing

SOLUTION

How did you find pb+j?

Referral

Why did you select pb+j over others?

• Great culture fit
• Company values aligned

How many teammates from pb+j were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We tied with PB+J to improve our customer retention and conversion rate.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Conversion rate impoved to 4%+. Our repeat customer rate also impoved from 12% to 22%

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Extremely professional and transparent process. All timelines were met and exceeded expectations.

What was your primary form of communication with pb+j?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Design capabilities as well their content writing. They look at things from a holistic perspective.

Are there any areas for improvement or something pb+j could have done differently?

Very happy and satisfied with everything they are doing.