Pen & Mug

BACKGROUND

Please describe your company and your position there.

I am the Founder of a tech start-up called the better MENU. Our platform provides our partners with picture based QR menus for in-house dining and website use. Our platform allows restaurants to show off their food & cocktails before they order, so guests know what to expect every time.

We provide our restaurant partners with analytics of how guests digitally interact with their menus, allowing they to gain valuable insights for marketing and menu engineering.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pen & Mug?

We needed an entire new brand design (identity, logos, colors, fonts), website landing page and sales leave behinds.

SOLUTION

How did you select Pen & Mug and what were the deciding factors?

Pen & Mug was recommended by a friend and I was evaluating a few different designers at the time. There were 2 deciding factors for choosing to work with Pen & Mug. 1st, their quality of work on their portfolio was very impressive and matched the style of design I was looking for with our brand. 2nd, they embodied the same whit and whimsy in their own brand & company culture that was exactly what we were looking to have embodied in our company brand.

Describe the project in detail and walk through the stages of the project.

It was a very thorough process from beginning to end with constant communications that allowed us to hit our predetermined deadlines. The project started with an initial scoping session and brand identity review to allow Austin and the Pen & Mug team to full understand who our company is, where we are going and how we want that reflected in our branding.

The project was broken up into 2 stages. Stage 1 was working through brand concepts, logo designs and color pallets. It started with rough sketches of different logo concepts and designs to help us work together to find the style that worked best for us. Once we had the logo style and design narrowed down, we fine tuned our favorite designs to get to a final set of logos. After that, we picked a color pallet (we really liked orange and purple) and the Pen & Mug team came up with brand colors that were perfect. The logos were colorized and signed-off on.

Stage 2 was the website landing page and sales materials design. We already had the content we needed for the website (via our old landing page) but needed help refining the layout of the page and incorporating the new brand identity. This process moved fairly quickly because we had all the copy ready, and the tweaks along the way were made fast.

From here, we wrapped up by creating our necessary sales leave behinds (stickers, business cards and flyers) In the middle of the project, we felt that we could benefit from some graphical illustrations in the form of a "comic" strip to help tell the story behind why we created our project. This was added to our scope of work (for an additional fee that was very fair) and the end result blew us away! Such a talented graphic design firm!

How many resources from the Pen & Mug team worked with you, and what were their positions?

Since we had the development team in-house we did not need to leverage their development services. Austin was the lead on our project and we worked directly with him.

RESULTS & FEEDBACK

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

Our new brand identity launch has coincided with us taking the platform out of beta as we begin scaling our sales efforts. In the past few weeks since the project has gone live, we have started to see massive traction on the sales side brining in 5 new partners in the first few weeks since the launch.

How effective was the workflow between your team and theirs?

The communication was amazing. Couldn't have been better!

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

Their graphic design ability is obviously very impressive to me (as a non-design person) but what was most impressive about the entire process was Austin's ability to understand our product, our partners and our brand vision and help us create a brand identity that hit the nail squarely on the head!

Are there any areas for improvement or something they could have done differently?

Cannot think of anything that could have been better! It was an amazing process that hit all our deadlines and targets.

BACKGROUND

Please describe your company and your position there.

I'm the Director of Content Marketing responsible for the brand and the stories we are telling in market.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pen & Mug?

• Event theme
• Brand elevation
• Case studies
• eBooks
• Ad sets
• Social series

SOLUTION

How did you select this vendor and what were the deciding factors?

I had budget to hire a full-time designer for my content team; however after interviewing Austin I changed my mind. From my first conversation with Austin, I knew he was equal parts strategy and creative. As part of my hiring process, I asked all candidates to do a design exercise and Austin's submission blew everyone else's out of the water - from smart ideas, great design, to strategic rationale. This further validated I needed Pen & Mug instead of an in-house designer.

Describe the project in detail and walk through the stages of the project.

Austin is my go-to for all design needs. We partner on everything from conceptual work for the brand to tactical needs like an email banner. He is a true extension of my team. We utilize Asana to track projects and have weekly meetings over zoom to discuss details, upcoming work, and check-in on what's in motion.

How many resources from the vendor's team worked with you, and what were their positions?

We've only worked with Austin.

RESULTS & FEEDBACK

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

Over the last six months, Austin and I have been laser focused on elevating the Ambition brand. The new graphic elements Austin created have compounded to help tell our story and better position Ambition as the enterprise-grade, de facto software solution for our customers.

How effective was the workflow between your team and theirs?

Working with Austin is magic. He's smart, fast, and talented. He understands that successful design is functional and beautiful. Austin is truly an extension of our internal marketing team and what makes him an even better partner is he truly cares about success of the business. No matter where my career takes me, Pen & Mug will come along.

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

Austin is the most intuitive and collaborative designer I have ever worked with. He understands that project scopes can change. He welcomes critique and always strives to find the best solution. If the work is not 100% on target, he'll figure out a way to get it there. You get what you pay for--and every dollar you spend with Pen & Mug you'll see incredible ROI.

Are there any areas for improvement or something they could have done differently?

No

BACKGROUND

Introduce your business and what you do there.

We’re a historical bed and breakfast, but we operate like an Airbnb. I’m the managing partner.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Pen & Mug?

Our establishment is a historic home that was built in 1932, but it’s been completely remodeled with the music industry in mind. We needed a logo, name, and mission statements that could be inviting to travelers.

SOLUTION

What was the scope of their involvement?

We sat down with Austin (Founder) to outline possible names that are in line with our brand. He also came up with options for the logo and tagline. We put together the house guidelines as well as a book that outlined everything regarding our brand and establishment. Everything that’s creative or has to do with our brand, Austin took care of. He even set up our website and  designed all of our merchandise and souvenirs

Austin also helped us reach out to the music industry to let them know that our historic home is available for occupancy. While we want to cater to people who’re coming in from out of town, we also wanted to serve people from the music industry. We have two demo rooms in the basement, and Austin incorporated that information into our website. 

What is the team composition?

We just work with Austin.

How did you come to work with Pen & Mug?

Our partners in California referred Pen & Mug to us. 

What is the status of this engagement?

We started working together in February 2020, and our partnership is ongoing.

RESULTS & FEEDBACK

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

We’re very happy with their services. Thanks to Pen & Mug’s help, we now have a website whose monthly visits have been going up consistently for two years. More than anything, they’ve been instrumental in marketing our establishment. Even with COVID-19, the results have exceeded our expectations. 

How did Pen & Mug perform from a project management standpoint?

They’re excellent on this front. Austin is always on time and always follows up. 

What did you find most impressive about them?

They really care about the client and are very passionate about what they do. Austin really puts in the time to understand our vision and bring it to paper. That’s hard to do, but he throws himself wholly into it. He’s also really open to constructive criticism; if we don’t like something, he’ll take it back to the drawing board, which is what I appreciate about him most. 

Are there any areas they could improve?

No, I don’t have any criticisms. They’re just really good at what they do.

Do you have any advice for potential customers?

Don’t be afraid to communicate your vision. It’s the way Pen & Mug works; they’ll really want to hear what you have in mind because it helps them do their job better. Be open to their ideas as well and be patient about the process. Encourage your creativity rather than stifling it. 

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a pizza restaurant called ZZA Pizza + Salad.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Pen & Mug?

We had an old-fashioned digital web experience, so we wanted to renew our platforms to give customers a more fresh look at our brand's origins and concept with an immersive experience.

SOLUTION

What was the scope of their involvement?

Pen & Mug did web development for us from scratch on WordPress to help us compete in a QSR space in light of the COVID-10 pandemic. They came up with a few designs, and we were thrilled with their proposals, so we decided to move forward with their work.

In addition to that, they did all the backend development work with our delivery partners, like DoorDash, Uber Eats, and Grubhub. Overall, it was end-to-end work from their side, passing through the project's ideation, creation, and execution of the project with zero hiccups.

What is the team composition?

We worked with three members of the team, including Austin and Jeremy (Developers).

How did you come to work with Pen & Mug?

I’ve known them from a personal relationship. After talking to them, I saw their work for other local projects, and we liked what they did, so we decided to give them our project.

How much have you invested in them?

We spent around $5,000 with them.

What is the status of this engagement?

We worked together from March–June 2021.

RESULTS & FEEDBACK

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

Thanks to their work, our bounce rates went down and our visits, time on site, and conversion rates increased.

How did Pen & Mug perform from a project management standpoint?

They took over project management from start to finish, and I couldn’t be happier. Pen & Mug coached us on every detail needed, even on things that we didn’t consider — their team always knew what they were doing because they had the expertise across the spectrum of what they were doing with a very straightforward plan. 

They were also super patient with our delays on the tasks we were responsible for, so they were gentle and professional, trying to keep us on track throughout the process.

In terms of communication, we used video calls and phone calls — we never had to be physically present due to the COVID-19 pandemic and travel distances.

What did you find most impressive about them?

The personality and creativity of their leadership team were outstanding. Additionally, their customer service was great from start to finish; they were communicative and delivered on target. Overall, they checked all the boxes.

Are there any areas they could improve?

I don’t think there’s anything they can improve on — we had a good experience working with them.

Do you have any advice for potential customers?

Every project like this requires time investment from both ends, so I recommend listening to their team’s coaching and expertise. Also, be as involved and engaged as possible to have great results.

BACKGROUND

Please describe your company and your position there.

I am the Chief Marketing Officer at Mployer Advisor. We connect employer benefit buyers to high quality, reputable health insurance brokers.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Pen & Mug?

As a startup, we have had the need for various marketing and sales collateral. Additionally, we have needed help with brand guides, social ads, and UI/UX.

SOLUTION

How did you select this vendor and what were the deciding factors?

We like to partner with firms who will be with us long-term, and where we feel like they are a part of the team.

Describe the project in detail and walk through the stages of the project.

Austin worked with us to set up a project plan and reviewed the necessary deliverables. He would send comp with an explanation prior to the meeting for us to review and provide feedback. We then would discuss during our regularly scheduled weekly meeting or have a special meeting depending on when the deliverable was needed. Austin is careful to turn things around before when he says he can have them and allows us plenty of time to review.

How many resources from the vendor's team worked with you, and what were their positions?

We primarily worked with Austin. He ran point on the various projects we had/have going on with Pen & Mug.

RESULTS & FEEDBACK

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

From our brand guide, top consultants logo, ebook designs, landing page designs, we have been extremely pleased with Pen & Mug's work.

How effective was the workflow between your team and theirs?

Besides the pure talent of Pen & Mug's team, this is my favorite aspect of working with them. Communication and workflow are seamless. Austin has always been very conscious about ensuring communication has happened.

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

Two things:

1. speed
2. kindness

The team was highly responsive to emails and always amiable to every call.

Are there any areas for improvement or something they could have done differently?

No improvements from my perspective.

BACKGROUND

Introduce your business and what you do there.

I’m the co-founder of the nonprofit Corner to Corner and founder of The IEP Mom, which provides help for exceptional-education students and their families.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Pen & Mug?

I needed help with branding, especially logo design.

SOLUTION

What was the scope of their involvement?

I hired Pen & Mug independently for The IEP Mom. Initially, they sent me a couple of questionnaires to see the root of what I wanted. I was starting from scratch, so I realized what I wanted the brand to be through those assessments. The team helped me nail down the logo, and they delivered it along with a banner for the website.

What is the team composition?

I worked directly with Austin (Director).

How did you come to work with Pen & Mug?

I’d met Austin before because Pen & Mug had worked with my nonprofit. I liked Austin’s positivity, and he was very quick and responsive.

How much have you invested with them?

We probably spent about $800.

What is the status of this engagement?

We worked together from February–March 2021.

RESULTS & FEEDBACK

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

They gave me a polished, professional look — I’ve actually had to turn stuff down because I got too much work. Also, I’ve used the logo on social media and awesome branding products.

How did Pen & Mug perform from a project management standpoint?

They exceeded my expectations. It went way faster than I was expecting. When they’d tell me they’d have something for me, they’d have it early or by then.

What did you find most impressive about them?

I wasn’t expecting it, but it was more of a partnership. I thought I’d just tell them what I wanted and they’d give me the product, but there were more steps along the way in terms of feedback and changes. Nonetheless, I was almost immediately happy with what they delivered.

Are there any areas they could improve?

No, I was exceedingly pleased with them. They blew it out of the water.

Do you have any advice for potential customers?

If you’re going to hire them, trust the process. They know what they’re doing, and the team is capable of delivering.

BACKGROUND

Introduce your business and what you do there.

I’m the head of marketing and design for Ask Joe DiMatteo, a website in conjunction with a 20-year old radio show and video series. We give instructive information on pharmaceuticals and natural health products, and we sell supplements.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Pen & Mug?

We’d had the same site and design language for almost a decade, and we needed to update both. However, our primary clientele doesn’t take well to change, so we wanted to be very cognizant of that. Our watchwords for the project were evolution, not revolution; we wanted to make changes that wouldn’t scare our customers away.

SOLUTION

What was the scope of their involvement?

Pen & Mug is designing our new website. I met with them a couple of times to look through the existing site. Then, they started working on variations and options, gave me several directions we could take, and I selected the one I thought would be best. 

From there, Pen & Mug took off with the redesign, making changes as they went based on my feedback. Using the previous site as a foundation, Pen & Mug has modernized our site. They’ve re-interpreted, re-iterated, and rebuilt the site’s design language. We use Squarespace as a platform, and the team has fully customized the design, including logo, font, color, and spacing. 

What is the team composition?

I work with Jeremy (Web Developer), and my primary contact is Austin (Founder).

How did you come to work with Pen & Mug?

I found them through a mutual friend whose sense of design and styling I respect quite a bit. I called him and asked if he was available or knew anyone who was, and he pointed me toward Pen & Mug. 

How much have you invested with them?

So far, we’ve spent around $10,000.

What is the status of this engagement?

We started working together in May 2021, and the engagement is ongoing.

RESULTS & FEEDBACK

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

Every person I’ve shared Pen & Mug’s design with has gotten really excited about it. We haven’t launched the new site yet because our company wants to slow-walk the process. However, I don’t doubt that it’ll get a huge response, and I’m eagerly anticipating it.

Pen & Mug has been incredibly responsive to my needs; they listen and respond appropriately. Moreover, they’re creative and productive. Not only that, but they have the best form of creativity in that they keep the end in mind — which in this case is profit. Sometimes designers can’t see the forest for the trees and get too excited about artistic expression. Meanwhile, Pen & Mug understands our financial goals and has done an excellent job of keeping that forefront in everything they plan and do.

How did Pen & Mug perform from a project management standpoint?

They’ve been incredibly responsive, and they deliver things on time 100% of the time. We use emails and phone calls to communicate.

What did you find most impressive about them?

I’m impressed by Pen & Mug’s approachable professionalism. They’re consistently professional while not being cold or hard to talk to, which I really appreciate. Additionally, Pen & Mug keeps the end in mind. They clearly know the goal, keep pointing in that direction, and don’t get lost in the process. 

Are there any areas they could improve?

No, I can’t think of anything they need to improve.

Do you have any advice for potential customers?

I would say trust Pen & Mug and their process. If you hire people you trust, let them do what they do and not get in their way.

BACKGROUND

Please describe your company and position.

I am the Director of Marketing & Communications of Gilda's Club Middle Tennessee

Describe what your company does in a single sentence.

Gilda’s Club Middle Tennessee uplifts and strengthens people impacted by cancer by providing support, fostering compassionate communities, and breaking down barriers to care.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Pen & Mug to accomplish?

Marketing & branding of our comprehensive campaign

SOLUTION

How did you find Pen & Mug?

Referral

Why did you select Pen & Mug over others?

• Pricing fit our budget
• Great culture fit
• Company values aligned

How many teammates from Pen & Mug were assigned to this project?

2-5 Employees

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

Our goal was to find a marketing and media partner with a commitment to our mission to support a three-year Comprehensive Campaign. The Campaign will enable Gilda’s Club to secure a central location, easy to access, near healthcare, provide increased free parking, with outside spaces for programs, and a stand-alone building. The Campaign will also raise funds for operations and endowment thus, it is a Comprehensive Campaign.
 
Goals
Support Gilda's Club in meeting and exceeding the Comprehensive Campaign fundraising goals
Increase awareness for GCMTN.
Increase current donor engagement and involvement.
Attract new contributors, volunteers and advocates. 
 
Key Deliverables
Brand Guide for Comprehensive Campaign 
Public Relations/Media Support 
Printed Campaign Materials  
Digital Campaign Materials (including video and photography assets) 
Campaign website landing page 

RESULTS & FEEDBACK

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

The project is still in progress. 

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

The Pen & Mug team has been efficient and organized in the area of project management. Timelines have never been pushed due to a missed deadline. All of our materials have been neatly organized and are accessible to us at any time and whatever format we need them in. The team has been so flexible with us and generous with their time and talent. 

What was your primary form of communication with Pen & Mug?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

We chose to work with Pen & Mug because of the energy they brought to the table. This is a long project and finding the right partner was crucial for us. We are a very small nonprofit and new that we would essentially need any extension to our team during this campaign. Austin and Rachel showed they cared about our organization and mission right from the start and we truly felt that commitment from the first meeting we had. 
They spent a great deal of time learning who we are and what we do before we even chose them as our partners, and that made them stand out. They are great listeners and always open working through a design or project until it is exactly what we are looking for. Not all design firms are as generous with their time, and I cannot say enough about Pen & Mug's flexibilty with us as we navigate this campaign.  

Are there any areas for improvement or something Pen & Mug could have done differently?

I really don't think so. The project is still ongoing and we are continuing to enjoy working with Pen & Mug and are excited to do so int he future.

BACKGROUND

Please describe your company and position.

I am the Founder of The Tiger Den Group

Describe what your company does in a single sentence.

We are a biomedical research nonprofit.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Pen & Mug to accomplish?

• Build a website that would allow for us to evolve and to share our mission to all who support.

SOLUTION

How did you find Pen & Mug?

Referral

Why did you select Pen & Mug over others?

• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

How many teammates from Pen & Mug were assigned to this project?

2-5 Employees

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

We needed to build a website that would allow us to track members, donors, and corporate supporters. We met all deadlines, from the home page's design to the website's key sections.

RESULTS & FEEDBACK

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

1. Whiteboard Layout of the website 
2. First look at the website 
3. Key sections of the website completed for live launch 
4. Final review of the website

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

Yes, they delivered on time and always responded in less than 2 hours for questions.

What was your primary form of communication with Pen & Mug?

• Virtual Meeting
• Email or Messaging App

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

They are a young group, but they come from a Fortune 50 background and can deliver impressive results.

Are there any areas for improvement or something Pen & Mug could have done differently?

Not for me.

BACKGROUND

Please describe your company and position.

 I am the Chief Creative Officer of a consumer products company 

Describe what your company does in a single sentence.

Tabletop Game Publisher

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Pen & Mug to accomplish?

• Custom Shopify Website
• Outsourced Creative Team

SOLUTION

How did you find Pen & Mug?

Referral

Why did you select Pen & Mug over others?

• Close to my geographic location
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Pen & Mug were assigned to this project?

2-5 Employees

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

• Create a fun, exciting ecommerce website (built on Shopify) that enables both retail and wholesale selling.
• Operate as outsourced creative team – providing graphic design, motion graphics, photography and more. 
• Design the visual brand identity. Build off the logo and color palette that existed already and create a dynamic brand system that works cohesively across all digital + print communications. 
• Regular meetings and lock-step partnership.

RESULTS & FEEDBACK

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

• Consistent positive feedback from retailers, industry leaders, and consumers about website experience, visual brand identity, and social media engagement ideas. 
• Streamlined wholesale ordering process praised by retail partners as well thought out, intuitive, and efficient.

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

The Pen & Mug team consistently over delivers. They set expectations for timelines, and they consistently meet or exceed them. They are flexible, which is key to the success of our partnership, and their general attitude and investment in our business growth lets us share in a feeling that "our" project is truly a team effort.

What was your primary form of communication with Pen & Mug?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

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

Pen & Mug truly feels like part of our team. They are genuinely interested in the success and growth of our company, and this shows through their work and overall demeanor. They celebrate the wins and brainstorms the setbacks in a way that feels much greater than simply an outsourced team. It is a collaborative partnership that has been integral to our growth. We would be lost without them!

Are there any areas for improvement or something Pen & Mug could have done differently?

None.