Crisis: Unresponsive Ads & Missing Feedback — 2025-09-29
Overview
As of the September 29 stand-up, [1] is the team's most urgent client issue. Three compounding problems have left the client feeling ignored and the account at risk: ad campaigns were never activated, website feedback from July 14 cannot be located, and no proactive communication was sent to the client in the interim. Karly Oykhman, returning from parental leave, is taking point on recovery.
What Went Wrong
1. Ad Campaigns Never Activated
Ad campaigns were fully configured — campaigns set up, landing pages approved — but were never turned on. Mark raised this issue at least six times in the prior week. As of the stand-up, there was no traffic, no clicks, and no impressions across any campaign. The Stick Pack campaign was being manually activated during the meeting itself.
"It looks like all the ads are enabled and the campaigns are enabled, but there's no traffic, no clicks, no impressions, no nothing." — Mark Hope
Owner: Gilbert (original), now escalated to Mark/Karly to confirm activation.
2. Missing Website Feedback (July 14)
The client (Caitlin) submitted website feedback on or around July 14. That feedback cannot be located in Google Drive or ClickUp. Andrzej subsequently sent updated mockups, and Caitlin added new comments to those — but the original round of edits was never addressed because no one could find it.
Caitlin has since provided a new copy document to compensate for the missing feedback, but specific asset requests (e.g., dome-shaped gummies in a jar) remain unresolved because the team cannot locate the images she believes were already shared.
"She said, here's my feedback, and we didn't pay attention, and we didn't do it." — Mark Hope
Immediate action: Ask Caitlin directly where she submitted the original comments rather than continuing to search internally.
3. No Proactive Client Communication
A Wednesday team meeting discussed the account and identified outstanding items. No follow-up was sent to the client after that meeting. Caitlin sent a complaint email Friday afternoon stating she had received nothing. No interim check-in ("we're reviewing your edits now") was sent at any point.
Current State of the Account
| Area | Status |
|---|---|
| Main website | In progress (Isahaque building); feedback partially unresolved |
| Field Well Health site | Assets built by Jeff; not yet reviewed with client |
| Ad campaigns | Not running as of stand-up; activation in progress |
| Blog post edits | Addressed slowly; status unclear |
| Pipedrive email sequences | Rebuilt by Raphael; account re-verification completed morning of 9/29 |
Action Items
- [ ] Karly — Reach out to Caitlin before the afternoon call to re-establish relationship and surface her current concerns
- [ ] Karly — Use the afternoon call to get fully up to speed; review all outstanding feedback with Avoke and Andrzej beforehand
- [ ] Karly / Avoke — Ask Caitlin directly where the July 14 feedback was submitted if it cannot be found internally
- [ ] Mark / Gilbert — Confirm ad campaigns are live and generating impressions; report results on next client call
- [ ] Isahaque — Continue building main American Extractions website as top priority
- [ ] Karly / Chris — Review Field Well Health site assets (compiled by Jeff) and determine what has/hasn't been shared with client
Key Contacts
- Caitlin — Client-side primary contact at American Extractions
- Karly Oykhman — Account lead (returning from leave)
- Avoke Onorimuo — Account coordinator; has been managing communications during Karly's absence
- Isahaque Mahmud — Developer building the main site
- Andrzej Filipiak — Designer on website mockups
- Gilbert Barrongo — Was assigned to ad campaigns
Related Notes
- [2]
- [3]
Context: Why This Happened
Mark described the situation as a "fumble that everybody keeps kicking." The account had pre-existing complexity before Karly's leave, and responsibility was distributed across multiple people without clear ownership or follow-through. Avoke flagged a broader systemic issue: email communications were siloed, and when staff changed, context was lost. She proposed investigating a shared client communication visibility tool to prevent recurrence. See [4] for that discussion.