Client Visibility Risk — Bluepoint Status Update

Overview

During the April 5 check-in, Mark flagged an unusual direct email from Wade (Bluepoint) requesting a one-on-one call — notably excluding Mike, the usual point of contact. The team assessed this as a potential signal of client dissatisfaction, with the leading hypothesis being a visibility gap: the client may not be aware of the volume of work completed on their behalf.

See the source meeting: ^[1]

The Risk: Work Done, But Not Seen

A significant amount of work has been completed for Bluepoint recently, but much of it was done on staging or without proactive client notification:

• ~18 pages of website edits — completed or nearly complete, some pushed to the live site by Raphael
• New "Service Coverage" section — live, with state-specific pages; 10 additional states in progress based on client-provided list
• NY State LinkedIn ad campaign — performing well enough that Mike asked to reduce the budget due to high lead volume

Despite this output, the client may perceive inactivity because they weren't receiving incremental updates as work was published.

"One danger is when you're doing a lot of work behind the scenes and they can't see it — they may just think you're not doing anything." — Mark

Contributing Factors

• Staging vs. live confusion: Some edits were completed on staging and not yet confirmed as pushed live. Karly needed to check with Raphael on publication status.
• No publish notifications: There was no established practice of notifying the client each time a page went live.
• Large outstanding backlog on client's side: A running doc tracks items awaiting Bluepoint's feedback, including:
• Amy's headshot
• Mike's additional FAQ items for the PMAC landing page
• Wage review and publication status
• Industry-specific cover page images
• SANA/ClickUp integration decision
• Email campaign drip sequence topics
• Stadium and Arenas campaign proposal review

This backlog creates a misleading picture in project management tools — tasks appear "unresolved or late" even though the delay is on the client's side.

Immediate Action Taken

Karly committed to sending Bluepoint an email the same day (April 5) with a status update on the new state pages, to proactively close the visibility gap before Mark's call with Wade.

Process Improvement: Publish Notifications

Mark suggested a standing instruction to Raphael: whenever a page is published to the live site, send a brief note to the client ("Hey, this page just went live — take a look"). This creates a lightweight feedback loop and prevents the "black hole" effect where clients don't see progress accumulating.

Action Items

• [x] Karly — Email Bluepoint today with status update on new state pages
• [ ] Mark — Take call with Wade; assess whether visibility was the actual concern
• [ ] Karly / Raphael — Establish publish-notification habit: notify client each time a page goes live

Related

• ^[2]
• ^[1]