Verified Company
We engaged Pinnacle to help us attract the right type of clients, but unfortunately, the results went in the opposite direction. Despite clearly advising the audience we wanted to target, they didn’t seem to listen or adjust their approach. We invested a significant amount of money and time but saw no meaningful results. Overall, a disappointing experience given how much effort we put in to explain our goals from the start.
Reply from Pinnacle&Co
2025.11.20
The one star is a little harsh, not disagreeing you didn’t get what you wanted, however, one would think that because you did get some excellent service and results from our work that perhaps a 3 or 4 star might be more appropriate.
Have you ever considered that the issue may not have been our work?
For nearly 28 years, we’ve achieved excellent results for wonderful clients, and we take great pride in that. Your website was already strong - it only needed some wording refinements and the usual optimisation process that naturally evolves over a month or two of measurement and adjustment. As you know, this is standard practice in our industry.
We’re confident in the quality of what we do, and the way our team works best is through collaboration, trust, and respect. Unfortunately, the swearing and raised voices made it difficult to build a positive working relationship. We understand you’re passionate about your business, but your direction often prevented us from applying the approach that consistently delivers results for our clients.
While the saying goes “the client is always right,” effective design and development require flexibility and ongoing tweaks. That’s how the best outcomes are achieved. Sadly, our working styles and personalities weren’t the right fit for one another.
We genuinely believe we could have achieved significant results for you. Design and development are evolving processes that require time, adjustment, and trust in the expertise you’ve hired. We recommended adding a shop to improve your rankings, and despite your initial resistance, we added the shop catalogue at no extra charge until we could prove our point, for which you were very grateful and paid for this. The results were significant - which only reinforces our case and the value of our guidance.
What’s disappointing is that you’ve framed the experience as our failure, when in reality, we weren’t given the space to deliver the same success we achieve with other clients. You just didn’t have the time, calling each day, which doesn’t give time to measure and tweak. We understand clients needs are all different to another, however, we feel that the daily pressure is not how advertising works, it is a process, not a long one but at least a few weeks to tweak can change. We had seen where we did need to do one further tweak of adding more precise wording on your website, however, in spite of our recommendations, you knew better. We always wanted to show off our capabilities - we will always be disappointed you never allowed this tweak.
In any case, I wish you all the best moving forward. I’m sorry we weren’t the right fit, but I believe ending the relationship was ultimately for the best. You mentioned that no other agency had delivered what you wanted, which is why I made my initial comment.
Have you ever considered that the issue may not have been our work?
For nearly 28 years, we’ve achieved excellent results for wonderful clients, and we take great pride in that. Your website was already strong - it only needed some wording refinements and the usual optimisation process that naturally evolves over a month or two of measurement and adjustment. As you know, this is standard practice in our industry.
We’re confident in the quality of what we do, and the way our team works best is through collaboration, trust, and respect. Unfortunately, the swearing and raised voices made it difficult to build a positive working relationship. We understand you’re passionate about your business, but your direction often prevented us from applying the approach that consistently delivers results for our clients.
While the saying goes “the client is always right,” effective design and development require flexibility and ongoing tweaks. That’s how the best outcomes are achieved. Sadly, our working styles and personalities weren’t the right fit for one another.
We genuinely believe we could have achieved significant results for you. Design and development are evolving processes that require time, adjustment, and trust in the expertise you’ve hired. We recommended adding a shop to improve your rankings, and despite your initial resistance, we added the shop catalogue at no extra charge until we could prove our point, for which you were very grateful and paid for this. The results were significant - which only reinforces our case and the value of our guidance.
What’s disappointing is that you’ve framed the experience as our failure, when in reality, we weren’t given the space to deliver the same success we achieve with other clients. You just didn’t have the time, calling each day, which doesn’t give time to measure and tweak. We understand clients needs are all different to another, however, we feel that the daily pressure is not how advertising works, it is a process, not a long one but at least a few weeks to tweak can change. We had seen where we did need to do one further tweak of adding more precise wording on your website, however, in spite of our recommendations, you knew better. We always wanted to show off our capabilities - we will always be disappointed you never allowed this tweak.
In any case, I wish you all the best moving forward. I’m sorry we weren’t the right fit, but I believe ending the relationship was ultimately for the best. You mentioned that no other agency had delivered what you wanted, which is why I made my initial comment.
