Sometimes, it’s not just WHAT you do that makes a difference,

But HOW you do it. And that was the case when one of our trusted printers used an old file for a job instead of the latest one, which included all the edits by the numerous project stakeholders and opiners. It was a bad one. Our client was pretty upset, and we couldn’t blame them.

Maria didn’t lose her cool though; she apologized, and quickly began to research the process, to find out how and where and why the error happened. And then the printer, a long-time and trusted partner, realized they had kept an old file, and had used it by mistake.

Their apology was immediate; unadorned; unaccompanied by the classic comments along the lines of “Mistakes happen,”  “Considering the volume, we’re doing pretty well,” “Nobody is perfect…” They expressed their regret, reprinted and re-delivered, all within a few hours. With grace and dignity. Nice.

Look right here.

Yes we can. Our team is gifted and versatile, and our range stretches and expands to meet clients’ different needs. A good example? Besides supporting Matt and tag-teaming with Kelly as a graphic designer, Jennifer Powell is also a talented illustrator! Check out our latest Featured Project to see her work.

An insider’s look

About to finish drafting copy for a client’s pretty massive new website, it occurred to me – working on this project gives us at the agency a deep and complete look at our client’s entire company. But it works both ways. We couldn’t really do the project well and in a (very) timely manner, unless we already had a deep and complete understanding of our client’s business.

So what’s the point of this blog? Advice, of course. Clients, share with your agencies. Keep them in the loop. Let them know what’s happening. If they are a trusted partner, the more they know about you, the better for you. They’ll find many ways to put that knowledge to use to your advantage. And if they are not a trusted partner, why are they your agency anyway?

Happy end of 2016!