The other day my phone rang while I was in my office working on something. I answered it. The person on the other end was genuinely surprised. Unfortunately, this is common for our industry. I talked to new clients often that tell me they have called around all day and submitted online forms on agency websites and that I’m the first person they have talked to that day. I think that’s terrible.

At Sideways8 we value quick and clear communication. I love to joke about how we have built an agency around simply answering the phone and responding to email because other agencies don’t. It’s a joke, with a tinge of truth, unfortunately. If I’m not already on a call or in a meeting and my phone rings, I answer it, and my team does as well. When we get an email, we respond that day. When something is due, we deliver.

We value people first, and in a project that involves people, quick, clear communication is key. Good communication overcomes obstacles more quickly, helps the client to know that we are engaged in their project, and makes sure that no balls get dropped.