Our Policy on Serving Clients through the Pandemic

COVID-19 has turned our world upside down. It’s changed the way our team collaborates and does business. It’s changed the way we serve our clients. And it’s changed the way we see the future of our agency.

The COVID-19 pandemic has turned our world upside down. When I stepped into my new role in January, navigating a global pandemic was not on my short list of expected hurdles. Yet, here we are.

The unexpected and uncontrollable circumstances have changed a lot. It’s changed the way our team collaborates and does business — since March 16, we’ve worked from home. Fortunately, technology and teamwork have allowed us to remain connected personally and professionally. To my team, I am so grateful. To our clients, it’s been a privilege to continue to serve you at the highest level.

It’s changed the way we serve our clients. Every account has pivoted to coronavirus-related issues management, from communicating to employees about changes in workplace policies to media relations around corporate PPE donations. We’re relying on technology to stay connected and problem solve with our clients every day.

It’s changed the way we see the future of our agency. My partners, Ann and Whitney, and I have ambitious plans to build on the solid FrazierHeiby foundation. We plan to carry over many of the best practices that have proven effective, including videoconferencing and Slack. Plus, we made a strategic hire from outside of the Central Ohio market (my beloved New York City), which will open up our talent pool for good.

Despite all this change, a few things have remained steady. Our company culture has been strengthened as we’ve all gone through this shared experience together and given one another grace (particularly when kids and furry friends interrupt our Google Meetings). And, we’ve continued to deliver exceptionally high-quality strategy and execution for our clients.

This month, Governor DeWine and other leaders across the country are moving to open up the economy. . . [record scratch]. Our leadership team has discussed this extensively and we’ve aligned on a point of view that we want to share.

Like many of the clients we serve, FrazierHeiby will continue to operate virtually at least through the end of June. Our top priority is keeping our team safe, and the best way to do that is by staying home. We have the technology, tools and culture to deliver the same level of service from anywhere in the world.

There’s no doubt that we’re anxious to return to as normal a routine as possible. But our clients depend on us, and we have a responsibility to be there when they call. Keeping ourselves healthy is the best way to protect our clients’ investment in us and preserve all of our businesses.

Our leadership team will be making decisions on a case-by-case basis as things continue to evolve. For now, we will continue to only take meetings via phone and video conference. Media interviews, photo and video shoots will all be managed remotely.

Not every business is able to make this choice. We feel a strong responsibility to do our part to prevent the spread of COVID-19 — among our employees, clients’ teams and the communities we serve. When the time is right, we will pivot back to our traditional brick and mortar office.

Until then, count on us not to miss a beat.