How showing up, listening, and understanding changed the way we work
When I first started working at OTR Web Solutions, I was mostly focused on doing what I was told, and a lot of my work involved checking off tasks and delivering what was needed. We had a big client in the U.S., and although I had background knowledge from university that helped me understand the basics, I didn’t really understand the business behind it. I didn’t see the bigger picture.
That changed the day we were hired to produce a video for them.
We went down to their offices and warehouses, and everything shifted. I saw the scale of their operation, the flow of their people, and the energy of the space. Suddenly, the brand wasn’t just a logo on a screen. It was real. I understood them. And that changed how I approached the content we created. I could tell their story with more accuracy, more clarity, and more heart, because now I had felt it myself.
That experience taught me something I’ve carried with me ever since. When you truly understand your clients — not just what they ask for, but who they are — you do better work. More honest, more strategic, and more creative work.
And this wasn’t a one-time lesson. It has happened again and again with every client we’ve had the chance to visit in person or get more involved with. The more we understand their world, the more meaningful and effective our work becomes. At OTR, we’ve come to understand that digital work isn’t about staying behind a screen. It’s about showing up, asking the right questions, and creating with purpose.
We’ve also learned that while design, SEO, hosting, and content might seem like “technical” services, they’re really about connection. Behind every website is a person or a team with a story to tell and goals they’re working hard to reach. When we take the time to understand that, we offer more than just a service. We become collaborators, partners, storytellers, and problem solvers.
Sometimes that understanding comes from sitting across a boardroom table. Other times, it comes from walking through a building, listening to someone explain how they started with nothing and built something real. It’s in those moments that we’re reminded why we do what we do.
And it’s not just the big clients that teach us this. Working with small businesses — the ones juggling ten things at once and still pushing forward — has shown us what resilience looks like. They’ve taught us the value of clear communication, honesty, and being adaptable. They remind us that no job is “just a website.” It’s someone’s vision, someone’s reputation, and often someone’s dream.
So yes, I’ve learned a lot at OTR. About websites, marketing, video, and hosting, but even more about people. The best work happens when we take the time to truly understand who we’re working with, and why it matters to them. That’s a lesson we’ll keep carrying with us through every new project, client, and collaboration.
If you’re ready to share your story online, we’d love to hear it. Let’s build something meaningful.