They have been really good at helping us understand our business needs as well has being able to provide solutions that work for all of them - in terms or cost AND timeframes! It's not just about providing pretty designs but also producing functional (and beautiful) websites which make it easy/cheaper than hiring someone else who can only do this part!! I've worked closely wth many agencies before so know how they operate now when choosing new ones we need great communication skills from day 1 if you dont want things getting messy then start off by having face2face meetings / calls etc.