wallydownundy

I’m a fan of etiquette.  I collect old etiquette books and like to compare how manners have changed over the years.  I think it set me up well for a lifetime of customer service. 

When I ran a financial communications agency in Hong Kong, I had a black and white portrait in my office.  It was an artist’s close-up of the chief butler at the Mandarin Oriental Hotel.  He was assigned to Margaret Thatcher and Princess Diana when they visited.  I told staff that we’re in customer service - we should make clients’ problems go away while remaining courteous and gracious.

Today as I start a new agency I’ve been thinking about values.  These need to be the cornerstone. 

I’m considering “Micro-Personalisation” as a concept that may morph into the value statement.  It’s there for three reasons:

• Each colleague is unique.  We all have our own skills, passions, likes and dislikes.  I foresee the “Who We Are” page resembling a Facebook pastiche of background and interests.
• Every client needs customised service. Each business has its own challenges - each person within that client company needs personalised service.
• Technology is enabling a level of personalisation and customisation never before seen. It will be woven into all we do - but we are NOT a tech firm.  We can offer expertise in social media and use those same tools to solve client issues. Why not have our own agency gadget on each client’s desktop?

The challenge I see is two-fold.  One is to set yourself up to really deliver on a demanding value (or is it a principle, driving force or unique selling point?).  The second is to add lots of glue to keep these disparate individuals part of one team.  (”I am a rock. I am an island.” versus “We are family!”)

If Kermit were to pen “It’s Not Easy Being Green” today, would he be as soulful? After all, he’s on MySpace and has made lots of green friends…