This is a Service Business

It seems obvious, but I've seen a surprising amount of evidence that not everyone agrees.

I've met and done business with a lot of people in the creative community, both here in Baltimore and around the country. Most have been great, but some leave me scratching my head. Specifically, the ones doing business like it was still 1990. Or even 2000. Like the world still looks the way it looked the first time they tasted success.

Here's the bottom line, something nobody in this industry can afford to ignore: you're making a huge mistake if service isn't your first priority. 

A lot of creative folks spent some time doing retail and/or restaurant work, and I'm no exception. Some see that kind of thing as nothing more than grunt work that you do on the way from here to there, but I loved it.

For two reasons, primarily:

One, I enjoyed helping people have a good time, find what they were looking for, and leave happier than they came. It didn't work out 100% of the time (it never could), but that's what I strove for with every interaction. 

Two, I learned a ton. There's no better preparation for business than spending time on the front lines, dealing with different kinds of people and learning (a) what their expectations are and (b) how to meet and, ideally, exceed them. 

I try to apply those lessons to my dealings now with clients, partners, and collaborators. Doesn't always work, unfortunately (I can think of one client in particular I wish had gone better), but it's always the goal. Figure out expectations, then meet or exceed them. Simple.

Yet I've encountered, directly and indirectly, plenty of businesspeople who have a weird sense of entitlement. Folks who seem to believe that what they have on offer is so special that they don't actually need to give a damn about the people they're working with.

Simply put, they've lost their way. Quality work matters, for sure, but it's worth a hell of a lot less if you're not trying your damnedest to develop strong relationships along the way.

(photo via)