MISSION: THIS I LOUDLY PROCLAIM

Most mission statements sound like they were written by the same guy. These corporate-pledge templates ramble romantically about "excellence," tritely promise to "exceed client expectations," and blather on endlessly with heartfelt sincerity while saying, well, nothing. Frankly, if you can’t tell from our mission statement whether we're consultants or trying to rent you a car for the weekend, the proclamation is a bit meaningless.

I tried working on a paragraph to say how much my team and I care about we do and how committed we are to the projects we take on, without resorting to shameless clichés. But no matter how hard I tried, it started to sound like we might just as easily be offering a one-class upgrade and free car seats for the kids. So in lieu of a traditional mission statement, let me just tell you what I would say if you and I were just yakking while having a sandwich.

I've been doing this a long time, but it’s still a hoot.
It's still rewarding and I never get tired of the eureka experience. When it all stops being fun, I’ll open a convenience store.

The obvious solution isn't always the right solution.
A project can just miss because the right answer was obscured by the easy answer. Sometimes you have to look under rocks and poke problems with a pointy stick. We love challenge and know that there is a joy finding a solution that has eluded others. We love the quest.

You'll like working together, not just because my team and
I are good.
Some people think if they're good, they've earned the right to be difficult. Call me old fashioned, but building relationships is just as important as building programs and such attitudes as integrity, respect, and a sense of humor are as much part of the process as good writing and whiz-bang production.

I'm just insecure enough to want you to like us and what we do.
It makes us happy when you are happy. I look good when I make you look good. Sure, I'm delighted when we work together for the first time, but the real measure that we've done a bang-up job is when you call me back again. I may need you more than you need me, but I'm hoping that deep down you believe the reverse is true.

We're smart folks who aren't afraid to ask dumb questions.
We are not timid. We're pretty confident about doing a lot of things better than most. But, we won't hesitate to tell you when we don't know something. But then again, we won't hesitate to try to find the answer. We just ask that if we ask a really stupid question, you won't rub it in.

I learned long ago that one size does not fit all.
Every project is unique. What I did for one client may not work for you, so I ask questions, not so much about what makes you just like everyone else, but what makes you different. I refuse to compare projects to snowflakes. But you get the point.

I know when to talk. I know when to shut up.
Sometimes I yak. Other times I listen.
Experience has finally taught me which to do when.

Bravery is good if tempered by wisdom.
Sometimes my best role is to get clients to think about things in a different light. Some clients are open. Some are a little more stubborn. I have the courage to show alternatives even when a client thinks one does not exist. But I am wise enough to know when to back off. Whether it’s your approach or mine, I promise to work equally hard to make it work.

I prefer not to tell you just what you want to hear.
That’s where your friends and relatives come in. Honesty is telling you what my instincts say is right, not just what I think you want to hear. I'll tell you the truth, even if the message might make you cranky. Frankly, if I ever lose a project because I told truth, I could always get another project. If I ever lose my integrity, I am not sure that is as easily replaceable.

I am proud to know what I don’t know.
If I can’t do your project, I will tell you. I don’t want to make either of us look like jerks and I won’t practice at your expense. Too many clients are victims of a vendor’s overconfidence, naivite, or greed. If I can’t do it well, I will direct you to a strategic partner, or if I need to, to a competitor.

If I can save you money, you and I both profit.
I’ve learned that if I can save you a few dollars, and if I can do it without compromising the project, that’ll just give you a few more for the next one.

I going to care as much about your project as you do.
Even the most demanding clients can't seem to shake my resolve.

This is what I’ve believed for more than 20 years. I thought you might want to know.