I wrote this Charter the day I was hired as Director of Marketing & Creative. I was tasked with a soup-to-nuts revamp of departmental processes, quality, staffing, and relationships. The Charter served as a statement of identity and intent to both employees and clients:

This is who we are. This is how we work.

I visited each client and presented them with the Charter. Each employee received their own copy. A massive poster hung in the bullpen: orange, enormous, and demanding attention.

In every interaction and with every decision, we consulted the Charter to determine which values would guide us to success. In our weekly Confab, I presented practical, tactical, and strategic helps in using the Charter to become professionals of excellence in both deliverables and relationships.

Because effective client service isn’t just getting the job done.

It’s getting the job done right and well; on time, on budget, and with panache; and building relationships of trust while doing it.