Does the sign on the door help or hinder creativity?

Back in the day, in many agencies the principle of demarcation was as strong as it was in British Leyland.

There was a job for everyone, and everyone knew their job. And everyone knew their place as well.

Account Handlers handled accounts and creatives created. 

The only ones with a foot in both camps were the planners. Planners were – and may still be - a super-race of intellectual giants who not only knew what sold, but why.

In one of the best guidebooks to advertising that I ever read – Advertising for Account Handlers by Nigel Linacre – there’s a whole passage on what account handlers don’t do. 

They don’t write, and they don’t draw. They don’t have the final say on what the ad looks like or sounds like. They don’t buy media, they don’t produce. 

They don’t even look after the project as it makes its way through the agency. That’s the job of traffic.

In the first couple of agencies I worked in I was fascinated by this split between the various people whose job was, after all the same – to contribute to great ideas.

The first time I walked past a sign saying “Creative Department”, I was sorely tempted to look on the back of the door for a corresponding sign saying “Uncreative Department”. 

You know, to signal where ideas ended and boring people started.

Like the inscription “Here be dragons”, but “Here be normals” instead.

When I moved into sales promotion, I found the battle lines less rigidly enforced. Here, creativity was as much a function of account handling as it was of the creative department. 

And that suited me perfectly.

I believe that creativity – and the skills and attitudes that lead to great ideas – need to take root throughout any agency, client company or consultancy. 

And in this belief, I’m standing on the shoulders of giants. Two of my favourite Sirs, Ken Robinson and Martin Sorrell, are firm believers in “integrated creativity”.

An integrated creativity that is encouraged in everyone, not just those bearing the title “creative”.

If you want a sign to replace the one that says “Creative Department”, I have one for you. A sign you could put on the door of every meeting room, conversation space or board room where brainstorms might take place.

It’s borrowed from an organisation called “Toc H”, set up in the First World War to allow soldiers and officers to meet, converse, and share on a completely equal footing.

And it says “All rank abandon, ye who enter here”.

Who's asking? Starbucks, that's who.

This isn't a blog about customer service, although I do post the odd thought now and again when I've had a bit of service that has been brilliant, or awful, or just funny.

But after I put up the piece below, about customer care, I saw an ad in the paper saying that Starbucks were about to start asking for customers' names, so that the baristas can label our paper cups.

OK, I thought, I see where you're coming from. Make it a bit more personal, build a relationship, create a community, get us all a bit more touchy-feely about our daily latte.

Personally, I'd feel a bit more touchy-feely about Starbucks if they didn't insist on opening one on every corner of every town. (One of my favourite scenes in Shrek is the one where the townsfolk flee a branch of Starbucks only to run straight across the street into another).

Then I heard John Holmes on BBC R2's "The Now Show", and his brilliant explanation of how the new Starbucks' policy wasn't really welcome in Britain.

Apparently, John was in his local Starbucks during the first week of the "...and what's your name?" request.

"...and what's your name?", asked the guy behind the counter. "Stick it up your **** mate", came the reply.

And it got even better, a couple of days later.

Back in Starbucks, they are persisting with the "get the name" policy.

" ... and what's your name?" asked the guy behind the counter.

And someone from the back of the queue called out "Don't tell him, Pike".

Customer care. Do you care?

I've been reading one of those books that makes you want to jump right up and do something else. "Raw Spirit", by Iain Banks. Subtitled "In search of the perfect dram", it's a series of journeys around Scotland, visiting some of her well-known, and less well-known, whisky distilleries.

I enjoyed the book, but it wasn't a thirst for whisky I developed. It was a thirst for travel. And specifically, a thirst for travel around the islands and highlands of Western Scotland - across to Islay, perhaps Mull and Skye, and up through Argyll to the Western Highlands.

So when I found myself in Glasgow recently, I thought I'd take advantage of the Tourist Information booth at one of the main stations to grab a timetable for the Cal-Mac Ferries that run from the Scottish mainland to, and between, the Islands.

Ahead of me in the queue was a group of young women - Spanish, I think. They had just arrived on a coach or bus, and had one simple objective in mind. To shop. Happily, they had arrived in Glasgow, perhaps Scotland's most stylish city for shopping.

They get to the head of the queue. Young man in uniform (well, a tie and jumper - smart, though) says "Can I help you?". Someone must have told him that in Customer Care Class - that, and nothing else.

"Can you tell me where the best shops are?" said senorita number one.

"Shops?" he replied, "Erm, they're everywhere." he replied. True, I suppose, but a literal answer rather than a helpful one.

"Where is the best shopping?" she continued. "Here," he said, taking a map of Glasgow from a pad behind the desk.

"And everywhere." he said as he moved his hand across the map. Taking in, I kid you not, the whole of Glasgow city centre. No suggestions, no directions, no further explanation. Just "everywhere".

As the girls wandered off, none the wiser, someone in the queue stepped over and said "Can I help you?". He proceeded to point out one of the main shopping malls (visible through the windows at the far end of the station) and then suggested a couple of other areas where they might find "Scotland With Style" (the current strap-line of Glasgow Tourism).

I don't blame the lad behind the counter. I blame his bosses. Customer care isn't just about knowing which brochure (or price, or catalogue) to hand out. It's not just about information, or rules, or regulations. It's about caring, really caring. The training should emphasise this. Teach people to think about the customer, to be creative in helping them, to care.

Do I care about this customer? Do I care enough to help them in a way that makes their experience, their journey, their life, better? When they walk away from this conversation will they feel that I have really tried to help them?

When the guy stepped out of the queue, offered to help, and really did so, I suspect those visitors to Glasgow thought a little bit more of the "The Friendly City".

I suspect they didn't feel the same after the conversation with the guy in the uniform.

More gags, one-liners and creativity quotes

Wherever I go, whatever I read, it seems I can't avoid bon mots, musings and quips. The things people say that make me think "I wish I'd said that".

You know the sort of thing - the witty comeback, or well-phrased barbed comment that I only ever think of about half an hour later.

Here are a few favourite ones I have heard, read or come across recently.

"Ideas are like rabbits. You get a couple, and learn to handle them, and pretty soon you have a dozen".
John Steinbeck

"I'm not a Catholic. But I gave up picking my belly-button for lint".
Emo Phillips

"Creativity is contagious. Pass it on".
Albert Einstein

"In the gym the other day I laid down on the mat to do some sit-ups, and woke up two hours later. I felt fantastic, so I treated myself to a frothy coffee and a chunky Kit-Kat".
Mickey Flanagan

"I can't understand why people are afraid of new ideas. I'm afraid of old ones".
John Cage

They might be right.

One of my favourite stories of the 60’s and 70’s Ad Men concerns Bill Bernbach.

A child of both the Bronx and the Depression, Bill rose from the mailroom to Chief Executive of Doyle Dane Bernbach, creating and developing an intelligent style of advertising that is recognised and respected even today.  

He is also credited with the idea of putting writers and art directors together as a creative team – until DDB they worked in separate departments. 

One of his personal quirks was that in client meetings, he would sometimes be seen to take out a small piece of card, read it, and place it back in his top pocket.

When a young intern once asked about the card, Bill took it out and revealed the words “They might be right”.

“They might be right”.

The client might be right. The critic might be right. The other opinion might be right.

Bill Bernbach never allowed his confidence in ideas to cross over into arrogance. He never assumed that just because he had an intelligent and elegant mind, no-one else had. 

He didn't presume that the client – or the account handler – couldn't have opinions every bit as valuable as his own.

Understanding that others might be right doesn’t stifle creativity, it adds to it.

It adds a questioning vigour. And an openness and willingness to consider new alternatives. It encourages us to listen to the opinion of others.

Of course, too many times “they” will want you to tone it down, to avoid risks, to try the same old same old.

But that way lies boredom, failure and anonymity.

Looking at things from a new perspective, from the point of view of others, can be a valuable route to new ideas. 

What would the client say if they were in the meeting now? What would our competitors say? What would Bill Bernbach say?

That way lies innovation, and the confidence in your own ideas that comes from having considered all angles.

They might be right. And so might you. 

A new social media site for people with something to say

This Sunday, professional speaker and creativity expert Kenny Harris of Headsurfing.com launches a new social media site offering "a place to be heard for those who never shut up".

"For quite a while, I've realised that Twitter and Facebook don't really offer enough space for people who like to witter on, and on, and on" said Kenny.

"The 140 character limit on Twitter, for example, is too restrictive for those who love the sound of their own voice - you know, Simon Cowell, people who call you "to discuss your energy needs", footballers' wives, and those idiots on The Apprentice.

Yes, Twitter does serve a purpose - if you have nothing to say, then Twitter is the place to say it".

The new site goes live at one minute past midnight on the evening of 31st March and has, said Mr Harris, "a new logo designed to make it stand out in the crowded social media chatmosphere".

The new site comes with a host of opportunities for interminable verbiage, including an area for baying at the moon, a special page called "You know I hate gossip but have you heard about ..." and plenty of room for Liberal Democrat MPs to tell us how they're really proud of what they're doing. 

Sunday's launch edition will also carry a music section, with reviews of classic pop and rock songs including "Fool To Cry" by The Rolling Stones, "April Come She Will" by Simon and Garfunkel, and "Won't Get Fooled Again" by The Who.

By the left, quick ... think.

I can't quite believe it's almost the end of the first quarter of 2012. I hope your year has gone well so far.

Mine hasn't started quite as I planned. A few days into January I had what is known in medical circles as "a wee scare".

I woke with strange pins and needles down the left side of my body, which qualified me for a visit from two very nice paramedics and a trip in an ambulance.

A few days in the stroke unit at Edinburgh Royal Infirmary, some investigation and tender loving care from a battalion of quite brilliant doctors and nurses, and now, a diet made up completely of food which is low in fat, low in salt, and very definitely low in flavour.

There was no advance warning, and in fact, no visual, long-term proof from the various tests I've undergone. But it seems I had some sort of stroke on the right side of my brain.

And my goodness, I've undergone some tests. MRI, Cat Scan, blood tests, urine checks, heart monitor, that one with the iodine to test for starch, a gentle popping noise to show the presence of hydrogen, and several flame tests to indicate positive metal ions.

Actually, I might have mixed some of those tests up with Alex and Ellen's Chemistry revision.

The upside (apart from surviving) was that I got to talk to a lot of doctors, including many who are specialists in the workings of the brain.

And guess what? It turns out that all that HeadSurfing stuff I've been banging on about - that actions you take with the left side of the body can help stimulate the right side of the brain - turns out to be right on the money.

One of the things that always intrigued me about the highly creative people I've been lucky enough to work with - the copywriters, art directors, graphic designers and stand-up comedians - was how many of them were left handed. In every agency I worked in, the proportion of lefties who worked in the creative department was always much higher than the general population, and the same was true of comics.

Following my "incident", the doctors and physios were keen for me to keep exercising the left side of my body, in order to rebuild and reconnect the nerve endings in the right side of my brain. And as the right side of the brain includes more of the centres which involve creativity, humour and ideas, it makes sense to me that stimulating those areas will help you come up with more ideas and more innovative solutions to your problems and challenges.

So if you'd like to develop your ability to think creatively, I'd urge you to take time to do things which engage more with the right side of your brain.

Yes, you could exercise the left side of your body - try writing or sketching with your left hand. But other activities could include listening to music, using colour rather than black and white, exercising rhythmically or watching or reading something that makes you laugh.

Me? I think it's important to develop the rational as well as the creative side of my brain, so I'm doing the John Travolta dance moves from Saturday Night Fever.