Interview with Philip Nimmo - Etiquette in the Design Business

Los Angeles designer Philip Nimmo practices good manners both on and off the job. Known for his glamorous interiors and furniture as well as his artistic line of hand-wrought ironwork, Nimmo got his start working for the Ritz Carlton Hotel Company where he learned the fine art of treating customers well.

What are the elements of great service, no matter your profession?

Practices like following through on what you say you're going to do are essential, but even small things like giving people a warm hello and a fond farewell make a difference. At the Ritz Carlton we were taught that we were "ladies and gentlemen serving ladies and gentlemen" and I've continued to adhere to that philosophy. I value graciousness and I think my clients do, too. I believe that practicing good etiquette is a determining factor in getting jobs.   

How do you incorporate great service into your own design practice?

I always try to arrive early to an appointment having done my homework so that I make my clients feel comfortable and won't give offense in any way. I dress appropriately for the occasion – no suits at a pool party and no flip-flops at a formal business meeting. I never answer the phone when I'm with a client. However, I return phone calls and emails as soon as possible – no later than six hours after they are received. Even if I don't have the answer to a question immediately I let a client know that I'm working on the answer. An accurate, detailed invoice is a courtesy to a client as is a hand-written thank you note. Good manners produce happy and secure clients.

How do you practice good manners in your office?

Punctuality is important to me.  My employees know that even if they're going to be late they need to call in advance and let the rest of us know. Also, everyone says hello to each other at the beginning of the day and goodbye when we leave – it sets a good tone for the entire business. We don't gossip because you never know how information will circle back to harm you. We're hospitable to everyone who enters the office. We'll offer the FedEx man water when he drops off a delivery, so we establish a good working relationship.
 
Do you have a pet peeve regarding etiquette?

Good etiquette means never giving an excuse, but being responsive with the truth. I'm like soft butter to a hot knife if someone is willing to "man up" and come clean with the truth. I'll understand if you are late because you inadvertently slept in and tell me so. But I can't abide excuses.

It's New Year’s Resolution time – what is the one thing you'd recommend designers commit to doing to provide better service for their clients in 2012?  

Ask your clients how you could improve your service to them. Send them a survey or call them up on the phone and sincerely hear what they have to say. To put it succinctly, stop talking and listen!