What Michelangelo Taught Me About Client Service

The Creation of Adam, Michelangelo

Most people know that the Creation of Adam, one of the most iconic works of Western art, was painted by Michelangelo on the ceiling of the Sistine Chapel. What most people don't know, however, is that the world might never have received this enduring work of genius if Michelangelo had simply done what the client asked.

The Pope called Michelangelo to him and requested that he paint a tile pattern on the ceiling. Very simple, very straightforward. Michelangelo could have taken the Pope's money, and done what he asked. He would no doubt have done it well, and probably been called upon by the Church again. But instead, Michelangelo had the nerve to come back to the Pope, the most powerful man in Europe, and tell him, "Sembrerà molto povera." Your Holiness, it will look very poor.

So Michelangelo went home, and prepared the series of sketches that eventually became the works of the Sistine Chapel as we know them today. He was so passionate about it, and his work was so beautiful, that the Pope was sold. He increased the amount he was originally planning to pay him, and the world was gifted with one of its greatest, best-known works of art.

(Now, the odyssey of actually getting it done contains several lessons that are separate from this thought and that I'll probably discuss in another post.)

Sometimes, serving the client is doing what they ask for. Giving what they want, on time, on budget, and with a smile.

But never forget: the client is coming to you because you are an expert in something they aren't. So don't just be a draftsman, obediently executing whatever they ask for. Conceive something better. Step into their world. Understand them well enough to offer them what they would ask for if they had the imagination to do so, and then have the courage to advocate for the concept you're presenting.

Sometimes, the pinnacle of client service is being able to say, "Your Holiness, I have a better idea."