Recently we made a further commitment to Mi liberty's ethos around client satisfaction and appointed a dedicated client services director to our management team. This role is an extension of everything the agency has been built on from day one. Mi liberty celebrated its 13th birthday this week and my experiences over the past years has just served to strengthen my view that happy clients are intrinsically linked to a solid business ethic and a fundamental for growth and reputation.

Still, it never ceases to amaze when new clients come to Mi liberty having already been "burned" by poor service or bad PR from the agency world. It's like the PR industry never learns that to be perceived as a valued partner, it has to deliver on its promises. Of course, it's the same in every walk of life, so why would PR agencies feel that they can get away with shoddy support and poor advice?

I'm proud that we can boast some very long term clients and that has to be a testament to our way of working. Prior to founding the agency, I worked on the client side at some major global brands in the technology world. My in-house communication roles enabled me to experience, first hand, some of the worst, and thankfully, some of the best of agency support. Unfortunately, throughout a 15 year career I never found the agency with the right mix. The upshot was that I was determined to build an agency that was better in every way. Let's face it, any agency is only going to be as good as its fundamental founding principles and the calibre of professionals who deliver that ethos.

At the end of the day, Mi liberty is a reflecton of my standards as a person. So why wouldn't I want it to be the best at client satisfaction? One part of me hopes that agencies that don't stack up read this and buck their ideas up, but the other half thinks that whilst they continue to take their clients for granted and under-perform, there will always be an agency that does it right.

What do you think about PR agency support in the technology industry? You can email me, or follow me on twitter where I intend to become quite vocal on the matter.