Agency process is a balancing act. Too little process, and an agency will eventually fail to deliver and will go broke in the process. Too much process and it kills the creativity of the organization.
Having recently been a fly on the wall during client-led agency reviews, it is easy to spot the winners and losers. The winning agencies tend to lightly dance with their process, intermingling it with their work as evidence that the outcomes were not pure luck.
The losers spend more than half their allotted time banging on about their process, segmenting it from the outcomes and boring the client team to no end.
Good clients expect and respect strong agency process. They are not hiring agencies for their process. But if you question a client about why they are considering switching agencies, 50% of the time they cite poor process as one of the primary reasons…and also the work did not live up to expectations.
Process will not win you the work, but it sure as hell will get you fired.
An agency that over-indexes on process in a client presentation is more than likely also over-indexing on it back at the shop. Nothing will destroy an agency creative culture faster than legions of people armed with process hovering over the creative work.
Process is important. Properly executed, agency process infuses the creativity of the organization with insight, curiosity and a general esprit de corps that has everyone working to produce the best work possible.
If done poorly, agency process become a dividing line between those doing the work and those who believe it is their job to demand the work.
The highest purpose of agency process is to liberate its creativity.