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.

Smart Brand Managers are forever scrutinizing the value they are gaining from their agencies. All too often, this value judgement lands on the desk of the chief creative officer and of course it should; but it needs to land equally on the desks of the head of strategy and the head of account service.

The ad industry has forever been trying to accurately respond to the old quip, attributed to John Wannamaker, “Half of the money I spend on advertising is wasted; the trouble is I don’t know which half.”

Recently, Marc Pritchard of Unilever announced their “People First” initiative. As stated in CampaignLive; “a structure in which talent from roster agencies across holding groups are brought together under one roof to service the FMCG giant’s North American fabric care business.”

This is a client, a great client actually, doing everything he can to unlock value from these relationships for his brands. Multiple agencies, multiple brands, massive media spend, redundancy and not enough of a payoff; or at least that’s what we can infer from the directive.

I don’t know Marc Pritchard, but really appreciate his efforts not to throw the baby out with the bath water. In the article he talks about bringing all the various agency creative together as a new model effort to find value by uniting the agencies in one collaborative effort.

I’ve run huge global brand development sessions with agency partners and client brand teams from all over the world. The largest initiative included participants from 16 countries. The approach can work miracles in ideation and equally important in getting everyone on the same page. Getting everyone on the same page with a big brand idea requires great talent in the room, a hugely collaborative effort, and egos left behind.

Believe it or not, it is rarely the creatives who do not play well with others. The minute the big idea is agreed, it’s the agency business leads who start tearing at the budget like lions on a kill. Unless a client is willing to address the budget and compensation in an equally unilateral manner, it is very tough to make the collaboration and the outcome stick.

I’ve worked on both Unilever and P&G brands and these are smart people with massive resources and still they are struggling to realize the promised value in the age of “new media.”

These initiatives can work but to my mind, the real culprit is the industries’ addiction to its own hype. The ad industry did not invent Google, or Facebook or any of the other super creative things that are reshaping the world; all we do is figure out how to monetize these things to our advantage and now clients are finally asking; How do all these exciting pieces of content you create make me money and build my brand?  Clearly there is benefit; but how much return is in that investment?  Spending less on creative and eliminating this redundancy is helpful to a brand if all the collaboration works out; but this is a client-driven attempt to solve an industry problem. We need to get better; showing and proving our value in context of the media and not just the execution itself. Possibly one of the worst things to have happened in the advertising industry is that media was cleaved off from the agencies and became independent. It is not a matter of church and state; it is a matter of execution of ideas, and ideas cannot be separated from the media that gives voice to their expression.

The problem with no, the real problem, is that it’s not yes. Turning no into yes is often a cat and mouse game with the marketing team. You might have 10 clients on a single brand with a claim to input and by the time you’re done, your big idea might not be so big any longer and your enthusiasm may certainly have waned… but your idea finally gets moved upstairs with the warm endorsement of a semi-aligned brand team. Sound familiar?

If this is a regular routine and when you look yourself in the mirror and with absolutely no self-aggrandizing bullshit you can say, without equivocation, that this is your best work and that the big idea for the brand has been pillaged to death by no, you’ve enter the club of no authority.

The club of no authority, wields the only axe they are authorized to carry; no.

Have you noticed? The decision making around big ideas by marketing teams is sadly, often a chess match of realpolitik in the face of the true authority upstairs.

They cannot give you a yes, because yes is not in the room.

When the idea finally climbs the last flight of stairs and enters the corner office, it may not get that yes because it’s been watered down and the corner office thinks and behaves differently. The corner office is not worried about the corner office. The corner office wants the big idea to be truly big and liberating. The corner office wants your expertise above all else.

This is your moment.

Do everything in your power to be in that room and have your original iteration of the idea at hand. If the idea starts to take a dive offer the alternative solution, one of your originals.

If it achieves yes, immediately give credit to the marketing team for pushing you to no end.

If it all falls flat, accept responsibility and start asking a lot of questions, get the corner office in on the dialogue. Show your humility in the face of their expertise, work to an insight, listen intently, walk out armed, tell them you’ll be back in 48 hours, ready to deliver a yes.

All client companies have their rules of engagement and most of the time you will be bound by these rules and the culture that defines them. Work towards a presentation plan with your client team, they will appreciate this effort more than you realize. After all, yes benefits everyone.