Thursday, November 09, 2006

The Return Of Guest Suit


Account Handlers. They’re always there. Making coffee, laughing at the client’s jokes… But what’s actually going on in their heads?

I’ve asked Guest Suit - a senior account handler at a Top 20 London agency – to come back and straighten a few things out for me. (N.B. this is a real interview, not one of those comedy ones.)


Scamp: You guys are supposed to be the 'make it happen' people… so how come in reality you behave more like the 'No' department?

Guest Suit: I can understand that it may feel that way to creatives. It's your job to come up with ideas, and inevitably, not every single one is going to be right for that piece of business at that time, so we do have to say no quite a lot.

Scamp: Why can't you just take the idea to the client and let the client be the judge?

Guest Suit: That wouldn't be doing our job. We’re not just there to jump up and down clapping our hands like seals when you show us the work, you know. In reality, the client briefs us on what they want, and they expect us to get it for them. They don't want us to bring them things they don't want. If we did that, we would quite soon have no clients. However, we do work for the agency – the agency pays our salary, not the clients - so we're always trying to sell the best possible work, that they will buy.


Scamp: Why do clients so often ask for 'more than one route'?

Guest Suit: They don't like to be painted into a corner. And they want the best chance possible of seeing work that is right. The fact is that what we do isn't a science. There is always more than one answer. One may be more right than another, but there are always different ways to go. It's a game of subjective judgements and the clients like to be able to participate in that judging too.

Scamp: What can creatives do to help get their idea sold?

Guest Suit: Lots. Collaborate with the account team along the way - take them on the journey that you're going on and listen to concerns, barriers and issues as they arise. They're unlikely to go away. Present your work to them in the same way that you would expect them to present it to the client. Give them the strategic rationale, the creative leap, visual reference, everything.


Scamp: Do you treat all creatives the same?

Guest Suit: Probably not. After all, no one treats everyone the same way. There are people you like more than others and your attitude and actions towards them will vary accordingly. Friendliness and an appearance that you're listening and being reasonable goes a long way to getting an account team on your side.

Guest Suit's previous post

18 comments:

Mark McGuinness said...

Nice interview. I especially like the question about what creatives can do to get their ideas sold - if you're in the creative seat, asking questions like that gives you at least a chance of getting what you want. And of course the suits should be asking what they can do to sell their way of doing things to the creatives...

I've been interviewing various kinds of creatives and suits about this kind of interaction, and the one thing they all agree on is that nearly all the most successful people are the ones with a bit of 'common sense and social skills' as well as their creative or technical experience.

russell said...

Are there really creatives left who aren't presenting their own work? Really? That seems astonishing to me.

Scamp said...

Believe me, the account handlers at my agency are far more charming and persuasive than I am.

So I stick to writing the ads.

Similarly, I don't fix the computers, patrol the building at night, or negotiate with print reps.

I think it's time to dedicate another whole post to this 'creative generalist' madness... that is, unless there's a legal limit on the number of times one can have the same argument!

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Northern Planner said...

Good stuff. I've got to agree that creatives should present their ideas more.
That doesn't mean slick presentations, it's just that you'll always be more enthusiastic about your work than anybody else - people connect with that.They don't feel like they're been sold to.

Make the logo bigger said...

Good interview scamp.

"They don't want us to bring them things they don't want. If we did that, we would quite soon have no clients...so we're always trying to sell the best possible work, that they will buy."

Seems like the default position implied there is the usual expression ‘the customer/client is always right’.

Sometimes the client may not fully know what they want, or possibly, the brief and objectives need to be questioned instead of accepted outright all the time.

Just sayin.

Clay Parker Jones said...

It's nice to call an account guy a "handler" ... that implies delicacy with a touch of discipline. Everywhere I've been, though, they've been called Managers, which isn't quite as euphemistic. My boss (a dyed-in-the-grey-wool account person) bitches about people who take "management" too seriously. He feels that the reason why Account Managers are seen as threats to creativity is because they are too intense with their control of an inherently variable and complex process.

Related note: I wish I had enough suits to be called a suit.

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