“Welcome to the Dark Side!” he said with an evil laugh.
That’s not how I would characterize it, of course; that’s
how one of my new colleagues put it when I explained that my whole career had
previously been with agencies. He, a veteran of stops at a few ad agencies, had
given a knowing smirk.
I joined LiftMaster at the end of April, transitioning from
a senior digital leadership role in a small B2B agency to a senior digital
leadership role with the world’s dominant manufacturer of professionally
installed garage door openers (and gate operators and commercial door
operators, among other related products). I am very excited to be part of a
thriving company that is transitioning from a traditional, sales-driven
inward-focused manufacturer model to an innovative marketing-driven company
focused on its customers. The Digital/Social/Mobile spectrum is acknowledged as
vital to the future of the company, and I feel invigorated to be a part of this
movement and be able to bring my own experience and skills in a way that will
make a difference.
Transitioning to the corporate side has so far been pretty
smooth. But I have to admit that I entered under some apprehension. The
behavior of brand-side clients has often been viewed by agency people
(affectionately for the most part) with a raised eyebrow. There are many
stereotypes that agency people have about brand-side clients.
- It takes them forever to get things done
- Nobody can make a decision
- Corporate life is easier than agency life
- Politics are sometimes more important than smart choices
- Clients take advantage of the relationship
I knew that these were probably exaggerations…but it is very
interesting (almost as an intellectual exercise) to see how quickly I have fallen
into some of this stereotypical behavior. And why.
It takes forever to
get things done. Some clients are impossible to pin down for approvals,
response to questions, or clarification of requests. Usually the excuse is that
they are so over-strapped and busy that they cannot respond in a timely
fashion. And you know what? It’s true. Within my first week, my days were
filled with meetings, review boards, and weekly update sessions. I even had to interview
somebody for a job (not my direct report)! For us on the digital team, we have
two major website redesigns underway, including an agency review and selection
process; plus two ongoing websites that are actively being managed and
operated; plus we have Search Marketing, and Social Media, and Email blast
requests that we manage internally. There is a lot going on, and it doesn’t get
any less crazy as you move up the chain. Did I mention we are transforming the
company? That takes a lot of energy. I
am guilty of the non-response and the push-to-the-back-burner on items that
really need to be addressed. But sometimes, I just don’t have the time or I
cannot connect with the right internal people to get something answered.
Nobody can make a
decision. That’s not true at all; I remain as decisive as ever. However…in
a matrixed organization, there are lots of people that should know about or
have input in many different kinds of decisions. That sometimes creates a
logjam because if different stakeholders have differing views, the decision can
get stalled because nobody is quite sure who has precedence. For me,
particularly when it comes to things related to a website, I have pushed ahead
with priorities and decisions based on the overall needs of the project…making
sure to explain and inform at every step of the way. So far, nobody has yelled
at me. And we are mostly on schedule. However I do admit to missing deadlines
as I try to manage the approval process up the chain and sideways through the
company. It just take a lot of time to get some people’s attention.
Corporate life is
easier than agency life. Sometimes it seems like clients punch out at 4 pm
every day: this one is definitely not true. Brand-side marketers work seriously
hard. Especially for a global organization, where night-time conference calls
to Asia are the norm and travel is constant. Leaving early is sometimes just a
time shift. I have to say the work ethic is unquestioned. There are plenty of
days when I am here at 6 pm and the place is still humming.
People make the wrong
decisions for the wrong reasons. Often, clients like myself J are not sophisticated
when it comes to digital technology. So we often see the “pretty penny”
syndrome where the flashiest option, or the one mentioned in the radio story
during the drive in, becomes the must-have solution. Another variation is that
the majority owner or the CEO knows somebody in a family that has somebody in a
position of authority with one potential vendor, for example, and they want to
make sure that company “gets a fair consideration.” (Or, in other words, gets
selected.) The fortunate truth is that our Purchasing Group is very good at
making sure any potential vendor is vetted and capable, so even if a little
cronyism comes into play, most potential partners can actually get the job
done. Maybe just not the one that might actually be best for the job.
Clients take
advantage of the agency relationship. Clients sometimes, it might be said,
either take advantage of the relationship or do things that might legitimately
be viewed as exasperating, just because they can. Most of the time there is no
evil intent, so the “Dark Side” phrase is clearly tongue in cheek. I do admit
however that I sometimes engage in behavior that is not particularly noble,
because I feel I have to and because I know I can get away with it.
Rescheduling meetings at the last moment, or not being able to show up for
calls, is a prime example. I know how hard it is to align multiple schedules,
and I know how hard agencies work to prepare for meetings. Yet if I am pressed
for time or face unexpected schedule impacts, I have summarily bounced a
long-scheduled meeting or skipped a regular status that really I needed to
attend. One does what one has to do, and the unfortunate reality is that the
agency just has to allow it. I try not to be arbitrary, and I am appreciative
of accommodation, but I know that sometimes it sucks to have this done to you.
So I try not to do it….
I think that I am doing an OK job of being sensitive to the
challenges faced by my agencies and not taking them for granted. Hopefully they
can understand that although we are working towards a common goal, corporate
clients do in fact face a different set of priorities and have a complex set of
relationships to support. Thanks to my former agency brothers and sisters for
all their hard work, and I look forward to being a good client from now on.