Why are client’s so difficult?
Those of us in the creative department have asked the question so many times it has become rote. Clients are difficult. Period. Especially when it comes to buying and approving work. We expect them to demand changes to the concepts, to the script, to the voiceover, to the scene, to the CTA, to the size of the logo and so on.
We have become uncomfortably numb. We expect our work to be criticized. So much so the creation process has “revisions and changes” baked right into it. Furthermore, we are told –indeed, I’ve said it myself- if we were in our client’s shoes we’d do the same thing.
But you know what? That’s bullshit. I am far from perfect but I am usually an accepting and grateful client. When I hire someone to do a creative job –be it a director or an architect or whomever- I never give him or her the kind of scrutiny that is typically given to me or my team. At home a contractor shows me some designs I tell him which one I like, we discuss time and money, and I pay the man. This even when things are late and over budget, which they invariably are. Once in a while I have a question or an honest mistake has been made. We address it. Done. On to the next. Even though it’s my money I am seldom a dick.
Chances are you’re the same way.
So, why are advertising clients so difficult? Why all the concerns, tweaks and rejections? I think the answer is fear based. CMO’s and their get are terrified (sometimes understandably) of losing their jobs. Often their counterparts at the agency feel the same way. Every tree we plant must bear fruit. Or else! With all that pressure it makes me wonder how they (or we) even get up in the morning.
Yet the resulting behavior –hacking at the tree- absolutely guarantees the tree will be barren. Or its yield will be paltry. In the end death by a thousand cuts is no different than doing nothing at all. Either way, the very thing one fears happening… happens. The team is blown up. Another CMO is brought in and in turn another agency. The process begins all over again.
Creating campaigns is thrilling. Yet, their potential is and always will be unknown. Hence the thrill. No one can be sure how an audience will react to an idea until the thing is out there. What makes a client nervous might very well be be what makes the idea truly great. We all know the story behind the world’s greatest advertisement, Apple’s “1984.” When it was screened to dealers everyone except its creators and Steve Jobs hated it. The agency, Chiat Day was asked to fire-sell the media, which happened to be two slots on the Super Bowl. One insertion was not sold. The spot ran. And the rest is history. Granted the follow-up commercial, “Lemmings” was an abject failure. Still, was Apple really hurt by it? No. Being reckless and cavalier has never hurt the brand. Frankly, Apple could stand to be more brave. Again.
Instead of ‘why are we so afraid?’ Let’s ask ‘what’s the worst that could happen?’ If it doesn’t work as planned we try something else.
Were it that simple, right?
The glittery potential for every brand…
According to Zen, one’s serenity is inversely affected by one’s attachment to things. The more you live the more you realize it. Obviously, you can’t take anything with you but I wonder why it takes us so long to figure that out? On some level, we all accept the spiritual truth in this idea but on a day to day basis most of us don’t “go there.” We are too busy acquiring things, building things, starting things and ending things.
When I began this blog a decade ago I titled it the way I did for irony’s sake. As if there could be Gods of anything, let alone advertising. Ha! I also gave the blog a subhead: “We Make You Want What You Don’t Need.” Even then I felt the low-level hum of tension inherent to making a living in Adland. I’m an agnostic (mostly leaning on belief in a higher power) but I’m also a realist (leaning on skepticism). Still, I knew and know that making people covet brands was a form of idolatry. Obviously, I’m not talking about selling a car on Craigslist. I’m referring to branding. Big “A” advertising: Nike, Apple, McDonald’s, etc…
As brilliant as Nike’s historical marketing story is (and precisely because of), there is a tension to it. When Air Jordan’s came out with its iconic marketing (the jump man and the swoosh and “Just Do It”), all hell broke loose. People who could least afford them wanted them the most. And, well, bad things happened to realize those aims. People stole for them. Harmed others. Or more casually frittered away resources. Nike had become a religion. It is believed God can walk on water. And so, as all of us are lead to believe, with a pair of Air Jordans, can we.
This is an extreme example and not typical of most branding efforts. Yet, that is not because we don’t try to achieve those results. We do. Therefore, in theory and sometimes practice, we are efforting to “make people want what they don’t need.”
Admit it, copywriters. When you’re drafting a manifesto for a product or service or company (it doesn’t much matter what the thing is) don’t you feel the power at your fingertips? There, at your desk, you are creating a myth. Our words are like sparks and we want them to ignite. We are toying with Pandora’s Box and it is nothing short of thrilling. For me it is.
As far back as 2008, I made a presentation at Cannes (at the Palais no less!) sharing some of the above ideas. I recklessly compared coveting Gold Lions to the Israelites worship of a Golden Calf. Needless, to say I was not invited to give that speech again. Ever.
Who doesn’t want their copy to go viral? To be shared. To spread like, frankly, a disease. If it does, we are blessed with silver in our paychecks and Gold Lions at Cannes. With powerful alchemy, we will have turned people into consumers. Into Believers. We will have become GODS OF ADVERTISING!