Can we normalize putting more junior and mid-level creatives on client calls?

It’s really hard to get all of your feedback from someone else’s notes without actually hearing the client talk or getting to ask questions.

likehelpful
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Always the plan, honestly.

Sometimes your absence is a result of ego.

But it’s mostly the clients who have an issue. They equate extra faces as extra expense. Really dumb, I know, but generally that is the issue.

Some of the clients are just too introverted to give bad news to a larger group of people.

But really, they’re cheap.

likesmart

SP1 they do not do a good job of training. You either luck out with a CD or EP who cares. Or you’re fighting to climb.

When it comes to the billable/non-billable hours - all of that is bs. Agencies shouldn’t be thinking in hours but in the actual work, getting it done the best way possible, and maintaining the health of their people and their business.

It’s clear no one cares. This industry is burning down and the future looks pretty dismal. Who is going to save it if not for the newer generations coming up?

When y’all do get up there (and you will), remember where you came from. That’s where the change comes.

Old guy weighing in. This wasn't an issue in the conference call days with no video. The whole team would sit in a conference room and get feedback simultaneously. The creative lead presented and everyone else would listen--trusting that the CD would properly present and defend the work.

Now clients worry about too many agency people being on the call. Some complain it's bad for optics because the entire team is billing for that hour even though only one or two people are actually talking.

Other clients don't want to give negative feedback with a large agency group on the line.

Hopefully your account lead can talk to one of the cooler clients about letting the junior creative teams sit on the video call. A good client will see the value in it.

I also used to push for juniors to go to local production shoots at the agency's expense so they could learn and build a rapport with the clients. I didn't always convince finance to eat the cost, but I made it a point to try.

We rarely get mentors in this industry. We should be trying to teach the youngins whenever we can.

likesmart

Need more “old guys” like you my friend. I don’t know how my generation is supposed to learn anything when most are too scared to let us try.

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Ask for the calls to be recorded until those larger problems the GCD mentioned get resolved

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I love this suggestion but have been told by multiple clients that a recorded call means you won't be getting honest feedback. People will be afraid to speak their mind.

I disagree but have to go with what the client/prospective client wants.

Unfortunately it’s becoming more and more common as higher-ups protect their salaries behind client familiarity.

likesmart

Yup. I’ve seen this backfire. Client got bored with him. Asked him off. A month later the account was in review. We weren’t keeping things “fresh”

Preach

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But also, not all client feedback is the final feedback to the juniors. Client feedback + chats with real stakeholders = rebriefs and ask for creative solves or design updates

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The irony is once you start doing them, you’ll get to a point pretty quickly where you wish you weren’t.

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