How to deal with account people that just act as messengers and basically everything that client requests dumps on creative?
Right now some designers have to work until after midnight because the account team promised client to show new work tomorrow, without consulting with me first to see if it’s doable. They just send me a slack notification and meeting request.
Advice appreciated!

likehelpful
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I counsel all account folks that we are not to be short order line cooks. We don’t take orders and then flip it to the kitchen.

Unfortunately, it’s a bad habit that ends up becoming a regular behavior. Too many acct folks forget that they work for the agency team and not for the clients. It’s our job to manage expectations. It’s not an easy job. But it’s what we signed up for. Creating a strong relationship with your creative partners is imperative. There will be things that are urgent. But that should be the exception vs the rule. I suggest having a 1:1 coffee/chat and let the account person understand your perspective.

Also, be clear that client meetings shouldn’t be scheduled without consultation. And certainly not managed via a Slack msg.

likesmart

In my experience it's less that they forget they work for the agency and more they're auditioning to work for the client.
But regardless of the mindset, it's a problem.

smart

I used to tell them “lack of planning on your part does not constitute an emergency on my part.”

likesmart

Wow. Go to their superior. They probably do not want to rock the boat and will tell the AD to do their job properly because they’re poisoning the well.

This is totally unacceptable. And I’m an account person. You’re either dealing with very junior account people or the client is a jerk. Either way it’s not your problem. The account team is there to manage clients not just pass the hot potato on. This calls for a meeting asap with higher ups in creative and higher ups in account. Rules and process should be agreed upon and enforced. I personally had the mandate to never commit to any deadlines before consulting with the creative team first. And surprisingly after saying it for a million times the clients understood and respected that.

When everything is an emergency then nothing is an emergency.

Better to establish healthy boundaries now vs burning out the team doing the creative work.

likesmart

I got a message once on the day of kick off and the account director set the first round client review for two days later. Less than an hour goes by they’re pinging me saying they need it that day without consulting the whole team.

like

These are bad habits that need to be sorted out with the account team lead by the senior creative on the account. You may have missed the opportunity on this one, because the designer worked til midnight. But tell them next time you will deliver in a “reasonable” amount of time, based on calendars and workload. If they make a crazy promise to the client after that, they’ll have to walk it back and explain that it won’t be done when it was promised. Do you have PMs. All work should go through them.

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Sounds like Klick

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So what’s worse, this? Or an account director who tries to be a creative director by leveraging client requests? Push. Back. (On both the timing and design changes) It’s time to champion good work. If you really want to win those awards start listening to the goddamn creatives,,, because that’s why you hired us.

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Parrots, most of ‘em. I’m tired of “educating” account people with INFLATED titles who don’t know how to do their jobs. They are glorified order-takers. Or, maybe I’m just getting too old for this industry anymore, lol.

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They’re an expo in a kitxhen. They read the order from the customer/waitress to the cooks sweating their asses off.

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*here taking notes*

Bring it up with project management as it means the designer is probably now overstretched and the agency likely isn't being properly compensated because the scope is wrong. Bring it up with the CD or GCD on the account and let them know that the team is getting burnt out because of account mismanagement.
Two people who have an active interest in preventing it, but you need to speak to each in the manner it relates to their position/interests.

No account person at any level should be committing to timelines without consulting the team. Period. (Says the account person)

On the flip side, a great account person has client empathy and should know how to find the balance between enough time and too much (there 100% is such a thing), so if it takes 2 weeks, please don’t sandbag as the account person takes the bullet from the client.

All this to say, “fair” goes both ways.

Quick turnaround at the beginning of a 2 week project, client called at 4:59 on a Friday before said client goes on vacation?

I’ve had some luck by approaching the account person gently and with a team mentality to quietly educate rather than to come from a place of anger or us can them. If people get to know where the other person is coming from then maybe you can be more collaborative before the next client meeting so you are all on the same page.

I’ve done this. Sometimes it works to educate, but things don’t change. Sometimes they just say, “you talk to (the client) then”. Real helpful

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