The Art of Client Service

Chapter 47If Things Go Wrong, Take the Blame

Years ago, an agency Creative Director and I had lunch with a trade publication reporter. The reporter asked about the work we were doing for one client. The Creative Director explained that we were working on a new product launch for that client. The reporter took note, and a couple of days later the published story on our agency included a reference to the client's product launch.

There was just one small problem: the client had not announced the new product yet.

The client was furious when he called me. He demanded to know how the agency could be so stupid. I explained it was my fault. I didn't say anything about the Creative Director spilling the news. As far as I was concerned, it was my job to make sure the Creative Director didn't reveal anything confidential. I wasn't the author of the mistake, but I didn't think twice about taking ownership of it.

You provide air cover for everyone in the agency. If something goes wrong in media, in creative, in production, then it happened on your watch. You are responsible. Take ownership, and be prepared to take the heat from the client.