Dear Tig,

As the advertising manager for my division, I get a lot of feedback from my “internal customers” that we pay our media and creative agencies too much money. Based on my experience, I feel that we are paying an appropriate amount according to the scope of work. Our media agency can document that they pay for themselves several times over in rate negotiations and added value attained. The creative agency is on the edge of losing money on our account.

Unfortunately, the critics have no background in this sort of thing and, frankly, little marketing experience (although they are in marketing roles). Do you have any ideas on how to explain the cost structures to non-marketing types in a manner they can relate to or is it a battle that will never be won?

Thanks,

Marketing Professional

Dear Marketing Prof,

Having done much technology marketing, I think your industry suffers even more than others from a left-side-of-the-brain disorder that encourages engineers (or, worse, former engineers stuck in marketing rotations) to believe that anything that is done by liberal arts graduates can't be worth a lot of money.

You are smart to have looked at the economics behind your agency costs. The agencies are obviously not defrauding you or even padding profits. The question becomes, is this honest effort worth the price. Experience shows that it usually is. Companies like yours spend tens of millions of dollars placing messages in media. Giving short shrift to the ads themselves is wasting that larger amount of money. Unfortunately, engineer-types sometimes lack the experience, market savvy or communications subtlety to recognize that better concepts and higher production values can make a large difference.

Of course, I'll be the first to point out that some advertising campaigns are complete wastes of effort and money. I think it's a lot easier to argue that the objectives of an advertising campaign are invalid and wasteful, rather than arguing that a cheaper creative source could have done as good a job. You can dislike the objectives, and you can dislike the work that an agency does, but you can't often argue that investing less money into the process would make the results better.

One way to position the agency costs to sensitive "internal customers" is to point out that a great deal of process surrounds the creation of advertising and the buying of media. Just like there is about a five-to-one ratio of time a computer programmer spends designing and managing a system relative to time spent actually coding, there is a great deal of sunk overhead costs in the marketing process. You do not get a better product by laying off the good programmer--or a good creative or media buyer--for that last, most important 20 percent of the effort.