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Clients who are “happy” may still leave you.  But clients who are seeing results–and seeing them fast?

Now, that increases the value you deliver and decreases the chances that new clients will churn.

So, how did this digital marketing agency drive client results 70% faster, increase customer satisfaction scores and start getting glowing feedback from more clients?

It was all about strategy.

More specifically, they did away with the old divide between their strategy and client services teams and introduced a new client-facing role solely responsible for consistently updating the client’s strategy and delivering client results.

By creating this new role that now works alongside their project managers, they’ve been able to decrease the feedback loop between performance data and the strategy the agency is executing for their clients.

In today’s conversation with Kate Vasylenko, CEO of 42DM, you’ll hear:
Why they hired marketers with more in-house experience for this new roleThe questions they asked to find the right talent How they made this structural change to their client delivery team (so you can learn how to do the same)
Resources Mentioned in This Episode:

An Agency’s Guide to Measuring And Improving Billable Utilization (Ebook)

Connect with Kate on LinkedIn

The State of Agency Operations Report

Hiring Secrets from an 8-Figure Agency CEO


Want to watch the video version of the podcast on YouTube?

Check it out here: Agency Life Podcast on YouTube



Want to get more content to support your agency life?

Subscribe to the Agency Life newsletter, check out past episodes & find more content at teamwork.com/agencylife.

This podcast is brought to you by Teamwork.com.

Isn’t it refreshing when someone further down the path is willing to share the successes AND failures they’ve seen along the way?

That’s exactly the type of conversation you’ll get from today’s episode with Eric Siu, CEO of Single Grain, Founder of Leveling Up and Co-Host of the top-ranked Marketing School Podcast.

Eric’s journey has taken him from having “no idea how to run a business” at 27 to now having scaled his agency into 8-figures, all while building a media brand, authoring a book and becoming a recognizable name in SEO and modern marketing more broadly.

Despite his successes, Eric does hold back from sharing his missteps along the way and (most importantly) the lessons you can take from them.

For instance, you’ll hear:
What roles should be contractors vs FTEs in your agencyThe CEO’s actual role in hiring during times of growthCounterintuitive ways to identify and recruit new talentIn addition to sharing his hard learned hiring secrets, Eric shares:
The 2 best operating systems you can steal from to make your agency run more efficientlyWhen and where pay-for-performance pricing makes sense for most agencies
Resources Mentioned in This Episode:

An Agency’s Guide to Measuring And Improving Billable Utilization (Ebook)

Connect with Eric on LinkedIn

The Agency Owner’s Association with Eric Siu & Neil Patel 

Working Backwards by Colin Bryar & Bill Carr

Free Tool to Run Your L10 Meetings in EOS: Instant Agency Tools.com

The State of Agency Operations Report

Never Split the Difference by Chris Voss


Want to watch the video version of the podcast on YouTube?

Check it out here: Agency Life Podcast on YouTube



Want to get more content to support your agency life?

Subscribe to the Agency Life newsletter, check out past episodes & find more content at teamwork.com/agencylife.

This podcast is brought to you by Teamwork.com.

Today he runs an agency doing $25MM in ARR with around 150 employees.  But–as the story usually goes–this success didn’t come overnight & started with much more humble beginnings. 

From not getting paid by one of his first clients to gaining traction with small monthly retainers on Fiverr to now running a successful performance marketing agency for SaaS companies, Garrett Mehrguth, CEO of Directive, has learned a forecasting model that’s allowed him to scale his agency well beyond those humble beginnings.

In today’s conversation, he shares:
The 2 part financial forecasting model you need to grow your agencyThe common mistake agency owners make regarding executive payHow to set goals that are meaningful, yet attainable, for your team
Resources Mentioned in This Episode:

An Agency’s Guide to Measuring And Improving Billable Utilization (Ebook)

Connect with Garrett on LinkedIn

Sign Up for Garrett’s Agency Academy Course

The 3 Benefits of Productizing Your Services w/ Sam Shepler

3 Steps to Owning Your Niche in 90 Days w/ Nick Bennett

5 Steps to Win More Clients with Benchmark Data w/ Chris Nault


Want to watch the video version of the podcast on YouTube?

Check it out here: Agency Life Podcast on YouTube
Want to get more content to support your agency life?

Subscribe to the Agency Life newsletter, check out past episodes & find more content at teamwork.com/agencylife.

This podcast is brought to you by Teamwork.com.

It can be terrifying to allow your clients to “see how the sausage is made,” and this is one of the main concerns related to handling client communications within your project management or professional service automation software.

While there are benefits to streamlining your client communications and inviting them into the system that runs your agency–benefits like visibility, client perception & efficiency–each of those benefits comes with some pretty intimidating risks.

What if internal communication accidentally goes to a client?

What if we give clients “too much visibility?

In today’s conversation with Susan Fennema, CEO at Beyond the Chaos (an operations consulting firm that helps service-based businesses bring order to the chaos), she answers those questions and also shares:
The 3 primary risks to client communications within the software where you manage client workHow to mitigate those risks through a few key communication strategiesTactical tips for making your team more efficient without making it harder on your clients (hint: it has to do with a few specific integrations you can leverage)

Resources Mentioned in This Episode:

Connect with Susan on LinkedIn

An Agency’s Guide to Measuring And Improving Billable Utilization (Ebook)

3 Steps to Avoid Furious Clients w/ Jackie Hermes

How This Agency Reduced Churn by 50% (with AI's Help) w/ Erik Huberman

How to Talk to Your Clients about Money (Blog)



Want to watch the video version of the podcast on YouTube?

Check it out here: Agency Life Podcast on YouTube




Want to get more content to support your agency life?

Subscribe to the Agency Life newsletter, check out past episodes & find more content at teamwork.com/agencylife.

This podcast is brought to you by Teamwork.com.

Wanna know how a 200-person agency reduced churn by 50% from one year to the next?

Even though Hawke Media is one of the most successful marketing agencies in the United States and they’ve scaled to hundreds of millions in annual revenue, their journey hasn’t been without bumps in the road.

At the beginning of 2022,  they saw client churn on the rise and their CEO, Erik Huberman, knew he had to adjust their strategy to address a new challenge.

In today’s conversation, you’ll hear from Erik:
How they created intense focus throughout the agency to reduce client churnThe role of incentive structures & systematic churn analysis in their impressive churn reductionHow they retrained their sales team to head off churn early in the client lifecycleWhat they realized was the Number 1 KPI impacting client churn (based on systematic AI analysis)

Want to get more content to support your agency life?

Subscribe to the Agency Life newsletter, check out past episodes & find more content at teamwork.com/agencylife.

This podcast is brought to you by Teamwork.com.

What’s one mistake you’ve made as an agency leader you’ll never forget?

Several guests on this show have shared the same exact answer:  “I wish I’d invested in my own financial literacy sooner!”

But, what financial metrics should you focus on the most? 

Even if you answer that question—how do you (and your team) impact those financial metrics that matter most for your agency?

To answer these questions, in today’s episode, you’ll hear from Ryan Watson from Upsourced Accounting, where he & the team help agencies just like yours avoid financial pitfalls & achieve financial health.  Ryan’s a former agency COO & CFO himself, so he comes with financial know-how but also real agency life experience.

In today’s episode you’ll learn:
The 5 Financial Metrics successful agencies get right (from Upsourced’s own analysis of agency client data)

An introduction to the Hierarchy of Financial Needs (that will help you determine the right financial metric to prioritize right now)

The building blocks to a successful Project Profitability Analysis (which Ryan says is the most important thing you can do to getting a handle on your agency’s gross margin)
Want to watch this episode on YouTube to see the visuals?

Check it out here: Agency Life Podcast on YouTube

Resources Mentioned in This Episode:
Connect with Ryan on LinkedIn

Subscribe to the Upsourced Accounting YouTube Channel

The State of Agency Operations Report

Teamwork.com Profitability Reporting

The 4 P’s of Time-Tracking Your Team Won’t Hate


Want to get more content to support your agency life?

Subscribe to the Agency Life newsletter, check out past episodes & find more content at teamwork.com/agencylife.

This podcast is brought to you by Teamwork.com.