Smart Agency Masterclass with Jason Swenk: Podcast for Digital Marketing Agencies

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Have you ever questioned whether you're actually built for the hard seasons of agency life? When things get messy, unpredictable, or overwhelming, do you wonder if you have what it takes to keep going or if everyone else somehow got a playbook you missed? Most agency owners don't wake up one day and decide, "I'm going to build an agency." They trip into it. One project turns into two, side work turns into real revenue, and suddenly you're invoicing clients without knowing what an invoice number is supposed to look like. Today's featured guest unpacks what it really looks like to build an agency without a roadmap. Through failed partnerships, stalled careers, and moments where quitting felt easier than continuing, he developed the resilience and mindset required to keep moving. Cliff Skelliter is a serial entrepreneur and owner of Launchpad Creative, a design-thinking agency, working across brand identity, video production, and strategy. They blend artistry, functionality, and brand communication to create captivating digital and physical spaces that not only engage and inspire but also reflect the essence and values of the organizations they work with. In this episode, we'll discuss: The Easiest Choice: Leaving his Career and Going All-In on the Agency What He Learned from His Partnership Experiences Self-Belief as the Most Important Lesson for Agency Owners Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. When Going All-In on the Side Hustle is as Easy Yes Cliff didn't grow up in a family of entrepreneurs, and never set out to "start a business." His entry into agency life wasn't strategic, it was reactive. While working an internship at Canadian news station CTV, he saw the ceiling in broadcast media and realized that no matter how talented or ambitious he was, there was a limit to how far that career could go. Meanwhile, he was already getting requests to work on some projects outside of the station. Eventually, the projects kept getting bigger and the people at the station complained Cliff was creating a conflict of interests with his side hustle, as clients chose him, instead of the station, to produce their commercials. It was an ultimatum, and the choice was clear. By then, that "side hustle" was more lucrative and offered more creative control. Plus, it was just more fun. What's important here isn't just how Cliff started—it's what he didn't have. No business background. No sales training. No master plan. Like many agency owners, he learned by doing, Googling, guessing, and occasionally getting it wrong, which is mostly the default path. The danger is assuming everyone else has it figured out, while you're making it up as you go. Agency Partnerships: When They Work and When They Break You Cliff's first business partnership was both formative and brutal. His partner helped get the business off the ground but was dishonest, reckless, and ultimately destructive. While Cliff focused on creative work, his partner handled sales and accounts… and quietly created financial chaos. When the partner disappeared, Cliff was left holding the debt and the consequences. Many agency owners bring on partners not because it's strategic, but because it feels safer. Someone else handles sales. Someone else deals with money. Someone else shares the weight. But if values, ethics, and accountability aren't aligned, the cost can be enormous. Thankfully, Cliff was able to recover from the blows to both the agency's finances and its reputation. He also gave partnerships another chance. The second partnership was different and far more successful. Cliff partnered with someone who combined complementary skills to build a business that lasted nine years. It worked because each person did what they were good at and didn't want to do the rest. Even then, the partnership eventually ended, not because of business failure, but personal life complications. Partnerships aren't good or bad by default; they amplify whatever already exists. Clear roles, boundaries, and shared values make them powerful. Avoidance, people-pleasing, and lack of communication make them fragile. Resilience, Self-Belief, and the Placebo Effect of Entrepreneurship Cliff got important lessons from both experiences, mainly that he's much more capable than he thought. He could handle sales, which is something he doubted for years. Like many agency owners, he assumed you had to be a certain "type" of salesperson or personality to run a business. In reality, you just need to ask better questions and not be afraid of uncomfortable conversations. He also learned he's far more resilient than he gave himself credit for. Most agency owners would testify to the fact that the universe constantly gives you outs. Jobs. Acquisitions. Easier paths. And yet, something in your gut says, "I'm not done." That resilience isn't logical. It's identity-level. Entrepreneurship stops being something you do and becomes something you are. He now understands the importance of believing in himself, even when it seems absurd. Your mind alone can trigger real physical outcomes. When doubt creeps in, remind yourself that belief itself is a lever. Not hype and not manifesting nonsense; just the willingness to keep going when the story in your head tells you to quit. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Running an agency today looks nothing like it did even a few years ago. What used to work: SEO-driven inbound leads, tight vertical niches, and predictable platforms, has shifted fast. Today's featured guest has learned to adapt to these changes and went from having a clear and defined niche to letting clients' needs guide the next steps for her business. She'll talk about navigating those changes, evolving your positioning, and deciding whether you're actually willing to do what adaptation requires. Laryssa Wirstiuk is the owner of Joy Joya, a boutique email and SMS marketing agency that serves women-focused, product-based e-commerce brands. With more than 15 years in marketing and over a decade running her own agency, Laryssa has lived through multiple shifts in platforms, buyer behavior, and agency models. Her background as a marketing generalist, working across SEO, social, and email, gave her the flexibility to adapt as the market changed. That adaptability, combined with a strong point of view on branding, inbound marketing, and outbound growth, made her a great guest for agency owners questioning what's next for their own businesses. In this episode, we'll discuss: Starting out with a clear niche and evolving along the way. Adopting a hybrid growth strategy. Personal brand vs. clear offers. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. How to Choose a Niche Without Getting Stuck In It Laryssa didn't stumble into her original niche by accident. After working across industries like tech, education, and healthcare, she realized none of them truly excited her. Jewelry stood out because of its mix of fashion, storytelling, and creativity. Rather than guessing, she intentionally took in-house and freelance roles in the jewelry industry to build credibility before going all in. That vertical focus paid off. By committing to a specific industry, Laryssa was able to build a strong referral network, speak at trade shows, and create highly targeted content that drove inbound leads. But after nine years in the jewelry space, she noticed that the biggest results she delivered for clients consistently came from email marketing. What started as one service among many became the clear driver of ROI. The shift from a vertical niche (jewelry) to a horizontal specialization (email and SMS marketing) wasn't a sudden pivot. It was a response to real performance data. Stronger results, clearer processes, and deeper expertise made the decision feel natural. Your niche should serve your strengths, not trap you in yesterday's model. Why Inbound Alone Is No Longer Enough For most of Joy Joya's history, inbound marketing did the heavy lifting. Content, SEO, YouTube, and a podcast tailored to the jewelry industry created steady deal flow without much outbound effort. That's one of the biggest benefits of vertical focus: you can dominate a small pond with the right content and relationships. But the market shifted. Search behavior changed. Social algorithms changed and AI entered the picture. Laryssa realized that relying solely on inbound was no longer enough. Over the past year or two, she intentionally started building outbound muscles: cold email, cold calling, LinkedIn outreach, and systems that allowed her team to support those efforts. The key insight here isn't that inbound is dead, it's that inbound alone is risky. Agencies that survived and grew were willing to adapt their acquisition mix, even when it meant doing uncomfortable things. The Hard Question Every Agency Owner Faces Adapting isn't just about strategy. You should also ask yourself whether you want to do what's required next. New platforms, new sales motions, and new expectations can trigger an existential crisis for long-time owners. You don't have to love every part of running an agency, but you do need the discipline to face the things you'd rather avoid. The solution isn't grinding forever but rather identifying what you don't enjoy, systemizing it, delegating it, or removing it altogether. Agency owners should get comfortable with change as a necessary part of running an agency. The hard part is that change often targets the things you already tolerate but don't love. That's why many agencies stall. The owners don't hate their situation enough to change it but they don't love it enough to stay fully committed either. When Personal Brand Creates Attention But Not Conversions As AI and recommendation engines influence buying decisions, developing a personal brand becomes vital when it comes to being recommended by these tools. People want to work with leaders whose beliefs, values, and perspectives they understand. That's why podcasts, long-form content, and consistent points of view matter more than ever. In her case, Laryssa shared an unexpected challenge after developing her personal brand. She had built such a strong personal and brand identity that many people understood her perspective but didn't fully understand what her agency actually did. In some cases, prospects were more familiar with the brand name than the services behind it. The lesson for agency owners is balance. Thought leadership without clear offers creates attention without conversion. As platforms evolve, it's not enough to educate—you need to connect that education to the right services, for the right audience, at the right time. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training If AI can now write, design, and build faster than your team, what does a profitable agency actually sell next? Most agency owners have experienced a weird mix of excitement and anxiety about AI. On the surface, it feels like everything is changing overnight, including websites, content, search, development, and even how clients perceive value. Underneath that panic, though, there's a calmer truth: the fundamentals of running a great agency haven't changed at all. The tools have. Today's featured guest talks candidly about where AI actually helps agencies, where it's wildly overhyped, and why agency owners who focus on systems, relationships, and leverage will win while everyone else burns out chasing shiny tools. Eric Weidner is the founder of Workbox, a digital agency specializing in websites and custom applications for pharmaceutical companies and pharma marketing agencies. With a background that stretches back to the early days of the web, Eric has built, rebuilt, and adapted his agency multiple times, and today he's deep in the practical application of AI for real agency work, not just demos and hype. In this episode, we'll discuss: How agencies are positioned to win with AI. Avoid creating client disappointment with incorrect use of AI. The brutal reality for agencies that rely on "set it and forget it" marketing. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. The Road to Becoming a Long-Term Agency Operator Eric fell into web development in the mid-90s while working as a secretary administrator at a law firm in San Francisco. Exposure to early tech including computer networks, WordPerfect, XML, and eventually HTML turned into freelance work. That freelance work led to clients and eventually an agency. His story mirrors how most agencies actually begin, with skill, opportunity, and momentum. The problem is that what gets you started is rarely what helps you scale. Eric's longevity comes from his willingness to evolve without abandoning the fundamentals that keep agencies profitable. And that's the trap many agency owners fall into today: assuming AI is a complete reset instead of a force multiplier for the right business model. Why AI Feels Like a Career Defining Moment for Agencies When ChatGPT first came out, Eric didn't treat it like a novelty. He went all in because, for the first time in years, the intellectual challenge of building and running an agency felt exciting again. For a lot of seasoned agency owners, the business had become… static. Same services. Same delivery challenges. Same team bottlenecks. AI cracked that open. Suddenly, there were new problems to solve, new efficiencies to unlock, and new ways to multiply output without multiplying headcount. Ai introduced a chance to rethink how work gets done, how fast ideas move, and how agencies create leverage, not just more work. Eric has no blind optimism when it comes to AI. It isn't magic, and it's not ready to replace strategic thinking. But it is a force multiplier for agencies that understand systems. That's the opportunity most agencies are missing. Instead of asking, "How do we sell AI to clients?" the smarter question is: "How do we use AI to reduce friction, speed up delivery, and improve results—then package that advantage?" Agencies that do this become faster, leaner, and more profitable. Agencies that don't end up stuck in fulfillment, competing on price, and drowning in tools they don't fully understand. AI Is Powerful But It Still Needs a Human Brain AI tools can feel like a superpower, especially if you've never loved certain parts of your job. Writing, development, ideation, and prototyping are faster than ever. But there's a catch. AI works best at the first pass. Ask it to build a landing page, mock up a system, or outline functionality, and it shines. Ask it to make nuanced, detailed changes across a complex system, and it starts to fall apart. In a  sense, AI is like a drunk intern—brilliant on the first assignment, frustrating when you ask for revisions. For agency owners, this matters because selling AI as a silver bullet is a fast way to create client disappointment. The agencies that win will be the ones who understand where AI increases leverage and where human judgment still matters. Websites, Search, and the Shift Nobody's Talking About One of the most important things to understand if you're building a website nowadays is that we're not building websites just for humans anymore. As AI-driven search becomes more dominant, users don't always need to click through to a site to get answers. That changes how content, SEO, and authority work. Eric points to GEO—Generative Engine Optimization—as the next evolution of SEO, where freshness, clarity, and structured authority matter more than volume. This creates a brutal reality for agencies that rely on "set it and forget it" marketing. To stay visible, brands must publish consistently. Content often needs to be less than 90 days old to stay relevant in AI-driven systems. For agency owners already stuck in fulfillment, this is a warning sign. More services, more content, more tools without better systems just equals faster burnout. Content Alone Isn't Enough. Your Voice Builds Trust With AI flooding the internet with content, differentiation matters more—not less. People don't just consume content, they build relationships with voices they trust. That's why podcasts, communities, and consistent thought leadership outperform random marketing tactics. When people hear you think out loud for years, trust compounds. In an AI-saturated world, that human connection becomes the advantage. Or as Jason puts it: when agency owners say they need more leads, the answer is often boring but effective. Build a platform. Build trust. Stay visible. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training How big do you actually want your agency to become? Does the idea of running a massive team sound exciting or completely exhausting? For many agency owners, scaling feels less like growth and more like trading freedom for complexity. Scaling an agency isn't about hustle. It's about surviving the moments that almost break you, building systems that actually work, and accepting that what got you here won't get you there. Today's featured guest understands that running a big agency is about structure and leadership. He's grown a global agency to 700 people without losing profitability, sanity, or culture and now he'll unpack the hard-earned lessons that most agency owners don't think about until it's too late. Nital Shah is the co-founder of Mavlers, a full-service, lifecycle digital agency headquartered in India, with operations supporting global brands and agencies across multiple geographies. Today, Nital leads a 700-person organization focused on marketing operations, delivery excellence, and scalable systems for agencies around the world. Having experienced both sides of the agency equation, client-side pressure and operational scale, Nital brings a grounded, operator-first perspective to growth, profitability, and leadership. In this episode, we'll discuss: An early principle: Profit should be intentional. Achieving operational excellence at scale. Structuring scale to make it manageable. Why alignment beats micromanagement. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. The Wake-Up Call: COVID, Cash Flow, and Retainers Like many agencies, Nital's biggest inflection point came during COVID. Before the disruption, the agency was focused heavily on top-line revenue rather than predictable recurring income. When 40 percent of revenue disappeared almost overnight, the weakness in that model became painfully obvious. Luckily, the agency's consistent focus on profit from day one helped them overcome this ordeal. However, it changed Nital's perspective on retainers and helped him understand that, without retainers, any similar unexpected bump in the road could destroy the agency. The agency had enough cash flow to survive the shock and rebuild and the lesson was clear: at scale, a large team without consistent recurring revenue is fragile. Retainers aren't just about stability; they are about survival. The other advantage that helped soften the blow was diversification. By spreading clients across industries and geographies, the agency avoided being wiped out by a single market downturn. When one region slowed, others carried the load. That balance didn't eliminate pain, but it reduced risk in a way most agencies underestimate until they feel it firsthand. Profit Is Not an Afterthought One of the most important principles Nital and his co-founder agreed on early was: profit must be intentional. It's not something you hope shows up at the end of the year. It's something you design into the business. That mindset shapes everything from service selection to client qualification. The agency actively avoids hyper-competitive, race-to-the-bottom services and continually evolves its offerings as markets become saturated. When a service becomes unprofitable, they pivot. When a client isn't aligned or drains margin, they say no. Profit isn't just about owner income. It funds experimentation, innovation, and future growth. Without margin, you can't test new services, pivot when the market shifts, or invest in better systems. You just stay busy. And busy is often the enemy of profitable. Operational Excellence at Scale Running a 700-person agency isn't about heroics but about process. Nital is clear that consistent, documented, and enforced workflows are what reduce mistakes, rework, and delivery friction. The agency is structured into service-based business units, each with its own leadership and accountability. On top of that sits a customer success layer that ensures delivery stays aligned with expectations. Everyone is trained on defined protocols, and those protocols exist to protect quality, not bureaucracy. When processes are clear and followed, the probability of hitting client outcomes increases. That reduces rework, lowers internal stress, and improves margins. In a people-driven business, operational discipline is what turns chaos into leverage. Alignment Beats Micromanagement One of the hardest challenges for Nital's agency came after rapid post-COVID growth, when the team doubled in size and remote work became the norm. Processes broke, alignment slipped, and as a result, communication suffered. The turning point came with adopting the Scaling Up framework by Vern Harnish. This framework, aimed at businesses ready to scale in a more structured manner, forced clarity across four areas: people, strategy, execution, and cash. More importantly, it created alignment from leadership all the way down to individual contributors. Every team member understands how their work connects to departmental goals, quarterly priorities, and long-term vision. When people understand the why behind the process, ownership replaces micromanagement. Accountability becomes cultural, not enforced. Leadership, Tough Calls, and A-Players When it comes to mistakes in team alignment, Nital openly acknowledges that the team that gets you to one stage may not be the team that gets you to the next. That realization isn't easy, especially when loyalty and shared history are involved. But over the last two years Nital has embraced the fact that growth demands adaptability. The agency now prioritizes agility, learning speed, and ownership. When someone can't evolve with the business, they are given time, feedback, and support, but the standard doesn't change. You don't win championships by protecting weak links. You win by putting the best players on the field while still treating people with respect and empathy. It's not cold. It's responsible leadership. Structuring Scale So It's Manageable When Nital decided to go back to India and start an agency, his mentor back in Australia offered him the chance to run their offshore center. From there, he started supporting other agencies in several countries and expanded his team to where they are now. Seven hundred people sounds overwhelming until you understand the structure. Instead of one massive organization, the agency operates as multiple business units, each capped around 100 to 150 people and run as its own P&L. This turns an impossible leadership problem into a manageable one. Leaders focus on coaching their direct reports, not managing hundreds of individuals. Each layer carries responsibility downward, creating clarity instead of bottlenecks. As Nital points out, no founder manages 700 people directly. You manage your leadership team. And if that team is strong, aligned, and accountable, scale becomes less scary and far more sustainable. The Future: AI, Change, and Opportunity Despite the uncertainty surrounding AI and marketing technology, Nital is optimistic. The pace of change has leveled the playing field. Years of experience no longer guarantee an advantage. Everyone is adapting at the same time. For smaller agencies, this creates opportunity. They can adopt tools and workflows faster than large organizations. For larger agencies, the challenge is moving faster without breaking structure. Either way, the shift toward complex marketing technology orchestration opens doors for agencies willing to master it. For him, the future belongs to agencies that can adapt, systemize, and evolve without clinging to what used to work. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Do you feel constantly worried about shrinking organic visibility, heavier ad pressure, and constant change? Running an agency has never been a straight line. Platforms change, algorithms shift, and what worked five years ago can quietly stop working overnight. Organic visibility is shrinking, ads are getting more expensive, and uncertainty feels constant. Today's featured guest knows that reality and will share her journey from agency employee to founder of a 43-person local SEO agency, along with her honest perspective on Google, AI, remote teams, and why growing bigger can actually create more freedom and impact when done for the right reasons. Joy Hawkins is the founder and owner of Sterling Sky, a specialized local SEO agency focused on helping businesses rank on Google Maps and local search results. She has been working in the SEO industry since 2006 and is widely known for her deep understanding of how Google's algorithm works, especially in local search. Sterling Sky is a fully remote agency with team members spread across Canada and the United States. What started as a small consulting experiment has grown into a 43-person team over eight years. In this episode, we'll discuss: Google, AI, and the future of local SEO Why SEO agencies must diversify to survive Building a fully remote team. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. From Agency Employee to Founder of a Local SEO Agency After more than a decade inside agencies, Joy realized she was more interested in how systems worked than in selling them. When disagreements about services and sales responsibilities reached a breaking point, she decided to try consulting (fully prepared to dip into savings and return to a job if needed). Clients came faster than expected. Eight years later, that experiment has grown into a 43-person remote agency. Google, AI, and the Future of Local SEO One of the biggest challenges Joy sees in the industry right now is the pace of change inside Google's ecosystem. Features are constantly being swapped out, organic real estate is shrinking, and small businesses are feeling the impact more than ever. While agencies can usually adapt, clients often struggle because Google still represents such a large percentage of their lead flow. A major concern Joy sees is how Google is pushing more ads and limiting organic exposure, especially in local results. On mobile devices, users are now seeing local service ads dominate the top of the screen, followed by AI-driven local results that are shrinking from three listings down to one in some cases. For businesses that used to rely on being second or third in the map pack, this shift can mean a dramatic drop in calls almost overnight. Despite the fear around AI, Joy does not believe Google is going anywhere. As she points out, Google's real advantage is data. Reviews, location history, calls, visits, and behavior all live inside Google Maps. That depth of information is something other platforms struggle to match. Local SEO is still viable, but it is no longer free traffic in the way many business owners became used to. The bigger lesson is not about Google itself, but about dependency. When an agency or a business relies too heavily on one channel, any change can feel catastrophic. The agencies that struggle the most right now tend to be those built around rigid, cookie-cutter systems that cannot flex with the landscape. Why SEO Agencies Must Diversify to Survive Agency owners who want time to adapt should keep in mind it's always better to have an outbound strategy, an inbound strategy, and partnerships that you can rely on. If all your business comes from one channel and that channel changes, you are forced into reaction mode. The opportunity here is for agencies to guide clients toward broader strategies. That might include paid ads, partnerships, or even old school tactics like direct mail and local sponsorships. The exact tactic matters less than the mindset. Businesses need multiple levers to pull so they are not held hostage by one platform's decisions. For instance, right now everyone's scrambling to adopt AI in their processes, services, and more. But you should also try to understand the economics behind AI and advertising. The massive data centers, energy consumption, and infrastructure costs mean that today's low prices will not last forever. Platforms are investing heavily now with the expectation that monetization will follow. For agency owners, this reinforces the importance of pricing correctly, setting expectations with clients, and building offers that account for rising costs and shrinking organic margins. Building a Fully Remote Agency Joy's agency started more as a practical decision than a remote-first experiment. After years of working from home she saw no reason to take on the overhead of an office. The cost savings mattered early on, but the flexibility mattered even more. Without a commute, Joy could better balance work and family life. That same benefit extended to her team. Many of her early hires were former coworkers from an agency that later shut down, people she already trusted and respected. Since they were geographically spread out, an office would have created unnecessary friction. Expanding into the United States was also a strategic move. Joy wanted access to a larger talent pool so she could be extremely selective about who she hired. Being remote made it possible to hire people who were already passionate about local SEO instead of settling for whoever happened to live nearby. Culture, Connection, and Team Building at Scale One of the risks of running a remote agency is losing human connection. Joy is very intentional about avoiding that. While informal meetups happen more often in Canada, the entire team gets together once a year for an in person retreat. The goal of these retreats is mostly relationship building. Joy genuinely likes the people she works with and considers many of them friends. She believes that strong relationships create trust, better communication, and a healthier work environment overall. Joy sees firsthand how flexible work, reasonable boundaries, and a supportive environment can be life changing for employees who came from toxic workplaces. That impact has become a meaningful part of why she continues to grow the agency. Why Scaling the Agency Became a Mission When she first started her agency, Joy wanted a small team. Ten people or fewer. Highly experienced. Minimal management. That vision changed a few years in, and the reason surprised her. Around two years in, her agency began supporting a charity in Uganda, and the more she built that relationship, the more Joy saw how far a single dollar could stretch there compared to North America. Visiting in person made the impact real. She realized that by growing the agency, she could dramatically increase the good they could do through that partnership. The same realization applied to her team. As the agency grew, Joy saw how stable, flexible work improved her employees' lives. That sense of responsibility and opportunity shifted her perspective as she figured out her purpose. Now growth was no longer about ego or scale for its own sake. It became a way to create more impact both inside and outside the business. Leadership, Delegation, and Hiring for Your Weaknesses Agency owners who wish to keep their businesses small are often thinking about the nightmare that running a big agency can be. They imagine that the headaches they deal with at ten employees will just double if the team doubles. However, this was never the case for Joy. When she thinks about overworking she thinks about her time working for others. This is probably because Joy has always been very clear about what she does not enjoy. Accounting, taxes, and people management are high on the list, and instead of forcing herself to become good at everything, she hired people who genuinely enjoy those areas. A strong accountant removed massive mental load early on and hiring leadership team members who thrive on managing people allowed Joy to focus on strategy and innovation. She believes this is one of the biggest unlocks for agency owners who feel trapped. Delegation is not about offloading busywork. It is about trusting capable people to own outcomes. Joy prefers hiring experienced professionals over entry level talent because she does not want to micromanage. Her expectations are high, but so is her respect for her team's autonomy. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Starting with a clearly defined niche can make all the difference when you're landing your first clients and deeply understanding that niche can carry you through the toughest seasons of agency life. Today's featured guest built his agency on exactly that foundation. Before launching his firm, he spent years working as a consultant for governments, UN agencies, and the European Commission. Along the way, he identified a clear gap in the market. That expertise proved invaluable during the pandemic. While uncertainty hit many agencies hard, he trusted his understanding of the space and chose to weather the slow months, confident the work would return. His patience paid off as demand surged later in the year. He'll share the lessons learned from more than 20 years of building and running a thriving niche agency in one of the most political and complex markets in the world—and why focus, patience, and deep domain knowledge remain his greatest competitive advantages. Filip Lugovic is the co-founder and CEO of The Right Street, an EU-focused digital communications agency based in Brussels. For the last 20 years, he's lived in the middle of the "Brussels bubble," where organizations, trade groups, and companies fight for attention from the European Commission, Parliament, and Council. His agency sits at the intersection of public affairs + digital communications, serving organizations trying to influence policies that impact nearly half a billion people across Europe. In this episode, we'll discuss: Identifying and owning a highly specific niche. Building a client list with the power of low-hanging fruit. Getting their best quarter during COVID. Keeping a creative team inspired during slow cycles. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. From Door-to-Door Sales to the EU Policy Bubble Before he ever pitched a digital campaign, Filip was strangers' knocking on doors in Southern California selling heart-shaped pillows and screwdrivers with built-in flashlights. Not exactly glamorous, but it taught him the skill most agency owners run from: sales. When he landed in Brussels in 2005, he fell into a job selling ads for EU Observer, one of the leading political publications at the time. His clients were the same organizations trying to get in front of policymakers. Over the next decade, he built a deep network and a knack for relationship-based selling. Eventually, he left to consult on his own, but by 2017, he hit the same wall most consultants do: "I'm making money… but it all goes to someone else." A lunch with his current business partner (a seasoned communicator who had served as spokesperson for governments, UN agencies, and the European Commission) led to a plan to build something together. Building a Niche Agency: Where Marketing Meets Lobbying Once they figured out their roles and what they brought to the partnership, Filip and his partner started making plans and realized something: Most agencies in Brussels fell into one of two buckets: Lobbying firms who knew politics but didn't understand digital. Marketing agencies who knew digital but didn't understand politics. No one sat in the middle. So they built an agency that merged both worlds, pairing policy context with high-quality digital production. At the time, it was a hypothesis, and a risky one. Only a couple of competitors existed. But they saw the gap and took it. Landing the First Clients by Leveraging Existing Relationships Filip is no stranger to knocking on doors to sell a product, and he would have for his agency. However, this wasn't the right environment for that, so when it came time to start looking for clients, he relied on his network. Filip's approach to sales was never transactional and he very much enjoyed building lasting relationships. This is something many agency owners overcomplicate. Filip's first step wasn't SEO, funnels, or paid ads. It was: "Let me call every single person I already know and ask them to grab a coffee." That alone got him his first tiny clients. It wasn't a big account. Five hundred euros for hours of work, and zero profit. But it built the early case studies they needed. Most agencies try to skip this part. They want the big brand logo first. But every agency you admire started by leveraging relationships and building proof. Pro tip: You should always continue to revisit these relationships. Reach out to that client and buy them a coffee. This is the low-hanging fruit that can get your agency out of a tough spot. If you're not doing this, you're leaving money on the table. How Deep Market Knowledge Helps in Hard Times By January 2020, Filip's agency was growing at a healthy pace, had a new office and a seven-person team. Then we experience COVID shut downs. Their contracts froze, clients stopped paying, and their pipeline evaporated. Meanwhile, the agency had fixed expenses and a growing team relying on them. Most agencies would've cut staff and hoped to survive. Filip didn't. Luckily, he understood his market: EU organizations operate on annual budgets. If they don't spend it, they lose it the following year. So he and his partner made the hard call: No salaries for themselves (they relied on their wives for a while). Keep the team. Use that time to aggressively market. Their bet paid off and by Q4, every organization that couldn't run events was suddenly scrambling for digital support. Their best quarter ever happened during one of the scariest years on record. It was the foundation of everything that came afterwards. Keeping the Team Inspired During Slow Cycles How do you keep a creative team motivated when client work stops? Filip's answer: "Let them create whatever they want." There were no clients nitpicking colors or people demanding designers to make the logo bigger. It was a rare opportunity for pure, unfiltered creative expression. The team remembers that period as one of the most enjoyable times in the agency's history, despite the financial uncertainty. Why Big Name Clients Don't Always Make the Best Case Studies Most agency owners are probably familiar with this scenario: A famous brand comes in with big expectations and a big budget, and you brush off early concerns thinking their reputation would suffice to make the use of their case story all worthwhile. It happened to Filip and, unfortunately, after dismissing those concerns, the client rewrote everything and destroyed the design. Now they couldn't even put it on their website. Filip laughs about this now, because it still happens. Sometimes the smallest project gives you the best case study. Sometimes the biggest one becomes a "please-don't-put-our-name-on-that" situation. Just show the work you're proud of, not just the work you were paid for. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training What a year. I sat down with over 100 incredible agency owners—and the insights were unreal. From million-dollar breakthroughs to hard-earned lessons, these founders brought the real talk. In this special year-end episode, I'm sharing the top 5 interviews that stood out most. To everyone who tuned in, shared an episode, or took action from something they heard—thank you. This show is for you, and because of you. Here's to a smarter, stronger, more scalable 2026. Let's go.   Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service.   AI, Efficiency & the Future of Digital Agencies | with Manish Dudharejia (E2M Solutions) If you're running a digital agency and wondering how the hell you're supposed to keep up with AI, automation, and shifting client expectations—this one's for you. Jason sits down with Manish Dudharejia, founder of E2M Solutions, one of the largest white-label partners for agencies, to break down where the real opportunities are—and what's about to get wiped out. Spoiler: Agencies that don't embrace efficiency will get eaten alive. Whether you're stuck in fulfillment hell or just trying to stay 3 steps ahead, this is a must-watch if you want to grow smarter, not grind harder.   From Freelancer to CEO: How Kriston Sellier Built a Scalable, Human-Centered Agency Kriston Sellier, Founder of Id8, shares how she broke free from the freelancer grind, stopped being held hostage by a single client, and transformed into a confident CEO with systems, a team, and a business that no longer revolved around her. We dig into the moment she realized she wasn't really running a business and how hiring a consultant changed everything (and brought in 25 new clients) This isn't fluff. It's the real path from chaos to clarity—one that too many agency owners skip because they're stuck reacting.   From $1M to $40M: How Chris Dreyer Scaled His SEO Agency with One Counterintuitive Strategy If you're an agency owner stuck managing chaos, wondering how the hell to grow without everything breaking—this is your blueprint. I sat down with Chris Dreyer, CEO of Rankings.io, who scaled his agency from barely breaking 7 figures to nearing $40 million in pure service revenue. And no, it wasn't because of some sexy funnel or overnight hack. It was because he doubled down on relationships. Favorite line from Chris: "You mean to tell me it's not worth $500 to go shake hands with a $125K client?" This isn't theory. It's what the top 1% of agencies are actually doing—and it's probably not what you're doing right now.   How to Build an Agency Team That Sticks & Clients Who Actually Respect You | Colin Hetherington I sat down with Colin Hetherington, founder of Dublin's Common Good and co-founder of Zoo Digital (which scaled to $3M+ with less than 5% turnover). Colin's the real deal—he's built agencies people love working at and clients want to stay with. You'll hear how Colin combined strategy, creativity, and technical execution to create an agency that stood out—and why focusing on team trust and clarity made all the difference. Whether you're scaling or starting fresh, there's gold in this conversation on how to lead without burning out.   Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Are you thinking about expanding your agency through acquisitions? Buying another firm can be one of the fastest ways to scale, but only if you choose the right partners and nail the cultural fit. Otherwise, growth can quickly turn into chaos. Today's featured guest has been through five acquisitions, each one teaching her a different (and sometimes painful) lesson about what truly makes a merger succeed. In this episode, she opens up about her biggest acquisition missteps, the cultural mismatches that nearly derailed integrations, forecasting errors she didn't see coming, and the identity challenges that arise when two teams collide. Kimberly Eberl is the Founder and CEO of The Motion Agency, a full service marketing and communications shop with offices in Chicago, Cincinnati, and Nashville. While the agency offers everything from creative to content, it is unusually strong in public relations with roughly 20 PR pros on staff. Kimberly has completed five acquisitions, navigated the cultural and financial highs and lows of M&A, and grown Motion into one of the most respected independent agencies in the Chicago market. In this episode, we'll discuss: When acquisitions help agencies scale—and when they backfire. Lessons learned from five agency acquisitions. Why agency owners often misjudge valuation and earnouts. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. From Fired Account Director to Agency Founder Kimberly jokes that she is one of those founders who got fired into entrepreneurship. At her previous agency, the account director role was undefined and impossible to succeed in. The revolving door should have been a clue. She lasted a year before being let go and scrambling to figure out her next move. With no grand plan, she fell into freelancing in 2006. The economy was healthy. The demand came fast. And pretty quickly she reached that moment every accidental agency owner hits. Either say no to work or hire help. She chose to hire. That early decision set the tone for the next decade. Instead of trying to do it all herself, she leaned into building a team and letting the business grow past her personal capacity. Outgrowing a Single-Service Model: Moving Beyond One Specialty Kimberly started as a PR pro. That focus worked for a while, but eventually she noticed how much money she was leaving on the table. Clients wanted websites, creative, content, and she was constantly referring the work away. The big shift happened when she decided to expand beyond PR and bring more capabilities in-house. This meant hiring outside her comfort zone and learning how to oversee work she could not personally do. That decision opened the door to real growth. Many agency owners get stuck right there. They stay in their one specialty because it is safe. Kimberly pushed through that discomfort and built a service mix clients actually wanted. The Reality of Acquiring Another Agency: Lessons from 5 Acquisitions Kimberly opted to add these new services through acquisitions. So far, she has completed five and every one had a different lesson. Her first major acquisition was bold. She bought an agency twice the size of her own. Financially and emotionally, it was a lot. Looking back, she admits she may not do a deal that large again, especially in a specialty she did not personally understand. But she also learned that size does not determine complexity. A one-person agency with contractors had just as many integration headaches as a larger shop. What mattered most was agency culture. Some deals looked perfect on paper but fell apart because the values, expectations, and behaviors did not align. One deal in particular was financially great and culturally awful. She kept one client from that acquisition. Another deal was financially terrible but culturally perfect. Years later, most of those staff members are still with her. Her biggest warning: never ignore cultural red flags during the courting phase. Take time to hang out with the sellers, how they operate, and experience their company's culture. Go to dinner, Travel together. You'll notice small behaviors (snapping over minor problems, chronic lateness, lack of transparency) that won't disappear after the contract is signed. Valuation Mistakes That Kill Good Deals Kimberly also dove into how she approaches valuations and why so many sellers get this part wrong. She focuses on future performance, realistic forecasts, and removing costs that will not continue after the sale. She also pushes back on inflated projections. If an owner claims revenue will double, the earnout should reflect that. Big promises are fine, but they should come with big accountability. One agency she walked away from wanted a valuation equal to twice their gross revenue. They were using cash-based accounting and ignoring profitability. It was an immediate red flag. Kimberly's advice to owners is simple. Build a business that is sellable even if you never plan to sell. Get your financials clean. Use accrual accounting. And be realistic about your numbers. Leadership, Loyalty, and the Hardest Skill — Letting Go As the agency scaled, leadership challenges became just as complex as financial ones. Kimberly admits she is confused about why she is the largest woman-owned agency in Chicago at only seventy people. She is proud of the title, but she wonders why more women are not reaching similar scale. There are no differences in capability, but many female founders still hit a ceiling often tied to loyalty, delegation, or difficulty letting people go. Some owners, especially women, treat their team like family and struggle to make hard decisions around performance. She admitted she has been loyal to a fault at times and is working on finding a healthy balance. Agencies function more like all star sports teams. The roster changes every year. People get promoted, moved, or sometimes released. That does not mean you failed. It means you are adapting so the team as a whole can win. Kimberly is even working on building hobbies outside her agency because she noticed how much of her identity was tied to work. It is a relatable struggle for founders who have poured years into their companies. AI Changes the Work, Not the Need for Agencies Let's be clear, agencies are not going away because of AI. Kimberly certainly doesn't believe that. She treats AI like an intern. Helpful. Fast. But still needing quality control, creativity, and leadership. Clients still want real relationships. They want someone who understands context and nuance. Agencies serving tech-savvy individuals will feel churn from AI, but agencies serving plumbers, service-based businesses, and non marketers will be fine. These clients want to stay in their lane and hire experts for everything else. Marketing evolves, but agencies survive because the business model adapts. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training What do you do when a business partnership fails? Do you try to engineer the perfect agreement so the exit is clean, or focus on alignment long before anyone signs anything? The truth is, most agency partnerships fail because owners rush into them without slowing down to see the cracks. Preparing for the worst is not pessimistic. It is how you protect the business you are trying to build. Today's featured guest has gone through failed starts, broken agency partnerships, and overcommitting his time as the owner for fear of losing opportunities. He'll unpack 25 years of wins, mistakes, and hard earned clarity, from building his agency and how the biggest breakthroughs came from leadership shifts rather than marketing tactics. Andy Crestodina is the co founder of Orbit Media, a Chicago based web development and optimization agency approaching its 25th year in business. Orbit has grown to a team of fifty five and more than eight million in annual revenue. Andy is also one of the most respected voices in content marketing, with millions of readers, hundreds of speaking engagements each year, and a reputation for teaching real strategy instead of recycled tactics. In this episode, we'll discuss: Slow, organic for consistent agency growth. What a failed agency partnership can cost you. The hire that gives an agency founder their time back. Learning when "yes" becomes the problem. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. How Slow, Organic Growth Built a 25-Year Agency Andy was working as an IT recruiter in the nineties and found himself bored at his day job. He didn't get to build anything in that position and he had a lot of ideation urging him to do something else. Luckily, the internet offered him that chance. He could build a website and channel his creative energy through that side project. But could he do it full time? He had no resume and no portfolio to present to a potential employer. He realized it was easier to get a client to take a chance on him than it was to convince an employer to hire him. So he and a high school friend started building sites. The first partnership failed fast and then the second attempt grew slowly, quietly, and steadily for 25 years. The secret was not paid ads or cold outreach. It was content. Consistent publishing, useful insights, and a commitment to organic channels long before that became mainstream advice. When Agency Partnerships Go Wrong and What It Really Costs There are many stories of successful partnerships in the agency world, but overall the disaster stories are much more common. As Jason says, you either know the bad partner or you are the bad partner. Andy lived through one of the toughest versions of that story. He had three partners for a while. One of them ran an unprofitable department. Responsibilities were unclear. Values were not aligned. And when it came time to clean up the mess, a poorly written shareholder agreement became a bigger problem than the partner himself. Andy had to mortgage his home and personally lend the company money to buy out the partner. The agreement used the wrong valuation formula. The partner dragged his feet and what should have been a difficult but clean process turned into a long, expensive, emotionally draining separation. Looking back, Andy says something most founders never admit. A handshake would have been better than the shareholder agreement they had. The real mistakes came earlier: saying yes to a partner who did not share the same values, not slowing down long enough to evaluate the deal, and being hungry for growth and ignoring misalignment. The Leadership Hire That Gave the Founder His Time Back Around this time of misalignment between partners was when a long time client turned management consultant stepped in. He saw tension inside the partner group, so he moved to do a 360 review and surfaced the problems that no one wanted to say out loud. Andy was quick to spot that he would be a great addition to the agency, and so eventually, he became the CEO. That single hire changed everything. Andy was doing all the sales and marketing. Meetings all day. Proposals all night. Burning energy on tasks someone else should have owned years earlier. Once his new CEO came on board, he built systems, built a sales process, hired strategists to handle qualification and scoping. Suddenly Andy had 20 hours a week of his life back. He poured that time into content and went right into work. He doubled publishing frequency, launched a conference, wrote a book, held monthly live events, shot videos. The brand exploded. Their reach multiplied. The inbound engine went from effective to unstoppable. This is the founder shift so many agency owners avoid. Letting go. Delegating the work that drains you. Investing your best energy into the work that grows the company, not the work that maintains it. Saying Yes, Saying No, and Protecting Your Energy Andy admits he still overcommits. He still says yes to speaking engagements because he loves the stage and it generates leads, even though the constant travel wears him down. This is something many agency owners have to face. You may want the brand, speaking gigs and reach. But you also want to protect your energy so you do not turn into the hero who disappoints people when they finally meet you. At some point, you have to choose where your yes goes. Andy chose articles, newsletters, LinkedIn, webinars, a conference, and in person events. He let go of podcasting. He narrowed his focus so he could go deeper. That discipline, more than any tactic, is what keeps his inbound engine healthy 25 years later. The Tension Between Culture and Profit How do you balance loyalty to your team with the need for profit and EBITDA? Andy is still trying to figure this out. His team has an average tenure of eight years. Some team members have been there twenty. Andy cares deeply about them and their families. But agencies face moments when bonuses, salaries, utilization, and capacity collide. Where doing right by people and doing right for the business feel like competing priorities. There is no perfect answer. But there is a direction. Take care of your people first. Trust them to help you solve the profit problems. Fix leaks. Raise rates. Tighten scope. Operate like owners. And when the agency wins, let your team win with you. Culture breaks agencies faster than anything else. Profit can be fixed. Culture cannot be patched over. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training What would you do if the merger you believed would change everything suddenly collapsed? Agency owners often dream of the big exit: the acquisition, the payday, the validation. But if you've been in this industry long enough, you know the story rarely goes as planned. Today's guest lived through the dot-com boom, a merger gone sideways, a rare "un-merger," and multiple reinventions across three decades. Today's featured guest is an agency owner who lived through the dot com boom, a merger gone sideways, an unmerger (a rare event), and multiple reinventions over three decades. He'll talk about his journey and the lessons he's gained in resilience, clarity, and what it means to build a business that lasts. Tom Snyder is the founder and CEO of Trivera, a Milwaukee-based agency that originally launched in 1996 under the name Website Solutions. He got his start back when tables ruled the web, Netscape Navigator was leading the browser war, and you had to explain to clients what the internet even was. Tom's agency grew quickly through the dot com boom, became part of an early multi-agency rollup, unmerged after the dot com crash, and later rebuilt itself around strategic services, recurring revenue, and emerging technologies. Thirty years later, he has seen nearly every high and low this industry can deliver and has the scars and wisdom to match. In this episode, we'll discuss: The roll up that seemed like a dream and the subsequent meltdown. The rare chance to unmerger. Learning to adapt to new technologies. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. The Early Days of the Web: A Front Row Seat to Digital History Tom got into websites before most people even understood what a web browser was. He recalls visiting a friend in 1995 who showed him a website for a local jeweler. The fact that someone in Milwaukee could suddenly sell jewelry to anyone in the world blew his mind. That spark soon became Website Solutions, a one-man shop in his duplex basement that grew into a million-dollar agency within three years. These early days were defined by scrappiness. There were no WordPress installs, no Mailchimp, no Shopify. Agencies wrote their own CMS platforms, email tools, and ecommerce systems. For years, Trivera worked on project-based engagements. Sell a website. Build it. Launch it. Then hunt for the next one. It created a revenue roller coaster that made it hard to grow. Then the breakthrough came when someone asked a simple question: Why are you not offering annual retained services? Once they shifted the model, everything changed. Retainers gave them predictable cash flow, stability during downturns, and the ability to build deeper, longer-term partnerships. Inside the Dot-Com Boom and the Rollup That Promised Millions By the late nineties, agency rollups were happening everywhere. Big groups on the West Coast were buying smaller shops at high valuations, promising stock payouts that would multiply as the group grew. Tom's agency was acquired by one of these rollups. The offer was attractive: $1 million in stock with the expectation that it could balloon into ten million within a couple of years. For Tom, this was more than a payday. It felt like a way to secure better opportunities for his team. Higher salaries, better benefits, more resources. All the things agency owners often think a larger parent company can provide. But as the ink dried on the deal, the dot com crash hit. Internal battles erupted among the agency owners inside the rollup. Some wanted to scale fast and sell. Others were emotionally attached to their agencies and resisted change. As the economy collapsed, so did the plan. When an Agency Merger Falls Apart Tom describes the internal environment as chaos. Agencies within the rollup started blaming one another for the downturn. Some owners viewed Tom's Midwest operation as a weak link and argued it was a mistake to acquire them. Then came the breaking point. At a Las Vegas meeting that was supposed to chart a path forward, Tom learned that he would lose control of his agency. His wife, who served as CFO, would be dismissed. His team would report to another agency owner. This happened on September 10th. The next morning, as they sat in their hotel room trying to process what to do, the news broke that planes had hit the World Trade Center. The world changed, and so did their priorities. In that moment of clarity, they made the decision to walk away and unmerge. How a Rare Un-Merge Saved the Agency Unmerging from an agency rollup almost never happens. But because the rollup was already fracturing, the leadership was surprisingly open to it. They returned most of the shares, let Tom keep a small portion, and released the original agency name. From there, Tom and his wife rebuilt everything from scratch under a new identity. Although it felt like the right decision to make, they were still exiting what was still a financially stable operation to start from scratch, which was a scary but necessary step to take. They brainstormed names that felt Greek or Latin until they arrived at Trivera. The name itself was available only because the previous owner had just let the domain lapse. It felt like a small sign that starting over was the right move. This reset allowed Tom to build the agency the right way. No irrational exuberance, burn rates, or pressure to sell. Just strong culture, smart financial discipline, and an eye on durable business fundamentals. How Adapting to New Technology Helped Survive in Crisis After the dot com crash, new technologies created fresh opportunities. SEO, email marketing, mobile, and social opened new revenue streams that helped Trivera rebound each time the economy dipped. Tom noticed a pattern. Every downturn was followed by a brand new marketing wave that rewarded the agencies willing to embrace it early. One of the most pivotal moments came during the 2009 recession. The agency had lost clients, payroll was tight, and they needed a breakthrough. Everyone was asking about social media at the time, so Tom and his team built an event called Social Media University. They hustled for two months and ended up selling 400 tickets. The sales and sponsorship revenue kept their payroll alive and catapulted them into a new service category. Events like this do more than create revenue. They cement authority, give an agency a story in the market, and in Tom's case, it opened doors to new clients and positioned them for the next evolution of the agency. Letting Go of Comparison to Stay Focused on the Journey Despite the wins, Tom admits there were years he compared his agency to others and wondered why they scaled or sold faster, especially some that got the tools from his very social media event. It is easy to feel behind when you see competitors raising money, getting acquired, or shouting big revenue numbers. However, there's very little one can actually know about other agency's purchase deals. These stories are incomplete. You never know what the real terms were. You never know the headaches behind the scenes. And you definitely never know if they actually took money home. Success in the agency world is rarely a straight line. It is more often a messy, winding path filled with reinventions, hard conversations, and moments when you question everything. So agency owners struggling and watching others reach new milestones should remind themselves that longevity comes from resilience, not a perfect upward curve. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training As a user, do you still use search engines or have completely defaulted to AI? How will this shift reshape the agency world? How will ads work when people are only getting the one answer they need? Most agency owners are still treating SEO like it's 2012 — optimizing keywords, buying backlinks, and praying to the Google gods. But search has already changed. People are asking AI for answers, not Googling for links. And if you want your agency or your personal brand to stay visible in this new era, the rules are completely different. Today's featured guest will unpack the shift from SEO to AEO and why most businesses are invisible to AI without even realizing it. Kasim Aslam is one of the world's leading voices on Answer Engine Optimization. He runs one of the largest AEO communities and leads a six person research team that has analyzed millions of AI citations to understand how large language models choose their sources. He is also the author of The AEO Blueprint and the founder of multiple companies, including a staffing agency, a mastermind, and AEO.co. Kasim has spent the past year deep in the trenches studying how AI crawlers gather, filter, and prioritize information. When it comes to AEO, nobody has more real data. In this episode, we'll discuss: SEO is over. Understanding AEO. Why brands may get lost in LLMs. The quiet Google change that just changed everything in AI citations. The future of ads. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. Why SEO Is No Longer Enough: The Rise of Answer Engine Optimization (AEO) To understand Answer Engine Optimization, we must first understand that, despite what some agencies may be saying, it is not the same as SEO. Traditional search engines prioritize links. That is why entire industries exist around buying them. In the world of LLMs, backlinks barely matter. The number one ranking factor for AI citations is schema markup. And only 12.4% of websites have clean, validated schema. In other words, nearly 90% of brands are invisible to AI crawlers, regardless of how strong their SEO is. Schema isn't just another optimization tactic. It is the visibility layer. It is the metadata that helps LLMs understand and categorize your content. If your schema is broken or missing, AI cannot reference you even if your content is excellent. This is the equivalent of having a beautiful storefront on a street no one can find. The second key is social mentions. In the same way SEO relied on links, AEO relies on people talking about you. For instance, a TikTok comment from someone in the agency industry saying Jason Swenk is their go-to agency guy counts as an authority signal. LLMs weigh these human mentions heavily. Finally, a lot of the nuances on AEO are changing every day, but Kasim has learned that the real key is building authority, long-form content. That along with clear schema and personal brand is the future of staying in the conversation. Why Personal Authority Beats Brand Authority in AI Search One of the biggest shifts Kasim highlights is that answer engines prefer individuals. A person can write a book, earn a PhD, share opinions, create content, develop mastery, and build authority in a way brands cannot. That means generalists are in trouble. If your expertise is scattered, AI won't know how to classify you and won't choose you as an authoritative answer. Meanwhile, someone who goes deep in a single topic becomes the preferred answer. It is a shift away from corporate brand authority and toward personal authority. Authority is not spread across a company anymore. It sits with people. Agencies that hide behind a brand name will lose visibility. Personal brands that plant a flag will win. For agency owners, this is huge. You do not need a bigger brand. You need clear expertise tied to a real person. This is exactly why Jason positions all the Agency Mastery content around him. Personalities thrive. Brands get lost. Where LLMs Get Their Data (and Why That Just Changed Overnight) Kasim's research revealed that 21 percent of all AI citations once came from Reddit. YouTube followed at 18.8 percent. These platforms had deep context and raw human conversation, which LLMs love. Then Google quietly changed everything. Twenty two days before the interview, Google cut off 90% of the internet from AI crawlers by reducing search results from hundreds to ten. Because LLMs rely on deep search results (not the top ten), reducing the searchable depth limits the information AI can access - removing platforms like Reddit from the AI training pipeline. AI tools rely heavily on these deeper results for nuance. By limiting access, Google essentially removed Reddit and other community based sites from the AI food chain. This change sent shockwaves through stock prices and visibility, and most people never noticed. Google is protecting the content needed to train AI because only two organizations truly own the global knowledge graph: Google and Amazon. OpenAI and the rest are crawling, not casing, the internet, which means they operate at a major disadvantage. Google is playing statecraft. And according to Kasim, Google will win the AI race. The Rise of Screenless Search and Voice-Driven Results According to Kasim, we are quickly moving toward a screenless world. Eric Schmidt has said the screenless future is years away, not decades. And the younger generation is already there. Over 55 percent of people under 25 use voice instead of text. Voice queries require different markup, structure, and formatting, and only 0.3 percent of websites use voice schema. Meanwhile, 65 percent of all searches end in zero clicks. People are asking, getting an answer, and moving on. That number does not even include the people who have stopped using search altogether and have already shifted to answer engines. This means your future website is not for your audience. It is for AI. Kasim is rebuilding his personal site in Notion because he believes CSS-light, simple, stripped down sites will perform better for AI ingestion. We are entering a world where content is created for machines first and humans last. How Google Gemini Is Rewriting the Future of Advertising Here is a wild data point. When Kasim set up new Chromebooks for his kids, he discovered the default search engine was not Google. It was Gemini. Google owns Chrome. Google owns Chromebooks. Yet they replaced its primary revenue driver on its own device with a product that currently has no ads. This tells you where the company is headed. They are rebuilding a new knowledge graph optimized for answer engines, while competitors still reply on the old search-oriented graph. And the future ad model will be nothing like what agencies grew up on. If one answer becomes the default experience, where do ads go? How are they shown? What are users willing to tolerate? And will businesses have to give away deep content to earn visibility the same way early YouTubers and bloggers did? These questions will reshape the entire lead generation ecosystem. Data, Moats, and the K-Shaped Economy The people who win in this new world are those who own data. Not tool access or workflows. Data. Custom GPTs, custom models, and proprietary knowledge bases become your moat. We are entering a K-shaped economy. Twenty percent of people and businesses will become unstoppable because their productivity will outpace demand. Eighty percent will fall to zero. The middle disappears. That means agency owners must adapt, evolve, and lean into deep expertise. Vibe coding (the rapid, exploratory use of AI tools) and no code platforms are accelerating this divide. Kasim's team recreated a software that normally costs ten thousand a year in a weekend. Entire SaaS categories are about to be wiped out. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Have you ever felt like enterprise clients were running your agency instead of the other way around? Buried in endless proposals no one reads, forced into rushed timelines, or watching your margins shrink every time a project drags out? Today's featured guest opens up about how he broke out of that exhausting cycle. Instead of over-delivering just to keep big clients happy, and seeing little return, he made the bold decision to focus on smaller, more committed clients who were ultimately more profitable and easier to build long-term relationships with. He'll share what he learned about sustainable growth, including why productizing your services sounds great in theory but can actually become counterproductive when it only happens externally. He'll also explain the sales shift that changed everything: offering a low-risk, "foot-in-the-door" engagement that qualifies prospects, builds trust, and creates a smooth path into deeper service offerings. Charlie Clark is the founder of Minty Digital, a boutique SEO agency focused on travel and lifestyle brands that originally launched in Barcelona and now operates from London. In this conversation, he'll break down the mindset, systems, and strategy needed to stop chasing validation from big brands and instead build a business where profitability, alignment, and respect come first. In this episode, we'll discuss: Why mid-market clients deliver higher profits than enterprise. How internal productization increases efficiency by 3X. How clear pricing transforms the sales cycle. How AI forced a new level of adaptability in SEO agencies. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. From Struggling Freelancer to Sustainable Agency Growth After a short stint in an agency at age 22, Charlie tried to go solo before realizing he didn't yet know how to grow a business. He assumed he could do it on his own and quickly learned he wasn't ready yet. Instead of quitting, he got a job as a Digital Marketing Manager, where he could make mistakes, learn operations, and understand what actually works inside a business. Moving to Barcelona created the perfect environment for momentum. His one-month stay turned into ten years after he landed several clients within weeks. His first retainer was €500 a month, which he laughs about now, but he admits it took years before he learned how to price correctly and move away from low-margin retainers. Those early years were full of trial and error, but the big breakthrough was realizing that charging more wasn't always the key to profit. Charging smarter was. Real Profit Lives in the Middle, Not the Top One of the strongest lessons Charlie learned was that bigger retainers did not equal bigger profit. Working with enterprise clients, he saw they could easily squeeze margins, the team would end up over-delivering, and on top of it all, payment terms were a nightmare. After years, he realized these clients often cost the agency money when the team over-delivered just to keep them happy. By contrast, the clients who had been with him since the early days, the ones paying between three and six thousand per month, were the most profitable and the most loyal. They bought the same deliverables. They stayed for years. And they matched the agency's internal processes beautifully. Once he realized this, he moved to intentionally pursuing that sweet spot. Not the five figure monthly retainers or the cut rate ones. The predictable, operationally aligned middle where the team can deliver consistently and profitably. For Charlie, this changed everything from sales cycle speed to team alignment to lifetime value. Internal Productization: The System that 3X Efficiency Many agencies think productization means selling rigid packages that make you look less strategic. Charlie took the opposite approach. Internally, his team adopted highly productized systems, templates, and SOPs. They knew exactly what to do for a three thousand dollar client versus a six thousand dollar one, and how much effort each one required. Externally, the offer still looked consultative and customized. Clients saw a broad range of what could be included, but the delivery stayed tight behind the scenes. This improved profitability, gave the team clarity, and dramatically sped up onboarding. The biggest win? It eliminated the "start from scratch every time" problem that slows agencies down and kills margins. How Clear Pricing Transforms the Sales Cycle Before productization, Charlie would spend hours on proposals that often got ghosted. Once he added transparent pricing, clear expectations, and prequalification to the website, the right clients were self-selecting before the call even happened. By the time he spoke with them, they understood the price and the structure. Now he closes clients on the call or even through a single WhatsApp message. This is the power of clarity. It shortens cycles, reduces friction, and saves enormous amounts of time for a lean team. However, transparent pricing attracts budget mismatches, so Jason recommends removing pricing from agency's websites and switching to triage calls and the Foot-In-The-Door model. At the end of the day, there are a thousand ways to create a better sales process. What matters is that it filters, qualifies, and positions you as the advisor. Why a Paid Discovery Offer Builds Trust and Prevents Ghosting Both Charlie and Jason agree that a small, paid upfront engagement solves the biggest challenge in agency sales. Trust. SEO agencies in particular fight an uphill battle here. The barrier to entry is low. There are thousands of one-person shops. Many prospects have been burned before. A small paid engagement builds confidence, shows value quickly, and prevents ghosting. The Foot-in-the-Door offer should be simple, done live with the client, and designed to build the relationship. Not overloaded with deliverables that overwhelm the client and make them feel uneducated. When done right, it leads naturally into a larger project and then a retainer. Charlie's Kickstart product functions the same way. For eight hundred dollars, clients get quick wins and clarity. It works because it gives prospects a safe way to test the relationship and because it positions the agency as a trusted advisor instead of a vendor chasing a proposal. How AI Forced a New Level of Adaptability in SEO Agencies Charlie admitted that two years ago he felt bored with SEO. Then AI exploded. Search interfaces changed. Clicks shifted. And suddenly the industry was moving faster than ever. For many agencies, this uncertainty created fear. For Charlie, it sparked energy. He leaned back in, started speaking at events, ran experiments on AI search, and brought a fresh curiosity back to himself and his team. He described the past year as a sink-or-swim moment for agencies. The ones who coasted struggled. The ones who adapted thrived. Lean teams with solid systems could move faster and deliver more value. In his words, being nimble is now a competitive advantage. Figuring out AI reignited his passion in the business but it was far too much to tackle alone. This is why agency owners should have a community to lean on to try to figure out changes in the industry. Your network will determine your speed of growth. Agency owners who surround themselves with peers sharing what works and what fails will survive the next wave of industry change. The ones who go alone will struggle. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Why do clients keep asking for deliverables they don't actually need? How to get them to focus on the outcome instead of the task list? Every agency owner has had clients show up asking for a website, SEO, or a million social posts, when what they actually need is something much deeper: more leads, more profit, more time back, and a business they're proud of again. Today's featured guest broke down how he built an 11-year-old shop that delivers exactly that. We dig into why small businesses really hire agencies, why "selling SEO" is a trap, and how simplifying complex work can make your agency more profitable, more trusted, and a hell of a lot easier to run. Niecolas Biggi, Founder of The Gorilla Agency a full-service Oregon digital agency that helps small businesses achieve their marketing goals. After applying to 31 agencies and hearing absolutely nothing back, he decided if no one would hire him, he'd simply build the place he wished existed. Eleven years later, his agency helps small businesses fall in love with their companies again by delivering marketing that feels personal, purposeful, and rooted in truth—not hype. In this interview, we'll discuss: Why clients don't want SEO and what small business are really buying. How radical simplicity makes agencies more profitable. Walking away from big clients to make your agency stronger. How AI is changing client expectations. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. Why Clients Don't Actually Want SEO (And What They're Really Buying from Agencies) Niecolas knows why his clients first reach out and he understands that, in reality, no one wants SEO. No one wants a website. No one wants a content calendar. What they want is for their phone to ring. They want predictable revenue and to stop feeling behind. Basically, they want a business that finally looks and performs the way they imagined when they started it. Hence, when Niecolas sits with a new client, he doesn't take their request at face value. He keeps pulling the thread: Why do you want that? What are you really trying to fix? What's happening behind the scenes that made you reach out today? By the time he gets to the core problem, the tactical service almost never matches the thing they originally asked for. And that's where trust is built—showing clients the real path to their desired outcome, not the task list they think they need. As he puts it: Services are the toolkit. Outcomes are the reason you pick up the tools. How Radical Simplicity Makes Agencies More Profitable and Improves Client Trust During client meetings, Niecolas strives to strip away the complexity agencies tend to hide behind. Clients don't want a masterclass in keyword density or a dissertation-length PDF they'll never read. They want clarity. To him, the best operators and the best salespeople think like teachers. Teachers take complicated ideas and make them accessible. They speak in a way a fifth grader can understand, because simplicity builds confidence, and confidence builds buy-in. Inside his own agency, this shows up in the way he trains his team. No silos. No "not my job." Everyone learns how every part of the system works, from content, SEO, design, dev, and strategy. That shared understanding creates respect, efficiency, and a culture where no one feels like they're building in the dark. Everyone in his team is taught that no one is above anyone and they're all running the machine together. It's a mindset that creates accountability among the team and helps the client understand exactly what they're paying for. Why Saying No to Big Clients Can Make Your Agency Stronger Every agency owner has a moment where the "big" client forces them to rethink everything. For Niecolas, it was early on, when a client offered him more money than he even asked for ($10k a month) and three months later, he fired the client. On paper, it was a dream account. In practice, it drained the team, misaligned with their process, and became the catalyst for rebuilding the agency from the ground up. He spent two years refining every process—on-page and off-page SEO, content creation, design systems, communication workflows—all centered around one thing: making sure clients always know where their money is going and how it's working. Most agencies duct-tape their operations when things get messy instead of rebuilding the underlying, broken system. Niecolas rebuilt his foundation truly believing that all business owners need is for someone to create systems, truly listen to them, and help them articulate what they do for their clients. Authenticity Converts (And Your Clients Need Your Help to Show It) Niecolas's wife unknowingly became the perfect case study for modern buyer behavior. Before choosing anything (restaurants, local services, events) she checks: Reviews Menus FAQs Photos Location Details User experience Credibility That's what most customers are doing, and the standard Niecolas sets for his clients. He wants to work with businesses that engage with clients and answer their questions, show their work with real photos, tell compelling stories, show proof, have a clean, intuitive website. If it doesn't pass what Niecolas calls "the wife test" — if a business doesn't have clear answers, real photos, social proof, strong UX, and transparent information — it doesn't ship. And the same goes for exclusivity: Niecolas refuses to work with two companies in the same industry and service area. He wants to make one the best, not compete against himself for small wins. How AI Is Changing Client Expectations and Why It Won't Replace Agencies Niecolas sees AI from both angles: the opportunity and the threat. On one hand, AI makes clients think everything should be instant and $500. He's already had clients send him AI-generated instructions like they're firing off tasks to a robot. The danger isn't AI itself but rather clients misunderstanding what real strategy, design, content, and user experience actually require. But the other side is where he sees massive upside. AI removes the repetitive, thankless tasks that bog agencies down. It gives teams more room to think, solve, and create. It lets agencies deliver more value, not less, if they use it correctly. AI doesn't replace strategy and, more importantly, it doesn't replace the human connection that actually closes deals. Your network is your edge. Tools evolve but human trust, real expertise, and the ability to guide clients through complexity—that doesn't. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Would you ever walk away from a "dream job" to start over from scratch? And if you've spent years building a career inside big brands, does it ever feel like it might be too late to launch your own agency? Most people talk about leaving their corporate job to chase something bigger. Very few actually do it, and even fewer jump without a parachute. Today's featured guest is one of those rare ones. After nearly two decades leading social, content, and influencer teams for household brands, he walked away from his so called dream job to start his own shop without any safety net. Today, he calls himself a brand guy who happens to own an agency. Eric Gray is the owner of Maverick Content Studio, a twelve person, social-first agency for Fortune 500 brands. After a long and successful career in corporate, where he spent eighteen years building high performing social and content teams for companies like Universal Parks & Resorts, Eric realized he did not want the future he saw in front of him. He left Universal with two months of savings and zero clients. His story is a blueprint for leaders wondering whether to leave corporate and build something of their own Today his team works with brands like Advent Health, Winn-Dixie, and Travel + Leisure, helping them build audience, loyalty, and relevance through social-first content. In this episode, we'll discuss: Why target Fortune 500 brands? Why most agencies fail at building their own brand. Leaning on the power of personal brands. The hardest challenge of growing a young agency. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. Walking Away from the Corporate Dream Job At age forty-one, Eric had success on paper but a growing dissatisfaction in real life. He was leading big teams, holding a prestigious role, and doing work others envied. But he felt stuck inside a corporate machine that limited purpose and impact. Although he's thankful for the time he spent in that world, he didn't believe he was living his full purpose inside an organization with lots of bureaucracy. With the support of his family and his pastor, Eric decided he didn't want to get to his later years wishing he had taken more risks and took the jump to find out what could happen if he bet on himself. Leaving was messy, scary, and absolutely not the playbook move. No freelancing ramp up. No contracted clients. It was no tidy transition. Yet he trusted that his experience and network would open the next chapter. Looking back, it did. Why Target Fortune 500 Brands? Most new agency founders start small. Eric went in the opposite direction. He targeted enterprise brands from day one because that is where his expertise lived. He had already built the blueprint inside Universal Parks & Resorts and believed he could help other brands treat social as more than an afterthought. Eric knew many enterprise brands still underinvest in social. They focus on one big campaign or hero asset while ignoring the loyalty and connection that is built through consistent storytelling. His agency's entire model revolves around what he calls the connection strategy. It is the belief that brands win when they create emotional relevance around the stories customers already care about. Furthermore, large brands have large scopes, which also means you do not need forty clients. You just need the right five. That became a core advantage as they started growing. Building the Early Client List Through Relationships Eric did not cold call or blast DMs. He leaned into what he had spent years building. A strong network with strong relationships. Most of their early clients came from people who had worked with Eric before, or from friends of those people inside other major brands. Big companies talk to each other more than you think. This doesn't mean it was easy for them. They still have a lot of work to do to break through. But if you invest in your network before you need it, it becomes your biggest shortcut when you step into entrepreneurship. Why Most Agencies Fail at Building Their Own Brand But Eric points out that almost no agencies truly build their own brand. They hide behind their walls and hope referrals save them. Others talk about themselves, focusing mainly on their people, process, and portfolio. Meanwhile they tell clients to produce consistent content, invest in story, and build an audience. When Eric launched Maverick, he refused to be another guy who leaves a corporate job and posts the generic LinkedIn announcement. He started building his personal brand alongside the agency's brand from day one, and worked with his wife to make his agency look and feel much larger than its actual humble beginnings from their home offce. Perception matters if you want to enter rooms above your weight class. The Power of a Personal Brand Eric leaned into his background in sports radio and launched the Radical Content podcast. Within a few months he secured major guests like the former CMO of Chick-fil-A, the head of digital for NASCAR, and leaders from Crocs and other major brands. Those interviews became relationships. Those relationships became visibility. And that visibility opened doors for the agency. The agency's channels became secondary to Eric's personal channels. Not because the company brand did not matter, but because personal brand builds trust faster than corporate messaging. Systems, Volume, and Practicing What You Preach Eric put serious resources into his content system. It started rough, with a single producer who did not fully work out. But it evolved into an eight person content ecosystem producing weekly episodes, daily clips, statics, and text posts. He treats his own brand as the test kitchen for the strategies they deploy for clients. When you do that, the content feels authentic and the results are real. For him, if you stay in the background and don't talk about who you are and what you do, you're losing valuable opportunities to build your audience. You should be the guinea pig for everything you sell. The Hardest Challenge of Growing a Young Agency Two types of struggles hit new founders: agency struggles and the first time entrepreneur struggles. On the agency side, Eric is unrelenting on talent. He will not hire someone just because they have experience. Their standards are high, which means the search takes longer. Orlando is growing but not a major market for high level social and content talent. They once received nine hundred applicants for a creative director role. On the founder side, the hardest challenge is mental. Building a company that feeds twelve families is a heavy responsibility. The expectations you have for where you think you should be often do not match where you actually are. That gap can mess with your head. Eric uses a list of personal non negotiables to stay mentally sharp: hard morning workouts, time with faith, reading goals daily, taking short breaks during the day, reviewing priorities, and going to bed on time. The last one is the hardest for him. But like most discipline problems, skipping the basics is usually what leads to feeling off. Why Agency Entrepreneurship Requires a Long Game Mindset For Eric, entrepreneurship is staring the hard thing in the face and moving forward anyway, which is where his non-negotiables come in. For his part, Jason has always treated entrepreneurship as a game. Sometimes you do everything right and still get hit with a bad roll of the dice. The goal is not perfection. It is persistence. The memories you keep are rarely the easy seasons. They are the nights you and your team fought through the hard stuff. For this reason, his advice for agency owners is to have fun along the way. Don't wait until your kids are grown or your agency is sold to live. Make the journey the part you enjoy. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training What if growth doesn't make things easier but actually just raises the stakes? Agency life looks glamorous from the outside, but the real growth usually starts in the messy middle. Today's featured guest just wanted to build something of her own, but quickly learned that growth means the challenges get harder, instead of easier, and that your client and team retention will always be the best measures of success, since it means you've managed to build a business that has a real impact on clients and a culture people never want to leave. She'll share the pressure she felt as the agency got bigger, how she learned to celebrate the little wins, and how she built a culture that has truly worked as a strategic advantage. Elyse Lupin is the president and founder of Elysium Marketing Group, a full-service agency specializing in food and franchise marketing. With more than a decade of running the business, she has scaled from a new mom charging a thousand bucks for her first client to leading a well known, franchise-focused marketing team recognized for expertise, execution, and a culture clients genuinely enjoy working with. In this episode, we'll discuss: Why growth gets harder as your agency scales. 2 metrics that actually predict agency success. How culture became her agency's competitive advantage. The importance of letting go instead of babysitting tasks. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. How Mentoring Can Be the Push You Need Elyse started her agency during what most people would consider the absolute worst time to make a career change. She had a newborn, a mortgage, and a job that drained her every morning as she left her child in daycare. That friction reached a breaking point. A mentor tossed out traditional job options, but Elyse surprised even herself when she said, "I just want to start my own thing." Instead of talking her out of it, that mentor became her first client. It's one of those decisions you look back on and realize how thin the line is between staying stuck and building something you love. In the early days, she charged way too little, as nearly all agency owners do for those first engagements. But like she said, ignorance can be a gift. When you are early and scrappy, you move fast and celebrate every small win because you have no idea what's coming next. Why Growth Gets Harder, Not Easier After eleven years, Elyse said she was shocked by how the difficulty of running an agency evolves. Things do get easier in some ways, but each stage comes with a new complexity level. As the agency grew, so did the pressure to hire better people, keep up quality, retain clients, and juggle new demands that never existed in the early days. You go from hands-on fulfillment to team building to culture shaping to visionary leadership. Each level is a different skill set and none of it is simple. Scaling is not a victory lap. It is a longer, more strategic version of the same game you started with: solve the next problem without losing momentum. For Elyse, it's all about stopping to celebrate the little wins and let herself enjoy watching her team crush new challenges. 2 Metrics That Predict Agency Success: Client and Team Retention A lot of agency owners fall into the trap of measuring success by employee count or top line revenue. Elyse prefers to track retention. She considers it far more meaningful. Clients only stick around if they are getting results and some of her clients have been with her agency since the beginning. Employee retention matters just as much, because no amount of growth means anything if the team delivering the work is burning out or bailing. Even during COVID, when most of their food clients disappeared overnight, Elyse's agency found a way to pivot into B2B, protect the team, and still grow. Not at the same pace, but still upward. That speaks to culture, resilience, and leadership. In the end, what really matters is how happy you are in the business, whether or not your team is happy, and how profitable the business actually is. These are the things that will guarantee you stay in business and not start to resent it. How Culture Becomes an Agency's Competitive Advantage Elyse's agency has a spirit week. costume day. concert tshirt day. team jersey day. They joke about team members hearing her excitement through the office walls. But behind the fun is something serious. A happy team performs better, stays longer, and delivers higher quality work. She also implemented rituals that reinforce positivity and growth. Every Friday on remote days, they kick off with Wins of the Week. Team members spotlight others who went above and beyond, which forces everyone to pause and recognize progress. Then there is Elysium Advancement, a bi-weekly internal training where someone teaches a new AI tool or system. It keeps the whole agency sharp without overwhelming everyone with the nonstop flood of new tech. Finding the Balance Between a Remote and In-Person Team Elyse's agency is in office Monday through Thursday and remote on Fridays. She believes their productivity is higher together, especially since half the business is design focused. Instead of 15 email threads, they solve problems in 30 second conversations. Some teams thrive remote. Others thrive together. The important thing is knowing which one your agency needs. For them, an in-person environment helps them move faster and design better. Letting Go: Building Leaders Instead of Babysitting Tasks Most agency founders struggle with this. Elyse has built three strong department heads who now own their areas. Sure, she still has a hand in more than she probably should, but the structure is finally allowing her to think bigger instead of babysitting tasks. She also knows what her team would tell her to stop doing. Being too loud in the office. Which, as problems go, is one of the funnier ones. The Power of Picking a Niche Years ago, Elyse heard this very podcast's advice about niching down and resisted it. Like most agency owners, she felt her client base was too broad to narrow down. After COVID, she finally made the leap and put a stake in the ground around franchise marketing. She got her Certified Franchise Executive credential, doubled down on franchising events, and made franchise marketing a core part of the brand. And the decision paid off immediately. Franchise systems want a partner who understands their world, their FDDs, their local store marketing needs, and their complexity. Her agency became that partner. And with that clarity came authority, opportunity, and recognition. Niching did not reduce her client pool. It strengthened her position and made her easier to hire. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training AI is changing the agency landscape faster than most owners can keep up with. Tools are popping up daily, clients are asking if rates should drop, and your team is either fired up or freaked out. Today's featured guest talks about what it takes to build an agency that thrives in a world obsessed with shiny new tech, where the edge is not more tools. It is better leadership, human connection, and an incubator mindset that keeps them ahead without drowning in the noise. Michael Davern is the CEO of Incept, an AI-enhanced, digital-first agency that has been around for a decade. Today, his agency blends automation, machine learning, and human-centered strategy to help enterprise clients grow with clarity and smart execution. He is an early adopter who still believes the real edge is human connection and wants to encourage agency owners to really think about who should lead. In this episode, we'll discuss: AI-enhanced vs. AI-first: what actually creates agency value. Leading an agency through rapid AI change. Why human-first agencies win in the long run. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. Evolving from a Specific Niche to a Full Service Agency Before agency life, Michael spent years in corporate America and even longer in the music industry as an artist development rep. That career went up in flames when the label collapsed and no one got paid. After a brief return to corporate, he approached his now business partner with an idea to sell text message marketing, and suddenly he was an entrepreneur learning the agency game the hard way. Early on he chased small business clients with $49 starter packages and cheesy platinum tiers. Nobody wanted it. The market did not understand text marketing yet and the value was unclear. Everything changed when an enterprise vendor in the Medicare insurance space let them into their workflow. Overnight texting became a revenue driver. That win opened the door to more enterprise relationships and pushed them to expand far beyond their original niche. What started as a simple vendor relationship ballooned into a full service digital agency. With time, growth came from necessity and opportunity, not a master plan. Michael admits they were often too early to the game, but that curiosity and experimentation kept them alive long enough to get good. AI-Enhanced vs. AI-First: What Actually Creates Agency Value Plenty of agencies slap "AI-first" on their website. Michael prefers to say "AI-enhanced" since "AI-first" implies handing the keys to robots or machines. That is not what his agency does. Instead they use AI to enhance execution. They were early with automation, early with machine learning through the IBM Watson test program, and early with programmatic bidding when DSPs were still new. Those experiments shaped how they work today. Now, they use all this knowledge to save money, time, and drive better results for clients. Clients are not paying for prompts or tools. AI lets the team save time, move faster, and stay in the lab testing new options without drowning in busywork. In Michael's view, agencies are not competing on deliverables anymore. They are competing on thinking. Navigating the AI Gold Rush Without Losing Your Mind There is a tool for everything now and most of them promise the world and deliver nothing. Michael believes the real threat is not AI taking jobs. It is crappy tools cluttering decision making and distracting agency owners from what matters. To keep his team sharp, he sets an AI budget for every employee at his agency. Everyone is encouraged to experiment, explore, and bring ideas back to the incubator. On Fridays, they compare notes. What worked. What flopped. What needs more testing. That culture of curiosity is what keeps them out in front rather than scrambling to catch up. Leadership in the Age of Rapid Change Nineteen months ago, Michael made a call. The company was going all in on AI enhancement. He sat the team down and said, "This is where we are heading." If anyone was uncomfortable, they could talk privately or get help transitioning to a different job. Not one person left. Clarity breeds confidence. When owners waffle or delay, their team feels it. When owners point the ship and support the crew, people dig in. Michael's team embraced experimentation because they were given structure, purpose, and room to contribute. And because of that leadership, his agency now runs on flat rate pricing tied to outcomes. They killed the old hourly model and their clients love them for it. Human-First Agencies Always Win the Long Game When was the last time you met in person with any of your top five clients? That's the type of effort they'll remember. Michael's team meets every top client in person at least quarterly. Their average client lifetime is just under seven years, which is unheard of when the industry average is barely over a year. Real relationships create real retention. When you have shared a meal, a drink, and actual time together, you are not just a vendor. You are a partner. And partners do not get replaced by the next AI First agency trying to undercut your price. The real advantage for your agency will be transparency and the ability to provide a personalized service. AI will give you more time to work on strategy, but you still have to offer the best client experience you can. Ultimately, clients are paying for more brain and less execution, "and doesn't everyone want that?" Michael asks. Choosing the Right Clients and Protecting Your Sanity Another theme Michael returns to is knowing when to say no. Early on, every agency chases whales. The bigger the better. Then you land one and realize it might sink the whole boat. Maturity is learning to pass on the wrong fish or hand them off to someone who is better built for it. Agencies do not need hundreds of clients. They need the right fraction of the market that values what they do. When you protect your focus, your retention goes up and your stress goes down. Michael's agency grows steadily because they stack clients instead of scrambling to replace them. The only clients they lose are the ones who stop paying their bills. Building a Culture of Innovation Without Burning Out Agencies talk a big game about innovation, but most owners are stuck riding a bike with square wheels and they refuse to get off, Michael says. This is the trap most agency owners fall into. They are too busy to innovate, too stuck to delegate, and too overwhelmed to lead. For him, the answer is simple. Get off the bike. Set the direction, and build the space for experimentation, because the future is coming whether you want it or not. Who Should Lead AI Inside an Agency Who should lead experimentation when the owner is overwhelmed? Michael believes someone has to claim the role, plant a stake, and move. At his agency, he oversees the incubator, but several team members drive the work. Your lead developer will experiment with different tools than your creative director. Your strategist will explore different workflows than your media buyer. Give them a budget. Give them a purpose. Give them ownership. The biggest mistake is waiting for someone else to figure it out. Agencies that delay will be crushed by owners who are willing to get to work and figure this technology out. Follow your curiosity. For agency owners stepping into that role, Michael suggests absorbing everything you can and staying curious. And for those who are further down in the ladder but still want to lead experimentation with new technologies: speak up and volunteer. If you're in a culture where that experimentation is not embraced, then maybe it's time to leave. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training If your inbound pipeline dries up tomorrow, do you have a channel that can refill it on demand? Every agency owner needs at least one reliable way to attract new leads when things slow down. Today's guest doubled down on a podcast as his inbound engine, and it paid off big. But launching your first episode is just the beginning. The real growth comes from getting your ideal clients as guests, creating a conversation that builds connection (not just content), and staying consistent long enough to earn momentum. He'll break down how to find the right niche, build authority through partnerships, and turn podcasting into a powerful inbound system that keeps quality leads coming in on autopilot. Chase Clymer is the co-founder of Electric Eye, a Shopify Plus partner agency specializing in conversion rate optimization (CRO) and e-commerce growth strategy. Since 2016, he and his team have been helping direct-to-consumer brands optimize their digital storefronts to drive measurable results. Beyond his client work, Chase also hosts the Honest Ecommerce podcast, where he interviews founders and shares unfiltered lessons on what it takes to grow an online brand. In this episode, we'll discuss: On his strategic partnership with Shopify. Podcasting as a business development engine. The key to consistently booking great guests. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. From Touring Musician to E-Commerce Marketer Before entering the agency world, Chase was a touring musician in a pop punk band. The road life didn't pay the bills, so he began experimenting with photography, design, and digital marketing, all skills that eventually laid the foundation for his agency. Towards the end of his music career, Chase's future co-founder Sean approached him with a few freelance projects. They quickly found themselves with six clients, and a lot of questions about taxes, pricing, and structure. The early chaos of being creators first and business owners second forced them to learn fast, especially when it came to how to position themselves, how to deliver results, and ultimately, how to specialize. As Chase puts it, "We realized if you can validate the results you're getting for people, they're going to be happier to pay you." That mindset led them toward e-commerce, where success is measurable and client satisfaction is tied directly to sales metrics. How Strategic Platform Partnerships (Like Shopify) Accelerate Agency Growth One of the biggest accelerators for his agency was its partnership with Shopify. When the agency first started, they were platform-agnostic, working across WordPress and other technologies. But after joining Shopify's Partner Program, Chase and his team found something rare — an actual human on the other end of the email. That support led to event invitations, collaboration opportunities, and eventually a deep specialization that positioned them as trusted experts. Chase credits much of their success to that early alignment. "We just happened to be in the right place at the right time," and the lesson for him was: pick your ecosystem wisely and go all in. He advises other agency owners to double down on one technology or niche rather than trying to be everything to everyone. "If your roof is leaking, you don't hire a general contractor, you hire a roofer," he says. It's the kind of clarity that will help you see real growth. Does this mean you should only aim to partner with Shopify if you're in the ecommerce niche? Not at all. Chase recognizes that part of their success story came from having found Shopify at its early stages. This allowed the agency to grow alongside them and unlock more opportunities. Using a Podcast as a Scalable Inbound Marketing Channel For many agencies, lead generation is an uphill battle. For Chase, it became a creative outlet that turned into a consistent revenue driver. In 2019, he launched his podcast, Honest Ecommerce, as a way to avoid writing blogs. But over time, it became a cornerstone of his agency's inbound and relationship strategy. Chase now uses the podcast to connect with ideal clients by inviting them on as guests. Instead of cold outreach, he reaches out on LinkedIn to CEOs of brands he admires, offering them a platform to share their stories. That invitation often leads to partnerships, friendships, and often clients. "You're not starting off on your back foot," he explains. "You're building a genuine relationship." Chase also uses the podcast to gain access to industry events. With a media pass, he's able to attend conferences, host panels, and meet prospects in person. Once relationships are formed, his back-end systems, from automated follow-up emails to segmented nurture lists, keep his agency top of mind until the timing aligns for collaboration. Proven Outreach Strategies to Book High-Value Podcast Guests When Chase comes across a brand doing something interesting, he doesn't pitch them services. Instead of positioning himself as another agency trying to sell, he looks to position himself as a platform offering value first. Once a potential guest accepts, Chase sets up a short 15-minute pre-interview call that he personally conducts. He uses this session to walk them through what to expect, answer any questions, and — most importantly — build rapport. As he puts it, "More time in the paint (more reps) makes the second conversation a lot easier." That small investment of time pays off, turning what could be a stiff Q&A into a relaxed, real conversation when recording day comes. This pre-call also helps him assess whether the guest is a fit for his audience and gently coach less experienced founders on how to tell their story in an engaging way. Then, before the episode goes live, he'll sometimes nudge guests to check out a few existing episodes from Honest Ecommerce. This helps them get familiar with the tone and flow of his show. Ultimately, the goal for Chase is always to create a cool piece of content. Anything else that may come from the relationship is a bonus. Why Consistency Is the Real Growth Lever in Podcast Lead Generation Chase believes all agency owners who are serious about making their business a success need to start building the inbound channels that produce on-demand leads. In his case, starting the podcast was the move that changed everything for his agency. However, podcasting will take time to produce results and requires consistency. Many business owners start a podcast and then give up after a couple of months. Publishing your first episode is only the beginning. What follows is a commitment to showing up week after week. "That is half the battle," he says. Podcasting, like SEO, compounds over time. The relationships built and the authority earned don't pay off instantly, but when they do, they create an inbound machine that's difficult to replicate. Pro Tip: Chase also believes podcasting can be a great tool in staying top of mind for clients and being a better strategic partner. He even does bonus episodes with partners and has a separate newsletter for partners he sends once a month with news of what the agency has been up to (attending a conference, launching a new website, etc). It usually produces at least a few referrals. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training If you're one of the many owners concerned that AI will end the agency model, what are you doing to stay relevant? How are you building lasting relationships that help clients see your value beyond executing tasks? Artificial intelligence, automation, and enterprise-level change have everyone in the agency world wondering what's next. However, agencies have managed to stay relevant with past technological disruptions and the answer has always been: you need to adapt. Today's featured guest has scaled his business through seven iterations for over fourteen years by being willing to adapt to change, and the AI era is no exception. He'll unpack how agencies can stay relevant when technology, data, and client expectations are evolving faster than ever. He also talks about the importance of partnership-based client relationships and why soft skills (not just smart systems) are the real differentiator in the next decade. Ben Childs is the President of Digital Reach, a full-stack B2B marketing consultancy serving SaaS, cybersecurity, AI, and data-driven technology clients. With deep expertise in paid media, SEO, RevOps, and digital experience, Ben's team helps enterprise companies integrate their marketing, data, and operations to drive real revenue growth. Since launching in 2011, Digital Reach has evolved through multiple "versions" as it adapted to the changing marketing landscape, becoming one of the most respected players in modern B2B marketing. In this episode, we'll discuss: The soft skills edge that outperforms AI. Why you should start running toward the problem. The power of in-person connections in a remote-forward industry. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. How Agencies Can Stay Relevant in AI Revolution At a recent Ad Week event, Ben heard a fellow agency leader predict that all agencies would be "dead in two years" because of AI. Her point: enterprise companies are developing their own language models and internal data systems, cutting agencies out of the picture. Ben does admit this is true. However, his outlook is more optimistic, seeing several possible solutions. Should agencies be partnering with third-party data providers? Should they adjust their skill set? In his view, the need for strategic expertise and technical problem-solving won't disappear anytime soon. The agencies that thrive will be those who adapt to new tools while deepening their human value—helping clients navigate complexity, not just execute tasks. "The reality," Ben explains, "is that hiring people to help you solve hard problems isn't going away. Business is always changing, and that's a huge opportunity for agency owners willing to think and integrate, not panic." Why Soft Skills Outperform AI in the Agency World As agencies evolve, the differentiator isn't going to be who can use AI faster, it's who can understand and support people better. When it comes to enterprise clients, marketing execution has become table stakes. What truly sets a great agency apart is the ability to navigate organizational politics, manage internal friction, and act as a trusted advisor inside complex companies. "We're armchair psychologists half the time," he laughs. "Our clients know we're good at SEO or paid media. What they really need is someone who helps them get things approved, makes their life easier, and has their back when things get tough." Soft problems will never go away and, Ben argues, may even increase in value when the execution problems potentially become commoditized. Agencies that ignore human connection will lose, just like traditional firms that refused to go digital twenty years ago. In the end, the "people part" never goes out of style. Adapting Your Agency: Lessons from 7 Business Iterations Ben started Digital Reach in 2011 using his grandmother's dresser as a desk and charging $200 a month for Google Ads management. Since then, the agency has reinvented itself seven times—each evolution aligning to new markets, services, and technologies. From scrappy freelancer to B2B consultancy, Ben's philosophy has stayed the same: build, learn, and change before you're forced to. "We're on Digital Reach 7.0 in 14 years," he says. "We'll probably hit version 12.0 in the next ten. You can't just ride your old business idea into Valhalla. Some people will always be better at adapting, and that will never change." WhyPartnership (Not Performance) Determines Client Retention When agencies talk about "partnership," it often sounds like marketing fluff. But Ben explains that true partnership is built on trust and reliability, not just metrics. Most clients don't fire agencies because of poor performance; they leave because of broken trust, poor communication, or lack of understanding. "When clients say, 'You don't get our business,' that's when numbers start to matter," Ben explains. "If they can't trust you when things go wrong, you're done." Ben understands that helping clients solve internal problems like procurement delays or team politics can do more to build loyalty than a great campaign. Running toward the problem, taking ownership, and communicating transparently are the fastest ways to strengthen relationships that last across multiple companies. Build Client Trust Fast by Running Toward the Problem Other than delivering results and making your clients' lives easier, Ben believes another powerful way to build trust is not being afraid to admit your mistakes and being quick to fix them. Honesty builds staying power. When agencies take responsibility for missteps and present a clear plan for fixing them, clients respond with respect, not resentment. Do not avoid the problem. In fact, you should run towards the problem and face the situation head on. You'll get more benefit of the doubt from clients with this attitude. Ben's team once led a client call with bad news—the metrics were down. Instead of hiding it, they explained what went wrong, what they learned, and how they'd adjust. "The client was ready to run through a wall for us after that," he says. "They loved that we owned it." The Power of In-Person Connection in a Remote-Forward Industry As agencies lean more into remote work, Ben calls for agencies to make an effort to meet with clients in person: "In-person will always be in vogue." It'll help your clients understand who you are, rather than just staring at your picture on Zoom, and trying to form a true connection. He encourages owners to set a clear revenue threshold for when to invest in face-to-face meetings—whether that's a kickoff, annual review, or shared conference. When clients meet you over pizza and a drink, it transforms the relationship from vendor to partner. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training Is your agency growing fast but still running without the right structure or leadership team to sustain that growth? If too many people are reporting directly to you, it's a clear sign you've outgrown your current setup. But building that next layer of leadership isn't as simple as promoting your top performers. Without a clear strategy, those well-intentioned promotions can backfire, causing confusion, turnover, and setbacks that stall your agency's momentum. Today's featured guest learned that lesson firsthand. After experiencing a year of costly turnover caused by the wrong management moves, he came away with a better understanding of what real leadership development looks like. In this episode, he'll share what it takes to scale beyond seven figures, the mistakes that nearly derailed his agency's growth, and the key shifts that helped him build a stronger, more sustainable business. Brandon Rost is the founder and CEO of be Marketing, a Pennsylvania-based advertising agency that helps brands grow through creative, digital, and media strategies. Over the past decade and a half, Brandon has built his agency from a solo operation into a multi-million-dollar powerhouse by focusing on relationships, resourcefulness, and relentless problem-solving. He's proof that you don't need to have all the answers when you start, just the willingness to figure it out along the way. In this episode, we'll discuss: How to reinvest profits strategically to scale your agency sustainably. Why promoting top performers doesn't already create effective leaders. The KPI's and systems that improved profit and cash flow. The mindset shift that turns fast growth into longterm success. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design, and development agency that has provided white-label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. Why Being Resourceful Is the Key to Building an Agency Brandon didn't plan on running an agency. At the time, he was managing social media for a corporate job and bartending on the side when a PR firm owner offered him a shot at managing her clients' social accounts. What started as ten small accounts quickly snowballed into a full-time business. Like most early-stage entrepreneurs, he had no idea what he was doing at first. He sent invoices in Word documents, figured out HR and finance on the fly, and said "yes" to every opportunity—then learned how to deliver later. It wasn't glamorous, but it worked. That resourcefulness became his superpower. As anyone who has grown a business can tell you, success comes from resourcefulness - not knowing everything. You don't have to know everything right now. Just figure it out and make it work. Scaling Up: Investing Every Dollar Back In the Agency For the first few years, Brandon kept bartending to cover his bills and put every dollar the agency made back into growth. That discipline gave him the runway to build a real company without debt or short-term panic. He hired his first part-time employee within a year, went full-time around year two, and hit seven figures by year four in 2014. However, crossing the million-dollar mark didn't come with confetti and fireworks. It came with more responsibility, more moving parts, and a steeper learning curve. "Everyone thinks hitting a million feels different," Brandon said. "It doesn't. It just brings on more work." Instead of waiting for that milestone to magically change things, focus on building the right foundation so the business can continue to grow without you doing everything. Make it a point to continue to delegate part of that workload every quarter, and after a couple of years, you'll find you've gotten your freedom back. Learning to Lead and Let Go: Building a Leadership Team Brandon learned the hard way that leading people requires a completely different skill set than landing clients. As the agency grew, he at one point had seventeen people reporting to him and eventually realized it just wasn't sustainable. It was the right moment to create different positions that would oversee different departments. However, his strategy was flawed at first; "We elevated people just to elevate them," he said. "And it set us back a year." He never stopped to ask whether or not those employees were ready or even suited for management roles. As a result, they dealt with a year of turnover followed by slowly getting back on track. The lesson for Brandon was: put the right people in the right seats, and don't assume your best technician wants to—or should—manage others. Leadership isn't a promotion; it's a whole new role. Knowing Your Numbers and Turning Chaos Into Profitability Once the business hit its stride, Brandon turned his focus to profitability. He shared how the agency once got caught in a dangerous cash flow loop of collecting Google ad payments for clients and effectively becoming a bank instead of a marketing firm. After untangling that, his team started tracking key KPIs more closely: AGI (Agency Gross Income) in the 55–60% range Net profit around 10–12% Payroll around 33% of AGI By simplifying operations and separating client media costs from agency revenue, they stabilized cash flow and built a healthier margin. Simply put, what you measure improves and, for Brandon, that meant finally treating the numbers as a steering wheel instead of a rearview mirror. Sales: The Last Most Agency Owners Are Ready to Hang Up Even after 15 years, Brandon still handles most of the sales himself. It's something he admits he should've delegated earlier, but building a sales team isn't as easy as hiring a "radio guy" and hoping they sell. After two failed attempts, Brandon realized the problem wasn't the salespeople but rather the lack of systems. Now, the new plan is to support the team with brand marketing, create a "sales tackle box" full of proven client stories, and build repeatable processes for outreach, follow-up, and closing. You'll always be the best salesperson until you document what's in your head. With the right structure and stories in place, a sales team can finally scale what made the founder successful in the first place. What Scaling Fast Taught Him About Patience and Culture Looking back, Brandon said the biggest surprise was how much patience real growth takes—and how easy it is to lose sight of culture while scaling fast. Whether it was figuring out HR policies, managing team dynamics, or setting boundaries for office events, every new level came with a new layer of learning. He now focuses on balance: growing deliberately, empowering leaders, and making sure the culture that got them here doesn't get lost along the way. "We've learned to grow smarter, not faster," he said. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.

Would you like access to our advanced agency training for FREE? https://www.agencymastery360.com/training How do you ensure the highest possible retention levels at your agency? What reasons do you give employees to stay and develop their careers at your agency? Today's featured guest hires fresh talent right out of college. People his team can train into the sort of workers who grow with the agency. However, young talent tends to be ambitious and likely to move on quickly to the next opportunity. To boost retention, he has created a growth path for employees that are a right fit with the agency. He'll break down how he's learned to hire intentionally and build a culture that grows people as fast as profits. McKay Salisbury is the founder and CEO of FiveStar Commerce, an eCommerce agency based in Orem, Utah. His team manages Amazon, Walmart, and Target Plus accounts for over 450 brands annually. What started as a freelancing side hustle on Upwork has grown into a full-service agency focused on team development, in-person collaboration, and steady internal promotion. In this episode, we'll discuss: How to hire and retain young talent in a competitive market. Why in-person culture drives faster growth and better retention. The career path strategy that turns entry-level hires into future leaders. How to build systems that grow people as fast as profits. Subscribe Apple | Spotify | iHeart Radio Sponsors and Resources This episode is brought to you by Wix Studio: If you're leveling up your team and your client experience, your site builder should keep up too. That's why successful agencies use Wix Studio — built to adapt the way your agency does: AI-powered site mapping, responsive design, flexible workflows, and scalable CMS tools so you spend less on plugins and more on growth. Ready to design faster and smarter? Go to wix.com/studio to get started. Growing his Freelancer Gigs to a Thriving Amazon Agency McKay's journey began while working at a small Amazon marketing firm, when he started freelancing on Upwork to make a little extra money. Within six months, his freelance income reached half of his salary, and he decided to go all in. Moving into his sister's basement, McKay began full-time freelancing, which quickly evolved into his own agency. Within the first month after quitting his job, he was already matching his old salary. McKay's early days were lean, but the momentum from focusing entirely on client work set the foundation for future growth. Hiring Early and Building Support Systems McKay's first hire came just a month into freelancing full-time. It was a part-time assistant he had previously worked with. That decision to delegate quickly accelerated FiveStar Commerce's capacity. Within five months, he added his first full-time project manager and opened a physical office. Unlike many agency owners who chase remote freedom, McKay found that in-person collaboration gave him structure, focus, and culture. For him, separation between work and home drives productivity. Just like he had learned in college, where studying at the library helped him focus, McKay found it much easier to create great work and culture working in-person. The physical office became the heartbeat of FiveStar Commerce's growth, helping employees feel part of something bigger and creating accountability that can be hard to replicate remotely. Why In-Person Work Still Wins for Training and Culture When it came time to really build his team beyond just a few employees, McKay found it was either difficult or expensive to find the right talent with experience in his particular niche. It wasn't an option for an agency just starting out, so he leaned on investing time on training young talent. It made sense cost wise, and location wise, given they are near two large universities, which provided a supply of fresh talent eager to learn. To make this approach work, the agency had to adapt its environment to support constant learning. A central part of this is their in-person operations, since McKay noticed that even the smallest physical arrangements, like which direction desks faced, could impact how quickly new hires learned and that having trainers nearby reduced hesitation and built confidence. He also observed that remote employees tended to "float away" after 6–12 months. While remote setups can work for certain roles, McKay found that building culture, energy, and loyalty thrive best face-to-face. This philosophy shaped his agency's identity and helped retain young, ambitious team members eager for mentorship. Designing Career Paths that Retain Talent Beyond intentional training, this strategy worked because he paired it with a clear path for career progression. Every employee starts as a generalist learning all aspects of Amazon management, from ads to design to optimization. After 6–12 months, they move into project management roles, and the top performers advance to senior project manager positions. Each promotion comes with a pay increases - typically around $10,000 per year - which keeps employees motivated and invested in long-term growth. This proved to be a great way to increase retention, which is one of the biggest challenges for growing agencies. As McKay puts it, "If you're not giving people a reason to grow, LinkedIn will." Personality Over Experience: Hiring for Potential When hiring fresh graduates, how can you gauge whether or not they'll be a good fit in the long run? McKay looks for personality traits that predict leadership potential—confidence, communication skills, and curiosity. The interview process focuses on how candidates carry themselves, not just what's on their resume. Those who communicate clearly and think proactively tend to rise fastest. This approach ensures that every new hire is a potential project manager within a year or two. McKay views entry-level roles not as long-term positions but as training grounds for leadership. By prioritizing culture fit and growth mindset, he's been able to maintain consistent quality while scaling quickly. Do You Want to Transform Your Agency from a Liability to an Asset? Looking to dig deeper into your agency's potential? Check out our Agency Blueprint. Designed for agency owners like you, our Agency Blueprint helps you uncover growth opportunities, tackle obstacles, and craft a customized blueprint for your agency's success.