In Episode 139 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down for a powerful unscripted conversation on hiring, agency growth, and learning to trust your instincts — even when it goes against common advice.

Shawn shares how he bucked industry norms and successfully hired a remote, part-time licensed CSR, a move most people told him was a bad idea. From structuring responsibilities and managing performance to tech stack, training, and licensing logistics — this episode is a playbook for agents ready to scale, but not sure how to take the first step.

💡 They also explore a bigger theme: the importance of filtering out noise, trusting your gut, and building a business that works for your life, market, and season — not someone else's blueprint.

🔥 If you're a scratch agent wondering when to hire, who to hire, or how to set it up right the first time — this episode is filled with real talk, tested lessons, and practical steps.

🕒 Timestamps:

00:00 – Intro: Coffee, Snow, and the Power of Perspective

03:40 – What Happens When You Ignore Industry Advice

07:55 – The Case for Part-Time Help: Why It Worked

11:02 – How to Structure Roles & Set Clear Expectations

15:15 – Tools, Tech, and Productivity Monitoring

20:08 – Common Hiring Pitfalls & Red Flags

24:42 – From Part-Time CSR to VA Support System

29:10 – Seasons of Business & Knowing What You Need Now

35:05 – Trusting Your Gut vs Following the Crowd

40:13 – If You Could Start Over: One Thing You’d Do Differently

44:28 – Volume Creates Luck & Staying Focused Early

49:12 – Closing Thoughts & Telegram Community Shoutout

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl?si=33a6cfadba084957

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https://scratchagencypodcast.com

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