Agency Tips

AI is not optional for agencies

Any agency that shuns all AI and stays completely old school, whatever that means today, is an agency that most clients will feel is out of touch. They'll believe their agency is not bringing them all the resources they can and feels dated. It would be best to decide what AI means for your agency and how you use it to serve clients. How do you use it internally for systems and processes? How do you use it to crunch data, gather facts, and research? It can do many things; you don't have to do all of them in your agency. But not understanding AI, not experimenting with AI, not having a policy inside your organization about internal use, and not having a client-facing policy about how your views about AI will translate to your clients and prospects down the road means that you are out of touch. Watch »

Autumnal Truths

Are there things in the fall season of their life cycle in our agency? Maybe it's how we work, maybe it's where we work, maybe it's the kind of clients we serve. Maybe it's an employee or two who have been amazing, but maybe it's their autumn season, and we need to help them figure out how to have a good last chapter through the winter of their career. Maybe it is the way we do billing; maybe it's the way we do new business. But I want you to challenge yourself as agency owners. It's so easy because there's so much chaos always going on around us. We want some stability, I get it. We want something that stays the same. But I think sometimes we cling to the past or things that we feel are evergreen, and maybe they're not. Watch »

Ask more questions

Don't be afraid to ask questions. I've always thought that the smartest people in the rooms are the people who are asking great questions. One of the greatest compliments I think we can get as agency people is when a client or a prospect says to us, “Huh. Nobody's ever asked me that before. That's a fascinating question.” So don't be afraid to ask questions, whether publicly, so everyone can see your question and the answer, or privately, to either the prospect or the search firm. Do not be shy about asking questions. Questions don't make you look stupid. When you have thoughtful, deep questions, they actually make you look pretty smart. Watch »

An Endorphin Boost

This is it — fourth quarter. It’s go time! Here are some ways you can boost your endorphins so you can fire up your team, fuel the passion you need to get to the finish line, and enjoy the journey. Watch »

Details matter

We usually cover the big items, but we don't take the time to think about the tiny details that will surprise and delight our clients or our team. So, as you prepare to make a new business pitch, welcome a new employee to the team, or plan your agency get-together or retreat, I want you to think about the big things. But I also want you to give a lot of time and attention to the tiny details you could add, probably at minimal cost or extra effort. It's just – it's not that we don't want to do them, it's that we don't think about them. I want you to stop and ask yourself, where are some little things I could do to surprise and delight -- could be a meeting. It could be an event like an agency retreat. Again, it could be onboarding a new client, they’re coming into your office for the first time, or you're going to their office for the first time. It could be a conference. But take time to think about the tiny little details and what you could do to make that moment memorable and special, and something that people will take pictures of, brag about, or talk about those brag-worthy moments that we can create with a little extra effort. Watch »

Annual contracts?

One of the conversations we've been having with agency owners is the pros and cons of annual contracts, especially for ongoing offerings like web maintenance, SEO packages, or any other product or service. The conversations have circled around the idea that annual contracts invite clients to reconsider the purchase. Do they really want to renew for another year? A couple of agencies have talked about the success they've had with evergreen contracts, which have the annual increase built in, and there's a 30-, 60-, or 90-day out, but they are perpetual contracts that just keep going. So the question is -- are annual contracts really your smartest option? Watch »

Values guide decision making

As agency owners and leaders, we have to help our employees participate in decisions every day. Do your time sheets. Treat clients a certain way. Show up on time. How you dress for a Zoom call—these are just a few of the millions of decisions that impact our business. But if we don't come at those decisions, many of which are made independently of us, we can talk about how we want them to behave or the decisions we want them to make. But at the moment, our employees are making hundreds of decisions a day that impact the way the world sees our business. And I believe that one of the foundational tools that we should and could use to help our employees make better decisions is for them to understand the core values, foundational elements, and beliefs that our business is built on and that we really want to be defined by. We want to be graded on that. Watch »

It starts with being known

For many of our agencies, we're hearing that the flourishing new business conversations they were enjoying in the spring and even early summer have dried up. Their pipeline is dry. They are having a hard time getting a hold of anybody and having meaningful conversations. They're not writing proposals, they're not participating in pitches, and they are not winning new business. When you think about it, for our prospects, it is the dog days of summer. They have probably planned out the rest of the summer, and they have sort of put it on, set it, and forget it because they, too, are going on vacation and doing all the things that we like to do in the summer. So, most of them are not thinking right now about hiring an agency, and they probably won't be available until Labor Day unless they have a need. The problem is the way most agencies prospect; the way most agencies sort of hang up their shingle and announce that they are open for business is very random, right? We're out there. We hang up our shingle, we're knocking on doors, but we have no idea if the people that we're approaching have any interest in talking to us right now. Good news -- there's a better way. Watch »

Doing hard things

The work you do as an agency owner is hard. One of the prices we pay for the opportunity to own the agency is that we have to do hard things. For many of you, you know what you need to do, yet somehow you convince yourself to delay it. You delay it because you don't want to have a difficult conversation. You delay it because you know it's going to impact some of your team members or be unpopular. Or you delay it because you hope that some magic is going to change the circumstance. Owning a business is about managing and understanding the risks and making good choices. And I will tell you, in the almost two decades of consulting with agency owners, I can't recall one time when an agency owner said to me, “You know what? I am delighted. I am grateful that I delayed that difficult decision.” Watch »