Why In-Person Office Culture Matters

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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.

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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.

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