Operation Agency Freedom - The #1 Podcast for Digital Agency Owners Who Want to Scale and Exit Their Business

Are you driving your employees to quit? Like most agency owners, I kind of started out as a terrible manager. I've made so many mistakes when it comes to managing people. I know that I’ve lost great people because I sucked at managing them. I’m not a born leader; this was definitely something I had to learn over time. Not necessarily a fun topic to talk about but the reality is – retaining your employees is one of the most important keys for your agency this 2022. If you’re recognising that your team members are leaving and you can’t necessarily figure out why and you think the reason might be you or you’re not a born leader, this episode is definitely going to be for you. Here are five reasons why you’re driving your employees to quit.   Discussion Points: 00:00 Introduction01:37 What Is It Like Starting An Agency?03:02 The First Reason: You’re Very Disorganized & Undisciplined05:38 The Second Reason: You’re Emotionally Unstable08:23 The Third Reason: You Talk Badly About Your Employees Behind Their Backs11:33 The Fourth Reason: You Get Too Excited About Things14:19 The Fifth Reason: You’re Constantly Chasing Shiny Objects18:09 Recap18:54 Outro Resources:  Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!

Here’s a secret. The things that helped with the success of your business up until 2021, aren’t going to work anymore. Just like many business owners, I can feel the new changes that are arising in the digital agency space. You’re probably thinking, “Chris, how are we going to get through 2022?”  It’s crucial that you are equipped with the essential strategies to get your digital agency from surviving to thriving. Are you experiencing slowdowns in leads? Are your close rates aren’t where they used to be? Are you having a hard time retaining staff? The answers to fix these issues are in this episode.   Discussion Points: 00:00 Introduction
 03:35 Digital Agency 2.0 06:08 What Separates A Good Business from Great Business? 07:24 Understanding Gross Margins 11:36  Diversifying Your Team
15:06 Final Thoughts 17:18 Outro   Resources:  Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!

Do you want to manage your agency’s operations team more effectively?    Managing a team, regardless of size, is always challenging. I know of this dilemma as I went from a small team of 12 to 90 people at DUDE.    What you’ll need, though, are the right KPIs to make the management of your agency’s operations team possible. These KPIs are essential to track and gauge their performance and find the right solutions when issues arise.   This, then, sets you and your operations team for success, which results in a win for the entire agency.    So if you have an operations team and want to know how to manage them better, pay close attention to what I will share with you in this episode.    Discussion Points: 0:00 Introduction  2:01 Who comprises the operations team? 2:50 The operations team impacts retention  3:41 The operations team and CX team collaborate  5:03 The role of the operations manager  6:00 Data is essential to fix issues  7:09 Allow team members to come up with a plan to do better  8:17 Setting deadlines and clear objectives  10:15 Providing praise and recognition to team members who do well  14:33 Hitting deadlines  17:10 QA: Provide the best quality of work to clients  18:15 Other tasks of the operations manager  19:37 The concept of utilization  23:27 Helping people advance and get promotions    Resources:    Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)    Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!

Are you concerned about keeping your customers happy and satisfied with your agency’s service?  Your customer experience team plays a very important role to accomplish that.  You see, after suffering a 16% customer churn rate, our customer experience team managed to get it down to 2%. And this has dramatically changed our agency business for the best.  Now, if you’re interested in learning how we, at DUDE, measure our customer experience team’s success and know the KPIs that we have placed to gauge it. I highly recommend this episode to you.  Discussion Points: 0:00 Introduction  2:08 Clients cancelling was a problem for DUDE  5:00 The main responsibility of a customer experience team  5:17 Formula to determine customer lifetime value 7:17 Tasks of the customer experience team  9:05 The red zone  11:51 Identifying what clients love vs. what drives them to cancel  12:03 Three major reasons clients cancel and what to do about it 15:13 Cancellations are a lagging metric  17:10 The CX dashboard  21:02 Mapping out the customer journey 24:33 Incentivize your CX team using retention as a benchmark  Resources:  Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!

Jumping from one sales and marketing tool to another is time-consuming (and annoying, too).    You want a solution that allows you to do everything on a single platform.    This is exactly what High Level is about. It’s an all-in-one sales and marketing platform built exclusively for agencies.    Shaun Clark, creator and co-founder of the said software, shares how High Level is revolutionizing the agency space. He talks about how his software company grew to 10,000+ users now, what the software does, and what their end goal is, which is genuinely inspiring, by the way.    So if you’re interested in learning more about this remarkable software from the man who created it himself and how it’s helping agencies and SMBs, listen to this episode today.    Discussion Points: 0:00 Introduction  4:41 Welcome, Shaun!  7:18 Shaun shares his experience in the software industry  9:13 Debt is a four-letter word  10:11 Elevator pitch for High Level  13:20 What High Level was like early on  14:27 Shaun’s role and how High Level reached their success  15:25 Skills Shaun had to develop to run the company effectively  16:46 Shaun’s strongest traits as a leader  18:35 The average monthly churn  21:45 What Shaun’s vision is for the product  23:47 Where does Shaun see High Level in two years  27:15 Shaun explains High Level’s valuation standpoint   Resources:  Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  Reach out to Shaun through email at shaun@gohighlevel.com  Visit the HighLevel website https://www.gohighlevel.com/   About the Guest:  Shaun Clark is a software engineer and the co-founder of the software HighLevel. HighLevel is an all-in-one marketing, sales, and management platform designed to help agencies level up their businesses.     Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!    Thank you for tuning in!

These are difficult times. And as a leader who has a team that’s depending on you, you can’t just quit. It is your responsibility to keep going.  This is why it’s so important that you have the right mindset. It is what’s going to help you navigate through the challenges that these times bring.  In this podcast episode, Chris Martinez, talks about the importance of having the right mindset during difficult times. His message is specifically for leaders who have teams depending on them.  Chris shares the activities that promote a healthy mindset and how leaders can encourage a healthy mental state among their team members.  Stay to the end of the episode to hear about the program DUDE offers to all of their team members, this might be something you want to adapt in your own businesses as well.  Discussion Points: 0:00 Introduction 4:45 The mind will determine where the business goes 6:06 Types of people and their different mindsets 8:28 Taking care of your body 10:15 Meditation 12:37 Journaling 14:36 Talk to a loved one 16:59 Benefits of these activities 18:07 Team members are going through difficult times 18:37 Leaders can let their people know that it’s okay to not be okay 19:01 Give team members permission to ask for help 19:47 Men, specifically, should know that it’s okay to ask for help 20:40 Setting an example 20:54 Reaching out to a therapist and talking about the importance of therapy 22:47 How DUDE provides free therapy sessions for team members 24:15 Increased employee retention  Resources:  Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  Headspace app https://www.headspace.com/  Books mentioned in this episode:  The Five-Minute Journal https://www.amazon.com/Five-Minute-Journal-Happier-Minutes/dp/0991846206  Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in! 

Profitability should be an agency business’s focus from the outset. The challenge, however, is that a lot of agency owners struggle with maximizing profits especially with their website projects.  One of the biggest reasons for this dilemma is undercharging. And we’re not just talking about undercharging by a couple of bucks, but by the thousands of dollars. But just like any other problem this has a solution.  In this podcast episode, Chris teaches how agency owners can start charging for website projects appropriately. He talks about the reason why website work is difficult and gives practical steps to resolve those difficulties. He also shares a tool you can use to create quotes on these projects.  If you believe that you deserve to run a profitable business starting today then this episode is definitely for you.  Discussion Points: 0:00 Introduction 3:53 Profitability allows you to accomplish your life’s mission 5:35 Chris’s take on losing money on websites 7:13 Why is website work difficult? You don’t have the correct data 8:20 Chris’s experience working at Chuck E. Cheese 16:24 An agency’s biggest expense is PRODUCTION, LABOR, TIME 17:26 Sell on value 18:09 Look at the cost of goods 19:04 Formula to evaluate if something is worth your time or not 20:10 Track your time to maximize profitability 21:39 DUDE2go and how it works  Resources:  Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  Start using the DUDE2go tool https://dude2go.io/  Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!

July was one of our slowest sales months, but it wasn’t a reason for us to freak out. We knew we had the money needed to cover everything so we can continue running our agency business. This sounds like a dream for most agency owners, but the reality is you can also get to this point. You can sleep soundly, too, knowing that every month revenue will come through the door. How? You ask?  This is what Chris Martinez talks about in this podcast. He shares tried and proven ways you can generate thousands of dollars through MRR. Chris also discusses why agencies have difficulty selling and fulfilling MRR and the solutions to overcome those difficulties.  If you’re an agency owner struggling with selling MRR, looking to grow your MRR, or want to fulfill MRR projects better. You will benefit from tuning in to this episode.  Discussion Points: 0:00 Introduction  3:54 For agencies, selling is the easy part  5:36 Why is MRR so difficult to sell and fulfill? 6:32 You are not positioning your MRR products correctly 7:08 Sell the team of experts and outcomes clients will get  10:17 You are not pricing things appropriately 10:30 Take a look at the Cost of Goods Sold and Net Income to price appropriately 13:37 You are breaking your backs to fulfill MRR projects  13:44 Create SOPs for all of your deliverables  14:03 Key to know what MRR products to offer  16:50 Anybody should be able to do the SOP process  17:26 What is a good churn rate?  17:54 Solve your churn problem with this method - Bridge, Connect, and Deliver  Resources:  Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in! 

Scaling your business is challenging if you don’t know where to begin and what to do. But with consistency and willpower, gaining millions in revenue is achievable. However, you don’t have to spend all of your time working for your agency to the extent you don’t have time to build relationships and have a fun and healthy lifestyle anymore. In this episode, Chris Martinez and Ezra Firestone talk about the strategies in growing a huge brand. Plus, Ezra discusses how tracking your finances helps you grow your business and live an amazing lifestyle. He also shares with us the KPIs he uses that lead his business to massive success. This podcast episode is for people who may find themselves struggling with growing their businesses. Be a better CEO and an even better leader. Listen to this episode now!  Discussion Points: 0:00 Introduction 4:26 Ezra Firestone and his expertise in e-commerce 5:25 Skill set that lead to Ezra’s success 7:57 Importance of having rigid work-life boundaries 9:08 How do you know you’re winning the game 10:28 Maximising your profitability by tracking your financial metrics 13:30 Why you should have a profit and loss statement 14:39 Creating an annual plan 16:35 How does selling a business help you generate wealth 20:09 The causes Ezra fuels Resources:  Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  Connect with Ezra Firestone on the following social channels Facebook: (https://www.facebook.com/MeetEzra)  Instagram: (https://www.instagram.com/ezrafirestone/)  Twitter: (https://twitter.com/ezrafirestone)  Check out Ezra Firestone’s YouTube channel(https://www.youtube.com/user/TheSmartMarketer)  About the Guest: Ezra Firestone is a digital marketing expert and the founder of Smart Marketing Inc. It aims to serve the world unselfishly while gaining profit. For about a decade in the e-commerce industry, Ezra has built profitable businesses and helped others generate revenue. Aside from Smart Marketing, Inc. he is also the co-founder and CEO of a cosmetic line for women of all ages named BOOM! Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!

Being aware of the traits that you should not have if you’re to set up an agency is just as important as knowing the must-have qualities to build one. Having this knowledge will save you from the trouble of incurring irreversible losses and suffering a miserable life in the long run. In this episode, Chris Martinez talks about seven reasons why you absolutely should not start a digital agency. He believes that if you have at least three of these seven qualities, then you should hold back from starting or retaining an agency. That way, you can have a much more fulfilling and happy life doing something else. If you’re planning to put up an agency or if you already have one, watch out for these seven signs and try to re-assess where you currently stand before it’s too late.   Discussion Points: 0:00 Introduction 7:30 You can’t delay gratification and you don’t have discipline 9:46 You love the shiny objects more than the non-sexy stuff 11:37 You’re not good at processes 12:55 You just want to sell but you don’t want to learn 15:02 You don’t want to lead 17:21 You don’t have a high pain tolerance, you only like an easy life 20:07 No love of learning  Resources:  Connect with DUDE on the following social channels  Facebook (https://www.facebook.com/dudeagency)  Instagram (https://www.instagram.com/dudeagency.io/)  Visit our YouTube channel (https://www.youtube.com/channel/UCJxNhChWk1xlo3ZhkWtYnlw)  Register for live trainings on running a profitable agency (https://dudeagency.io/)  Get a hold of more podcast episodes through our website. You can also tune in and subscribe to Operation Agency Freedom on Apple Podcasts and Spotify. Thank you for tuning in!