The Handbook: The Operations Podcast

We’ve all had those moments, we land that huge new client – first comes the elation for winning the mandate that will transform our fortunes, and then the mild panic at how we’re going to deliver.There’s also times when what we do is simply just not that well understood across the organization – there might only be one internal expert, which creates a significant amount of risk for the business if they were to leave.That’s where assessing – and improving – your business capability maturity becomes critical.The good news? A business capability maturity model gives you a steer on how you can go from ‘figuring it out’, to something that’s a solid part of your agency’s remit and expertise, then to true innovation – through the prism of people, process, technology and information. In this episode, we’re chatting with Mike Della Porta – an award-winning tech and operations leader who’s been a COO, CTO, and CIO at one of the top independent marketing agencies in the US. Mike shares practical advice and lessons for agencies looking to scale sustainably.Here’s what we dive into:What each stage of business capability maturity looks like and what to consider at each Using tech and tools to scale smarterHow to get buy-in from your leadership team if they don’t understand the value of opsHow ops roles can become billable and provide value to clientsFollow Mike on LinkedIn: https://www.linkedin.com/in/mike-della-porta/Follow Harv on LinkedIn: https://www.linkedin.com/in/harvnagra/Stay up to date with regular ops insights. Subscribe to The Handbook: The Operations Newsletter.This podcast is brought to you by Scoro, where you can manage your projects, resources and finances in a single system.

Isobel Camier, founder of Camier Communications and a training consultant with 15 years in PR, dives into the evolving dynamics of Gen Z in the workforce. She debunks myths of entitlement, emphasizing that Gen Z values purpose and ethics in their work. Flexibility, mental health resources, and clear career growth pathways are essential for their motivation. Isobel highlights technology's role in enhancing efficiency and the importance of diversity and recognition to foster an inclusive workplace culture.

In a tight market, sales become a big concern. Relying on repeat business or referrals no longer cuts it, you have to put in more effort. Often in agencies, the know-how on how to get this done is missing; few people come from a formal sales background. So a haphazard approach is implemented and we hope for the best. Only that slapdash approach rarely gets the results we want. Is it time for the sales engine to be looked at as an ops challenge? We think so. In this episode of The Handbook: The Agency Operations Podcast, Harv Nagra speaks with Ryan Hall, founder of Friday Solved and a seasoned expert in building sales systems for agencies. With over 23 years of experience generating revenue and growing agencies—including two successful exits—Ryan shares practical insights on how to operationalize sales for consistent results.Here’s what Ryan shares in this episode:Why agencies struggle with sales: The pitfalls of relying too much on inbound leads and referrals.How to build a scalable sales engine: Breaking the funnel into actionable stages (top, middle, and bottom) and tailoring strategies for each.The importance of systemization: How the right processes, tools, and technology create predictable results.Sales as a blend of art and science: Why finding the balance between relationship-building and data-driven strategies is key.Ryan also explains how operational leaders can play a pivotal role in creating a culture of sales excellence and offers practical tips for getting started, including low-cost tools and strategies to build momentum.If you want to take control of your sales process and future-proof your agency’s pipeline, this episode is a must-listen.Follow Ryan on LinkedIn.Follow Harv on LinkedIn.Stay up to date with regular ops insights. Subscribe to The Handbook: The Operations Newsletter.This podcast is brought to you by Scoro, where you can manage your projects, resources and finances in a single system.

Jinny Mitchell-Kent, Joint Managing Director at Great State with nearly 20 years in digital agencies including AKQA, reveals how to run an efficient agency without sacrificing quality. She discusses her transition from COO to MD, focusing on client relationships and performance. Jinny shares strategies for staying competitive against larger firms and emphasizes operational flexibility. Additionally, she highlights the importance of inclusivity through initiatives like the Great Women’s Network, advocating for gender equality in the workplace.

Are you battling with inconsistent processes, bad practice and poor staff training? In this episode, Harv Nagra explains the benefits of documenting and embedding best practices – to take your agency one big leap forward in operational maturity.Harv shares his best tips on:Creating an agency handbook – to create a single source of truth for your business, and help your team work consistentlyChoosing the right documentation tools – specific tools that are helpful in documenting and communicating workflowsCreating a team of best practice champions – by providing learning resources that let them build confidence from day oneReady to future-proof your agency? Join Harv in this episode as he explains how to take your agency to the next level.Harv's preferred tools mentioned in the episode:coda.ioscribehow.comloom.comFollow Harv on LinkedIn: https://www.linkedin.com/in/harvnagra/Stay up to date with regular ops insights. Subscribe to The Handbook: The Operations Newsletter.This podcast is brought to you by Scoro, where you can manage your projects, resources and finances in a single system.

In this engaging conversation, Sarah Brougham, VP of Operations at GenFlow, shares her journey from the entertainment industry to agency operations. With a remarkable track record of scaling agencies, she emphasizes the importance of structured hiring and effective onboarding processes. Sarah discusses strategies for culture-aligned hiring, navigating employee retention, and the complexities of offboarding. She also highlights the critical role of operational systems in agency efficiency and the value of mentorship in fostering growth.

In this discussion, Amy Hopper, founder of TOA and former agency owner, shares her journey through significant personal challenges that shaped her approach to building high-performing teams. She provides actionable tips on optimizing daily productivity, emphasizing the importance of emotional regulation and letting go of perfectionism to enhance delegation. Amy also tackles workplace emotions like jealousy, the impact of presenteeism on productivity, and shines a light on the necessity of nurturing a supportive culture for team resilience and engagement.

Richard Brett, a FinOps expert with over 15 years in agency finance, shares insights on crucial metrics for agency success. He explains revenue recognition, underscoring its importance for accurate financial assessment. Rich dives into key topics like utilization rates to optimize team efficiency, recovery metrics to highlight over-servicing, and the significance of future work value for resource management. Additionally, he discusses strategies to influence margins through effective rate cards, providing actionable advice for agency growth.

Struggling to make the most of your workday? Discover how constant interruptions can derail productivity and learn practical strategies to combat them. Explore the concept of the 'flow state' and how it can enhance focus and satisfaction at work. Get tips on scheduling your day to eliminate decision fatigue and using 'office hours' to cut down on distractions. Plus, find out ways to streamline meetings for clearer communication and better team collaboration. Conquer your to-do list like a pro!

Trenton Moss, a leadership coach with nearly 20 years of experience and founder of a digital agency, shares transformative strategies from his agency journey. He introduces innovative team structures called 'pods' to boost motivation and autonomy. Trenton discusses the importance of ongoing client services training and reveals how an advisory board provided vital support during tough times. His inspiring stories and practical tactics offer valuable insights for agencies aiming for growth and improved culture.