The Handbook: The Operations Podcast

How do agencies stack up in 2025?The results are in for BenchPress 2025. The UK’s largest benchmarking survey for independent agencies has revealed some surprising (and shocking) trends about the state of the industry.To break it all down, Rory Spence, Head of Commercial at The Wow Company, joins us to unpack the data, trends, and opportunities that agency leaders need to know.In this episode, we cover:Why 2024 was a brutal year for many agencies (and how to bounce back)Profitability trends and how top-performing agencies maintain strong marginsAI’s growing role in agency operations (and the pricing mistake you must avoid)The power of confidence in agency success - and how to build itIf you're focused on making your agency more efficient and financially stronger, these insights will help you drive meaningful change. Additional Resources:Download the full BenchPress 2025 report at thewowcompany.com/BenchPressFollow Rory on LinkedIn: https://www.linkedin.com/in/rory-spence-63023884/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.

Most agencies add value far beyond execution. They develop methodologies, frameworks, and strategic thinking that help clients make better decisions. But too often, they give that thinking away for free. Only to compete on price when it’s time for execution.Max Traylor has spent years helping agencies break this cycle. He’s an expert in packaging and selling strategy, helping agencies move from order takers to trusted advisors. In this episode, Max shares how to stop the race to the bottom and start getting paid for what you know, not just what you do.Here’s what we cover:Why giving away strategy in proposals undervalues your expertise, and how to change thatHow to stop being seen as a vendor and build stronger relationships with decision-makersThe first steps to productizing your strategy and selling it as a standalone offerPlus, Max explains how agencies can gain access to high-level conversations, avoid being “vendorified,” and turn strategy into a scalable revenue stream.Additional Resources:Download Max’s book, Agency Survival Guide: https://www.maxtraylor.com/book Follow Max on LinkedIn: https://www.linkedin.com/in/maxtraylor/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.

Are performance reviews a waste of time—or your agency’s secret weapon?Too often, agencies treat performance management as a checkbox exercise, bogged down with vague feedback and awkward salary conversations. But Zoe Elizabeth Blogg, Operations Director at Reboot Online, has built a system that actually works. From structured performance reviews to proactive (quarterly!) salary reviews, Zoe’s created a process that keeps teams engaged, managers confident, and top talent sticking around—all in a fully remote, four-day workweek agency.In this conversation, Zoe breaks down how to make performance management meaningful and scalable.Here’s what we dive into:Why performance reviews fail—and how to make them useful (without the admin burden)Why Reboot runs salary reviews four times a year—without turning them into negotiation battlesThe key to training new managers so they lead with confidence, not confusionHow Reboot creates equally rewarding career growth paths for both individual contributors and managers.Plus, Zoe shares impressive details on her line manager playbook, and structured career pathways.Follow Zoe on LinkedIn: https://www.linkedin.com/in/zoeelizabethblogg/Visit Reboot’s website: https://www.rebootonline.com/us/Follow Zoe on TikTok: @fractionalzoFollow 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.

Your agency’s operations can either fuel creativity, or kill it.And you can focus on the big picture that drives real financial impact, or get stuck in the weeds.Preston Chandler, WPP’s Global Practice Lead of Strategic Operations has a point of view, and the experience to prove it. In fact, Preston’s role at WPP is all about advising agencies in the group on how they can operate in a better, smarter, and more strategic way.In this conversation, Preston shares how agencies can design their operations to be smarter, leaner, and more effective, without slowing down creativity.Whether you're fine-tuning your structure or scaling innovation, this conversation will challenge you to think about how your agency is run—and how to take it to the next level.Here’s what we dive into:Why your agency model (not just your talent) defines your successHow governance can empower teams instead of creating roadblocksThe ideal team structure to boost efficiency and collaborationSmarter ways of working—moving beyond outdated processesWhy continuous improvement (not just annual reviews) is the key to long-term growthPlus, Preston shares insights on AI’s impact on agencies, the pitfalls of hierarchy, and how to make change stick.Follow Preston on LinkedIn: https://www.linkedin.com/in/prestonchandler/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.

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.