The Handbook: The Agency Operations Podcast
Scoro
Running an agency isn’t just about great client work. It’s about keeping everything behind the scenes running smoothly.
That’s where The Handbook comes in. Our goal? To help you take your agency to the next level of business maturity.
This podcast is for agency and operations leaders who are juggling it all – people, processes, finance, tech, and everything in between.
Every other week, we dive deep into a specific challenge that agencies face as they grow in headcount and complexity. You'll get practical insights and real-world advice from agency experts who’ve been there, solved the problems, and know what works.
If you’re looking for smarter ways to scale, streamline, and strengthen your agency, you’re in the right place. Welcome to The Handbook community, your go-to guide for better agency operations.
And don’t forget to sign up for The Handbook newsletter – we’ll send you the key takeaways from each episode straight to your inbox: scoro.com/podcast/#handbook
The Handbook: The Agency Operations Podcast is brought to you by Scoro.
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Top 10 The Handbook: The Agency Operations Podcast Episodes
Goodpods has curated a list of the 10 best The Handbook: The Agency Operations Podcast episodes, ranked by the number of listens and likes each episode have garnered from our listeners. If you are listening to The Handbook: The Agency Operations Podcast for the first time, there's no better place to start than with one of these standout episodes. If you are a fan of the show, vote for your favorite The Handbook: The Agency Operations Podcast episode by adding your comments to the episode page.
Julia Vastrik: How to strengthen company culture in the WFH era
The Handbook: The Agency Operations Podcast
07/30/24 • 35 min
We’re in the age of remote and hybrid working, and our physical distance from one another is having a huge impact on company culture.
Previously, grabbing lunch or a drink after work was easy. But now, even small talk needs to be consciously brought into our scheduled Slack calls to avoid things becoming too transactional.
This new way of working can lead to serious challenges like feeling disconnected from colleagues and the company mission, lacking motivation, and experiencing loneliness.
So what’s the way forward?
In this episode, we speak with Julia Vastrik, an agile coach and team facilitator, about how we can strengthen company culture in a remote/hybrid workplace.
Julia offers loads of great advice, which we’ve summarized for easy reference:
Building Trust and Relationships
We’re a much more effective team when we like the people we work with.
- Get to know people through small talk
- Use ice breakers, team rituals
- Virtual lunches, coffees
- Encourage silliness for personalities to shine
- Learning together e.g. book clubs, communities around certain topics like AI
- For big meetings, use breakout rooms
- Organize face-to-face activities - both for work and fun
Communication
A lot of information is lost in written communication.
- Use a good balance of synchronous and asynchronous communication
- Have explicit agreements on communication and how to run meetings
- With written communication, the giver needs to be overly friendly (emojis, kind greetings), the receiver overly accepting that they may perceive the tone wrong
- Use audio and video to prevent misinterpretation
Productivity and Collaboration
- Set clear goals for teams and individuals
- Create working agreements e.g. working hours, punctuality, documentation, ways of working, etc
- Co-create - brainstorm solutions and make decisions together to boost a feeling of belonging
Continuous Improvement
Little changes sum up to bigger improvements over time.
- Retrospectives, post-mortems & team discussions
- Experiment
- We’re never in an ideal state - there’s always room for improvement
Psychological Safety
Feeling safe to be not perfect, to make mistakes, to be a human.
- Mistakes happen and they are a learning opportunity
- Have leaders model this behavior
Other Resources:
The book Julia recommends to read is called The Culture Map, by Erin Meyer.
The virtual ‘body doubling’ clubs Harv mentioned are flow.club and flown.com.
Follow Julia on LinkedIn: https://www.linkedin.com/in/julia-vastrik/
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.
Teaser: Hello from Harv
The Handbook: The Agency Operations Podcast
05/16/24 • 6 min
Our new podcast The Handbook: The Agency Operations Podcast endeavours to create more community for agency operations people – a place where we can hear from our peers and other experts on best practice, experiments, successes and sometimes failures – and also a place to celebrate our journeys into operations.
Before we kick off with the interview series, Harv Nagra, our host, and former agency operations leader talk about his own journey into operations.
BONUS EP: How can you boost your agency's productivity?
The Handbook: The Agency Operations Podcast
10/01/24 • 21 min
Do you ever get to the end of the working day and wonder, ‘What did I actually get done today?'
You’re certainly not alone.
We’re interrupted about every 8 minutes. And it can take up to 20 minutes to get back to what we’re doing. Imagine the impact of that on an 8 hour day.
In a recent Agency Hackers webinar, Harv spoke about productivity – including the flow state, trends that have had a negative influence on our ability to focus, and strategies that have given him and his colleagues a big productivity boost.
We're resharing that content for you here in case you missed the webinar.
You'll learn Harv's advice including:
- Scheduling your day in advance, so you're not staring at your to-do list in despair.
- Using a combination of 'office hours' to reply to messages and DND to minimize distractions.
- Techniques to make your meetings more efficient, your team more focused, and encourage clear communication. (Including meetings that no one actually shows up to)!
View the presentation with visuals on Youtube.
Learn more about Agency Hackers.
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.
Trenton Moss: 3 high-impact strategies that redefined my agency
The Handbook: The Agency Operations Podcast
09/24/24 • 52 min
Curious about how an agency experimented with new approaches and found their recipe for success?
In this episode, we talk with Trenton Moss, a former agency owner who ran his business for 15 years before it was sold. Trenton shares the key decisions that transformed his agency, along with some missteps along the way.
Trenton covers three major changes he implemented and explains exactly how he did it:
- Setting up team pods with a highly effective reward system
- Developing ongoing client services training and putting the learnings into practice
- Creating an advisory board to guide the agency
Trenton shares plenty of inspiring stories and practical tactics you can apply in your own agency.
Now a leadership coach, Trenton has been coaching and training teams for nearly 20 years. You can check out his website, Sterka, his book Human Powered, you can also subscribe to Human Powered: The Podcast via his website.
Follow Trenton on LinkedIn: https://www.linkedin.com/in/trentonmoss/
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.
Jenny Plant: Great Sales & Great PM - Can One Person Do It All?
The Handbook: The Agency Operations Podcast
08/13/24 • 37 min
Part of the remit of an ops leader is to ensure they’ve got the right people, in the right place.
In many agencies, account managers handle sales, client relationships, AND project management. However, this hybrid role often leads to trade-offs.
Everyone’s got their own strengths and preferences – and these responsibilities seemingly require very different personality types.
A great sales person might struggle with rigorous project management, resulting in issues like over-servicing. While an exceptional project manager might struggle with developing a sales pipeline, leading to stress, missed targets, and a shallow pipeline.
So, should these roles be separated?
We'll explore this with our guest, Jenny Plant. With over 20 years of experience in agency account management, Jenny founded her consultancy, Account Management Skills, to share sales training skills with account managers.
Jenny will share:
- The pros and cons of separating account and project managers
- What value agencies seek in their account managers
- How sales training can improve client relationships, retention and business growth
Jenny's website: https://accountmanagementskills.com/
Jenny's podcast: https://accountmanagementskills.com/podcast
Follow Jenny on LinkedIn: https://www.linkedin.com/in/jennyplant/
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.
Matthew Peng: How to find the right tool for the job
The Handbook: The Agency Operations Podcast
07/02/24 • 37 min
Some platforms for niche use cases don’t require much consideration – you can try, and if it doesn’t work as intended, you can move onto something else. Other platforms, particularly those that are linked to your client services and business finances, require careful consideration. How do you ensure you’re making the right decision?
In this episode, we discuss why growing and maturing agencies looking to scale make the transition from disjointed tools to professional services automation (PSA) platforms.
You’ll learn how to define your needs, select the right platform, and implement it effectively to drive efficiency and growth in your business – with expert insights from Matthew Peng, a seasoned software advisor from consultancy Business Continuum.
Key takeaways include:
- Building a list of requirements,
- How to research and select the right platform,
- How to approach the implementation phase strategically, and
- Leveraging data for future business growth.
Don't miss Matt and Harv's valuable guidance for ensuring a successful transition.
Resources mentioned in this episode: G2 and GetApp
Follow Matthew on LinkedIn: https://www.linkedin.com/in/matthew-peng/
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.
Freia Muehlenbein: How to pitch to WIN
The Handbook: The Agency Operations Podcast
08/27/24 • 48 min
Winning pitches is tough.
Ghosting has become a common challenge, and even when you win, clients may be commissioning smaller pieces of the project rather than the full program.
But that’s only part of the struggle - crafting pitch decks takes a lot of time and energy. Surely there’s a better way than packing slides with your best creative ideas.
In this episode we tackle these challenges and introduce a strategic approach to pitching. The focus shifts from pitching tactics to showcasing value and ROI.
Joining us is Freia Muehlenbein, an agency growth consultant and owner of Be Reyt Consultancy. With over 15 years of experience in agency operations, Freia is an expert in the sales and pitch process, known for closing large deals.
Freia shares practical advice on:
- Developing a strong qualification process to truly understand your client's needs
- The concept of a war room and how it helps in crafting effective strategies
- Why prioritizing financials and ROI is more important than focusing on tactics
Follow Freia on LinkedIn: https://www.linkedin.com/in/freiamuehlenbein/
Follow Harv on LinkedIn: https://www.linkedin.com/in/harvnagra/
Sign up for Harv's webinar with Agency Hackers on productivity hacks taking place Thursday 19th September 2024: https://bit.ly/thehandbook24
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.
Managing Gen Z: Challenges, Myths, and the Opportunity with Isobel Camier
The Handbook: The Agency Operations Podcast
01/14/25 • 34 min
This year, Gen Z are due to make up over a quarter of the workforce – a huge proportion. But both the negative headlines and moaning around the watercooler have commenced. Claims of entitlement, laziness, and unreasonable expectations abound.
But is any of it true? And is their approach to work really that detrimental to an efficient workplace?
In this episode, Harv speaks with Isobel Camier, founder of Camier Communications and a training consultant with 15 years of experience in PR and communications. Drawing on her commissioned research into Gen Z in the workplace, Isobel debunks stereotypes and offers actionable strategies for creating a thriving, inclusive environment.
Here’s what Isobel shares in this episode:
- Why values matter: Gen Z is big on purpose and ethics, and their focus on these can help create a more open and accountable workplace.
- Balancing work and mental health: Flexible working and offering mental health resources can help prevent burnout.
- Clear career growth pathways: When you set clear expectations and actually deliver on training promises, it keeps people motivated and excited about their work.
- Technology’s role in engagement: Gen Z’s digital skills are a big asset—embrace AI, tidy up clunky workflows, and let them help your team work smarter.
- Diversity and inclusion: Creating a culture where differences are celebrated and everyone’s voice is heard isn’t just good for Gen Z—it’s good for everyone.
- The power of recognition: Giving regular, meaningful feedback (both the good and the constructive) builds trust and makes the team feel valued and motivated.
Isobel also highlights how open dialogue and listening to employees’ lived experiences can transform workplace culture, making agencies not only better for Gen Z but for everyone.
If you want to attract and retain the best talent in a competitive market, tune in to learn how agency and operational leaders can bridge generational gaps, align workplace practices with modern values, and create a culture that fosters collaboration and success.
View a video summary and get a copy of Isobel’s Gen Z research report on her website
Follow Isobel on LinkedIn: https://www.linkedin.com/in/isobelcamier/
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.
Building a systemized, codified, scalable sales engine with Ryan Hall
The Handbook: The Agency Operations Podcast
12/17/24 • 68 min
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.
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.
BenchPress 2025: 4 Big Agency Opportunities You Need To Be On Top Of
The Handbook: The Agency Operations Podcast
03/25/25 • 38 min
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 margins
- AI’s growing role in agency operations (and the pricing mistake you must avoid)
- The power of confidence in agency success - and how to build it
If 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/BenchPress
Follow 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.
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FAQ
How many episodes does The Handbook: The Agency Operations Podcast have?
The Handbook: The Agency Operations Podcast currently has 30 episodes available.
What topics does The Handbook: The Agency Operations Podcast cover?
The podcast is about Marketing, Design, Creative, Podcasts, Automation and Business.
What is the most popular episode on The Handbook: The Agency Operations Podcast?
The episode title 'Mike Della Porta: How to elevate service delivery for scale' is the most popular.
What is the average episode length on The Handbook: The Agency Operations Podcast?
The average episode length on The Handbook: The Agency Operations Podcast is 39 minutes.
How often are episodes of The Handbook: The Agency Operations Podcast released?
Episodes of The Handbook: The Agency Operations Podcast are typically released every 14 days.
When was the first episode of The Handbook: The Agency Operations Podcast?
The first episode of The Handbook: The Agency Operations Podcast was released on May 9, 2024.
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