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When frontline operations employees don’t feel empowered to report problems to upper management, it can lead to terrible, avoidable consequences. And there’s no excuse. We’ve known that for 60+ years.
Want this to be your agency’s best year yet? Commit to five areas—focusing on your best (not worst) employees, focusing on your best (not worst) clients, doing self-marketing, practicing self-care,...
The right hires make your life 10X easier—and the wrong hires will make it 10X harder. Success starts when you define the role. You need to decide if you want...
Thinking about promoting one of your employees to become a manager at your agency? Promotion-from-within is a good policy, but it’s risky when someone’s never managed people before. Here are...
As agency leaders, part of our role is to cross-check others—and to accept cross-checks ourselves. Yet sometimes we get in our own way, instead of encouraging employee feedback. Let’s look...
If you want to grow your agency successfully, you need to make smart decisions along the way. Unfortunately, most agencies aren’t tracking key performance indicators (KPIs) beyond the basics of...