Learn
How to have better and less boring meetings
I dislike pointless meetings. No. I HATE pointless meetings. 😡 Not in the "ugh-this-is-annoying" kind of way. No, I genuinely hate them. You know the feeling — sitting there, clock-watching, wondering how fast you can get out of here? But...
A practical system to level up client service in your agency
At my former agency, we developed something called "the buddy system". In simple terms: for every client, we assigned a team of at least two consultants. Usually, one was the lead consultant and the other was the "mentor." In this post, I’ll...
Founder Notes
#15 How customer personas can seriously upgrade your service
Using personas to train your team can be a game changer. If you want your people to really tune in to different types of customers and adjust their approach accordingly, personas are your best friend. I’ve used them for years...
#14 What Amazon, Nike, and Disney know (and you can use too)
Pay close attention to today’s Founder Notes. I want to share some of the secrets behind how the big players use the compound effect of happy customers. Growing a business isn’t just about acquisition. Everyone is fighting for attention, but...
#13 Why fewer hours doesn’t mean less value
This happens all the time: A client compares two quotes with roughly the same total price. But while one party includes a significant number of hours, the other proposes far fewer. The logical question that follows: Why am I paying...
#12 - 7 Small habits to make your business run smoother
Today I want to share a few simple but surprisingly effective habits that helped our agency run smoother and deliver better quality. We trained our people in these habits, built them into our workflows, and stayed sharp on execution. I...
#11 How to Keep Your Head Cool as a Founder
You might recognize this situation... I used to wake up multiple times each night, struggling to fall back asleep. Every time, it was something new — an issue, idea, or situation that hijacked my brain. Having a small child didn’t...