Quality over Quantity

The pursuit of growth can often feel like a double-edged sword. On one hand, expanding your client base and team can unlock new opportunities and propel your business forward. However, as Kevin Hourigan, President and Co-Founder of Spinutech, wisely notes, “Revenue doesn’t cure all problems, it just creates others.”

The truth is, growth for the sake of growth alone is rarely sustainable. Instead, agencies must adopt a strategic approach, prioritizing quality over quantity and striking the right balance between acquiring new clients and retaining top talent. As Kevin advises, “Don’t grow for the sake of growing but grow for the sake of quality growing.” At the heart of this approach lies a laser focus on attracting and retaining the right customers and coworkers. 


Onboarding the Right Clients 

Acquiring the right clients is a delicate dance. While it’s tempting to say “yes” to every potential project, doing so can quickly lead to a mismatch between your agency’s capabilities and the client’s expectations. 

Instead, agencies should establish clear criteria for evaluating new client opportunities, considering factors such as:

  1. Alignment with your agency’s core competencies and service offerings
  2. Compatibility with your agency’s values and work culture
  3. Realistic budget and timeline expectations
  4. Potential for long-term partnership and growth

By carefully vetting potential clients, you not only increase the likelihood of successful project delivery but also foster a more harmonious working relationship, reducing the risk of client attrition down the line.


Attracting and Retaining Top Talent

 Just as important as acquiring the right clients is attracting and retaining the right coworkers. In a people-driven business like an agency, your team is your greatest asset. Agencies should prioritize creating a work environment that fosters growth, collaboration, and work-life balance.

During the hiring process, look beyond technical skills and experience. Assess candidates’ cultural fit, work ethic, and alignment with your agency’s values. 

Once you’ve assembled a talented team, invest in their growth and well-being. Foster a positive work culture that values work-life balance and employee satisfaction.


Keeping Clients and Employees Delighted 

Ultimately, the key to sustainable growth lies in satisfied clients and coworkers. As Kevin emphasizes, “Make sure you’re onboarding the right mix of quality customers and quality coworkers and keep them happy and delighted.”

To achieve this, agencies should establish clear key performance indicators (KPIs) and benchmarks for measuring client and employee satisfaction. Regularly solicit feedback through surveys, one-on-one meetings, and performance reviews. Use this feedback to continually refine and improve your processes, communication, and overall approach to client and employee engagement.

By striking the right balance between acquiring new business and retaining top talent, and by prioritizing the delight of both clients and coworkers with the right KPIs, agencies can position themselves for long-term, sustainable growth.

To learn more about finding the right balance when scaling and growing your agency, tune in to this episode of The Progressive Agency Podcast to hear more from the President of Spinutech, Kevin Hourigan.


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