Agency operations can be lonely. Enter The Handbook: The Agency Operations podcast. A space where we talk to fellow experts and operations leaders about agency ...
Managing Gen Z: Challenges, Myths, and the Opportunity with Isobel Camier
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 websiteFollow 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.
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Building a systemized, codified, scalable sales engine with Ryan Hall
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.
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Running your agency like clockwork with Jinny Mitchell-Kent
How do you create a highly efficient agency without losing flexibility or quality?In this episode, Harv Nagra sits down with Jinny Mitchell-Kent, Joint Managing Director at Great State. With nearly 20 years of experience at agencies big and small—including global powerhouse AKQA—Jinny shares how she’s applying lessons from her big-agency days to a 100-person team.Here’s what you’ll hear:How moving from COO to MD changed her focus from internal projects to building client relationships, while maintaining her focus on performance and excellence.The strategies Great State uses to compete with much larger agencies by staying lean and adaptable – from scaling up the team quickly when required, to creating a flexible delivery framework.Practical tips on managing costs, tracking profitability, and keeping teams running smoothly.How Jinny is championing inclusivity with initiatives like the Great Women’s Network.If you want to learn how to streamline your operations and scale smarter, this episode is packed with insights you can put to work right away. Give it a listen!Follow Jinny 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.
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How to document and embed best practices that stick with Harv Nagra
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.
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Hire, train and retain like Sarah Brougham
Hiring and training new employees is a big commitment - and getting it right will have a lasting impact on your agency.Kicking off The Big Agency Club series, we chat with Sarah Brougham, VP of Operations at GenFlow. Sarah’s helped multiple agencies go from start-up to established, having a big hand to play in their growth and maturity journies. Sarah has spent the past six years at GenFlow, helping grow revenue there by 5x and headcount 16x.Sarah gives us her best tips on:Hiring the right people for your agencyCreating onboarding programs that new hires love and gets them off to a running startHow offboarding goes beyond formalities and systems removals, and includes decisions on retentionHow to decide whether to fight to keep an employee that's thinking of leavingFollow Sarah on LinkedIn: https://www.linkedin.com/in/sarahbrougham/Follow Harv on LinkedIn: https://www.linkedin.com/in/harvnagra/Agency8x: https://www.agency8x.com/ 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.
Agency operations can be lonely. Enter The Handbook: The Agency Operations podcast. A space where we talk to fellow experts and operations leaders about agency life – discussing the challenges keeping us up at night, as well as strategies that help make things run a little bit smoother. Each episode, we'll have a guest speaker who brings a fresh perspective and gives us plenty of food for thought. Hosted by Harv Nagra, operations consultant, and former in-house agency operations director. Subscribe and be lonely no more!–––The Handbook: The Agency Operations Podcast is brought to you by Scoro.
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