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In this episode, Logan Lyles interviews Bob Ruffolo, CEO of IMPACT, discussing the evolution of their business model from a traditional agency to a coaching and training company. They explore the importance of building a community around their services, the shift in buyer behavior, and the introduction of the new framework, Endless Customers, which emphasizes the need for businesses to adapt to changing market dynamics and consumer expectations. In this conversation, Bob Ruffolo discusses the evolving principles of marketing, emphasizing the importance of understanding buyer needs, utilizing video content, and fostering human connections in business. He outlines the four pillars of a successful marketing strategy and shares insights on innovative selling techniques that resonate with today's consumers. The discussion also touches on the significance of community building and personal relationships in driving business success.

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In this episode of the Agency Builders podcast, Logan Lyles and Susan Fennema discuss the critical issue of owner dependency in agencies. They explore the personal and business impacts of this dependency, symptoms to look for, and practical steps agency owners can take to eliminate it. The conversation emphasizes the importance of documentation, delegation, and the right tools to empower teams and enhance agency operations. Susan shares insights on navigating personal relationships in delegation and the significance of having clear processes in place to ensure business success without the constant involvement of the owner.

Takeaways

• Owner dependency can lead to burnout and inefficiency.
• Agencies need to empower their teams to make decisions.
• High turnover and chaos are symptoms of owner dependency.
• Documenting daily tasks helps identify what can be delegated.
• Not all tasks require full-time hires; fractional help is an option.
• Clear processes are essential for effective delegation.
• Tools should enhance processes, not replace them.
• Avoidance of difficult conversations can worsen situations.
• Systems and processes are crucial for business success.
• Regularly assess team roles and responsibilities.

Resources Mentioned In This Episode

• Try Teamwork.com for your Project Management Needs
• Get a Copy of Susan's Book: Efficiency Amplified

Connect with the co-hosts of Agency Builders:

• Jay Owen
• Tyler Pigott
• Cassie Shea
• Logan Lyles

Love this content & want to connect with the community?

• Join us for the Annual Agency Builders Retreat (March 26-28th, St Augustine, FL)
• Send a LinkedIn message to Logan to get your invite to the invite-only Agency Builders Community

Could white-labeled video editing services help scale your agency?

• Check out our friends at VideoScale. Use promo code BUILDERS to get 10% off your first month!

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Get one of the last remaining tickets for Agency Builders Retreat 2025: https://agencybuilders.com/ticket

In this episode of the Agency Builders podcast, Logan Lyles and Michael Davern discuss a challenging experience faced by Davern's agency, Incept, with a startup health plan client. They explore the initial success, the impact of leadership changes, and the lessons learned about client dependency and the importance of strategic partnerships. The conversation emphasizes the need for agencies to adapt their approach to client relationships and to prepare for potential churn in revenue. In this conversation, Michael Davern and Logan Lyles discuss the evolution of agency-client relationships, emphasizing the importance of client discovery, strategic planning, and the need for agencies to focus on long-term success rather than just immediate outputs. They explore the significance of owning data, building communities, and aligning marketing efforts with sales cycles. The discussion also touches on the role of AI in agency operations and the importance of prioritizing client needs and outcomes.

Connect with the co-hosts of Agency Builders:

• Jay Owen
• Tyler Pigott
• Cassie Shea
• Logan Lyles

Love this content & want to connect with the community?

• Join us for the Annual Agency Builders Retreat (March 26-28th, St Augustine, FL)
• Send a LinkedIn message to Logan to get your invite to the invite-only Agency Builders Community

Could white-labeled video editing services help scale your agency?

• Check out our friends at VideoScale. Use promo code BUILDERS to get 10% off your first month!