Organisational structure inefficiencies, lack of documented processes and standardised service packages, no plan for new hire training and onboarding as well a lack of visibility into overservicing are some of the key challenges that agencies face when they start to scale.
Today, we'll look at the last set of agency growth challenges, namely:
- Stepping back as the agency founder or CEO and allowing team members to make decisions on their own is an internal struggle that can stall sustainable growth.
- Growing the team, the customer base and the service offerings often leads to a leadership and an identity and positioning crisis internally that inevitably has the potential to slow growth as it expands externally too.
- Showing the real value the agency brings to clients is a constant struggle, particularly with year two or three renewals, so agencies need to think about developing a delight programme that also includes the identification of upsells.
Let's take a look at each challenge in more detail.