Teams | Collaboration | Customer Service | Project Management

Latest Videos

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: 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!

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 consistently Choosing the right documentation tools – specific tools that are helpful in documenting and communicating workflows.

Richard Brett: What is 'rev rec' & which metrics matter?

Which metrics should you track, to run your agency as efficiently as possible? In this episode we speak with Richard Brett. Rich is a seasoned FinOps professional with 15+ years of experience, including a decade in the agency world. Rich has played a key role in scaling agencies, setting up financial processes, and supporting sustainable growth. Rich will take us into a deeper dive of agency finances, starting with revenue recognition – recording revenue when it's earned, not when payment is received – and explain why this is so important.

Dan Timmiss: How to get your agency IT ready for scaling

As an Ops person, the role of IT expert is often part of the job. So how can you ensure your agency’s IT infrastructure is set up for scaling? That's the focus of our discussion with Dan Timmiss, Technical Director at Kaizen IT Solutions. With over two decades of experience, Dan has helped hundreds of creative agencies optimize and manage their IT setups, from audits to complete IT overhauls and supporting scaling teams.

Freia Muehlenbein: How to pitch to WIN

Winning pitches is tough. Ghosting has become a common challenge, and even when you win, clients may be commissioning smaller pieces of the project rather than the full program. But that’s only part of the struggle - crafting pitch decks takes a lot of time and energy. Surely there’s a better way than packing slides with your best creative ideas. In this episode we tackle these challenges and introduce a strategic approach to pitching. The focus shifts from pitching tactics to showcasing value and ROI.

Jenny Plant: Great Sales and Great PM - Can One Person Do It All?

Part of the remit of an ops leader is to ensure they’ve got the right people, in the right place. In many agencies, account managers handle sales, client relationships, AND project management. However, this hybrid role often leads to trade-offs. Everyone’s got their own strengths and preferences – and these responsibilities seemingly require very different personality types.

Julia Vastrik: How to strengthen company culture in the WFH era

We’re in the age of remote and hybrid working, and our physical distance from one another is having a huge impact on company culture. Previously, grabbing lunch or a drink after work was easy. But now, even small talk needs to be consciously brought into our scheduled Slack calls to avoid things becoming too transactional. This new way of working can lead to serious challenges like feeling disconnected from colleagues and the company mission, lacking motivation, and experiencing loneliness.