Description

Summary:

In this solo episode, host Sean Lang breaks down why messy operations aren’t the root problem in most agencies. The real issue starts at the cultural level with unclear values, lack of accountability, and ambiguous expectations. Sean walks through the hierarchy of frameworks every agency must install to reduce churn, strengthen delivery, and scale sustainably.

Takeaways:

• Client churn is a symptom of deeper operational and cultural issues.
  
• Consistency starts with an objective “definition of done.”
  
• Shared knowledge eliminates single points of failure.
  
• Accountability comes from clear role scorecards and regular feedback.
  
• Culture and core values drive sustainable systems and retention.

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