Transcript
WEBVTT
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Hey everybody, welcome to another agency
TRACK EPISODE OF B Tob Growth. My
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name is drew McClellan and I am
with Agency Management Institute and I am delighted
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to be back with you to chat
about what's happening in agencies across the globe.
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As I record, this is early
June of two thousand and twenty and
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we are here in the states and
in many other parts of the world wrestling
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through both the pandemic and a lot
of protests and rioting and a lot of
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really interesting and difficult discussions around racism
and so it is certainly a volatile and
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important time in certainly our world's history, and all of this is impacting agencies.
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So before I get into what I
want to talk about today, just
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a huge thank you to the folks
that be tob growth for inviting me to
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be your host for this particular track
and to share some information with you.
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So, if you're not familiar with
agency management, is to to we've been
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around since the S and we work
with agency owners and are basic premises that
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most agency owners are accidental business owners. They're awesome at the client facing part
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of the work, but they struggle
sometimes with the business side of the business
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and the reason we exist is to
help agency owners make more money and keep
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more of the money they may and
so we work with about two hundred and
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fifty agencies all over the world helping
them do just that every day, and
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we do that through all kinds of
different ways. We have a podcast called
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build a better agency, which I
would invite you to join us at if
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this is a topic that is interesting
to you. We have all kinds of
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workshops, both on demand and live, and this year we are having our
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first ever conference, the build a
better agency summit, which will be in
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Chicago November eleven the twelve, if
we're all able to travel by then,
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which I'm hoping we will be able
to. So actually that's what I want
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to talk to you about today.
Is I want to talk to you about
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this return to normal from an agency
owners perspective and one of the things,
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one of the big things, and
I'm talking to agency owners right now about,
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is the return back to the office. So most states have started to
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lighten up the lockdown provisions of the
sheltering from home and many agencies are beginning
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to go back to the office,
and so one of the conversations I'm having
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every day right now with agency owners
is they're wondering how agencies are doing that.
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So what how are my peers going
back to work in their office setting
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and are any of them thinking about
maybe not going back? So I thought
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that would be a good conversation for
us to have today. So, as
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of June twelve, which is when
I'm recording this, I would say of
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the agencies we work with, which
are predominantly US based agencies, about thirty
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five percent of them are fully back
in the office, so they are everybody
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on staff is back, unless they
have a medical reason for not being back,
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and then I would say another probably
forty five or fifty percent of them
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are in what I would call a
phased approach. So they are back in
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the office, some subset of employees
are back in the office and they have
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a schedule of how quickly everyone else
is going to come back to the office.
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So many agencies at this stage,
in the early June stage, are
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at the point where they've said to
their employees, if you want to go
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back to the office, you can. If you still want to stay working
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from home for a little while,
you could do that too. And then
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here are the dates and they've got
those stretched out of when we want to
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have twenty five percent of the staff
in the office or fifty percent of the
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staff, and here's the day when
we expect everyone to be back, and
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the only people who will not be
back in the office are people who have
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a medical reason, in essence of
doctor's note, for not being able to
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come back, in most cases because
they have some sort of compromised immune system
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and it's not safe for them to
be out anywhere, is I say,
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for them to go to the grocery
store or restaurants or on vacation, and
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it certainly not safe for them to
come into the office. So that's sort
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of where what's happening as of right
now, if we look at sort of
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this time stamp of early to mid
June. So some considerations around that.
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I mentioned that some of you are
thinking about not coming back at all and
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I would say that a very sliver, a small sliver, of the agencies
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that we work with that weren't already
virtual. Obviously, if they were already
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virtual, they've just been humming along
and kind of laughing at us as we
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try and figure out this work from
home thing, because I already had figured
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out. But there's a small sliver
of agencies where the working from home is
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gone so well and in full candor. In many cases this is driven by
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the agency owners own personal feelings about
going back to the office. I think
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in many cases how the staff responds
to the idea of going back to the
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office is very reflective of the leader
of the organization and how they feel about
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going back. So the agencies that
are already back, the owner was ready
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to go back, was excited to
go back, felt safe going back and
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exuded all of those emotions to their
team, who then also felt like it
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was safe and a good idea to
go back to the office. But we
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do have a couple agencies that are
actively trying to negotiate their way out of
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an existing lease or are going to
just let their rest their lease run out
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and not renew their lease and they
are thinking about going virtual. A hundred
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percent of the time, as you
might imagine, that is predominantly smaller agencies.
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So I would say ten and maybe
fifteen people at the most. I'm
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not seeing a lot of the larger
agencies and we work with agencies from,
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you know, one or two employees
to about two hundred and fifty employees and
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I'm not seeing the larger agencies,
even agencies twenty and larger, talking really
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about going virtual if that's not how
they were set up prior to covid.
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So the agencies that are going back
there are some common sort of questions and
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concerns and considerations about going back.
So of all the agencies that we work
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with that are back in the office
already, a couple of them are actually
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taking temperatures at the door before they
let the employees in of the morning,
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but the vast majority are not taking
temperatures. Are asking employees in essence,
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to self report and self regulate.
So some agencies are saying, look,
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every Sunday night, send an email
to your direct supervisor saying I don't have
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a temperature, I don't ever persistent
cough. I have not been exposed,
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to the best of my knowledge,
to anyone who has an active case of
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covid and I feel the same as
I have in the last week or two
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weeks or three weeks. So there's
sort of self reporting that they are healthy
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and ready to come back to work. That's sort of the most common sort
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of preventative measure that I'm seeing agencies
take very few agencies, like two or
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three, have invested in any any
sort of screens or protective barriers to put
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between offices or to put in a
conference room. Most of you are rearranging
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your office as a little bit,
or maybe you're sitting every other desk or
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something like that to allow for social
distancing, but for the most part there's
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not been a lot of investment in
equipment or new desks or anything like that
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to really mandate and control social distancing. On the subject of masks, I
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have probably only one agency that I
know of that is requiring masks. Most
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agencies are saying, look, if
you want to wear a mask at the
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office, you absolutely can, but
if you don't want to wear one,
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you don't have to. However,
if you are going to be working with
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or approaching someone who is always wearing
a mask, it's going to be etiquette
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in the office for you to say
to them, Hey, I'm going to
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I'm heading over to your office or
do your cube or whatever, or we're
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about to meet in a conference room
together. Would you like me to wear
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a mask? So they're allowing the
employees to sort of navigate this together in
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a way that is sort of mutually
respectful of everybody's personal choices. Most agencies
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are providing hand sanitizer, sanitized wipes, a clean a more aggressive cleaning schedule,
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more more cleaning products in the office. I have not had an agency
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that is providing gloves or masks or
anything like that, but all of them
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are stepping up their own sort of
cleaning regime and sharing that information with the
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employees. One of the keys,
I think, to a successful return to
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the office is a lot of communication
around what you as the agency owner or
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the agency itself. What are you
doing and not doing in terms of safety,
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and what are you requiring the employees
to do? So a lot of
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candid conversation about the rules and what
are rules? What are hard rules like?
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In this one agency you will wear
a mask if you are at the
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office, and even this agency they
have to wear a mask when they walk
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in. They have to wear a
mask if they're in common areas, but
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if they're sitting at their own desk
they don't have to wear a mask.
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I don't know of any agency that's
requiring someone to wear a mask from the
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minute they walk in the door until
the minute they walk out at the end
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of the day. But I think
it's really important that you define what the
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rules are versus what sort of the
suggestions are guidelines are. So be clear
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with your employees and your team about
this is what is required and this is
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what we would like to suggest,
but we're leaving that up to you.
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So be really clear in your language
around that. So one of the other
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questions that I get asked about quite
a bit around or turning back to the
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office, is what do I do
if an employee doesn't want to come back?
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And you know that's going to be
a very individualistic decision for you and
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your agency. Some agencies are taking
a hard mind and they're saying, look,
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everybody's got to be back by pick
a date, whatever that is.
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So let's say August fifteen. If
you're not back in the office working by
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August fifteen, then we need to
have a conversation about whether or not you
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can still work here, because we're
a collaborative business. We work better when
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we're all together. It's not fair
for some people to opt out of working
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at the office while other people are
in the office. Others are taking a
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much more relaxed stance about it.
Which is pretty much they're saying. Look
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through the end of two thousand and
twenty. This, by the way,
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is not the norm. I'm giving
you an extreme. Through the end of
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two thousand and twenty you can work
from home or the office, you decide,
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but I don't know anybody who is
saying you can work from home forever.
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I'm not hearing any agencies say that
right now. If the agency owner
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or leadership team is decided we're going
back to work, we're going back to
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the office, then at some point
in time they are requiring everyone to be
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in the office. Now one of
the things that is happening is a lot
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of agencies are really rethinking their remote
work policy. So prior to covid there
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were a lot of agency owners that
I knew there were very anti work from
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home. They didn't think it would
work, they didn't think it was productive,
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and some of them, some of
them, are changing there too,
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and so I think we're going to
see a lot of highbread we're work sort
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of expectations and that many agencies may
be a little looser about allowing people to
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work from home on occasion. I
don't envision that a lot of agencies are
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going to move to a yeah,
you can just work wherever you want,
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even though you're all in town and
could be at the office. I don't
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see a lot of that. One
of the reasons for that is I think
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I think it's important for us to
be careful about making permanent decisions or promises
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about the work environment while we are
in still in the middle of all of
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this craziness. Think everyone's emotions are
super raw. I think a lot of
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people are afraid, I think a
lot of people are angry, I think
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a lot of people are depressed,
and so I want to caution you on
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making any permanent or long term decisions
right now. It's a little like they
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tell you after you've had a loss
in your in your life, a death,
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that that is not the time to
be making decisions, financial decisions,
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moving decisions, job decisions, because
you're just not really able to just be
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objective about the decision. And I
think we're in a situation very much like
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that right now. Our emotions are
so raw and we're experiencing so many things
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that we've never experienced before that it's
a dangerous time to make absolute decisions.
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So one of the things I want
to caution you about is a lot of
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people have said, well, you
know what, this working from home thing,
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it's working pretty well. We might
really loosen up on our regulations around
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that. One of the reasons why
working from home right now is really working
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and why agency owners are having more
confidence in it than they've ever been had
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before are a couple things. Number
one, everybody on the team is in
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the same circumstance. So everyone is
working from home. They're all checking in
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on zoom at the same time or
they're all, you know, on skype
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or whatever whatever you're using. They're
all using the same tools, they're all
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slacking at the same time and everybody
is, in essence, working in the
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same environment, even though everyone's environment
is very unique to their home right so
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it's very different when everyone is working
remotely, as opposed to a hybrid situation
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where some people are in the office. So let's say you have four people
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who need to be in a meeting
and three of the people are in the
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meeting in the office, in the
conference room, they're looking at the white
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board, they're participating in a in
an organic way, and a third person
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calls in for that meeting. That's
very different than all of you being on
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zoom and all of you using the
Zoom White Board. So be careful about
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assuming that the work from home environment
is going to work down the road in
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a different circumstance. The other reason
why work from home is getting such ray
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of reviews right now is all of
the concerns that agency owners had, which
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was my employees are how will I
know what they're doing? How I know
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if they're working? They might be
going to a yoga class or having lunch
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with their friends or fill in the
blank. Well, right now none of
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us can go anywhere, and so
of course we're working from home and of
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course productivity is up and of course
your people are working longer hours they don't
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have anything else to do. So
again, my caution is I'm not I'm
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not anti work from home, I'm
not anti remote work. What I'm saying
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is do not let this very,
very abnormal, hopefully will never happen again
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moment in time and how work from
home worked in that environment dictate to you
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whether or not it's a good idea
for your agency in the long run.
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So be mindful of the just how
abnormal everything is right now. So don't
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don't look at what has happened in
the last couple of months and say,
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well, I can extrapolate that that
will work out just as well in March
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of two thousand and twenty two as
it is in, you know, March
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of two thousand and twenty because I
don't think that's true and I would hate
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for you to break your lease or
decide you're going completely remote or completely re
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work your work from home policy in
a really permanent, absolute way until we
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are a few months out of this, until we what we feel like is
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that we're sort of back to air
quotes normal, and then you can look
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back and say, well, now
that I look at it and now that
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I look at what's happened since then, here's what I really think. So
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give yourself some time to make those
decisions. One of the other things you
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need to think about in terms of
returning back to the office is how do
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you communicate that with clients? Our
clients going to be welcome back in the
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office and, if so, what
are the rules they're what about partners and
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vendors? So it's not just your
own team that you need to communicate sor
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of the again, the rules versus
the guidelines or the boundaries for the suggestions.
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You also need to communicate that out
to anyone else who might be typically
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walking in your door, and even
thinking about male people and Fedex people and
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all the people who wander in and
out of our office every day. You
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just have to be really clear about
what your expectations are. And, by
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the way, you probably have to
educate people multiple times. So it's probably
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not just one staff meeting. It's
also going to be some signage in the
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office. It's going to be signage
on the door for visitors, all those
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sorts of things. So this is
a whole campaign about communicating something new.
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Good news is we know how to
do that. We've been doing that for
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clients for years, but we often
don't do it as well for ourselves.
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So this is a time when the
cobbler's children really do need choose. They
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need good shoes. So don't skimp
out on how often you talk about this,
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how many different ways and places you
have reminders and that you allow your
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team to communicate with you, not
only before you go back to work but
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during that process, during that phase
in process and even after they've been in
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the office for a week or two
weeks or a month. You're going to
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want to get some feedback from them
to make sure that they are feeling like
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they're in the know. They know
what you're doing, what you're not doing.
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You know what the rules are with
the expectations are. So this is
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a time for greater communication than normal, which is sort of what we've been
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in. I think we've been in
a point we need to communicate more situation
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for the last couple of months.
But heading back to the office is a
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critical time for you to continue to
communicate very clearly, often and through different
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methodology, so it's not just you
talking, but it might be a video,
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it might be some signage in the
office. So be thinking about all
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the ways that you can help your
team get comfortable and feel safe as you
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ask them to come back to the
office. So I hope that was helpful.
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As you were thinking about this,
I'm sure, for your agency,
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or maybe you're in the midst of
it right now. I'm happy to answer
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any questions that you might have about
how other agencies are doing this. We
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do have a whole section on our
website. So if you go to agency
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Management Institutecom COVID, we have a
ton of resources there. Specifically for agencies
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and there's quite a bit there about
going back to the office. What's allowed
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what's not allowed. By the way, if you take your employee temperatures,
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you can't say them out aloud.
That's a hip of violation. So you
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can take it and then you can
say to them okay, you can come
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in or maybe you should go home, but you can't be more specific than
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that out loud where other people can
overhear you. So there's all kinds of
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interesting nuances to this and we've got
a lot of resources on the covid page
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that hopefully will be helpful to you. So help this was helpful. Again,
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if you have questions to shoot me
an email at drew at agency management
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Institutecom. Happy to be helpful of
I can be. And again, a
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huge thanks to my friends at beb
growth for inviting me to host this track
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and to share with you some thoughts
about agency life, and I'll be back
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next month with another thought or two. All Right, talk to you,
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sue. For the longest time I
was asking people to leave a review of
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BB growth in apple podcasts, but
I realize that was kind of stupid because
267
00:20:04.319 --> 00:20:10.349
leaving a review is way harder than
just leaving a simple rating, so I'm
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00:20:10.390 --> 00:20:12.269
changing my tune a bit. Instead
of asking you to leave a review,
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00:20:12.670 --> 00:20:15.470
I'm just going to ask you to
go to baby growth and apple podcasts,
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00:20:15.789 --> 00:20:21.460
scroll down until you see the ratings
and reviews section and just tap the number
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00:20:21.460 --> 00:20:25.299
of stars you want to give us. No review necessary, super easy and
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00:20:25.420 --> 00:20:29.099
I promise it will help us out
a ton. If you want to copy
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00:20:29.140 --> 00:20:32.660
on my book content base networking,
just shoot me a text after you leave
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00:20:32.700 --> 00:20:36.009
the rating and I'll send one your
way. Text me at four und seven,
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00:20:36.289 --> 00:20:37.849
four and I know three D and
three two eight