A CEO of a 150-person remote agency says standardized documentation and processes are essential for scaling. Without consistent onboarding and campaign management, client satisfaction and operational efficiency suffer.
What is your number one tip for agency operators? Remember that the folks you're hiring need to adhere to a standard way of doing things at your company. I think that Galactic Fed never could have scaled to the size that we are now if we hadn't had what we call the Galactic Fed Way, which is a sort of blueprint documentation that we do for literally everything from the way that we onboard a new employee to the way that we build a new campaign. A lot of our team spends quite a bit of their week just documenting the process of the way that we do things. And I found that, sure, while this may take some time away from time spent with clients, that two or so hours per week of documentation helps the entire company as well. Because rather than when we onboard a new person, having them have to come in and sit next to someone virtually, since we're remote, and teach them the way that we do stuff. It's all written down, it's all documented. Focus on documentation, focus on process, focus on making sure that people do things the same way so that clients have a consistent thing they can approach that doesn't change from account manager to account manager.
