About This Episode:

In this episode of The Agency Profit Podcast, we invited Troy Wruck, GM of Services at Vendasta to discuss how he runs and scales one of the fastest-growing white-label service teams in Canada. We talk about people, processes, metrics, scaling and everything in between. You won’t want to miss this episode.

About Troy Wruck:

Troy Wruck is the General Manager of Marketing Services at Vendasta, where he leads a large team of digital agents who provide social media, website creation, digital advertising, and other services in English and French to thousands of businesses worldwide.

He has a successful track record in accounting, sales, marketing, and leadership, and has worked in a variety of organizations over his two-and-a-half decade career – from non-profit groups to small businesses, and enterprise companies. He has served in a variety of operational and management positions with Toastmasters International and worked closely with Tourism Saskatoon as a member of their National Strategic Advisory Committee.

Follow Troy Online:

Vendasta’s Website

Troy’s LinkedIn

Troy’s Twitter

Timestamps

Valuable Insights and Questions from this Episode:

• Introduction - 0:08
• What is Vendasa? - 2:20
• The Importance of Excellent Whitelabel Delivery Team - 4:00
• Creating and Documenting Services/Processes - 5:55
• Keeping a Small and Effective Team - 8:32
• Ensuring the Team and Processes are Up-to-Date - 9:25
• How Does Process Improvements Work? - 12:00
• How to Add New Services Successfully - 14:42
• Ensuring Your Team’s Quality of Work - 18:32
• Scaling and Managing Your Team - 27:11
• Hiring Process - 31:00
• Creating Trust Within Your Team and Letting Go of Control - 34:00
• Importance of Reporting and Data - 39:34
• Conclusion/Outro - 42:55

Blog:

They say starting an agency is hard. While that is certainly true, most agency owners can attest that growing an agency is much harder.

While a growing agency means getting more clients, it also means having to deal with more work, as well as more workers. For some agencies, this is where plateaus are hit, and progress stops. At times, scaling too fast can even be the reason things fall apart. For those that are prepared and/or are flexible enough to scale and adapt, they start to achieve the elusive feeling of “scaling” their service business.

That’s why we invited Troy Wruck onto the show. Troy Wruck oversees marketing services at Vendasta and is scaling one of the largest and fastest-growing whitelabel services teams in the country.

I’ve always known that scaling a white-label shop, even focused on just a single service offering (ie: facebook ads) requires operational excellence. When I found out Troy was doing it across multiple services, in multiple languages for clients of all different shapes and sizes; I knew I had to bring him on the show to see how he was doing it.

The Secrets to a Successful Agency

Being witness to the rise and fall of multiple agencies (and the success of Vendasta), we asked Troy about the qualities of successful agencies and what makes them different from those who failed.

According to Troy, it all boils down to being able to offer what your customer needs. As an agency, it should be your goal to understand the pains and goals of your customers. You should be able to create a service for that customer that addresses all those points. Also, it helps if you accept the fact that there is no one-size-f