Running a successful agency is more than just delivering great campaigns—it’s about creating a seamless balance between flawless execution and exceptional client communication. When you have an Elite Ad Operations Team (do-ers) dedicated to executing campaigns with precision and a Proactive Client Experience Team (communicators) focused on building trust and maintaining relationships, your agency becomes unstoppable.
This structure creates tangible value: efficiency, scalability, and client loyalty. With execution and communication handled at the highest level, your team is free to focus on growth, innovation, and strategy. No wasted hours troubleshooting campaign issues. No misaligned expectations. Just a streamlined, results-driven system that delivers ROI for your clients and elevates your agency's reputation in the market.
The Doers: The Technical Titans
Let's start with the doers. These are the individuals who thrive on the technical side of things. They're the ones poring over data, crafting intricate strategies, and executing with precision. Think of them as the engine room of your agency, powering every campaign and delivering results.
For us at Conduit, our Ad Ops teams are our doers - driving performance by strategizing, optimizing and using their expertise to deliver real-world results. But while their skills are invaluable, it's important to remember that technical expertise alone isn't enough. To truly maximize their impact, doers need to be paired with effective communicators.
The Communicators: The Bridge Builders
Communicators are the bridge between the technical world and the client. They're the ones who can take complex ideas and translate them into clear, concise, and compelling messages. They're the storytellers who can weave a narrative around data, painting a picture of success and opportunity.
A great communicator can:
Simplify the complex: Break down intricate concepts into easily digestible terms.
Build relationships: Foster strong connections with clients through empathy and understanding.
Drive action: Inspire clients to take the next step, whether it's a new campaign or a strategic pivot.
Our CX Team are our master communicator, working as the single point of contact for our partners and ensuring everyone is on the same page. They work as translators, distilling all the information into tangible results for clients and ensuring our Ad Ops team understands the goal of each campaign.
Expertise meets Articulation
When doers and communicators work together harmoniously, the results can be truly transformative. By combining technical expertise with effective communication, agencies can:
Enhance client relationships: Foster trust and transparency by keeping clients informed and engaged.
Improve decision-making: Provide data-driven insights that inform strategic choices.
Increase revenue: Drive growth by delivering exceptional results and exceeding client expectations.
Literal vs The Why
Combining expertise with elite communication can put work into context, demonstrating to clients the direct business value and reasons why each part of the strategy is important. It also helps your conservations with clients, turning raw results into stories of growth and opportunity.
The Role of Personality
It's important to recognize that the roles of doer and communicator aren't mutually exclusive. While some individuals may naturally gravitate towards one role or the other, many people possess a blend of both skills.
Personality assessments, such as the Culture Index, can help identify individual strengths and preferences. By understanding how different personality types interact, agencies can create teams that are both productive and harmonious.
What it means for you
In today's competitive landscape, agencies that can master the art of balancing doers and communicators will have a significant advantage. By recognizing the value of both roles and fostering a culture of collaboration, agencies can achieve greater success and build lasting client relationships.
So, the next time you're evaluating your team, consider the following:
Do you have a healthy mix of doers and communicators?
Are your team members effectively collaborating?
Are you leveraging personality assessments to optimize team dynamics?
By answering these questions, you can take steps to create a more effective and efficient agency.
If you’re not striking the right balance between doers and communicators speak to Conduit Digital. Some of our top agencies focus on the communication, strategy and client relationship side of the business and leave the execution to us.
Conduit Streamlines, Upgrades, and Scales your client portfolio to help reduce the risk of client churn so that you can become the best digital agency in your market in 45 days!
Next steps
If you haven't already, start by watching our latest episode of Conduit Currents The Role of Communicators vs. Doers- it's packed with insights to help you align your team's roles for maximum impact.
Already caught the video? Great! Take the next step and discover the 10 Reasons Why Conduit Digital Is a Better White Label Agency for Scaling Your Agency. See how we help agencies like yours grow smarter and faster!
