Fielding the Right Service Team

What’s Our Secret to Knocking It Out of the Park for Clients? Chemistry.

You have to think like a baseball coach when you’re organizing a service team at an agency. Who are your specialist players, like pitchers, who excel at one role? Who are the utility players who can move seamlessly between positions?

As our agency has grown, we’ve moved past the all-hands-on-deck approach and on to connecting clients with team members based on skill and emotional chemistry. I spend about half my day slotting our agency’s roster into the best positions for each client.

With social distancing and remote work still in full effect, it’s even more important to develop solid teams that can communicate well with clients and anticipate their needs. As any good manager knows, a team’s strengths and weaknesses reveal themselves when the stakes are high — but the right players rise to the occasion.