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9 resources

Checklist · Beginner · 10 min
Client offboarding checklist
What to do when a client relationship ends, cleanly.
- How a client leaves decides whether they come back or refer. Do it properly.
- ☐ Final invoice sent and paid
- ☐ All deliverables in the agreed location with the naming convention
Items 10
Guide · Intermediate · 10 min
Utilisation and capacity for a small agency
How to measure billable capacity, plan against it and price so the numbers work.
- Small agencies run on utilisation — the share of available hours that are billable — and most never measure it. This guide explains how to compute it, what a healthy number looks like, and how capacity planning and pricing follow from it.
- Compute it honestly
- What healthy looks like
Cheat sheet · Beginner · 5 min
Agency operations cheat sheet
The documents and rhythms a small agency runs on. 4 sections, 16 entries.
- Sales
- Delivery
- Control
Entries 16
Checklist · Beginner · 10 min
Project delivery checklist
What must be true before a project is handed over.
- Handover is where agencies lose the last five percent. This list is the five percent.
- ☐ Every deliverable meets its done-criteria
- ☐ Internal review recorded for each
Items 10
Guide · Beginner · 8 min
Running an agency on a weekly rhythm
The weekly rhythm that keeps a small agency calm: what happens on which day and why.
- Agencies feel chaotic when every week is different. This guide sets a weekly rhythm — planning, delivery, client communication, review — that makes most weeks the same and leaves attention for the exceptions.
- Monday: plan and pipeline
- Tuesday to Thursday: delivery
Playbook · Beginner · 2h
Pricing and proposals that win: playbook
Write proposals that restate the client's problem, price the outcome and close on a next step.
- Proposals that convert at the stated price without discounting.
- Step 1: Restate the problem in their words
- Step 2: Price the outcome
Steps 5Deliverables 3
Playbook · Intermediate · 2h 30m
Delivery workflow for a small agency: playbook
Standardise how work moves from brief to delivery so quality does not depend on who is on the project.
- Any project can be picked up by any team member from the board alone.
- Step 1: Fix the stages
- Step 2: Define ready
Steps 5Deliverables 3
Playbook · Beginner · 1h 30m
Scope control and change requests: playbook
Keep projects within scope with a change-request habit that clients accept because it is fair and fast.
- No unpaid scope creep, no relationship damage.
- Step 1: Write the scope as deliverables with done-criteria
- Step 2: Log every request
Steps 5Deliverables 3
Playbook · Beginner · 2h
Client onboarding that sets the tone: playbook
Onboard a new client in the first week so expectations, access and communication are settled before work starts.
- Every new client has a kickoff, a plan and one channel within seven days of signing.
- Step 1: Send the welcome pack the day of signing
- Step 2: Collect access before kickoff
Steps 5Deliverables 3

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