Welcome to another insightful episode of Build a Better Agency! This week, host Drew McLellan welcomes renowned author, speaker, and client experience expert Neen James for a thought-provoking discussion that will challenge agency leaders to rethink how they deliver value. Together, they explore the concept of "luxury" in the context of client service and agency culture—not just as something exclusive or material, but as a mindset centered on attention, connection, and making others feel truly seen and valued.

Neen shares the findings from her latest book and a groundbreaking research study that uncovers four distinct "luxury mindsets." She explains how every agency, regardless of size or specialty, can elevate their client experience by understanding these mindsets and tailoring interactions to meet (and exceed) unique client expectations. Through vivid examples drawn from luxury brands and her own experiences consulting for CEOs, Neen demonstrates how agencies can create a sense of belonging and reward for their clients, making every client touchpoint feel like a delightful, memorable experience.

Drew and Neen also dive into practical strategies for agency owners to foster a culture of "systematized thoughtfulness." From reimagining yourself and your team as concierges rather than order-takers, to implementing routines that ensure consistent, meaningful outreach to clients and internal teams, Neen offers actionable advice for embedding luxury-level attention into daily operations. They also discuss the significance of empowering team members, the importance of internal culture in reflecting client experience, and creative ways to find "champagne moments" in both everyday interactions and brand touchpoints.

If you're ready to stand out in a crowded marketplace, retain happier clients and employees, and transform ordinary agency processes into extraordinary experiences, this episode is not to be missed. By the end, you'll have fresh inspiration and tangible tactics to make your agency a place where both clients and team members feel genuinely valued—every single day.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

What You Will Learn in This Episode:

• • Rethinking "luxury" as an elevated client experience
  • The four luxury mindsets and how they influence agency relationships
  • Why attention and human connection are key differentiators for agencies
  • The role of personalization, customization, and anticipation in delivering exceptional service
  • The importance of treating employees as "internal clients" to empower them to delight external clients
  • Turning everyday moments into memorable "champagne moments"
  • Systematizing thoughtfulness as a business development strategy

Welcome to a crucial episode of Build a Better Agency! This week, host Drew McLellan is joined once again by Craig Cody, a seasoned CPA and tax advisor renowned for his expertise in agency financial management. Drew and Craig jump straight into a timely and essential topic for every agency owner—the recent changes to 401k regulations that could have significant implications for your agency's compliance, retirement planning, and year-end financial strategy.

Craig breaks down the new federal requirements affecting catch-up contributions to 401ks for anyone earning over $145,000, making the conversation immediately relevant for agency leaders and employees in higher income brackets. Together, Drew and Craig outline the steps agencies must take before the end of 2025 to avoid unpleasant surprises and penalties in 2026, including the need to ensure Roth provisions are set up within existing 401k plans and the importance of proactive compliance with auto-enrollment rules. The pair go beyond the headline changes, discussing how these adjustments affect not just owners, but also employees, and the risks agencies run if these details get overlooked.

Listeners will also learn about valuable tax credits available for agencies that recently launched a 401k plan, as well as common tax strategies and deductions that many agency owners miss. Craig shares advice on how to make the most of tax planning meetings, the importance of documenting deductions, and how shifting from a simple IRA to a 401k can yield significant financial and retirement benefits for both owners and staff.

Don't let year-end compliance slip through the cracks—this episode is packed with actionable insights you need to update your retirement plans, review your tax strategies, and make informed decisions before another fiscal year closes. If you want to keep more of the money you make, provide competitive benefits, and avoid costly mistakes, you won't want to miss Craig's expert guidance. Tune in now and start building a better, more financially resilient agency.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

What You Will Learn in This Episode:

• • Critical 401k regulation changes agency owners must address
  • How new Roth contribution requirements affect high-earning employees
  • Strategies to ensure compliance and avoid costly IRS penalties
  • Why proactive communication with your 401k administrator is essential
  • Opportunities for new tax credits with recently established retirement plans
  • The urgency of year-end planning and regular discussions with your tax advisor
  • Maximizing tax-saving strategies for agency owners and their families

Welcome to a new solo cast episode of Build a Better Agency! Host Drew McLellan is flying solo for episode 525, bringing decades of agency expertise to help owners prepare their businesses for a fast-changing marketplace. If the calendar is winding down and you're looking ahead to 2026, this episode is packed with actionable insights designed specifically for agency leadership.

Drew kicks off with an overview of critical housekeeping—announcing the monthly workshop giveaway winner and expressing gratitude to long-time sponsor White Label IQ. The heart of this episode, though, is a deep dive into the unique responsibilities agency owners must own in these last 60 days of 2025. Rather than swamping yourself with creative or client-service tasks, Drew urges you to refocus on the essential leadership duties that no one else in your company has the authority or experience to fulfill.

Listeners will hear Drew break down the owner's role into five core areas: driving new business, articulating agency vision and values, managing financial health, nurturing both people and clients, and building an empowered leadership team. He shares clear strategies for refining your agency's differentiation, creating a new business pipeline, career-pathing for staff, and cultivating "client love" from the top down. If you're struggling with being too hands-on or feeling disconnected from your agency's strategic path, Drew offers practical ideas and downloadable tools to get you back on track.

Don't miss this episode if you want to kick off 2026 in the strongest possible position. With guidance on setting vision, connecting with your team and clients, and creating a culture where everyone knows the agency's direction, Drew's solo cast is a masterclass in leadership focus—and a reminder that your job as agency owner is irreplaceable. Tune in and walk away ready to lead with clarity, confidence, and purpose.

A big thank you to our podcast's presenting sponsor, White Label IQ. They're an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

• • Defining mission, vision, and values as a leadership priority
  • How agency owners shape and communicate their agency's direction
  • Why new business growth requires both existing and new clients
  • The critical role of agency specialization and niche expertise
  • Building a culture of employee growth, career pathing, and retention
  • Strengthening client relationships beyond project work
  • Creating a leadership team to handle agency fires and empower growth