S5 | 400: Scaling professional services while maintaining CX and customer results, with Jamie Adams, Scorpion

Digital StrategyTechnologyConversational AI

Jul 31

About the Episode

Today we’re going to talk about scaling a professional services agency in a way that maintains customer experience and stellar results.

To help me discuss this topic, I’d like to welcome Jamie Adams, Chief Revenue Officer at Scorpion.

About Jamie Adams

Jamie Adams is Chief Revenue Officer at Scorpion, where he leads the company’s Sales and Business Development team and revenue strategy. For nearly 15 years, Jamie has worked with B2B and B2C organizations to help them leverage digital media to increase market share and grow revenue. His expertise is in digital marketing campaign execution and sales leadership. Jamie attended Louisiana Tech University, where he earned a bachelor’s degree in computer information systems. When he is not working, he enjoys reading about leadership, watching football, playing tennis, playing the drums, running, and spending time with his niece and nephews.

Resources

The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast

Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/

For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems.Learn more here: https://www.teksystems.com/versionnextnow

The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Synopsis

In this episode, the host introduces the topic of scaling a professional services agency while maintaining customer experience and achieving stellar results. To delve into this topic, the host welcomes Jamie Adams, the chief revenue officer at Scorpion. Together, they explore the importance of scaling for businesses, as it enables revenue growth, business expansion, and the achievement of personal goals such as funding education or enjoying family vacations.

One key aspect of scaling discussed in the episode is the effective servicing of customers. Jamie Adams explains that Scorpion organizes its teams in a vertically focused manner, with each team dedicated to specific customer segments. For instance, there are teams exclusively working with home service businesses and others focusing on professional services. This approach allows Scorpion to tailor its services to the unique needs of each customer segment while maintaining scalability.

The episode also touches on the balance between providing templated solutions and addressing the specific needs of individual customers. While the customer journey may differ across industries, Scorpion strives to strike the right balance. They aim to offer a level of customization that considers the unique details and requirements of each customer, while still utilizing templates and standardized processes to ensure scalability.

Overall, the episode highlights the importance of scaling for professional services agencies and emphasizes the need to maintain customer experience and stellar results throughout the scaling process.

As a guest on the show, Jamie Adams, the Chief Revenue Officer at Scorpion, shares valuable insights on scaling and growing a business. He mentions that Scorpion achieved remarkable growth, going from roughly 20 million to nearly 200 million in revenue in just seven years. Jamie attributes this success to various factors, including effective sales, business development, and marketing strategies.

Jamie emphasizes the significance of maintaining customer experience and stellar results while scaling a professional services agency. He acknowledges the challenges that arise as a business grows and explains how Scorpion has overcome them. Providing excellent customer service and ensuring prompt responses to inquiries have been key. Jamie highlights the importance of having robust processes in place for answering phone calls and responding to emails promptly.

Additionally, Jamie discusses the importance of investing in marketing strategies and advertising to drive further growth. He advises starting with foundational tactics such as optimizing Google profiles and obtaining positive reviews. These tactics can generate initial business and revenue, which can then be reinvested in more advanced marketing strategies.

Overall, Jamie provides valuable insights into scaling and growing a business while maintaining customer experience and achieving stellar results. His experiences at Scorpion demonstrate the effectiveness of strategic sales, business development, and marketing approaches in achieving significant revenue growth.

The episode emphasizes the importance of implementing effective processes for answering phone calls, responding to emails, and providing a superior customer experience. The host and guest discuss the need for businesses to be visible and present in order to attract and convert potential customers. They emphasize the importance of sharing accurate information about the business through the website, social channels, and online reviews. Additionally, they highlight the need for a streamlined process to respond to leads promptly.

The guest also stresses the importance of meeting consumer preferences and making it easy for them to interact with the business. They mention the value of online scheduling for local businesses, where customers can directly book appointments from the website instead of having to call or submit forms. The guest also suggests that businesses should provide channels for real-time interaction, such as texting or AI-driven chat, to cater to customer preferences.

Overall, the episode underscores the significance of implementing effective processes for answering phone calls, responding to emails, and providing a superior customer experience. By doing so, businesses can enhance their customer experience, attract more customers, and ultimately grow their revenue and expand their business.