349 – Scaling Your Agency With Juliana Marulanda

Accelerating Sales to Scale your Business 

Most business owners get to a point where their business is working, but they don’t know how to scale. The quick answer to that would be a management change, and Juliana Marulanda, from ScaleTime, will tell us all about it in this podcast episode.

During the conversation, Paul and Juliana will cover all kinds of challenges agency owners face in scaling, how they help them overcome those challenges, and how building habits are essential to implement complex systems to help you scale.


02:45 – Who is Juliana’s ideal client. Agencies with digital products and digital marketing

04:17 – What are some of the biggest challenges Juliana helped agencies solve? Break the seven-figure plateau.

09:30 – Adopt a common system across the agency. It helps team members work on more inspiring tasks.

13:15 – Habit before process. It takes anywhere between 28 to 45 days to build a habit.

16:18 – How to implement new platforms with remote teams. Different positions will require different needs.

19:39 – Identify an internal promoter for the implementation. Someone with a technical inclination and is close to the position.

23:58 – How to talk to the agency owners and their problems. Just listen to your clients.

00:00 – The Rapid Fire Section


What are the challenges agencies face when trying to scale their business?

  • They are at capacity: Team members are burning out and/or they’re rejecting sales which could be a sexy problem to have, but also a terrible problem because there’s so much money being left on the table.
  •  Clients’ challenges: They are symptoms of a weak client onboarding, unclear set of expectations, unable to deliver promises, unexisting system to deal with clients, and hiring the wrong account managers.
  • Team challenges: There is no system to recruit, retain, and develop the right talent. There is only one person that holds the intellectual property of the business or one division.


Why is beneficial to adopt a common system across an agency

Whether you have a legacy team or a culture crash between old and new employees, never force a system upon people. It’s important for an implementation to be successful that they understand that this will help them do their job better and easier, and it’s going to free them and elevate them to do more inspiring tasks in their job. After they understand the system is there for them, you need to have them cooperate and collaborate to know what’s working, what’s not working, and what they would like to see.


Habit before process

The critical part is to get people to use the systems. When people adopt a new system, especially a technology, they are creating a new habit. Depending on every person’s skills, it takes anywhere between 28 to 45 days to build a habit. So when you need to implement a new system in the organization, it’s better to designate a person to check everybody is using it the right way. Positive reinforcement is a good idea for those using it, so they keep doing a good job and remind those who might be lagging behind. 

Adoption becomes such a huge deal when it comes to taking on a new technology or new process. There are teams dedicated to change management for bigger organisations, and even when smaller organisations don’t have a whole team dedicated to monitoring the adoption process, they go through all the same steps to make sure that the team adopts the system as quickly as possible. That is the only way to make their life easier and get the company the efficiencies they’re looking for.


How to implement new platforms with remote teams

Whether you’re using zoom or video technology, sometimes it’s way easier than it is in person. It’s easy to get people on a call to make an initial approach and ask them how to improve the process. And then, whether you’re doing it in stages or doing it all at once, you will probably have one or two people start testing and implementing the new system, especially if you have integrations. Finally, you need to do small training or individual training with members of different teams because not everyone will need all of the same features. Understanding a person’s job reflects the features and the views that they need as a user. Different positions will require different needs.


The Rapid Fire Section

What are some of the daily habits that you do to help to accelerate your sales?

Individually, I would say, check my CRM. That’s really important because I don’t know if I can’t remember what I had for breakfast, chances are, I’m not going to remember the 20 million people that I speak to every day.

What are some of the tech tools that you use to accelerate your sales?

I am using zoom for sales calls and Copper CRM because of its integration with Data Studio. And I am also using Grain, a video technology that allows you to record, annotate, and review audio and video. So it connects with zoom, and what that allows me to do is quality assurance on the sales calls to figure out what is missing or what is necessary for the sales team to help increase our closing rates.

Where do you go to get more knowledge to help you accelerate your sales?

One, it’s you because you’re always awesome, and you’re always on top of everything. And also, I’m part of a program called Scale your sales, which helps you train sales individuals and that program, and they’re always recommending books and things of that nature.

What’s one thing we can all take from your interview today to help us accelerate our sales?

Definitely listen to more of Paul’s podcasts. And the other thing that I would say is to make sure when you are building your sales habits to have your sales infrastructure in place as you grow. Get a diagnostic and then an audit to know how your sales process looks like. It doesn’t matter if you are like a team of one or a team of 50, make sure that you’ve got your habits, you’re putting in the right team, and you’ve got the right systems in place that are going to help you increase your ability to sell more massively.


Important Links

About Juliana Marulanda

Juliana is a business operations expert, speaker, and the founder of ScaleTime. With over 18 years of experience across Wall Street, the nonprofit sector, technology startups, and family-owned businesses, she has now served over 200+ digital agencies.

Featured on Forbes and Entrepreneur, she helps uplevel businesses into lean, mean, profitable machines. On average, Juliana and her team create ways to free up at least 40 hours per week for her clients so they can have successful agencies that run without them. Founders can find themselves saying “I do what I want, how I want, whenever I want” – Now that is freedom.


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