Guest Information
Lorraine Ball is the host of More Than a Few Words, a marketing podcast celebrating 15 years on the air. She's a former marketing agency owner who sold her business after 19 years and now focuses on consulting, teaching, and podcasting.
Episode Highlights
From Traditional to Digital Marketing Evolution

Started her marketing company in 2002, pre-social media era
Specialized in home services: HVAC, roofing, plumbing contractors
Witnessed the evolution from direct mail (1,000-3,000 postcards) to email marketing to social media
Transformed from traditional marketing to digital agency over 19 years

Strategic Business Growth Decisions

The 10-Person Cap: Made a conscious decision to limit team size to 10 people
Capacity Management: Raised prices instead of expanding capacity when demand increased
30% Rule: No single client could represent more than 30% of business revenue
Location Lock-in: Chose to renovate existing building rather than expand to larger facility

Customer Service Excellence

One-Ring Policy: Every phone call answered on the first ring
Personal Touch: Any team member could handle client issues, not just account managers
Friday Availability: Only agency answering phones on Friday afternoons for media deadlines
Long-term Relationships: Clients staying 10+ years (flooring company: 11 years, Randall Beans: 10 years)

Key Business Philosophy

Hire for Attitude, Train for Skill: Southwest Airlines model approach
Lead web designer had never built a website when hired, stayed 7 years
Focus on personal connections over systems and processes
Employee retention: Multiple 7+ year team members

Current Consulting Approach

Target Clients: Established businesses unhappy with current marketing results
Service Model: Strategy and audits only, no execution
Unbiased Perspective: No agenda since not selling specifi...

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