Guides for running an agency
Long-form answers to the questions agency owners, operations managers and team leads ask most. Each guide works through real numbers, gives you a table or template you can use without us, and lists its sources with the date we checked them.
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Agency utilisation rate: how to calculate it, and how to set a target you can defend
The formula, the three things people mean by utilisation, a break-even target worked from your own costs, and an honest look at published benchmarks.
Last reviewed 4 October 2026
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Billable vs non-billable time: a decision table for agencies
A decision table for 27 common agency activities, a third bucket for client work you cannot bill, write-off codes, and a policy paragraph to copy.
Last reviewed 4 October 2026
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Sydney, London, New York: how to run one team across three time zones (2026-27 overlap tables)
When the three cities overlap in each daylight saving period to the end of 2027, how to rotate the awkward meeting fairly, and the holidays to plan around.
Last reviewed 4 October 2026
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Retainers vs projects: how to choose, price and run agency retainers
When a retainer beats a project, how to price one from your capacity cost, rollover options with the arithmetic, and a monthly burn report.
Last reviewed 4 October 2026
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Agency capacity planning: from available hours to hiring decisions, with a 13-week plan
Available hours by country, billable capacity by role, weighted demand, a worked 13-week plan across Sydney and London, and a hiring trigger.
Last reviewed 4 October 2026
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How to write an agency statement of work, with a change-request process that stops scope creep
What an SOW is for, its twelve sections with worked examples, acceptance criteria, assumptions and exclusions, and a change request costed hour by hour.
Last reviewed 5 October 2026