Dealing with Agency Staff Churn

Picture this: you’ve just hit your stride with your agency. They understand your brand, your quirks, your why. You’re finishing each other’s sentences (or strategy decks). And then, bam—a key contact leaves. Suddenly, you’re back at square one, explaining for the millionth time why your logo can’t go on a rainbow gradient background and rehashing your brand’s origin story like it’s a Netflix reboot.

If this sounds familiar, you’re not alone. High staff turnover in agencies can feel like a frustrating game of snakes and ladders—except you didn’t sign up to play. Let’s unpack why this happens, why it’s so maddening, and how to cope without losing your sanity (or your brand’s momentum).

---

Why Does Agency Turnover Feel So Personal?

When you work with an agency, it’s not just a transaction—it’s a relationship. You’ve spent hours building rapport, educating them about your unique market position, and finally reaching a point where they truly get you. When a key team member leaves, it can feel like a breakup, complete with the awkward “we need to talk” moments as the new person gets up to speed.

Here’s why it stings:

• Rebuilding Trust is Time-Consuming: Every new person needs to earn your confidence. Will they understand your tone? Will they know why you don’t use Comic Sans (but secretly think it’s charming)?
• Knowledge Gaps Lead to Mistakes: New team members might miss critical nuances in your campaigns. Cue the late-night emails correcting that one glaring misstep.
• Momentum Slows: Instead of moving forward, you’re stuck in a cycle of onboarding someone new, just as things were gaining steam.

---

Why Agencies Struggle with Staff Retention

Agency life isn’t all brainstorming sessions and latte art. The reality is that agency turnover is often a product of the industry’s inherent challenges:

• High Pressure, Tight Deadlines: Burnout is common, leading to frequent staff changes.
• Career Mobility: Many employees view agencies as stepping stones to bigger roles elsewhere.
• Competitive Market: Skilled creatives and strategists are in high demand, and agencies may struggle to retain them.

It’s a systemic issue, but that doesn’t make it any less frustrating for brands who feel like they’re always starting over.

---

How to Keep Your Brand Sane Through the Shuffling

While you can’t control your agency’s HR policies, you can take steps to make the transition smoother when turnover happens. Here’s how:

1. Create a Brand Playbook: Think of it as your agency survival kit. Include everything from your brand voice and style guide to key dos and don’ts. Share it with the new team members so they have a cheat sheet from day one.
2. Document Past Wins (and Fails): Keep a running document of what’s worked well in your campaigns and what hasn’t. It’s a great way to onboard new people without having to repeat yourself ad nauseam.
3. Build Relationships Beyond One Person: While it’s great to have a go-to contact, try to connect with multiple people at the agency. That way, if someone leaves, you’re not left in the lurch.
4. Ask for Continuity Planning: Talk to your agency about how they handle transitions. Do they have a plan for transferring knowledge? Are departing employees required to onboard their replacements? Make it part of your contract if needed.
5. Advocate for Consistency: If turnover becomes a recurring issue, don’t be afraid to address it head-on. You’re investing in the agency’s services, and it’s fair to expect a level of stability.

---

Turning the Frustration into Opportunity

While high turnover is undeniably frustrating, it’s also a chance to re-evaluate your relationship with the agency. A new team member might bring fresh ideas or a new perspective that reinvigorates your strategy. Use this as an opportunity to challenge stale assumptions and explore untapped opportunities.

Ask yourself: Is this agency still the best fit for us? Are there other partners out there who might provide more stability or align better with our brand’s long-term goals?

---

Your Turn: What’s Your Game Plan?

Have you experienced the frustration of constant turnover with your agency? How did you manage it—and what advice would you give to others in the same boat? Share your stories in the comments below, because trust us, there’s no shortage of relatable anecdotes in this department.

Let’s turn this endless reset button into an opportunity to strengthen your brand—and your partnerships. Because you shouldn’t have to reinvent the wheel every time someone leaves the agency.