Guest: Lorraine Ball, Host of More Than a Few Words Podcast
Experience: 19 years running a digital marketing agency, sold in 2021
Current Focus: Marketing consulting, teaching, and podcasting

Building and Scaling an Agency

• Started in 2002 as traditional marketing company
• Evolved into digital agency with social media emergence
• Strategic decision to cap at 10 employees and raise prices instead of scaling
• Maintained 30% client maximum rule to avoid dependency risk
• Focused on home services (HVAC, plumbing, roofing) and restaurants

Business Philosophy

• "Hire for attitude, train for skill" - Southwest Airlines model
• Phones answered on first ring by anyone, including CEO
• Personal touch as competitive advantage
• Long-term client relationships (10+ years typical)

Strategic Insights

• Capacity management: Stay below capacity line, raise prices when at capacity
• Risk management: No single client over 30% of business
• Market positioning: Answer the questions your ideal clients have
• Content strategy: Focus on answers, not just keywords

Guest: Lorrie Thomas Ross, CEO of Web Marketing Therapy
Title: "The Marketing Therapist"
Experience: 19 years as Chief Enthusiasm Officer, former UC Santa Barbara & UC Berkeley instructor

The Five Factor Framework

1. Credibility - Know, like, and trust through design, copy, and photography
2. Usability - Seamless user experience across all touchpoints
3. Visibility - Strategic presence across search and social media, ads, email, and PR
4. Sellability - Clear differentiation and value proposition
5. Scalability - Treating marketing as investment, not expense

"MarkEDing" Philosophy...