What happens when you hit every KPI and the team still burns out? This one cuts into the tension inside agency planning: the difference between what you measure and what actually drives results. Host Grant Hultgren sits down with co-host Kurt Schmidt for a direct, sometimes dry, look at the unsexy work of leading ops when old-school KPIs no longer tell the whole story. They dig into the trap of benchmarking blindly, what management consistency really means, and how top teams are experimenting with incentives and org design. Real examples, not theory. If you’re tired of grading yourself on metrics that don’t move the needle, this episode spells out what to measure, what to ignore, and why your planning layer matters more than ever.

WHAT YOU'LL HEAR

• Why margin comparisons and classic KPIs often backfire when planning for agency gro ...