Scaling a small agency is no small feat, and Mack Garrison, founder of Dash, knows this journey intimately.

From his early days as a junior animator to leading a growing team, Mack has experienced the highs and lows of agency life.

In a recent conversation on the “Agents of Change” podcast, Mack shared his insights on navigating growth, overcoming burnout, and prioritizing HR to build a sustainable and supportive agency culture.

From Burnout to Building a Better Workplace

Mack’s journey began with a passion for design and problem-solving. But his first agency job exposed him to a common industry challenge: burnout.

“Burnout was a big one. At my first agency job, I saw talented people, including myself, struggle with long hours and little support,” Mack recalls.

Determined to do things differently, he co-founded Dash with a commitment to empathy and valuing team members.

Why HR Matters for Small Agencies

For many small agencies, HR might seem like an afterthought, but Mack emphasizes its importance for sustainable growth.

“Empathy and valuing our team were central to our mission, but scaling meant formalizing those values through HR practices,” he shares.

Initially, the Dash team relied on informal practices, but as they grew, gaps in onboarding, role clarity, and work-life balance became evident. This realization marked a turning point: HR became a priority.

“Don’t underestimate the importance of HR, even if you’re a small team. It’s not just about compliance—it’s about creating a culture where people can thrive,” Mack advises.

By investing in clear job descriptions, setting boundaries, and fostering open communication, Dash was able to create a more supportive environment that benefited both employees and clients.

Building Community and Fostering Growth

Mack highlights the role of community in his journey, both within Dash and among agency peers.

“Building a community of agency owners has been invaluable for me,” he says. Learning from others and sharing experiences helped him navigate challenges and refine Dash’s approach to growth.

One of Mack’s key takeaways for other agency owners is to recognize the value of their people. “The people you work with are your greatest asset. Invest in them, listen to them, and success will follow,” he emphasizes.

Lessons for Agency Owners

For those embarking on their own agency journey, Mack offers this advice:

  • Prioritize People: Start with empathy and ensure your team feels supported.
  • Invest in HR: Even small steps like defining roles and improving onboarding can have a big impact.
  • Learn from Others: Build a network of peers to exchange ideas and gain perspective.

Mack’s story is a testament to the power of intentionality and people-centric leadership in driving long-term success. By prioritizing culture and community, agencies can not only grow but thrive.

Final Thoughts

As Mack reflects, “Scaling an agency isn’t just about growth metrics; it’s about building a place where people want to be.”

For agency leaders, his journey offers a roadmap to sustainable success—one rooted in empathy, collaboration, and continuous learning.

Ready to learn more from inspiring agency leaders like Mack? Subscribe to Leadtail TV on YouTube for more stories and actionable insights.

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