Hiring Smarter & Building a Scalable Agency with Kelly Donahue-Piro

In Episode 171 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald welcome Kelly Donahue-Piro, Founder and President of Agency Performance Partners (APP), for a conversation every scratch agent needs to hear.Whether you're preparing to make your first hire or trying to build an agency that can scale beyond you, Kelly shares practical advice on hiring, training, delegation, systems, and agency operations. From avoiding common hiring mistakes to creating repeatable processes that increase profitability, this episode is packed with actionable insights for agency owners who want to build a business—not just a book of business.🔍 If you're wondering when to hire, who to hire first, or how to create an agency that grows without becoming dependent on you, this episode is a must-listen.🕒 Timestamps:00:00 – Introduction & Meet Kelly Donahue-Piro03:10 – Why Agency Owners Need to Think Like Business Owners07:20 – Making Your First Hire: Common Mistakes & Lessons Learned11:30 – Virtual Assistants vs. In-House Team Members15:10 – Building Systems Before You Need Them20:45 – Optimizing Every New Client from Day One24:15 – Setting Client Expectations & Protecting Your Time28:00 – Creating an Agency That's Built to Scale31:20 – Agency Performance Partners & Available Resources33:45 – Final Thoughts & Closing💼 Sponsored by HawkSofthttps://www.hawksoft.comA family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support.🔗 Links & Resources:📲 Join Our Telegram Community:https://t.me/+cISob2kA3pAyMmY5📸 Follow us on Instagram:https://www.instagram.com/thescratchagencypodcast🎧 Listen on Spotify:https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl🌐 Visit Our Website:https://scratchagencypodcast.comOne of the biggest takeaways from this episode is that successful agencies aren't built by simply writing more business—they're built by creating strong systems, hiring intentionally, training consistently, and making decisions that allow the agency to grow beyond its owner. Kelly shares practical strategies that can save scratch agents years of trial and error while helping them build a more scalable and valuable business.