It all starts by finding a way to handoff the tasks that create the least value. They usually include easily repeatable processes that don't need to be performed by someone in your agency. They are also items that would benefit greatly if they manually automated. Then you and your staff will be free to elevate your client interactions to level you didn't think was possible. That's what I talk to Ani Podder, of Marble Box, about the best ways to change the way you work.