Think back to the last time one of your best employees started to struggle. Maybe they missed a deadline, dropped the ball on a client request, or didn’t bring their usual energy to a project. Your first reaction might have been confusion—this person is great at their job, so what changed?
Here’s the hard truth: it might not be them. It might be your agency.
The reality is that even the most talented people will underperform if they’re working in an environment that doesn’t set them up for success. And in agencies, where processes, client demands, and team dynamics shift constantly, this happens more often than we’d like to admit.
So, how do you know if your agency is the problem? And more importantly, what can you do about it?
Signs Your Best Employee Is Struggling Because of Your Agency (Not Because of Them)
Before you jump to conclusions about performance, take a step back and evaluate whether your agency’s environment is contributing to the issue. Here are some red flags:
1. They’re Drowning in Too Many Responsibilities
Your best people often get more work simply because they’re the most capable. But just because someone can juggle multiple roles doesn’t mean they should.
When an employee is constantly stretched thin, the quality of their work starts to suffer. You might assume they’re “dropping the ball,” but in reality, they’re just overloaded.
What to do:
- Review their workload and see if it’s realistic
- Ensure responsibilities are evenly distributed across the team
- Consider whether it’s time to hire additional support
2. They Don’t Have Clear Priorities
In fast-paced agencies, priorities shift daily. But if your team constantly feels like they’re putting out fires instead of executing a clear plan, productivity will suffer.
High performers thrive on structure. If they don’t know what to focus on because everything feels urgent, their effectiveness—and morale—will take a hit.
What to do:
- Set clear priorities for the team and stick to them
- Use project management tools to track what’s most important
- Regularly communicate expectations so employees don’t feel lost
3. Processes Are Inefficient or Nonexistent
Even the best employee can’t perform well in a broken system. If your agency relies on ad-hoc workflows, scattered information, and manual processes, your team is wasting valuable time just trying to figure out how to do their jobs.
What to do:
- Document standard operating procedures (SOPs) for key workflows
- Automate repetitive tasks where possible
- Provide clear guidelines for communication, approvals, and client management
4. They’re Stuck in a Reactive Cycle
Is your employee constantly dealing with last-minute client demands, unexpected project scope changes, or unclear instructions? If so, they’re in reaction mode—not proactive mode.
Being reactive all the time is mentally exhausting. Even top performers will struggle if they’re never given the chance to work strategically.
What to do:
- Set boundaries with clients to prevent constant urgent requests
- Establish better scoping and planning processes
- Give employees time for deep, focused work instead of constant firefighting
5. They’re Not Getting the Support They Need
Talented employees don’t just need tasks—they need mentorship, feedback, and guidance. If your best people seem disengaged or uninspired, it could be because they’re not getting the leadership they need to thrive.
What to do:
- Check in with your employees beyond just project updates
- Offer professional development opportunities
- Create a culture of open communication and support
6. They’re Burned Out and Disengaged
When high performers go from engaged and proactive to tired and unmotivated, burnout is usually the culprit. This happens when they’ve been carrying too much for too long, and instead of pushing forward, they start to mentally check out.
What to do:
- Encourage time off (and actually support them in taking it)
- Adjust workloads if people are consistently working beyond capacity
- Pay attention to warning signs of burnout and address them early
How to Set Your Best Employees Up for Success
So, if your top people are struggling—and it’s not their fault—how do you fix it?
1. Create Clarity and Structure
The more clarity you provide, the better your team will perform. Make sure everyone understands:
- Their role and responsibilities
- What success looks like
- How they should manage their time and priorities
2. Invest in Better Processes
If employees are wasting time on inefficient workflows, you’re losing productivity—and they’re getting frustrated. Streamline how your agency operates so your team can focus on doing their best work.
3. Be Proactive About Workload Management
Instead of waiting for someone to say they’re overwhelmed, actively monitor workloads. If your best people are consistently carrying more than everyone else, redistribute tasks or hire additional support.
4. Give Your Team the Tools They Need
Are your employees using outdated systems? Are they lacking the software or resources to do their jobs efficiently? Small upgrades in tools and technology can make a huge difference in productivity.
5. Focus on Retention, Not Just Performance
It’s easy to focus only on results, but great employees will leave if they don’t feel supported. If you notice a performance dip, don’t assume it’s a motivation issue—look at the bigger picture and find ways to help them succeed.
The Bottom Line
If your best employees are struggling, don’t just ask, “What’s wrong with them?” Ask, “What’s wrong with our agency’s environment?”
Great talent can’t thrive in broken systems. When you create the right structure, support, and processes, your best people won’t just perform well—they’ll stay, grow, and help your agency succeed long-term.
Need help optimizing your agency’s operations? At Agency Authority, we help agencies create the structure they need to scale efficiently. Reach out today and let’s get your team set up for success.