Brandon Ward (former agency owner) and Tim Kilroy discuss the joys and challenges of running an agency and the decision to move on. If he were to do it over, he says he would think about his agency as a franchise model and document everything. He’d be very clear about who he was helping and what he was offering. That clarity would help create scalability. He does not view his decision to close the agency as a failure. Honest self-reflection, recognition of priorities, and shifting gears are all courageous actions. Sometimes pivoting brings us to a greater point.