When clients start asking “What am I paying you for?”, most assume they have a pricing problem on their hands when they’re actually facing an operations problem. 

Leah Leaves is the founder and CEO of Alderaan Operations, where she embeds operations directors and part-time digital project managers directly into remote agencies.  In this conversation, she reveals what’s happening when clients question an agency’s value – asking for more deliverables, questioning reports, or wondering why they can’t just use cheap tools themselves. 

A few things we covered: 

• Why the same operational bottlenecks agencies have always had are now happening at 10x-100x speed
• The exact question clients are asking agencies right now (and how the best agencies are answering it)
• How agencies are reinvesting time saved by AI into client experience, productized tools, and advisory services
• The “bionic org chart” framework for documenting what AI owns versus what humans own
• A practical system for turning meeting transcripts into searchable client context that actually gets used
• Why hiring people who want to stay static in their role is a feature, not a bug
• The shift from deliverables-based positioning to strategic marketing partner (and why AI makes this more urgent)

Timestamps:

• [00:00] Introduction: Leah Leaves and the state of agency operations
• [01:26] Same issues, 10x-100x speed: What’s really changing with AI
• [03:37] The question clients are asking: “What am I paying you for?”
• [06:38] How agencies are answering the value question differently
• [11:15] Moving from execution to advisory: Selling thinking, not deliverables
• [15:30] The art of productive client meetings (and why most fail)
• [20:45] Hiring strategy: Finding people who want to grow vs. stay static
• [29:47] The bionic org chart: Documenting AI’s role on your team
• [32:17] Practical AI implementation: Turning meeting notes into searchable knowledge
• [34:20] Ideas that wouldn’t exist without reduced latency
• [35:29] Where to find Leah and learn more about operation

Alderaan Operations – Leah’s company embedding ops directors in agencies

Leah on Linkedin

Leah Leaves on LinkedIn