You know that feeling in your gut when something’s off? Your top biller has been quieter than usual. They’re not as engaged in team meetings. They’ve started leaving dead on 5:30pm when they used to be the last one out. Their LinkedIn profile suddenly got updated last week.

If you’re an agency owner or director, this scenario is your worst nightmare. Because when your top biller walks, they don’t just take their talent with them, they take their clients, their candidates, and often a chunk of your team’s morale. Worse still, they might take your database and start competing against you within months.

The brutal truth? By the time you notice the signs, they’ve usually already made up their mind. But here’s the thing: most top billers don’t wake up one morning and decide to quit. It’s a slow build-up of frustrations, unmet expectations, and feeling undervalued. And the real kicker? Most of it is preventable.

Let’s talk about the three conversations you should be having right now, before it’s too late.

Conversation 1: The Career Progression Talk (Not Just a Vague “You’re Doing Great”)

Top billers don’t just want to be top billers forever. They want to know where they’re going. And if you can’t give them a clear answer, a competitor will.

Here’s what this conversation looks like:

Sit down with them, away from the desk, and ask: “Where do you see yourself in two years? What does success look like for you beyond hitting your targets?”

Then actually listen. Do they want to manage a team? Run their own desk? Specialise in a niche market? Move into leadership? Whatever their answer, you need to map out a tangible path to get there.

Don’t just say “keep doing what you’re doing and we’ll see.” That’s code for “I haven’t thought about your future and I’m hoping you don’t either.”

Give them:

  • Clear milestones: What does the next step actually look like?
  • Realistic timelines: When can they expect progression?
  • Tangible development: Training, mentorship, or ownership of strategic projects.

Top billers stay when they see a future. If they can’t see one with you, they’ll find it elsewhere.

Conversation 2: The Autonomy Talk (Stop Micromanaging Your Best People)

Nothing drives high performers away faster than being treated like a graduate trainee. If your top biller is hitting targets, building client relationships, and generating revenue, why are you still breathing down their neck?

This conversation should sound like:

“You’ve proven you know what you’re doing. I want to give you more autonomy. What would make your day-to-day easier? Where do you feel restricted?”

Then act on it. Here are common frustrations top billers face:

  • Approval bottlenecks: Do they need sign-off for every candidate submission or salary negotiation? Trust them to make decisions.
  • Admin overload: Are they drowning in paperwork that someone else could handle? Free up their time for revenue-generating activity.
  • Rigid processes: Are your systems helping them or holding them back? Modern CRMs like itris X are designed to streamline workflows and reduce admin, not create more of it.

High performers want ownership, not oversight. If you’re micromanaging them because you don’t trust them, that’s your problem, not theirs. And if you don’t fix it, someone else will offer them the freedom you’re withholding.

Conversation 3: The Recognition Talk (Money Isn’t Everything, But It’s Not Nothing Either)

Let’s address the elephant in the room: yes, top billers care about money. But it’s rarely the only reason they leave.

However, if they’re generating £500k in revenue and taking home the same salary as someone billing £200k, you’ve got a problem. Compensation needs to reflect contribution.

But recognition goes beyond salary. Ask them:

“Do you feel valued here? Not just financially, but in terms of recognition, influence, and respect?”

Then dig deeper:

  • Public acknowledgement: Are you celebrating their wins in front of the team, or just quietly cashing their commission cheques?
  • Influence: Do they have a say in agency strategy, hiring decisions, or process improvements?
  • Flexibility: Can you offer remote working, flexible hours, or additional holiday as a form of recognition?

Top billers want to feel like partners, not just employees. If you’re treating them like a cog in the machine, don’t be surprised when they leave to become the machine elsewhere.

The Uncomfortable Truth

Here’s the reality: some top billers will leave no matter what you do. They’ve outgrown your agency, or they’ve got an itch to start their own business, or they’ve been headhunted with an offer you can’t match.

But most? Most leave because of preventable reasons. Lack of career clarity. Feeling micromanaged. Being undervalued. These are all fixable problems, but only if you’re willing to have honest, sometimes uncomfortable conversations.

The mistake most agency owners make is waiting until their top biller hands in their notice before having these discussions. By then, it’s damage control, not retention.

Don’t Wait Until It’s Too Late

If you’ve got a top biller right now, schedule these three conversations this month. Don’t wait for the warning signs. Be proactive, be honest, and actually listen to what they’re telling you.

Because replacing a top biller costs more than just their salary. It’s the lost revenue, the damaged client relationships, the team disruption, and the six months it’ll take to get someone new up to speed.

Your top biller isn’t just an employee. They’re a business asset. Treat them like one, or watch your competitors do it instead.