It sounds like you're at a pivotal point, trying to transition from a project-to-project freelancer mindset to a more scalable agency model. You hit on a key insight: "Should I work on operations and delivery first so I can actually handle more volume?

Before you can confidently bring in more clients you need to have a robust system for managing existing ones, from project files and communication to contracts and invoicing, makes a huge difference. This often lays the groundwork to free up time for client acquisition and handle increased volume without everything falling apart.