Why Good Agencies Sometimes Work Themselves Out of a Job
Most business advice tells you to find “sticky” solutions, creating processes that make it hard for customers to leave. But that stickiness can be a cage, built from proprietary tech and knowledge hoarding. Or it can be true loyalty, earned by delivering so much value that a client would never think of leaving.
A great technology partner is only interested in earning loyalty. Their philosophy is simple: the strongest client relationships are built on a foundation of trust so deep that the door is always open. The client stays because they want to, not because they have to.
This leads to a paradoxical, but powerful, conclusion. The ultimate sign of a true partner is their commitment to empowering a client so completely that they are, in effect, always willing to work themselves out of a job.
It’s a different way of thinking, and it’s a philosophy we’ve put into practice with our own clients. Here are two stories from our portfolio that show how it leads to the best outcomes.
Story 1: Building a Platform for Acquisition
We once partnered with a company poised to revolutionize its industry by moving from desktop software to a complex, web-based SaaS platform. We were brought in to architect, design, and build the entire system, and we also helped them hire their own in-house team to ensure their long-term, independent success.
The project was a massive undertaking, but the outcome was a resounding success. The platform we helped build became an instrumental factor in the client becoming a market leader, which ultimately led to their acquisition by an industry giant.
We worked ourselves out of a job by building something so successful, it “graduated.” That was a win.
Story 2: Augmenting a Team with a Finish Line in Sight
Another time, we partnered with a fast-growing FinTech powerhouse. The engagement was clear from day one: their long-term intention was always to bring the work in-house once they could properly staff up. Our role was to act as a seamless extension of their own team, providing specialized expertise via staff augmentation to help them meet aggressive development goals on their payment products.
This approach gave them the bandwidth they needed to scale their internal team. When the day came for them to take over, the transition was seamless.
We worked ourselves out of a job by empowering them to stand on their own. That is also a win.
Why This Is the Model to Look For
This client-first approach is not just good ethics; it is good business. When you find a firm with this philosophy, you benefit from:
- Unparalleled Trust: When a firm advocates for your best interests, even when it means a smaller contract for them, it creates a level of trust that no sales pitch can replicate. It’s the ultimate proof of operational transparency.
- Better Referrals: A happy client who has been successfully empowered becomes a firm’s best advocate, leading to a network built on integrity.
- A Focus on High-Impact Work: This model ensures the firm is focused on solving new, complex problems—your problems—rather than getting stuck in maintenance mode.
Redefining Success
The strength of a technology partnership shouldn’t be measured by the length of a contract, but by the strength and independence of the client when the work is done. A true partner acts as a catalyst for your growth. When we do our job right, our clients often outgrow us, and that’s the ultimate win-win.