Why we scrapped the retainer model

The retainer model feels stable because revenue is predictable. But predictable revenue and healthy work are not the same thing. Retainers create a perverse incentive on both sides: the client wants to use up their hours, and the agency wants to look busy enough to justify renewal.

Productized scopes solved both problems. The client knows exactly what they're getting and what it costs. We know exactly what we're delivering and when it's done.