The Industry Bifurcation: Productized vs. Bespoke

Welcome to another thought-provoking episode of Build a Better Agency! This week, host Drew McLellan welcomes Ben Gaddis—former agency owner, seasoned operator, and now private equity investor—to give you an insider’s view of what makes an agency truly valuable in today’s changing landscape. Drawing on his unique journey from building and selling his own highly successful agency to investing in others, Ben shares a holistic, 360-degree perspective on agency growth, acquisition, and evolving business models.

In their honest discussion, Drew and Ben explore how the definition of agency “success” has shifted from hiring more staff to focusing on lean, highly efficient delivery and organic account growth. Ben discusses the increasing importance of productization, technology, and leveraging global resources, while still maintaining creativity and strategic value. You’ll learn why being intentionally smaller can offer you bigger opportunities, how to balance artisanal creativity with scalable systems, and the dangers of being stuck in the “dangerous middle” of agency offerings.

The conversation also tackles practical strategies for driving organic revenue, such as implementing account growth systems, setting clear client expansion targets, and leveraging tech to empower senior talent. Ben offers a candid investor’s perspective on what he looks for in a potential acquisition—including founder vision, unique positioning, and the ability to scale beyond the owner. The episode rounds out with actionable advice on hiring for strategy, pricing for value, and pushing past limiting beliefs that hold many agencies back from real growth.  

If you’re an agency leader contemplating the future—be it refining your business model, growing more profitably, or exploring eventual exit options—you’ll find this episode packed with strategic insights and hard-earned lessons from both sides of the deal. Get ready to rethink how you scale, sell, and position your agency for what’s next!  

A big thank you to our podcast’s presenting sponsor, White Label IQ. They’re an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

What You Will Learn in This Episode:

• • The evolving definition of agency value and what buyers are really seeking  
  • The impact of technology and AI on agency models and service delivery
  • Choosing between productized “factory” models vs. bespoke creative shops
  • The critical role of organic growth and client retention in increasing agency value
  • Leveraging operating systems and account plans to systematically grow existing accounts
  • How right-sizing and hybrid staffing models can drive profitability
  • The importance of founder vision and clear differentiation for long-term success