Clients hire agencies because they trust the agency. They need to trust you to do good work when they’re not in the room, trust you to put them first, and trust that your fees are money well spent. Your contact at the client needs to trust that you’ll make them look good to their boss. See 13 ways to make this happen.
Has your agency had client projects and retainers that start well… but then blow up later? They happen to every agency eventually. To reduce this problem, follow one of my “next practices” in agency management—create a pre-kickoff survey for client stakeholders. You can use it to prevent problems before they start.