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.
If you do things outside of scope, you’re doing them for free. Many of my clients do free work for clients they want to keep, or because they aren’t comfortable raising their project asking price. If you don’t even tell your clients about it, you are doing secretly free work, not strategically free. In this article, I share strategies to help you make the most of it.