The following story is true. Only the names have been changed to protect the idiots. About six months ago, a client (before he was a client), contacted a radio station to gather some rates. The rep allocated a deep frequency discounts and put together a great proposal. Flash forward to this week. The client (who is now a client), is interested in finally buying the radio station and asked the agency to set it up. When I called the rep, she extended a great rate to me and got ready to put the buy together. Then, surprise! The client forwards me the e-mail from six months ago that had a more aggressive rate.
Bad move on the sales rep. She almost made the agency look terrible in front of a client. It's one thing to increase your rate over time, but make sure your reps are providing full disclosure. The agency still has to manage the client relationship.