Hidden overservicing by agency employees

If you're anything like Chip and Gini, you have discovered employees doing work for clients that is outside of the scope of work you have agreed to.   There are many reasons for this behavior and this episode explores those as well as potential solutions.   Whether your team just wants to make clients happy, enjoys doing some work more than others, or simply isn't aware of the actual scope of work for a project, you will get some practical tips on what to do — as well as a bit of reassurance that you aren't alone in this.