[nerdawson]

I've worked at small agencies for the better part of a decade and couldn't agree more with this summary.

A lot of the comments seem to take the view that this was some deliberate ploy to overcharge. In reality, it was just poorly managed.

> Small customers become "nuisance" customers as soon as a something better is landed.

My guess would be that when quoted, the project was expected to be completed by a certain date. Because the team failed to adapt, the project overran, new projects took over leaving this one to languish.