Be brave. Be transparent.
Agencies are especially guilty of being more about "smoke and mirrors" with clients than being transparent with them and I would argue this leads to losing clients and employees.
To paraphrase Carolyn, building strong client relationships, sharing pricing structure and profit, making the right hires, being internally transparent with salaries, equity and especially self-improvement all have a magical effect on relationships promoting empathy between people inside and out of the company.
I believe in the power of empathy. I wonder how I can be more transparent with my partners and clients.