I’m actually going against the grain here, the way you handled this was subpar. Not ownership level customer management. Customers text shit at all hours. Letting it bug you at night or responding out of business hours is on you. Frankly while they had extra asks, this was far from an egregious way of asking. Customers either don’t understand the scope (on you), your team went beyond the scope a few times and set a precedent (on you) or the customer is actually a bad fit and needs someone else (again, on you) The better way to handle this would have been a phone call. You risk sounding pithy over text especially as it relates to scope of work questions. So you create and adversarial relationship right off the bat. “Hey Annie, let’s have a call tomorrow at 10am and we can explore adjusting the scope of work to address your needs” The actual call should have gone something like this. “I appreciate that you trust my team enough to take care of this project, currently we are scoped out to perform X,Y,Z, you’ll find that in clause A of your contract, I sent that over this morning so we can both look at it together here. If I’m understanding you, your needs have expanded to D,E and F. We can certainly perform that work, you are looking at an additional $$$ for those services. Did we want to go ahead and execute a new contract with that or stick with our current service level?” This was frankly low business EQ. I certainly understand the gut reaction, but you cut your nose off to spite your face here instead of a client paying you for more services.