0:23 – The patience to understand clients’ hesitation
1:09 -- Leading them to a decision
1:52 - Working with people who think differently
3:10 - Making communication more concise
4:57 - Competition with search engines
6:13 - Are clients receiving enough coverage through their employer?
7:50 - When you shouldn’t do something you love
9:40 - Acknowledging a mistake to a client
10:48 - Gaining trust through accountability
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