We had a free-for-all Q&A Call today with about 150 members of the CSR Mastery Program today.  I left them with this thought.  Hopefully, it inspired.  Or, at least, troubled or provoked.  I know it surprised some...if not all, since much of my relationship with them is based on teaching technique, tactic.  Like scripting, Report Cards, creating a "WOW" experience and so forth.

The thought: if I had to choose between...

...a CSR who "gets" all the techniques but doesn't feel passionate about PROTECTING people, families and business, or...

...a CSR who has not mastered the techniques but passionately believes in protecting people and BELIEVES that what we do in this industry is important work...

I"d take the second one.  The passion to protect, the belief in our VALUE will turbo-charge every technique. 

And sometimes, make them irrelevant.

This is a NOBLE PROFESSION.

When was the last time you had a MEANINGFUL CONVERSATION with your team about what matters most?  If it matters most, you should talk about it every day.  Every day.  And the next day.  If it's not important, you'll get bored. If it's important, it will light its own passion and grow like a fire.