On today's drive-by, Chris and Christian answer a call-in question from Peter, roles get reversed as Chris tells a joke instead of Christian, and the team discusses the importance of positive customer experiences and how it impacts CSI.

Peter is concerned about his overall CSI score being unfairly affected at work so Chris uses this as an opportunity to teach Peter and the audience that CSI scores are 100% in the control of the advisors, even if there are other seemingly uncontrollable factors at play. Chris expands his reasoning and explains that the biggest positive impact on CSI is focusing on building lasting customer rapport, knowing your customer base, and building trust with them as well. It's all about "petting the dog"! You don't want to miss this, so make sure you tune in!