I was asked this question a year and a half ago by my business coach.  To be honest, it kinda rocked my world.  Although we had a successful law firm working hard to help people with great plans, he was making the point that we could be doing even better.
As a result,  we went on a mission to improve our systems in a way that would get people better plans at a better price.  Listen to this episode to find out how we've changed everything about our firm... and maybe our industry.