Maurice and Danielle are discussing the importance of customer relationships and customer service. Maurice explains that it is not enough to just have the business and paperwork but to get to know who the customer is and understand what they need. She gives an example of how he called the bank to let them know the customer had insurance, and then wrote the customer the same day with a quote. She states that customer service is not just about the business, but also about retaining the business. Danielle then talks about how her superpower is turning strangers into friends.

Danielle then dives into the conversation about customer relationships, and how it is important to get to know the customer and understand their needs. They discuss how customers can be easily turned off by bad customer service, and how it is important to keep customers engaged and provide great customer service to ensure the success of the business.

Maurice and Danielle have known each other for over eight years, when Danielle first called Maurice for an insurance quote for his home. They both recall their first interaction vividly, as Danielle made Maurice feel welcomed and comfortable. Danielle has been in the insurance business for nearly two decades and he believes that building customer relationships is the most important part of the job.

She doesn't view his job as selling insurance, but rather building relationships with his customers. Danielle believes that strong customer relationships lead to mutual understanding and trust, and that is what makes a successful business.

Danielle is discussing the importance of relationship building in business, particularly in the insurance industry. She explains that he tries to make a connection with her customers by asking them about their family and finding commonalities between them. Her approach of setting aside paperwork and just talking with the customer was inspired by a customer service representative he worked with, who was always bubbly and kind.

The speaker also talks about how he uses smart talk to listen for products that would fit into their lives, such as life insurance. She concludes by saying that the goal is to make the customer feel like old friends and to get to know them better.

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