- Making good Persona and Personnel Decisions is the #1 Skillset Required To Grow A Business

- They are not YOUR agents, they are your business partners

- My job is to hire agents and staff who are smarter than me

- An interview process that encourages multiple interviews with the competition

- How to build a culture with 95% retention and $17 Million Per Person Productivity

- Treat all agents not as they are, rather as who they are becoming

- One of the biggest line item expenses is for culture and retention

- You will keep and get more of what you are grateful for and lose that you are not

- Sense of entitlement by team leaders stunts growth