You could create too much separation in your customer experience if you're not careful.  Even with the best intentions, it's easy to get lost behind automation buildup and fancy insurance lingo.  All of which reduce your reliability to the people you need to feel related to the most.  Sometimes less is more and a simple stream of curiosity is all you need to keep the relationship growing.  Luis Leal, Owner of Leal Insurance Services, talks about how he's tried hard to make sure he's as close to his clients as needed. 

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