When I was last working with my company, which was America Life Insurance, my greatest mistake was that I like to over-explain things to get my point across. And the problem is, when you over-explain things, it worries and frustrates the customer. It leads to more questions. You know, that just kind of projects that they're just kind of terrified, especially with life insurance. It also dragged out the call, so I wasn't able to get to as many clients as I wanted to. So what I did was I got with my manager, and we worked out some solutions on how I can get through the problem a little bit faster and efficiently. And doing that brought my KPI scores relatively high to the fact that I got the KPI award. So I learned my lesson from that.