What have I learned through mistakes? I've learned that it's very important to keep accurate notes as far as who called, meaning not just Joan and John Smith, but John called or Joan called so that we can have accurate notes. Plus, it helps the team know exactly what went down in that conversation. Mistakes, I've been doing this a very long time. I haven't come across any mistakes. I've just learned to be very patient and listen to the insureds and express good advice as far as options because that's what separates us from the Geico's and Progressive's of the world is to have that hands-on agent.