Southwest didn't lose me because they became a bad airline. They lost me because they stopped being Southwest. The things that made them special gradually disappeared. And when a business becomes more like everyone else, customers start treating it like everyone else.

Maybe success is also: Being fully present at dinner with your family instead of answering emails all night. Taking the vacation without obsessing over your inbox every fifteen minutes. Calling a friend you haven’t spoken to in years. Taking care of your health before your body forces you to. Watching the sunset without simultaneously scrolling social media. Saying “I appreciate you” while people are still here to hear it.

After years in leadership, I discovered the #1 complaint clients have about agents usually isn’t pricing, negotiation, marketing, or open houses. It’s communication. But here’s the twist: Most agents think they are communicating well. The real issue is they’re communicating in the way they prefer — not the way the client prefers. That’s a massive difference.