It usually starts when you notice you're not getting chances you never had to worry about before. When that happens it normally means you forgot to refill that clients value bucket at some point. Because the fuller you keep the less you have to worry about anything going wrong. The easiest way to keep if full is by constantly being proactive and maintaining the relationship in the most convenient way possible. That's what I talk to Kim Wood, of Toby & Merril Insurance, about her new mission to stay ahead of everything.