According to NAR, 74% of consumers would use their agent again, but only 26% do. This is a huge loyalty gap that would not be tolerated in any other industry, and it exists because we've taken a very personal service and commoditized it. This our Achilles heel, and big money has found it. Commission compression, iBuying, etc. are all a response to our diminishing ability to demonstrate value. To defend against disruption and get our clients back we need to evolve away from trying to make strangers do business with us. We don't like doing it, and frankly we can no longer compete at it. If instead we divert our resources to deepening established relationships we will build businesses that are not only profitable, but also personally fulfilling and more likely to succeed over time. If we all do it, we will build a more resilient industry. Come away from this session with the mindset, language, and practices to close the loyalty gap and build a business (and an industry) that is impermeable to disruption.