Connection really IS your competitive advantage – it can be the #1 defining factor in building your bottom line. Connection is so much more than knowing someone’s name and birthday; it is having an emotional exchange between two people, which determines if they trust you (or not). In order to create this connection, you have to do something that is quite simple, yet many simply cannot master: listen. That’s right, listening can be one of the best tools you can use to create connection. And when you create connection, you lay the foundation to build your reputation, instill trust in your employees and customers, and create profits at every single turn.

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