When listening to my teammates and those I have coffees with, I am always looking for those Ah Ha moments.  Those moments when I can visualize their "best client" and moments when I understand how they differiatiate themselves from the competition.  This works for me because when I am speaking with someone I am triggered to remember the person and the conversation flows naturally.

For example, when Kenitra is speaking about her Handyman business she always speaks of her customers as Neighbors.  This continually reinforces to me that she has strong customer service and creates trusting relationships.  This is so important to me as a Realtor, because when I recommend someone, I want them to care about my people as much as I do.