Ad-libbing, or making up spontaneous answers to questions, is not the way to provide unrivaled, confident service to your customers. (iStock) Ad-libbing, or making up spontaneous answers to questions, is not the way to provide unrivaled, confident service to your customers. (iStock)

Insurance industry icon and consultant Garry Kinder, along with his brother, Jack, trained me back in the 1980s. Garry says, "Ad libs are for amateurs, and all pros practice."

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