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Learn and understand about the issues small businesses face daily in their industry. (iStock) Learn and understand the issues small businesses face daily in their industry. (iStock)

To engage the trust, loyalty and continued business of a small-business client, a sincere demonstration of empathy on the part of an agent can go a long way.

That’s why Robert Klinger, LUTCF, CPIA, president, Klinger Insurance Group, which is based in Germantown, Maryland, and president, AIMS Society, suggests using the “Feel, Felt, and Found” technique.

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