At the end of every month, the owner of a small independent insurance agency sits down with her office manager and reads through a stack of conversations. Not all of them. There are too many for that. But enough to get a feel for what people called, texted,...
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A man in his seventies searches for the law firm that drew up his late wife's will. He finds a listing with the firm's name, taps the phone number, and reaches someone who says they can "update the trust today" if he pays a processing fee by card. He almost...
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A financial planner gets a call from a client she has worked with for nine years. The client's daughter has just been accepted to nursing school, and he wants to talk about how to pay for it. The planner congratulates him, asks a few questions, and promises...
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On the morning of Veterans Day, a retired school nurse loads three bags of children's winter coats into her car. She had seen a flyer at the library: a community bank in town was collecting coats at all of its branches through the end of November. She searc...
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The first new client of January almost didn't make it to the appointment.
He had found the practice on a map listing in December, read that it was open on Saturdays, and booked a time for the second Saturday of the new year. On the morning of the appointme...
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