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Chris and Jason are discussing how vital it is to provide unexpected value to your clients. They believe that you should always go the extra mile outside the transaction, and that good customer service should be the bare minimum when it comes to your interactions with your clients. There are lots of way to do this--assisting someone who is new to your industry, telling someone how to save money, or even helping them find the right service provider or product that they need. It's important not to expect anything in return, but they believe that there are long term benefits to going the extra mile.