“80% of your business is likely to come from 20% of your clients. Keeping those clients for your entire professional career is vital.” So begins this important GBA Best Practices monograph that cites Mary Kay Ash, founder of Mary Kay Cosmetics, the highly successful, $3 billion/year company Ms. Ash founded with her $5,000 life savings. When asked, “To what do you owe your success,” she responded, “I imagine that every person I meet is wearing a big sign that says, ‘Make Me Feel Important.’” The monograph goes on to state that people can make others feel important “by listening to them and demonstrating that you’ve done so by remembering what they’ve said.” The balance of the publication identifies the techniques and technology people can use to help remember the “ten most important things you need to know about client representatives whom you want to convert to client representatives for life,” each one of which is discussed in detail.