I couldn't agree more Matthew, we need to get into action and start listening and learning from consumers or risk extinction! When you ask everyday people what they think of our Industry most responses are negative, I know i have asked and listened many consumers now throughout America, Australia, London, France as i continue my love affair with travel and real estate. Todays Consumer is demanding change and as an Industry we need to embrace this and look at every we do in new eyes.That of the Consumer! We need to drop archaic mindsets and training and realize that in todays web 2.0 world, all consumers matter, that much of what we think of as best or clever practice is outdated, annoying and often downright frustrating for potential customers.We need to start doing business and marketing differently and get to the point where all our customers say I Love My Agent.