One of the great talents that most people lack is having empathy. I think empathy is an actual talent is because understanding what other people feel is something that can certainly give you a leg up in business.
You really have to understand where clients and other plan providers are coming from and understand how your service and explanations may cause them alarm. No matter how you act in business, you have to understand that your decisions have consequences and all people have feelings. Raising fees, making excuses, adding lines of business, hiring and firing staff, these are all business decisions that can negatively impact your business.
The point here is that any business decision you make is a tactical strategic decision and you have to understand the impact that the decision will have.