There is a lot of "my" floating around in this article. I always love getting peeks into experiences with this sort of thing, but I think the "mys" highlight something I've seen every day. These agents are really great at bespoke personal flows that build up a TON of almost personal tribal knowledge about how things get done if there is any consistency to those flows at all. Doing this in larger theaters is much more difficult because tribal knowledge is death for larger teams. It drives up the cost of everything which is why individuals or extremely new small teams feel so much more productive. Everything is new here and consistency doesn't matter yet.