My A-Ha moment and how to keep some Goodwill in your bank account

Recently a friend of mine had the opportunity to meet Oprah Winfrey in person (twice in one week!) and she told me how she shared with Oprah, her "A-Ha" moment.
Suddenly, I realized that I had just had my own "A-Ha" moment. This is something that I have been practicing for a long time now, but only until earlier this year, did I find a way to articulate my philosophy. 

I was in escrow with a first time home buyer.  My client was very very nervous about the large purchase that he was about to make.   His last contingency was