In the last edition, I spoke about phone calls and the importance of answering the phone first-time-right. That means more than just answering the phone, it means answering the phone within the first few rings (yes, it does make a difference), and answering it with empathy and a genuine desire to help the person on the other end of the line. If you want to read more about the horror stories we’ve seen first-hand, click here to view that piece.