While checking out my Twitter feed a couple weeks ago, someone offered up a great Seth Godin line that actually comes from a blog post that’s four years old. It hasn’t lost an ounce of importance during that time: “The only reason to answer the phone when a customer calls is to make the customer happy.” In this case, Seth was referencing a bad phone experience he had with a leading manufacturer of kitchen products. But the name of the company and the specifics of Seth’s complaints don’t really matter....
