“I think I figured out why we cracked it… you were telling me a funny story… I was already smiling when I was dialing. That's the secret.”

“She tells us… smile while you dial… because if you smile, sound upbeat… that’s how you hook them.”

“The number three complaint for big banks while I was supporting them was they could not get a person on the phone.”

“Make the phone number tappable. On a phone, someone should be able to tap your number once and it rings.”

“We do not mean people have 24-seven access… they put their phone down, greet at the door, say their name, smile…”