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

“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.”

“When we're really busy, we move through the callers, particularly this time of the morning, pretty swiftly when the callers are there.”

“If you imagine… a pain dial… focusing on pain turns it up, distraction turns it down… once you know you can put your hand on that dial you take your power back.”

“I would go down to the mall and I would sing songs until each homeless person that I was in front of would smile.”