When I started this service in 2001, any time the phone rang I would have my secretary answer it.  We get a high volume of calls every day, so usually I’d be sitting at my desk, just waiting for the call to be transferred.  I did this for no other reason than it was my belief that people expected that they’d have to talk to a secretary first.

I quickly realized that this was a dumb policy.  We try to be as direct and plain English as we can be and break down any stereotypes that people may have about…
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