By Nancy Friedman, Keynote Speaker; Customer Service Expert; President, Telephone Doctor Customer Service Training

If this hasn’t happened to you yet, my bet is it will.

You see the name or a number you recognize on the phone and pick it up with, “Hi Joe” (or whoever it says). And low and behold – guess what? It’s not Joe.

Safest bet? Don’t look. Act surprised. Be great on every call. Or if you do look, use your professional greetings. Don’t discriminate!

I often hear: Well, it’s JUST “Bob” and poor Bob gets a low grade unprofessional greeting. Not nice.

Bob should get the same greeting as you’d give Taylor Swift. (If she called you that is.)

I’ve been speaking on customer service a long time and I’m asking you to believe me. It’s not worth it to discriminate on how you answer the phone.

Watch this 1-minute Video Blog and you’ll see what I mean.

Make each call GREAT! Treat each caller as though it was your favorite movie star.

Even if you look and see it’s “Bob Smith” who you know and love, that call should be answered as professionally as you would if it’s not. NOT “Hi Bob” or some other personal note. Because it may not be Bob.

Example: One day a friend of mine called me about 4 times in a row in a very short period. And each time I saw the name on my cell, I answered as I always do; upbeat and with that eternal smile: “Hi, this is Nancy.”

Finally on the 5th call with her name popping up I said, “Now what the xxxx do you want?”

Right, it wasn’t her. It was her friend using her phone, because my friend couldn’t make the call.

So, final answer. Answer your office or cell phone the same way each time. With a buffer, “Hi” and your name, “This is Bob.” (Use your own name of course,)

Thanks, and share please.

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Nancy Friedman

Nancy Friedman

Communication and customer service expert Nancy Friedman, The Telephone Doctor, founder and chairman of Telephone Doctor Customer Service Training, is back in the saddle again. Well, back into live onsite programs, and still offering her ZOOM programs, in a cost saving manner. Whichever you choose, onsite or Zoom, you’ll be glad you did. The reviews are excellent, and audiences have loudly applauded her in either area. Sales, customer service and communication skills are her area of expertise, and she welcomes calls, texts, or emails. You can reach her directly at; through the website at, where you can sign up for her newsletters; or call/text directly at 314-276-1012 central time. Bring it on. Whether you need a keynote speaker or workshop/breakout speaker on customer service and communication skills, you’ll make a great choice.