All of us have been using the telephone for years. But have we ever stopped an evaluated the image we project? Do we sound professional or ordinary? Do we stay in control of conversations or do we lose control? Do we handle every call efficiently and courteously? Why is this important? Because in making or answering a telephone call, you are representing yourself and everyone in your organization – managers, coworkers and subordinates – to your customers. Your callers form an impression of you and your organization from your telephone manner. Based on this impression, they decide whether to do business with you or take their business elsewhere. You’ve heard this before, and it’s doubly true on the telephone: you never get a 2nd chance to make a first impression. That’s even more reason to make each call a quality call.