I answer my phone when it rings if I am able. I’ve developed this habit over many years and have learned how helpful it is for a reasons.

1. It Serves my Clients

I am able to serve my customers or clients more effectively when I answer their call. This prevents a frustrating game of telephone tag.  Since business is about serving customers, the sooner we serve them the better.

A number of years ago I wrote about how clinics use overseas radiologists to review their X-rays. Philippine radiologists could read X-rays and file a report more quickly. Some saw this as sub-standard care; others believed this was a lower cost improvement in service. My perspective is that in low-demand locations such as small hospitals in rural settings, it is not logical to employ an all-night radiologist to read one or two basic X-rays. In a complicated medical situation, an on-call doctor can come in and work through it. Regardless of our personal preference, this trend continues to advance.

I have written before about how much of business results from unpredictable and random events.  This is why following King Solomon’s advice is wise, “Invest in seven ventures, yes, in eight; you do not know what disaster may come upon the land. (Ecclesiastes 11:2, NIV)

For example in the 1800’s if the railroad went through an area, prosperity typically followed. Unless someone had inside information, you would not know what path the railroad would take. While you could research likely routes, you couldn’t confirm the final route. A business located at the right time and the right place would prosper.  During the gold rush in California, businesses in places where prospectors gathered prospered greatly. Clearly they did not have advance knowledge about a gold strike that would create a boom.

Consider television programs. TV networks works spend millions of dollars in research to produce new shows.  Many of them still fail to get viewership and are canceled.  Sometimes these new shows make you wonder what the networks were thinking in the first place.  However, many of the hits followed unpredictable paths that led to their success. It is true that careful research and effort go into planning these shows. However, the same effort goes into the shows that fail. My point is that one cannot predict accurately which shows will be successful and which will fail.  If one had the skill to accurately predict a foolproof formula, they would earn millions of dollars each year in directing the efforts of each network.

Frequently I hear business people make statements about their high quality, how they do the best job, that their delivery is better than their competition or that nobody does it better than they do. While the statements are impressive, they don’t tell me much about quality.

Most of us have been in meetings where one or more ignite fires with their criticism without offering any solutions. In politics there’s an old saying, “You can’t beat something with nothing.”  When I encounter negativity, I try to encourage the person to offer a better alternative. Likewise when anyone believes that a course of action is unwise, that person should focus on a better solution rather than just firing arrows.