Why do my staff freestyle phone calls instead of using our process? There are really only two reasons, and both trace back to you. The first is slack leadership on the front end. The system never got adopted because the owner never said clearly this is how we do things, so people defaulted to winging it. The second is the veteran with the know-it-all attitude, the person who has been around so long they figure they already have this handled. You can hear that attitude in the recordings. It carries a kind of weight, a quiet condescension, and it does not [...]