Should I let my staff add their own personality to our phone process? Not in the early part of the training, and I am blunt about this. When a system is new, freestyling is the enemy. I tell doctors the ten steps are required, in order, as written, and it is not up to whether the team feels like it. Here is what I hear on calls when people roam off script. There is no system around them, they stop listening, they answer questions before the patient even speaks, and you can feel the whole call go flat. Personality comes later, [...]