How do I keep my front desk from sliding back into flat question and answer calls? By accepting that one training session will never hold and building in constant reinforcement. The pull toward question, answer, question, answer, schedule, hang up is powerful because it is fast and it feels efficient. But that flat call strips out every bit of emotion, intimacy, concern, urgency, and encouragement, and the caller hangs up feeling like her problem was no big deal. Then she does not show. Your team is not lazy when they revert. They are human, and the old pattern is the path [...]