Why does our phone performance keep sliding back even after good training? Because you stopped the active part. This is the most predictable thing I see. A practice builds real phone skill through monthly call reviews and outside critiques, then life gets busy, the reports fall off the plate, and within a few months the office regresses right back to where it started, or barely above it, the D level. Phone skill is not a vaccine you get once. It is conditioning. A sprinter who quits training does not stay fast on memory. Your team is the same. The recordings, the [...]