Why should the first four steps of a phone script matter more than the rest? Because they build the habit everything else rides on. On a ten point intake script, the first four steps are where I tell teams to become absolute masters. Get those into muscle memory, the greeting, the connection, and you create habits and behaviors that carry the rest of the call almost on their own. Nail steps one through four and the remaining six follow correctly, almost magically. People want to memorize all ten at once and they end up sloppy on the part that actually wins [...]