Book excerpt: This books focuses on the team, the unsung heroes of your business, the individuals who are communicating with your prospects, clients and patients by telephone. These people are also known as the first impressions director, the front desk, the receptionist, the sales team, customer service and the call center. Our goal is to shine a bright light on the team so that the business owner, CEO, COO -- from the top down -- is reminded how critical these individuals are to their bottom line.