I think making this work requires a strategic commitment on the part of the business. Service isn't something to squeeze into the last 10 minutes of your day, it's something that should be front and center leading the way I think – if you want to turn it into a profit center.

There's a reason that a company like Zappos gets so much benefit (like free PR and happy customers) from their customer service. They've made it a strategic priority that is propelling the future of their business.

Thanks for your comments John… always appreciated.

I swallowed that “position yourself to be busy” tactic before. I think a better method is just to be busy. I do think being busy makes your products/services more desirable. But not if they make you inaccessible.

The problem I find with the phone is that I need concentrated writing time. I've always been good about calling people back. I set time aside for that. But when I working I need to minamize distractions or I never get into a groove where I can produce quality.

The other good thing about talking to customers on the phone is you sure learn a lot. It's like free market research. I've often taken notes and then asked if I could quote them on blog/newsletter. From one 15minute phone call you can get 5 blog posts + get a deeper understanding of your market.