I've made it my policy that if I'm waiting in line to be served and
> the sales clerk thinks it's *more* important to take a telephone
> interruption than to serve me I'll put down my purchase and walk out
> of that store. Telephone customers do not have any more clout than
> customers who are in front of you.
This is why the phone at my wife's chocolate shop has an answering machine that picks up after 2 rings and gives the hours and a chance to leave a message. I made it a point to instruct employees that the phone is *not* to be answered if they are already dealing with a live customer.
More than half the time the caller just wants to know how late the shop is open, so that's in the greeting.
Bill Ranck Blacksburg, Va.