I changed something in my behavior about a year or so ago, I started answering every call. I put a phone number a huge one on my website and started answering and listening to my customers. It has been life changing, we know what our customers like, we know what they don't like. We're excited to hear and help them in realtime. Our customers love that we answer the phone. We also do email and live chat, but for many the phone is great. I used to suck at the phone and definitely I still have my moments. In general, I've learned how to end the bad calls quickly - or correctly in that a bad call can be your best call. When you can help a customer stay a customer, you can really do this best over the phone. I think generally, this author isn't into customers, but IMO if you're into software you have to be into customers - they are your life blood - love them :D