As much as your place of business, office and its environment gives a first impression of who you are as a business, so does that person that answers your phone. Potential customers, clients and people in general will see or hear what the building, office or environment is saying about your business as well as what the first person they talk to that represent your company is saying about you, all before speaking with a manager of someone looking to make a good first impression. It is at this time that an assumption about the way you treat your customers is formed also. Make sure that everyone representing you and your business employ good manners and have the basic business etiquette skills to communicate appropriately with the public.
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