Our phones have caller ID. Most businesses that call are identified on the screen of our handsets. We have found a new way to use this helpful information. No, we don't screen calls. In fact, we still try to answer calls in 2 rings or less, no matter who's calling.

As you may know, we have two "divisions" of our business, our very cool conference center and our team programs. Most of our calls are answered by the team members focused on our conference center business. When a call came through that the caller ID identified as one of our program clients, one of our team members on our program side saw it and yelled "I've got it!" They immediately answered the call and began helping our client.

Why this is one of our favorite sparks:
This is the ultimate in responsiveness and engagement. We saved the caller from having to transfer, hold, and introduce themselves again. It is literally the exact opposite of an automated phone system. We can't do it every time, but in this case, it was a really cool way to serve the customer...and they weren't even aware of it (but they were subliminally appreciative, no doubt).