What's your agency's standard for quality? It seems unrealistic to expect quality standards of 100% . . . after all, nobody's perfect. Wouldn't life be a lot easier and less stressful if everyone accepted a certain amount of predictable human frailty and built in a margin for error? It could even be called something impressive and positive sounding-'acceptable quality level,' for example.

VOICEMAIL MESSAGES THAT GET RESULTS Patricia A. Czech The more technology we introduce to help us communicate, the less we actually communicate. Most businesspeople will only return 20% o...