There's nothing better than the good old fashioned personal touch- answer your phone within 3 rings; give your name and be 'present' to the caller; avoid sounding rushed or too busy. Every customer wants to feel special; really being listened to fosters this sense.

If using voicemail, make the message clear and well spoken; use a friend's voice if necessary. Making your message day-specific, "Hello, it's Monday the 17th," can help allay fears that a message may go unnoticed.

If you're using a cell phone, try to avoid customers having to leave messages in two places as this can create the impression of being illusive and hard to reach. In these circumstances consider diverting your office phone straight to your mobile.