Terri Morgan cupped her coffee mug between her palms and looked across at her husband, Greg. He looked tired, she thought. Terri and Greg started their business, Greenways Landscaping, just nine months ago. They'd both put in long hours, but it was finally starting to pay off. “Have you had any luck finding an accountant for our taxes?” She asked.

Greg scowled. “I have called at least a dozen CPAs. When anybody does answer the phone, the girl is rude, and makes me feel like my call is a major inconvenience. I am not going to pay somebody to treat me like that! I have called some places two or three times and all I get is an answering machine. I left messages the first time, but nobody calls me back,” Greg flushed.

“I don't see any reason to leave any more messages. You would think people would be trying to earn more business this time of year. But I guess not. I guess they'd rather just blow us off. I don't know what we're going to do. We have to get professional help; this is our first year with the business, but I'm running out of ideas,” Greg said.

“I've got to work on the Archway Building bid today, so I'll be in the office. Why don't you let me see what I can do,” Terri volunteered.

“Okay, but don't blame me when it ruins your day,” Greg said, as he walked out to his truck.

By noon, Terri had enough. After lunch, Terri picked up the phone again. One yellow-pages listing had caught her eye a few times, but she had passed it up. The ad was for an attorney who was also a CPA specializing in business. Terri was interested, but she was afraid that her small business couldn't afford the services of someone who was both a lawyer and a certified public accountant. However, after a morning of frustration, she was ready to pay the premium.

To her surprise, a friendly, professional voice answered her call. The cheerful voice introduced herself as Char, and listened carefully while Terri explained what she needed. Within minutes, Char had scheduled Greg and Terri for a meeting with Mr. Martell, to go over their taxes.

Later, Terri and Greg were pleased to discover that the professional services of Mr. Martell were very much in line with what the other firms were charging. At the end of their first meeting, Terri complemented him on their experience, and asked him especially to complement Char. Mr. Martell smiled. He told Terri that the reason he and his staff could concentrate on their needs was that he had hired a telephone answering services to answering their routine calls and set appointments. He assured them that he would pass on their complements to Char and her co-workers at the answering service.

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