According to Susan C. Young in her book "The Art of Communication," establishing success with customers over the phone doesn’t stem from aggressive sales techniques but rather from engaging in meaningful conversations. She emphasizes the importance of asking questions, listening actively, and responding to customers’ needs to build rapport and trust. This approach not only helps in fostering friendships but also creates a solid foundation for business relationships.

Young highlights that by developing these connections on the phone, meetings in person feel more like reunions rather than formal introductions. This process not only contributes positively to business but also makes the experience enjoyable for both parties. Ultimately, creating genuine relationships leads to greater success and satisfaction in the workplace.