Ask the Question Here’s why. They sit down and they have a meeting. At that meeting, it’s decided, every time a phone call comes in, let’s ask how they found out about us. It’s a good step. Unfortunately, people forget to ask. In addition, customers don’t accurately report this information. We have seen this before time and time again, as we’ve worked with a client and the phone calls that came in were actually tracked for training purposes. And we were able to listen to some of the inbound calls from customers. Even though on some occasions, the client’s staff would ask, “How did you hear about us?” the overwhelming number of calls that came in didn’t know. They would say, “The Internet.” They would say, “Google.” They would say, “On your website.” Well, that’s all well and good, except on the website, they were looking at a promotional website. The client’s offer may have been promoted on multiple websites. So pretty soon you start to get into asking your prospect, before the conversation even begins, several probing questions about how they found out about you, and the customer starts to get irritated. They’re calling to ask you questions. They don’t want to be processed six ways from Sunday.