On the verge of being disappointed, I did find some useful advice among the inane bits. I, personally, can't imagine answering every phone call the way this author suggests. However, the rule about the first seconds of a collection call, and how to NOT LOSE that exercise was interesting. I hope that it is accurate information, but there is a general lack of authority references to this book. Also, the "book" is extremely short of real content, with a lot of filler words talking your ear off. To make this an investment you won't regret: get a friend or two to share the cost of purchasing. You'll feel more like you got what you paid for.