Good phone communication is your first and probably as a service provider your most important challenge. When a potential client or customer calls you have only the first 30 seconds to begin to establish rapport with them to move to the second 30 seconds of your "listening to their needs" and tailoring your response to meet those needs. Clients want to be heard and also led to work with you (Thats why they called in the first place based on a referral or your website, social media exposure etc.). So often I find that I need to be ready for those calls as good communication on this first call is 90% of how you can close business successfully. Practice your introduction and transition to asking questions that will lead them to trust you and your experience...if you don't polish your message and get this right the next call will be to your competitors.