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We can learn a lot from the most successful airline of the past decade. Southwest Airlines. Imagine, of all the places to take a risk in shifting from extremely professional and serious, to casual and relaxed then the airline industry. Lives are at risk. But they did and the consumers love it. With the humor can a new type of trust. With the casual uniforms came less fear, not more. At scottradio.com this approach to telephone answering is what we do. And we do it well.