Joel Worthington already recorded this (876 views). Same treatment as Potts: it is a field-ops argument, not a product demo.
Franchisees skip systems that add work without changing the scoreboard. If answering the phone is not in the system they are measured on, they will keep answering it their own way. That is rational. The fix is the standard, then the scoreboard, then the software.
Spoke: Dirty franchise data.
This page is a chip on George Paladichuk’s topic wheel. The money tree of those URLs is here. Center of the wheel: NaiL A.I. — every call answered the same way.