" Well, I suppose you could argue that since the call starts with the disclaimer,“ Your call may be recorded for quality and training purposes,” it implies that we are not even sure that we are competent. Maybe the disclaimer itself suggests that there is no reasonable expectation of accuracy?"
To my horror, the lawyer asked if I would testify to that. I quickly told him that I was joking. But the fact that the lawyer even considered it still makes me shudder. I turned him down.
But the whole exchange left me thinking. Why don’ t we just say,“ Calls are recorded”? No fluff, no ambiguity. If a lawyer was willing to twist that standard disclaimer into an argument about unreliable service, what is stopping others from doing the same? Worse yet— is there some unsettling truth to it?
At the heart of these cases— whether wrongful termination, referral processes, contract disputes, or data security— lies a simple truth. Preparedness is power. The strongest defense is not scrambling for legal cover after the fact.
IDIOM INSIGHTS
It is having the right policies, documentation, and operational discipline in place before challenges arise.
When organizations build processes that are clear, fair, and consistently followed, they don’ t just shield themselves from legal trouble. They create a foundation for better decision-making, stronger customer trust, and a more resilient business. Legal challenges may never come. But excellence in operations ensures that if they do, you are not just reacting. You are already prepared!
PREPAREDNESS IS POWER.
Kathleen M. Peterson is the Chief Vision Officer of PowerHouse Con sulting, a call center and telecommunications consulting firm. www. powerhouse1. com
@ PowerHouse603
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