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In this video tutorial, Ryan Gromfin, author and restaurant owner, discusses the importance of ensuring that restaurant staff answer the phone properly. He emphasizes the need to set a culture within the restaurant through phone etiquette. Ryan provides a simple script that must be used when answering the phone and stresses the importance of training staff through role-playing before allowing them to answer calls. Consistent training is necessary to ensure that all staff members are familiar with the script.