[mothered]

Use their names when you're talking to them

This Is a good point.

It's human nature to feel appreciated when addressed by name, therefore gives the SE an added layer towards a successful result.

I always talk to them directly over the phone

Adding to this, of more Importance to what you say, Is how you say It. Your tone of voice can giveaway a lot of Information. If there are signs consistent with fabrication, your SE may well fail.