Should I welcome a new caller at the start of the call or at the end?
Do it at the start, and then again at the end if you like. For years I taught teams to welcome the patient near the close. Then I heard a call where the person said it right up front, “Let me be the first to welcome you to our practice,” and it was better. It frames the entire conversation. A first-time caller is nervous, often calling about something they have been avoiding for years, and that one line tells them they landed somewhere that wants them. Get their name first, use it, then welcome them by name. It costs you four seconds and it sets the emotional tone before you ask a single intake question. Move your welcome to the opening and watch how differently the rest of the call goes.
If the answers you are finding here resonate with you, my team and I work with a small group of clients each year. The next step is a complimentary Discovery Consultation and Practice Review with Dr. McAnally.