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 [...]