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Loyal Customers? It All Starts with a Kind Voice
A great experience doesn’t begin with your product — it begins with your first words. Learn how reception shapes your business reputation and why it’s key in Public Relations.
What Are Public Relations (PR)?
PR sounds complex, but it’s actually simple:
It’s just how others see you, remember you, and talk about you.
And that image starts forming… long before they try your product or service.
It begins with how you treat them in the very first interaction.
First Impressions Matter — A Lot
According to Support bench, a company that specializes in customer experience through tech and behavior analysis,
90% of the impression a customer forms happens in the first 90 seconds.
And if that first call is handled by someone who’s cold, unsure, or not listening?
That opportunity is gone.
But if the person who answers speaks with kindness, confidence, and professionalism…
That’s where real trust begins.
Do Calls Still Matter?
Yes — more than you think.
Even with all the digital options available today, the phone is still the preferred channel.
61% of customers prefer calling when they need help,
and 75% believe calling leads to faster answers.
This comes from Salesforce, one of the world’s leading platforms in customer relationship
management, known for tracking consumer behavior and expectations.
The Role of the Receptionist in Your Reputation
Your receptionist or front desk agent is not a minor role.
They are a true Public Relations agent.
Why?
- They represent your business image: Their voice, tone, and attitude reflect your values.
- They build trust: A kind, clear response creates a positive experience right away.
- They manage information: They answer questions, guide people, and direct requests.
- They prevent miscommunication: They filter, organize, and protect the flow of
information. - They build human connection: They listen, empathize, and support.
🦷 And in a Dental Practice?
The receptionist’s impact is even greater.
Many patients call feeling anxious, in pain, or with uncertainty.
And the voice that greets them is literally the human face of your practice.
A phrase like:
“Thank you for calling. I’m here to help—tell me what you need.”
can be the difference between a patient who books…
and one who never calls back.
From that first call, the receptionist:
- Listens actively to fears or frustrations
- Explains clearly and calmly: appointment times, procedures, expectations
- Follows through: if they say “I’ll call you back,” they actually do
- Reflects the values of your practice: care, warmth, professionalism
- Manages difficult moments with empathy and resolve
In short:
They protect the emotional experience of the patient, strengthen your reputation, and connect the patient with your clinical team.
What Happens When That Goes Wrong?
64% of customers have left a brand due to a bad experience
and 47% left because of bad reviews online.
(Source: Forbes — a leading authority in business, branding, and customer behavior)
And many times, it all started… with a poorly handled phone call.
🛠 What Do We Do at BEST?
At Business Expansion Specialists, we use real, proven Management Technology
that applies to every area of your business—
from reception to leadership, from internal communication to team training and public relations.
We don’t give vague ideas.
We show you exactly what to improve, and how, with measurable results.
Want to Improve How Customers See You from the First Call?
Book your free 30-minute call with one of our senior consultants.
We’ll show you how to improve your reputation, internal communication, and customer experience
with real tools and practical steps based on our Management Technology.
