17/08/2026
The next premium product might simply be a human being who answers the phone with a smile.
As companies automate services, cut contact centres, and bury customers beneath menus, forms and chat bots, actual human attention is becoming surprisingly rare.
In the next few years, “You can speak to a real person” could become a genuine competitive advantage. Imagine that!
Everything is automated and we accidentally make humans luxurious again.
But not at PR Worx.
Meet Patricia Hlongwane, our new receptionist.
Except she wasn’t hired as a receptionist.
Patricia originally joined PR Worx as a stand-in cleaner while our full-time employee was on maternity leave for four months.
And she was phenomenal.
Not phenomenal “for a temporary employee”. Phenomenal, full stop.
Patricia is reliable, switched on, warm, professional, eloquent and takes enormous pride in everything she does. Most importantly, she notices what needs doing without waiting to be told.
So when her temporary contract came to an end, we had a choice.
Say thank you and goodbye because the job she had been hired to do was finished.
Or recognise that the person standing in front of us was capable of far more than the job she had originally been given.
We chose the latter.
We trained Patricia internally and brought in an external consultant to develop her telephone skills, reception etiquette, admin, and confidence. She was also given a complete makeover by a colleague, trained to do her makeup, and thanks to a small budget allocated to her by PR Worx, her wardrobe was also upgraded. She grabbed the opportunities with both hands.
Today, Patricia is the friendly voice you hear when you call PR Worx and one of the first people you meet when you walk through our doors.
And there’s another part to this story that we love.
Our previous receptionist didn’t lose her job to make space for Patricia. She was promoted to Junior Account Executive, and is flourishing in her new position.
That’s what “grow from within” means to us.
Sometimes your next great employee doesn’t arrive with the perfect CV.
Sometimes she’s already working in your building.
You just need to notice her.
Congratulations, Patricia!