Ruby Receptionists Great Place to Work

We are thrilled, delighted, and extremely proud to announce that Great Place to Work® and FORTUNE Magazine have named Ruby Receptionists the #1 best small company to work for in the nation!

We were a bit in awe when we found out we had made the list — speechless when we learned we had topped it. We knew we had something extremely rare and exciting and amazing going on here at Ruby, but to hear that others could see what we have been feeling for years? Priceless.

Just check out a fraction of the responses from our staff when the announcement reached the team:

What cloud is above cloud nine? Because I feel about 2 thousand clouds above that. – Michael, Level 10 Desktop Wizard

It never fails: I could be having a rough morning or a rough week and the minute I set foot inside of Ruby I can hardly contain the joy that bubbles out of me! What a happy day and a happy place to be!! – Siobhan, virtual receptionist

I feel so fortunate to be a part of such a magical place! It’s a revolution and we’re bringing happiness to the world! – Ashley, Sales Associate

I am honored to work for this company and to work with all of you wonderful people! Here’s to loving our jobs and the world knowing it!! WOOOOOOOOOOO!!!! – Whitney L., virtual receptionist

WEEEEEEEEEEEEE!!!!! I am so elated to be working here with such an amazing and awe inspiring group!! This is such an amazing accomplishment and is proof that Ruby’s hard work has paid off!! – Carly, virtual receptionist

What an amazing achievement! That’s what Ruby does though; we reach for the stars and come back with moon dust! – Ellie, virtual receptionist

Talk about the ULTIMATE WARM FUZZIES! – Patti, virtual receptionist

Gaaaaaaaah!! I am getting misty over here, this is just such an incredible announcement. Thank you Jill!! I’m so inspired by how Ruby continues to set what seem like insane goals, and then BAM! We meet them! – Jennifer S., Problem Solver & Happiness Maker

We are incredibly grateful to all of our wonderful employees, fantastic clients, helpful vendors and partners, and supportive friends; YOU make Ruby such a special place to come to work!

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Ruby Receptionists was recognized as the #1 Best Small Company to Work for in the nation for 2012. Published in FORTUNE Magazine, the list recognizes companies that have exceptional workplace cultures. Great Place to Work® evaluates companies using a unique methodology based on five dimensions: credibility, respect, fairness, pride and camaraderie. Among hundreds of applicants, Ruby was the standout for fostering happiness and keeping meaningful connections alive and well.

Try Ruby Risk Free

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Ruby Receptionists CEO Jill NelsonWe’re excited to announce that Ruby Founder & CEO Jill Nelson has been named a 2012 Customer Champion by 1to1 Media! Each year, 1to1 Magazine chooses a handful of customer-focused leaders who excel at creating a culture of exceptional customer service, and this year, they chose Jill for her innovation and unique approach to customer-centricity: Give your employees a good sense of purpose, and they will naturally seek to pay it forward.

In an increasingly technology-focused, virtual world, Jill has incented, inspired, and empowered Ruby’s virtual receptionists to wow clients and make meaningful connections. In turn, these personal connections have fueled Ruby’s success. “It’s important to make a difference,” said Jill. “And it works.”

For more about Jill’s creative vision of customer experience and to see the full list of the 2012 Customer Champions, check out 1to1 Magazine’s website here.

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Phone Tip: Creating Real Customer Connections
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Not every customer loves a lengthy chat, so if you’re striving to make meaningful connections with your customers, it’s important to make every word count. Whether your next conversation with a customer lasts thirty seconds or three hours, these five little phrases will help you stand out as a customer service dynamo.

  • May I. When asking anything of your customers, ask nicely! Never demand information — although brief, a phrase like “I need your account number” is bossy enough to sour a customer’s mood. Stick with “May I” when seeking information, and when you get that information, always say…
  • Thank you! This classic never goes out of style. Slip “thank you” into your conversations with customers as often as possible. A heartfelt “thanks” is an absolute must when attending to a customer who’s been waiting for your attention, or retrieving a call that was placed on hold, or addressing any potential inconvenience: Thank you for your patience!”
  • How may I help you? Adding this one to your company’s telephone greeting is an easy way to showcase your team’s enthusiasm. You’re raring to help, right? Why not make that clear to every caller from moment one! For extra WOW-factor, begin your telephone greeting with a “thank you,” as in: “Thank you for calling ABC Company. How may I help you?
  • My pleasure! Kick lackluster replies like “sure” and “no problem” to the curb, and show your gusto with “My pleasure!” When customers ask for assistance, this two-word powerhouse lets them know you’re not only ready to help, but delighted to do so.
  • I’ll be happy to! This gem works a lot like “my pleasure” as an excited reply and doubles as a graceful question-dodger. When a customer throws a new question your way, resist the urge to give a dead-end response like “I don’t know,” and instead meet that question with an upbeat I’ll be happy to find out!” or I’ll be happy to look into that!” A pinch of “I’ll be happy to” here and there can help turn any tough question into an opportunity to impress.

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3 Ways to Never Miss a Sales Opportunity

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If you’re a small business owner, you know not every potential customer is a great fit for your company. But missing sales opportunities from ideal prospects can affect your bottom line. In addition to your amazing sales pitch, here are three simple ways to make a stellar impression and ensure a potential account doesn’t fall through the cracks:

Use FYI Messages.

What is an FYI message? Well, it’s a message that your receptionist automatically sends you when a caller declines to leave a message. Say you’ve been playing phone tag with a potential customer named Mark Richards. Mark calls while you’re in a meeting, but declines to leave a message. Your savvy receptionist shoots you an email anyway: “Mark Richards called at 1:35. He declined to leave a message. Just an FYI.” Guess what? Now you can contact him before he calls another firm, and impress the heck out of him in the process. Encourage your phone answering team to send FYI messages, and you’ll always be in-the-know about your callers.

Catch Caller ID.

When you’re transferred a call, make a habit of checking out the caller ID, and jotting it down if you don’t recognize it. If a prospect’s cell phone flakes out, you can use that caller ID to ring ‘em back. Try searching for a prospect’s area code and using the results as a conversation-starter and connection-maker: “I see you’re calling from a 415 area code. Are you in San Francisco? I love that city!” Maybe a prospect’s company name shows up on caller ID — another great opportunity to get to know a potential customer! The more you know about a potential customer the better, and you can learn a lot from a quick glance at caller ID.

Make Fantastic Follow-Ups.

If you snag a prospect’s email address, send a follow-up email thanking them for their time and recapping your conversation. Email templates are a big help here, as you’re likely to cover the same topics over and over when chatting with potential customers. Make email follow-ups a breeze by creating a basic template or two that you can quickly customize and send after a sales call. If you know a prospect’s mailing address, go for some extra WOW and send a hand-written notecard to show your appreciation. Follow-ups are a great opportunity impress and inform potential customers. Is there some helpful information you didn’t get a chance to discuss? Include it in your follow-up!

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How transparent is your company? Do your employees know how well your business is doing? Sharing your metrics lets employees know you trust them, and that’s a powerful motivator. And once they understand where the bar is set, they’re better equipped and inspired to achieve and even exceed it. So what can you do to demonstrate transparency and trust?

  • Present the “State of the Company” at your staff meetings. We hold quarterly staff meetings, and in addition to kicking off new incentive campaigns and creating community, we also get a good sense of how healthy Ruby is and whether we’re on track for the year.
  • Hold a Daily Huddle. Brief standing meetings are great for many reasons, including better cross-communication between departments and motivation for or help finishing a big project. Try reading a few of your departmental metrics as well — it’s a great way to keep the whole company informed on what’s going on on a day-to-day basis. For example, at 10:10 every morning, we look at how many clients we have, call statistics, and revenue goals, just to name a few.
  • Host a “Fun with Financials” class. It’s one thing to have open books, but what if your employees aren’t familiar with how to interpret balance sheets and expense reports? Each quarter, Ruby CEO Jill Nelson leads a two-hour class, introducing some basic accounting practices and shows Rubys our actual books.

Best of all, when your employees are informed about the health of your business, they’ll be more invested in its success!

 

 

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I recently stumbled upon an article on the Huffington Post Business blog entitled (Almost) Everything We Think about Employee Engagement is Wrong. Dov Seidman at LRN argues that making meaningful connections with employees and having strong company values and a purpose-driven mission lead to more engagement, and ultimately, better business results.

It’s not enough to simply have lunches or holding one-on-one meetings with supervisees. Monetary bonuses are like sugar rushes that quickly wear off. Cultivating connections between coworkers establishes trust. The entire culture needs to hum with a purpose that inspires employees.

Ruby’s mission fits nicely into this model; we aim to preserve meaningful connections in an increasingly technology-focused, virtual world. However, even if your company’s purpose seems different (Nike’s, for example, is to bring inspiration and innovation to athletes), your business and employees can still benefit.

Hiring employees who jive with your mission (even if you need to invest in a bit of training) will set them up for success and make it easier for you to create connections. Recognize employees for their accomplishments, not just with bonuses, but send an email or drop by to personally congratulate them on a job well done. In your lunches and one-on-ones, set aside some time for small talk; my boss and I have our weekly check-ins first thing Monday morning and get to chat about what exciting things we did that weekend. Identifying your company’s mission and fostering personal connections adds up to employees who work harder, are more productive, and more invested in the success of your business.

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Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the canceled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner. Some restrictions may apply.