Ruby Mentioned on the Legal Toolkit!

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I've been trying to find somebody that good my entire career!

Practice Management Advisor and host of The Legal Toolkit Jared Correia invited Attorney Chad Burton on his show to talk about his virtual practice. Chad spent a bit of time explaining how he uses Ruby Receptionists’ virtual receptionist service and iPhone app to make a stellar first impression for clients.

“They answer all of our incoming calls for the firm. In many ways, they are the “first line” the public can see…they’re the first live person — especially for new clients – and you want somebody who is going to be filling that role in the way they should. Ruby happens to have a small army of receptionists who are the nicest and happiest people you will talk to. And they go out of their way to help callers, and it is really just impressive.”

A small army of receptionists who are the nicest and happiest people you will talk to.

And in quite possibly the funniest compliment we’ve heard, Chad also shares a story about a frustrated caller. When a Ruby receptionist connected a fellow attorney to him — the caller immediately began yelling at him:

“I have been practicing law much longer than you! You don’t deserve a receptionist that good; I have been trying to find somebody that good my entire career!”

While we’re glad not many of our clients get an earful like this, it is a testament to just how cheerful and professional we are!

Listen to the full podcast here for more information on virtual services you can use to help you run your practice — and I guarantee Chad and Jared will have you laughing the whole time!

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You may be thinking, “Of course Ruby does! How can a company so dedicated to customer service not have a department focused on its customers?” Well, it’s true — Ruby doesn’t have a Client Services Department. We have a Client Happiness Department!

Ruby Client Happiness Department
The Ruby Client Happiness Department (From top left: Eve, Kendra, Madi, Tiffany, Christina, Jennifer, Patti, Jill, Macie, Jenny, Stephanie, Rachel, and Casey)

The Client Happiness Department is named after what everyone here at Ruby aspires to: not only helping our clients, but going above and beyond to fulfill their unexpressed needs. As Kendra Neal, Director of Client Happiness, puts it, “To me, Client Happiness means not only having clients who are satisfied, but who are thrilled with us.  It means we genuinely care about every single client who reaches out to us, and we take the extra step (or two, or three) to make sure they feel cared for and confident in Ruby’s skills.”

Here are some ways we travel the extra mile to deliver exceptional customer happiness.

  • Follow-up Calls. When clients ask questions or request an adjustment to their call handling, we always follow the conversation with an email thanking them for calling and explaining what actions we’ve taken. Not only that, if we’ve made significant changes to their account, we’ll follow up in a few weeks’ time to see if they’re happy with the changes. We adore feedback, and if something can be improved upon, we’ll keep working at it!
  • Chatting with Phone Providers. Call forwarding? Market expansion lines? DIDs? Telephony isn’t a branch of technology all of our clients are familiar with, and we certainly understand why! While it can be confusing for some, members of Client Happiness are regular telephony geeks. We simply adjust our glasses and dig in! We are always here to answer questions about forwarding and will even play translator by jumping on conference calls with providers.
  • Notecards. The Client Happiness team is always on the lookout to make a connection with a client. We are warm and friendly, and love it when clients open up to us. Sending a notecard to express congratulations, well wishes, or sympathies is a great way to cultivate happiness in our clients and show them we really do care for them on a human level.

While Ruby doesn’t have a Client Services Department, it does have a team dedicated to fostering happiness. If you are a current client, please feel welcome to reach out to us. We are here for you!

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Ruby Receptionists Receives Fastest Growing Companies Award for Sixth Year

 

Ruby earned the #55 spot on the Portland Business Journal‘s ”Fastest-Growing Private Companies in Oregon” this year!

This marks our sixth consecutive year on the list, and it was one of the most competitive to date; the most businesses vied for the coveted 100 spots in the history of the program, and each needed a growth rate of at least 44% to even make the list at all!

We are incredibly proud of all the hard work our staff has accomplished in order to grow Ruby while fostering our unique culture — opening a new office, developing new technology, wow-ing callers — and we’re deeply grateful to our clients for continuing to spread the word about our service!

It’s been an amazing year, and we’re looking forward to setting the bar even higher and making our service better than ever!

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Ruby earned the #55 spot on the Portland Business Journal‘s “100 Fastest-Growing Private Companies in Oregon.” Our sixth consecutive year on the list, it was one of the most competitive to date; the most businesses vied for the coveted spots in the history of the program, and businesses needed a growth rate of at least 44% to even make #100. To support our rapid growth, Ruby opened an expansive second office in nearby Beaverton and will launch a proprietary leadership program later this year.

Try Ruby Risk Free

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Four years ago, my best friend moved from Oregon to New York. At first, it was a devastating blow. This was a person constantly at my side and with whom I shared my most intimate thoughts and secrets. Then, a year ago, she moved again — this time to Italy. Every time she moved, we vowed to not compromise our friendship and stay connected.

My best friend and me
My best friend and me on a hiking trip

We Gchat, tweet, post to each other’s Facebook Walls, instant message, or email on a regular basis. There’s Skype, FaceTime, Vsnap, Vine, and the good old telephone conversation. Flowers or gifts on special occasions brighten one another’s spirits, while postcards and funny photos from our day to day experiences help us to understand each other’s environments.

Postcards
A few of the many postcards in my growing collection

In an increasingly virtual world, it’s less about being in the same room and more about the connection that one is willing to make. We are a society constantly on the move, and technology makes it possible to create and keep connections. What’s more, a recent CNN article by Catherine Albison and Shelley Correll reported that, “Because virtual interactions through online chats and teleconferencing make personal similarities less obvious, these may be better than hallway conversations for cultivating innovation.”

How often do you go through your day solely relying upon virtual connections with a friend? How about a coworker in your very own office?

Even though I share an office with half of my team and the other half are a mere 20 minutes down the road, I find that 80% of my communication with coworkers is done via telephone or online. Ruby’s virtual receptionists use intra-office chat, email, and of course the phone as essential tools to communicate with each other, take care of clients’ needs, and foster relationships.

While I still miss my friend enormously, I am proud to call her my best friend. Our connection endures because we care not only about maintaining it, but continually strenghtening that bond. It doesn’t matter if you’re in the same office, city, state or even country. If you care about creating a connection with your friends, clients, or coworkers, the sky’s the limit!

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Celebrating Ruby's 10 years in business

We’re celebrating Ruby Receptionists’ 10th birthday this month! In those ten years, we’ve perfected the art of customer service and created a culture of WOW-worthy customer experiences.

Today, we’re counting down the top ten tips we’ve learned over the years so that you can set your business apart, too!

10. Smile! This may be the easiest tip to implement immediately — and can make a huge difference in your business. How? It’s not just in-person visitors that benefit from a cheerful grin; callers can hear it in your voice! And according to research, a simple smile can instantly boost your mood, too!

9. Send a handwritten card. A thoughtful note or surprise gift is a fantastic way to brighten your customers’ days and let them know you’re grateful for them.

8. Be positively positive. There’s power in positive language. Phrases like “I’d be happy to” and “Gladly” infuse warmth and enthusiasm into every interaction.

7. Watch your tone. Moms of the world got it right; a tactful tone of voice can affect  how customers receive your words, and ultimately, how they see your business. Matching your customers’ pitch and adding a melodic rhythm will have your customers singing your praises!

6. Be increasingly bold in your promises — and over-deliver. Set the bar high for your clients, and they’ll be impressed from the start. Deliver more than your audacious promise? You’ll hear your customers say, “Wow!” and they’ll tell their friends!

5. Know what you stand for (and surround yourself with people who feel the same way). At Ruby, we stand for five Core Values: Foster Happiness, Create Community, Practice WOWism, Innovate, and Grow. We look for folks who are as passionate about these values as we are — and know that we may sacrifice experience for the right fit. The level of customer service at your business is a combination of hiring the right people, and giving them the tools and training to (over)deliver on your promises.

4. Incent, Inspire, and Empower employees. Make WOW-worthy customer experiences legendary by sharing stories. Organize fun incentive campaigns to get people even more excited about offering great service. And empower your staff to make judgment calls, get involved, and go above and beyond for your customers.

3. Make stellar first impressions. The first few seconds are crucial to how customers view your business. Whether you’re crafting a great telephone greeting or welcoming visitors to your office, make sure those first moments are warm, friendly, and memorable.

2. Give them what they don’t even know they want. You don’t need to be psychic to anticipate your customers’ needs; simply listen for the signs. In person, non-verbal cues can speak loudly. For example, a furrowed brow may indicate your customer is upset or confused. On the phone, a sigh or hesitation may mean reluctance and prompt you to offer an alternative solution. You can even stock your office and conference rooms to show that you care about your customers and are always looking out for them.

1. Create meaningful connections. In an increasingly technology-focused, virtual world, human connections are in short supply. Get to know your clients on a personal level, and you’ll see the effects on your bottom line!

Thank you to all those who have made the last ten years an amazing experience for all us Rubys!

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Ready to turn more callers into customers?

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 cancelled 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.