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!