Want to build a company culture that consistently WOWs customers? These three words are the keys to motivating your team to deliver unforgettable customer experiences:

Incent, Inspire, and Empower

Incent. Rewarding employees isn’t new; but what exactly are you incentivizing? Take a moment to think about the outcomes you’d like to see.

When Ruby first started, we factored in the usual criteria into employee reviews — attendance, timeliness, productivity — but there was nothing about the core of what we do: Making stellar first impressions and cultivating real, meaningful connections. How was our staff to know? We overhauled our review process to ensure every employee is familiar with what we value most from day one.

Inspire. We’re big fans of storytelling. We share every compliment that comes in, from “You have a great voice!” to “A client just signed up with me because he said my receptionist was so nice!” We even share the best stories at our quarterly staff meeting (and the very best of the best gets a cash prize!).

Sharing stories can inspire your team, showing them what spectacular things others have done and what they can do to join in.

Empower. Once your team knows what you’re looking for and is excited to create their own stories to share…let ’em! Give them the tools to make it happen and the freedom to make judgment calls on behalf of your customers and your company.

For example, Ruby has a prepaid Amazon account where any employee can purchase something to brighten a client’s day or solve a problem, no questions asked. It’s led to many impactful gifts and lasting connections!

Once your employees have the right direction, inspiration, and knowledge that you trust them, they’ll exceed your every expectation!

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Client Spotlight: CyberStockroom

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Emad Hanna Founder of CyberStockroom
Emad Hanna
Founder of CyberStockroom

We were delighted to chat with Emad Hanna, Founder of CyberStockroom and Ruby client of seven months. CyberStockroom is a cloud-based inventory management system, helping business owners and managers keep track of their inventory and sales without worrying about software, data, or synchronization..

What made you start CyberStockroom?

I started CyberStockroom because I needed the service for myself! When I looked around, I found that my options were very limited. This seemed very strange to me because many companies stand to benefit greatly from a cloud-based inventory management system. When I launched the company, the plan was to focus exclusively on small businesses, but we’ve been lucky enough to build a great reputation and a sophisticated set of features, and now we provide a very appealing alternative to the much more expensive and cumbersome systems that are traditionally used.

What is your favorite part of your job?

My favorite part of my job is whenever I am talking to an overwhelmed business owner and they suddenly realize how a feature or service that we provide can make their life a whole lot easier. You can almost feel the tension melting away, and they start to get excited about taking back control of their business. It’s a big thrill for me when a client solves a very real problem using a solution that we provide.

How did you handle your calls before using Ruby?

Before Ruby, we used to redirect our toll-free number to the cell phones of various members of the team depending on each person’s availability. So if somebody called, they might get a technical person or a salesperson or an accountant. Needless to say this was not a good system.

What do your callers think of your receptionist?

People who call us often feel the need to tell us how amazing our receptionists are, and in most cases they have no idea that the receptionist is not an employee. Several clients have even insisted that our receptionists deserve a promotion!

What do you like best about working with Ruby?

Ruby allows us to project a very sophisticated, friendly, and professional front to our clients and partners. What sets Ruby apart from other virtual receptionists is that they provide an important human experience in addition to the technical service. They go above and beyond to make callers feel very welcome and cared for. This attitude has made Ruby a valuable part of our sales cycle.

Thanks to Emad for catching up with us and for being a delight to work with! To learn more about CyberStockroom’s cloud-based inventory management software, feel welcome to check out their site here.

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Ruby volunteers and friends
Ruby volunteers and friends

Each year around the holidays, Ruby’s virtual receptionists and staff gather at the Oregon Food Bank to package food for those in need. This year, we expanded our tradition: Since we added a second office in nearby Beaverton, Oregon, we decided to volunteer in each city and support both our local communities!

In the two nights combined, Ruby volunteers helped package more than 61,324 pounds of food — that’s more than 51,000 meals for needy Oregon families!

Rubys at the Portland food bank
Rubys at the Portland food bank location

Rubys at the Beaverton food bank
Rubys at the Beaverton food bank location

Learn more about the Oregon Food Bank here, or find a food bank in your area.

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This post was originally published on Attorney at Work

If you’re an attorney, getting clients to be open and honest with you is often the first step to a well-crafted case. Make them feel at home, and you’ll quickly become their trusted ally. Sounds simple enough. A warm smile, an inviting office, and you should be all set, right? But what if their first interaction with your firm is over the phone? How do you communicate that you’re there to help…when you’re not physically there to help?

Try these three trust-inspiring tips next time you’re on a call with a cautious client:

Say Their Name

As Dale Carnegie notes in his famous book, How to Win Friends and Influence People, “[a] person’s name is to that person the sweetest and most important sound in any language.” Repeating clients’ names will help them relax. And remember, formal doesn’t always equal professional. Sometimes skipping “Mr.” and “Ms.” and using their first names will help them feel more like they’re talking to an old friend than to a potentially intimidating attorney. When in doubt, address clients the same way they introduce themselves.

Respect Their Boundaries

Some clients may be hesitant to provide all their personal details up front. If a client declines to give a piece of information, move on to the next question without pressing. You can come back to it later, and they’ll probably feel more comfortable in the meantime. If you do need the information right away, explain why. When clients know that you’ll be using it to help them move their case along, they’ll be more likely to give it freely.

Match Their Tone and Pace

Some clients will have a more relaxed tone and pace, while others will talk swiftly, seemingly without so much as a breath. While these can be regional differences (West Coasters tend to speak with a more easygoing style than New Yorkers, for example), sometimes clients’ tone and pacing reflects their emotional state. If your client is in a hurry, he or she might speak in short, concise sentences and would appreciate a quick reply. However, if clients sound timid, taking a little more time with them will show that you’re focused on them and there to help.

Ultimately, winning over skeptical clients may come down to how you make them feel. As Maya Angelou once said, “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Photo courtesy of Flickr user Randy Robertson

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Holiday Hold Music Is Here!

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Happy holidays

Add a little holiday cheer to your hold music! While our bright virtual receptionists are trying your line, your callers can hear a medley of Christmas classics with our free Holiday hold music:

Holiday hold music at Ruby

We also have six other year-round favorites, or for a small hosting fee, you’re welcome to use your own custom music or messaging.

All Ruby accounts include Classical to start; click here to listen to all seven complimentary options, and let us know if another tune better suits your business!

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Whether you’ve been planning a big presentatation for a new client for months, or the regional manager just requested a powwow,  you can be ready for a smooth-running (and wow-inducing) meeting by stocking your conference room with these essentials:

Basic basics. Keep plenty of pens and notepads in plain sight, so meeting attendees can easily snag them as needed. An easel or white board can be a great meeting prop, too — if you use either, be sure to keep plenty of markers on hand, so your team doesn’t run out of ink during a brilliant brainstorm. When you’re expecting a guest presenter, touch base before the meeting to see if there are any additional tools you can provide.

Notepads and Wi-Fi sign

Tech basics. If there’s a projector in your conference room, keep PC and Mac-friendly adapters on hand, so you’re ready to accommodate any guest’s needs (and make an excellent impression!). Displaying your public wireless connection name and password is a thoughtful courtesy for guests as well. Try printing your wi-fi info and placing it in a small frame like we do — it’s easy to access, and looks great!

Comfort basics. No meeting would be complete without a fresh cup of coffee! Keep a carafe in the conference room, along with cups, glasses, and a pitcher of water. Having a few light snacks on hand for impromptu meetings is also a great idea. Dried fruit, mixed nuts, a container of pretzels, or other shelf-stable treats are an easy way to go — tuck them in a cupboard, and bring them out as needed. If you have a big meeting planned, try upping your game with some fresh pastries, fruit, or other more substantial treats.

Having a well-stocked conference room means you’ll never have to worry about last-minute scrambling. Even unplanned meetings will surely impress!

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Sales Support
Legal_Final

The Secret to Successful Law Firms

The inside scoop on Clio’s latest legal trends report.

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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 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.