Ruby has a reputation for employing friendly receptionists who are experts in delighting callers. Our clients enjoy how our upbeat attitude puts callers in a positive mood and often ask how they can improve their own communication to match. For example, here’s one such question we recently received from Ruby client, Frederick:

“Ruby has some of the friendliest people I’ve had the pleasure of speaking with. Your positive phrasing always leaves a smile on my face. Do you have any “go-to” phrases you recommend I use when talking to clients?”

Thanks Frederick for your question! We’re so excited to hear that we’ve had a positive impact on your daily routine! Suppose we keep the good times rolling with a few tips for our Dr. Ruby viewers.

As exchanges are often brief, it’s important to make every word count. To create a positive experience, use positive words. Say “please” and “thank you” at every opportunity and never leave a ‘thank you’ from a caller hanging.

To up the WOW factor with your clients even further, dress up your “Yes!” Rather than a drab “okay” or “all right,” add some oomph with:

  • Absolutely!
  • Certainly!
  • Gladly!
  • ‘I’ll be happy to!

Also, consider sprinkling in words like “Great,” “Fantastic,” “Perfect,” and “Wonderful!

Run into a tricky situation where you don’t have the information to answer the question at hand? You can still handle these interactions in a positive way. Avoid saying “I can’t” or “I don’t know.” Instead, focus on what you can do, like this:

“Great question! I’ll gladly look into that matter this afternoon and touch base with you by the end of the day.”

Or…

“Thanks, Mark! Let me find the best person to assist you”

Positive phrasing can really help build those critical connections with callers, but only if it’s genuine. The foundation of positive phrasing is speaking with a smile, even if you’re feeling a bit rushed or frantic. Smiling on the phone keeps the call positive, and those positive connections have a tremendous impact on your mood.

Looks like Dr. Ruby is all done here! Prognosis—absolutely marvelous; terrifically exceptional! Huge thanks to Frederick for his wonderful question.

If you’re looking for communication advice, we’re here to help. Dr. Ruby is always on the case! Send us your questions on Twitter @callruby, Facebook or put them in the comments below!

If you found this video helpful, could you hit the Share/Save button below so others can benefit from it too? Thanks for sharing!

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Ruby & Clio—together at last!

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At Ruby®, we know communicating with clients is a critical part of an attorney’s job, but also one that can take up a great deal of time and energy. Keeping track of that communication can prove even more difficult.

Ruby and Clio® want to alleviate this burden and streamline attorney and client communication with our new integration. Now Clio users can automatically have Ruby messages and voicemail notifications sent to their Clio account, making it easy to associate these notifications with specific matters and contacts.

For example, if a caller’s contact information matches the contact information of an existing contact within Clio, the Ruby message will automatically be assigned to that existing contact. Clio users can then go in and edit the message, add notes and contacts, or connect the message to a matter by typing in the matter number. Additionally, Clio users can add time to a message for billing purposes.

With Ruby and Clio together, at last, attorneys will be able to:

  • Delight Callers: Callers are greeted by a cheerful, knowledgeable receptionist trained to deliver exceptional experiences.
  • Grow Your Practice: Missed calls are missed opportunities. Ruby answers calls live—24/7/365!
  • Break Free From Your Desk: With Clio’s cloud-based management software and Ruby’s ability to transfer calls to wherever you are, there’s no need to be tied to an office.

Enjoy peace of mind knowing your calls are handled by a highly skilled and friendly receptionist while saving you time with all your client’s details in one place!

For Clio clients interested in learning more about the Ruby/Clio integration, or how Ruby can help your practice, call us at 844-311-7829.

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Ruby Receptionists was named a top five Best Small Workplace in the United States by FORTUNE magazine and Great Place to Work Institute for the fourth year in a row. The award committee emphasized the success of Ruby Receptionists’ extensive training programs, $15 minimum starting hourly wage, positive culture and long-term employee retention when selecting Ruby for this honor.

See the Press Release

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Creating a personal connection with customers is vital to any business’ success, and so much of that connection hinges on the use of warm tone and positive phrasing. A negatively-toned phrase directed at a frustrated customer can quickly escalate a situation, and leave your caller feeling unhappy.

Here are 5 phrases to avoid when interacting with customers—and the friendly replacements we opt for instead!

I don’t know. Nobody wants to hear the answer to their question is flat-out not available, so let’s put a happier spin on this one. Next time you’re tempted to use this frustration inducing phrase, try switching it out with, “What a great question. I’d be happy to find out for you.” Your callers will be delighted!

No problem. This one seems pretty innocuous at first, but the problem (pun intended) with this phrase is in its negativity. With so many alternatives available, why not try something more positive? A good old-fashioned “You’re welcome” or “My pleasure” can go a long way—and of course, our virtual receptionists love using “Gladly!”

You’ll need to… Stop right there! This phrase comes across as demanding and cold. Instead of telling your callers what they need to do, guide them in a more friendly way by saying, “The best way to do that is…”

Hold please. The problem with this phrase may not seem apparent at first—it is, after all, a huge step up from “one minute,” or “just a sec.” But instead of commanding your customer to give you a moment, ask the caller if you may have a moment instead—“May I place you on hold for a moment?” Most importantly, remember to listen for their response before acting—if they say no, find a solution that doesn’t involve pressing the hold button.

I’m just the _______. This one is of particular importance to our team here at Ruby—we don’t think of our virtual receptionists as “just” receptionists. They’re the best receptionists you can find! Instead of diminishing your role with this negative phrase, next time lead with what you can do. For example, a Ruby would say, “As the receptionist, I would be happy to take a message and have him return your call.” Whateveryour role, focus on how you can help the customer and not what you can’t do. The customer will appreciate your willingness to do what you can, leading to a more positive interaction overall.

A slight change to your tone and phrasing can make a big difference when it comes to making personal connections with your callers, as well as avoid scaring them away!

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Birthdays and holidays are wonderful reasons to send a handwritten notecard to a client. But, if you’re aiming to create connections, don’t wait for these annual events to roll around—any time is a great time to send a notecard! 

Here is a list of ten notecard-worthy occasions: 

1. Sports team connection. Whether you’re fans of the same team or rooting for rivals, a shared love of sports opens the door to all sorts of great notecard opportunities.

2. Local news. Even noteworthy events in your client’s town are a great reason to reach out:

Looks like the weather in Pittsburgh is wild lately. How are you and your team holding up in the snow? We’re sending you warm wishes!

3. Encouragement or follow-up. Friendly chitchat is the gateway to genuine connection. Maybe your client mentioned she’s preparing for a big presentation during a recent conversation, or revealed her anxiousness about running a marathon. A notecard is a great conversational follow-up, and the perfect way to show you care:

The last time we chatted, you mentioned you were preparing for a big presentation. How did it go? I am sure you knocked ’em dead!

I’m so impressed that you’re challenging yourself to run your first marathon. You’re going to feel so great when you finish! Best of luck—we’re all rooting for you!

4. “You might like this.” Perhaps you came across a book, movie, or article you think your client might dig? Send a notecard with the details!

5. “I thought of you the other day.” When something reminds you of a client, take it as a gentle nudge from the universe to reach out:

I saw a cute old Volkswagen Beetle the other day and thought of you. Are you still fixing up the one you bought? I hope you’ve had a chance to take it for a spin!

6. Get well soon. This gold standard never loses its charm! When you learn a client is under the weather, send your well wishes.

7. New address. When a client moves to a new office space, be sure to send a congratulatory card.

8. Shared hobbies. A goldmine for notecard inspiration.

Our local convention center is hosting a knitting expo next month. Sounds like the perfect opportunity for you to visit Portland—our team would love to meet you in person!

9. After a great conversation. Something as simple as a pleasant exchange with a client can make your day, and theirs! Take a moment to pen a note. No complicated message requireda simple expression of gratitude is sure to wow:

Thanks so much for calling today. I had a wonderful time chatting with you! Please don’t hesitate to contact me if you need anything.

10. A Just-Because notecard.  Maybe you don’t have a specific reason to send a notecard? Don’t sweat it—just grab a pen and card, and jot down something from the heart. Sometimes the greatest connections are sparked with the simplest of gestures!

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Fess Up to Your Mess Up

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Have you ever called a service provider with a complaint? Most of us have, and most of us can recall an unpleasant experience or two. Whether the customer service folks on the other end seemed disingenuous, or the company did not do something they said they would, we can all relate to the frustration of feeling dissatisfied. As business owners, this is the exact feeling we aim to avoid. How can we abolish the stereotype of cold and unfriendly business? By practicing the art of the “Fess Up.”

Step 1: Acknowledge

The first step in rectifying an error is to acknowledge it, and that your customer is right in bringing it up to you. Acknowledging the error helps demonstrate the care and concern you have for your clients, and goes a long way in keeping their trust. It shows you and your company are taking responsibility. Saying something like, “Gosh, you are absolutely right! It looks like we did make a mistake here,” is validating to clients and helps them feel heard. Of course, if you’d like to apologize as well, this is the perfect time to do so! Just be sure you are genuine when you do say sorry. An insincere apology can be worse than none at all.

Step 2: Correct

It’s best to be clear about what you are going to do to fix the error—clients appreciate being kept in the loop. It’s also helpful to explain your next steps so the customer is confident the situation will be resolved. Be sure to set clear and realistic expectations about what you can and cannot do. Creating a partnership with a client is exactly what you’re aiming for here, and that is best done on a foundation of honesty.

Step 3: Follow-Up

The follow-up call is an excellent way to go above and beyond in showing your dedication to client happiness. Set a reminder to give your customer a ring after your intreaction to see how things are going. While you’re at it, use this follow-up as an opportunity to offer additional assistance, even if it’s unrelated to the original complaint. Clients are often surprised and delighted you’ve remembered their woes, and are grateful to have the opportunity to provide more feedback.

Armed with this problem solving method, you’ll surely build loyalty and recognition among your client base. Your clients are human beings, and like most humans, they yearn to feel heard and supported. After all, improving customer experience is a win-win!

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As we enter the age of the customer, companies of all sizes and industries are working fervidly to create processes that improve service. Yet, great customer experiences are not something you can program or proceduralize—they come from compassionate employees who feel empowered to go above-and-beyond for their customers. Here are five of our favorite service stories (in no particular order) from the past year that illustrate the importance of trusting your employees and giving them the power to do what’s best for the customer. Have your tissues ready!

A Stuffed Tiger’s Grand Adventure

The world can be a scary place as a child, especially without the comfort of your favorite stuffed animal. Fortunately for 6-year-old Owen, the employees at Tampa Bay International Airport understand the value of a furry friend. When Owen left behind his stuffed tiger (Hobbes), the employees not only held the tiger for Owen, but sent Hobbes on a special journey. The employees took pictures of Hobbes at various locations at the airport and then made a book for Owen chronicling the tiger’s adventures. In tears, Owen’s mother thanked the employees for the tremendous gesture.

“We already told him over and over that Hobbes was on an adventure so it was nice to get back and show him that Hobbes really had been on an adventure.”

Delivering More Than a Happy Meal

An older gentleman in a wheelchair approached the order counter at a downtown Chicago McDonald’s during the dinner rush. It took a few moments to decipher what the man wanted, but after a few tries the employee at the counter discovered the man needed help cutting and eating his meal. Customers looked on as the employee shut down his register, washed his hands, and proceed to cut the man’s meal and help him eat. The act moved a fellow diner, whose own uncle is paraplegic, to post a picture of the moment to her Facebook (which quickly went viral).

Birds of a Feather

Ruby receptionist Amber R. was going about her day when she answered a call from a gentleman at a feed store who was calling to inform a Ruby client his chickens (yes, chickens) were ready to be picked up. Amber took down the information to pass along to the client, but also saw an opportunity to make a unique connection. She decided to send the client some chicken treats, along with a feeder and water base, for the new additions to his pet family. The client was surprised and delighted when he received this unexpected care package from Amber and Ruby, stating the following in his thank you letter to Ruby:

“I spend the majority of my time alone at my desk in the original old jail in Ashland, Virginia that now serves as my office. When I opened your thoughtful gift, it made me feel that y’all are more than just providers of a service—you are part of my team. That feeling that I’m not doing this alone truly does help me do the work I need to do for the people who have come to me for help.”

Interview Tips

When a Target shopper caught a candid photograph of employees assisting a young man, the employees weren’t aware the story of their exceptional service would go viral. The teen, who was preparing for an interview at the local Chick Fil-A, had asked an employee to help him find a clip-on (which the store did not carry). These compassionate employees not only helped the young man correctly tie a real tie he purchased, but also sought to boost his confidence. The employees provided interview tips, encouraging the teen to look the interviewer in the eye, give a firm handshake, and helped him adjust his clothing to look his best. The Target staffers even stopped by the Chick fil-A to recommend the teen to the manager.

Fight the Good Fight

Heather Hogeboon wears pink, a lot. Diagnosed with the breast cancer more than nine years ago, the spunky Zumba dancer wears pink to maintain a positive attitude and doesn’t let her disease get her down. In fact, while out on the town one night, Heather and her friends made an impromptu stop to a local Spencer’s Gift store to have a bit of fun perusing gag gifts. While goofing around, the store manager came over and said an employee had asked to buy Heather a pink bandana. Heather said he could and went over to meet the young employee, Austin. She thanked him for the gift and then she and her friends left the store. It wasn’t until she got home a note dropped from the folded bandana:

“Keep fighting the good fight. You’re an inspiration.”
– Austin 🙂

None of these wonderful stories were the result of a grand gesture or marketing campaign. They all were the result of employees being able to act on their humanity when the opportunity presented itself. When employees feel empowered to help others, those stories leave an impression on not only the customer directly involved, but on the thousands of potential customers with whom they share their story.

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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 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.