The story of Rubyland.

Reading time:
Ruby Receptionists Company Culture

Winter can be a tough time of year for employee morale. The days are shorter, mornings are darker, and the weather outside is anything but cheery. It is the perfect time to kick your employee engagement efforts into high gear and excite your team for the new year. At Ruby, this means launching into our year-end incentive campaign, Rubyland.

For several years, “Rubies for Rubys” was our end-of-year tradition. Rubys were given plastic rubies for completing tasks focused on building skills, client relationships, and relationships with fellow Rubys. At the end of the campaign, Rubys could shop for fun prizes using the jewels they earned as currency. When we added a second office in 2013, however, it became too difficult to handle so many plastic gems. With “Rubies for Rubys” due for a revamp, we set out to create an all-new campaign that would be easily managed across locations, as well as incorporate and highlight each of our Core Values—Foster Happiness, Innovate, Create Community, Practice WOWism and Grow. The result— Rubyland!

Based loosely on the popular children’s game, Rubyland challenges team members to complete 100 tasks derived from our Core Values. Each employee gets a task booklet and a game board.

The booklet contains 20 tasks per Core Value. Examples include:

  • Create Community by starting a 1 minute dance party in a communal space
  • Innovate by sharing a tip you use to make your day easier with a coworker
  • Grow by going on a tour of a local business that intrigues you and sharing your experience
  • Practice WOWism by sending a notecard to a client complimenting them on something you admire about them
  • Foster Happiness by leaving a funny or kind note in an unexpected place

Every space on the board represents a task, each color representing a different Core Value. Before a Ruby can mark off two spaces of the same color, they must first complete four tasks belonging to the other Core Values and mark off each space in between. For each task completed and space marked off in order, Rubys earn one ticket to be redeemed for prizes. Those who complete all 100 tasks achieve “Ruby Rockstar” status and have their name etched onto a special plaque.

Rubyland encourages Rubys to be the best they can be, both personally and professionally, along with building team camaraderie. It gives team members something to look forward to, as well as reconnects them with our Core Values right before our busiest time of year.

Additional reads you may find interesting...

View All
Digital timer counter on tablet
Small Business Tips

How website speed impacts your leads and conversions

Customer Feature

Ruby customer feature: New ways of legal work with Ashton Taylor

A smiling young woman looks at her computer with one hand on the keyboard and the other holding a paper cup
Small Business Tips

Chat creates human connection and improves efficiency. What’s not to love?

Hands use a VoIP device
Small Business Tips

Making the connection: VoIP, your customers, and you.

Small Business Tips

Inclusive marketing—with Michelle Ngome (pt. 1)

A young woman sitting at a desk looks annoyed at her phone, with one hand thrown up in frustration. Daylight streams in through an adjacent window.

Stop robocalls for good.

A close-up of peanut butter cups (candy), some stacked, some with bites taken out, on a dark gray background
Small Business Tips

Mashups & peanut butter cups: how to bridge the paid/organic data divide to spend smarter search ad dollars

Small Business Tips

Which chat service is right for your business?

Small Business Tips

High-end clients, projects, and service—with Melissa Barker

Arizona landscape
About Ruby

Arizona, here we come!

Reflections on fallout

Square title card with circular-cropped head shot: The art and challenge of business services, Justin Dunham, ércule
Small Business Tips

The art and challenge of business services—with Justin Dunham of ércule

Customer Feature

Ruby customer feature: Rapid resourcefulness with Ashton Taylor

Small Business Tips

Forced changes and success with Loren Feldman

Small Business Tips

Get more clients like that one. You know the one.

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up

Donella

At Ruby, our virtual receptionists strive to make meaningful connections over the phone every day, but it’s not often we get the opportunity to meet our clients face-to-face. Naturally, we jump at the chance to visit clients in-person—which brings us to our special WOW story of the month.

When receptionist Donella M. received a call for Funnelbox, a video production company located just 30 minutes from Ruby’s Portland office, she took the opportunity to make a connection. While chatting, Donella mentioned how she frequently walks her dogs past the Funnelbox office. Upon hearing this, Funnelbox informed Donella they were currently setting up for their company’s 16th birthday party and extended an invitation for Donella to stop by. Taking the rare opportunity to WOW a client in person, Donella put together a Funnelbox gift pack full of swag and notes from Rubys to bring to the celebration.

When she arrived, Donella was given a tour of their office and saw firsthand how much Funnelbox values their employees and places their own core values at the forefront of everything they do—just like Ruby! For example, Funnelbox creates community and fosters happiness in their office with unique events like Bacon Fridays!

The Funnelbox employees were surprised and touched Donella took the time to stop by. At the end of the evening, Funnelbox CEO Rob awarded Donella the KAP award, which stands for “Kickass Performer”. The Funnelbox staff even wrote in to Ruby to express their gratitude:

Hello Ruby,

I wanted to quickly thank Ruby for the amazing service we receive.

I also want to thank Receptionist Donella  for joining in our celebration here at Funnelbox last night. I received a call late in the day yesterday, Donella was the receptionist handling the call. We chatted quickly and I invited her to stop by our Sweet 16 birthday celebration. Not only did she come, but she came bearing gifts. Our team had a great time meeting a member of the Ruby team and we truly thank you all!

Robb Crocker, our Founder/CEO, awarded Donella our KAP (Kickass Performer) award for going above and beyond and for being a ROCKSTAR. Thank you Donella and thank you Ruby.

This connection truly is what we’re all about here at Ruby; after all, what better way to preserve and perpetuate real, meaningful connections in an increasingly technology-focused, virtual world than by personally sharing in a client’s celebration and joy?  I think Donella says it best, “This is why I love being part of Ruby—to spread all the love and sunshine around!

Additional reads you may find interesting...

View All
Digital timer counter on tablet
Small Business Tips

How website speed impacts your leads and conversions

Customer Feature

Ruby customer feature: New ways of legal work with Ashton Taylor

A smiling young woman looks at her computer with one hand on the keyboard and the other holding a paper cup
Small Business Tips

Chat creates human connection and improves efficiency. What’s not to love?

Hands use a VoIP device
Small Business Tips

Making the connection: VoIP, your customers, and you.

Small Business Tips

Inclusive marketing—with Michelle Ngome (pt. 1)

A young woman sitting at a desk looks annoyed at her phone, with one hand thrown up in frustration. Daylight streams in through an adjacent window.

Stop robocalls for good.

A close-up of peanut butter cups (candy), some stacked, some with bites taken out, on a dark gray background
Small Business Tips

Mashups & peanut butter cups: how to bridge the paid/organic data divide to spend smarter search ad dollars

Small Business Tips

Which chat service is right for your business?

Small Business Tips

High-end clients, projects, and service—with Melissa Barker

Arizona landscape
About Ruby

Arizona, here we come!

Reflections on fallout

Square title card with circular-cropped head shot: The art and challenge of business services, Justin Dunham, ércule
Small Business Tips

The art and challenge of business services—with Justin Dunham of ércule

Customer Feature

Ruby customer feature: Rapid resourcefulness with Ashton Taylor

Small Business Tips

Forced changes and success with Loren Feldman

Small Business Tips

Get more clients like that one. You know the one.

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up

At Ruby, we believe in delivering world-class customer service. When we interact with our callers and clients over the phone we’re determined not only to help, but to create a positive experience for who we’re helping. How do we accomplish this? Largely by tone and phrasing! Here are a few tips for taking your conversational skill to the next level.

Phone tip: tone and phrasing

Match Tone

As you can see from the image, responding in a different tone can be awfully confusing! Tone of voice is one of the most pivotal parts of conversation—it immediately tells a caller how sincere and empathetic we are. While a friendly and warm tone is almost always the best choice, there are times where adjusting tone to match your caller is better. If a caller is excited and happy, matching their gleeful tone is perfect. If they’re complaining or having a tough day, a more serious approach will help them feel understood and validated. If someone speaks at a slower pace, slowing your pace will help them feel more at ease.

How to improve your phone coversations

Offer Help

When offering a caller assistance, it’s important to only offer help you can actually deliver. Your offer should be sincere with no strings attached! You’ll want to express not only that you can help, but you’re delighted to be of service. Here are some examples of more polished offers of assistance than the one illustrated above:

  • “I guess I could…” vs. “One option would be…”
  • “If you want me to…” vs. “If it’s helpful to…”
  • “I can…” vs. “I’d be happy to…”
Setting expectations: phone call makeover

Set Clear Expectations

When chatting with a client, you may come across a request you have to say no to. When doing so, it’s important to set clear expectations about what you can do for them and what you can’t—and be polite while doing so. While this sounds intimidating, it doesn’t have to be! Using more polished phrasing can quell a caller’s frustration and show you really are on their side.

Think about the way you begin saying no. Are you inadvertently criticizing the caller’s request? Swapping a phrase like, “It’s not a good idea to…” for a phrase like, “In my experience…” is far less judgmental. Saying a phrase like, “I wish I could, but…” isn’t very helpful either. It may seem like a way to show empathy for your client, however, it only reinforces the image of your being powerless to help—and that’s not the case! It simply may be your way of helping is bit different than your client originally envisioned.

Improving phone skills: apologizing

Apologizing

The most important aspect of any apology is its sincerity. A disingenuous apology is worse than none at all, so skip saying “I’m sorry” if you don’t mean it. Alternatively, you may find you really are sorry for an error you’ve made, and let your client know multiple times. Over-apologizing can undermine your client’s confidence in you as they begin to doubt how competent you are. Saying a phrase like, “I’m sorry, but…” can also weaken an apology. The word “but” negates everything in front of it! Try swapping to, “I’m sorry and…” if you have more to say. The key is to keep it simple, acknowledge your client’s feelings, and say sorry once—and mean it.

Improving phone skills: expressing gratitude

Expressing Gratitude

If you’re receiving a compliment from your client, avoid shirking it off. False modesty does the opposite of what we intend—it can be dismissive and stand in the way of opportunities you truly deserve. Using phrases like, “It wasn’t a big deal,” and “Stop! It was nothing!” invalidate the very statement someone has made to you. Responding with an insincere compliment right back can also backfire, as you run the risk of your client feeling as though they’re being lied to. Simply saying, “thank you” is the way to go—accept the compliment and get back to building connections!

The path to positive customer communication doesn’t require a complete language overhaul—just a little makeover! Swapping out a the phrases we’ve highlighted above will ensure your customer’s feel heard, understood and appreciated.

Additional reads you may find interesting...

View All
Digital timer counter on tablet
Small Business Tips

How website speed impacts your leads and conversions

Customer Feature

Ruby customer feature: New ways of legal work with Ashton Taylor

A smiling young woman looks at her computer with one hand on the keyboard and the other holding a paper cup
Small Business Tips

Chat creates human connection and improves efficiency. What’s not to love?

Hands use a VoIP device
Small Business Tips

Making the connection: VoIP, your customers, and you.

Small Business Tips

Inclusive marketing—with Michelle Ngome (pt. 1)

A young woman sitting at a desk looks annoyed at her phone, with one hand thrown up in frustration. Daylight streams in through an adjacent window.

Stop robocalls for good.

A close-up of peanut butter cups (candy), some stacked, some with bites taken out, on a dark gray background
Small Business Tips

Mashups & peanut butter cups: how to bridge the paid/organic data divide to spend smarter search ad dollars

Small Business Tips

Which chat service is right for your business?

Small Business Tips

High-end clients, projects, and service—with Melissa Barker

Arizona landscape
About Ruby

Arizona, here we come!

Reflections on fallout

Square title card with circular-cropped head shot: The art and challenge of business services, Justin Dunham, ércule
Small Business Tips

The art and challenge of business services—with Justin Dunham of ércule

Customer Feature

Ruby customer feature: Rapid resourcefulness with Ashton Taylor

Small Business Tips

Forced changes and success with Loren Feldman

Small Business Tips

Get more clients like that one. You know the one.

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Holiday cards

“Have you heard from Ruby?”

“Ruby will take care of that.”

These are common phrases around Wall Street Greetings this time of year, as Ruby is a friend and teammate as we barrel through our busy holiday season.

Our office has a relationship with Ruby, and we’re confident she extends that relationship to our customers.

During the holiday season, more than ever, reaching out to customers and clients to build relationships is important. So right now, you’re probably wondering how to appropriately express your appreciation to your clients.

Like Ruby, Wall Street Greetings specializes in helping companies build and maintain effective relationships with their customers. We know how effective a simple message delivered at the right time can serve in strengthening relationships and making your business stronger.

Here are some of our tips for using cards to build more effective relationships with your clients and your employees.

Order now for the holidays. Don’t wait until the last minute. Order your cards early to ensure a great selection and to leave plenty of time to get your cards ready to mail early in the holiday season. Ideally, your cards should be in the mail no later than mid-December to ensure delivery before the holidays.

Amazon card

Choose a card that reflects your company’s image. Imprint your company’s logo inside the card and on the envelope. Adding a pre-printed personal message is also a great touch, but don’t underestimate the power of a brief hand-written note. Knowing that you took the time to add a personal note will impress your clients—especially during the busy holidays.

Financial Planning Firm

Be personable, not pushy. Don’t turn your holiday cards into a marketing opportunity. Keep your message simple, sincere and focused on your customer.

Remember your team. Every year, we see more smart companies using cards as part of their employee engagement plan. Remember your employees at the holidays, their birthday, or their company anniversary—or just drop them a note for a job well done.

Think beyond the holidays. Clients also appreciate being remembered on their birthday and other personal milestones. Keep a supply of high-quality birthday cards, thank you cards and notecards in your office. That makes it easy to reach out. Encourage other members of your team to do the same.

Using greeting cards is a simple, cost-effective way to build a customer-focused company culture. Try it! We know you’ll see the payoff in happy customers, engaged employees and higher profit margins!

Mary Ellen

Mary Ellen Harden has an expansive collection of recognized greeting card art. In 2009, she attended the industry acclaimed Louie Awards in New York City as one of three finalists in the holiday greeting card category. Harden has also been recognized as a Trendy Finalist at the National Stationery Show. As president of corporate greeting card company, Wall Street Greetings, she works in branding, concept management, design and marketing, creating cards for some of the nation’s most prestigious Fortune 100 firms.

Additional reads you may find interesting...

View All
Digital timer counter on tablet
Small Business Tips

How website speed impacts your leads and conversions

Customer Feature

Ruby customer feature: New ways of legal work with Ashton Taylor

A smiling young woman looks at her computer with one hand on the keyboard and the other holding a paper cup
Small Business Tips

Chat creates human connection and improves efficiency. What’s not to love?

Hands use a VoIP device
Small Business Tips

Making the connection: VoIP, your customers, and you.

Small Business Tips

Inclusive marketing—with Michelle Ngome (pt. 1)

A young woman sitting at a desk looks annoyed at her phone, with one hand thrown up in frustration. Daylight streams in through an adjacent window.

Stop robocalls for good.

A close-up of peanut butter cups (candy), some stacked, some with bites taken out, on a dark gray background
Small Business Tips

Mashups & peanut butter cups: how to bridge the paid/organic data divide to spend smarter search ad dollars

Small Business Tips

Which chat service is right for your business?

Small Business Tips

High-end clients, projects, and service—with Melissa Barker

Arizona landscape
About Ruby

Arizona, here we come!

Reflections on fallout

Square title card with circular-cropped head shot: The art and challenge of business services, Justin Dunham, ércule
Small Business Tips

The art and challenge of business services—with Justin Dunham of ércule

Customer Feature

Ruby customer feature: Rapid resourcefulness with Ashton Taylor

Small Business Tips

Forced changes and success with Loren Feldman

Small Business Tips

Get more clients like that one. You know the one.

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support
Legal_Final

The Secret to Successful Law Firms

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

Already a Ruby customer?

Let’s get started.

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.