Creating a culture of service requires a solid foundation to ensure that every interaction is consistent and WOW worthy. Ruby client Robin recently asked:

“I know customer service is important to building long-time clients and growing my business, but I’m not sure where to start! How can I create a culture of service like Ruby?”

Great question Robin! The Ruby Service Pyramid is the foundation of our culture and our success. Having a service pyramid in place to guide the actions and decisions of your company and employees is a critical step in providing top notch service to your customers. And it’s something that we absolutely recommend you take the time to establish.

Ruby Service Pyramid

At Ruby, our Service Pyramid is our guide to WOWing everyone we interact with. We list our core service fundamentals at the bottom, and our finer service practices at the top! While every level of the Service Pyramid is important, it’s always best to start at the bottom. After all, what good is remembering to send a client a card on their birthday if we haven’t been answering their calls due to a technical issue? With that in mind, let’s start by breaking down Ruby’s own Service Pyramid!

BE PREPARED WITH THE RIGHT INFRASTRUCTURE

At the foundation of our service pyramid you find “Be Prepared With The Right Infrastructure”. At Ruby, this means our technology and employees. For your business, infrastructure might be your phone system, e-commerce site, staffing, maybe even your court or appointment schedule! Much like a building, your infrastructure is your foundation, and ensures that your Service Model is rock solid from the ground up.

DO WHAT WE SAY WE’LL DO

Consistency is key when building customer trust, and with the right infrastructure in place, the next level on our Service Pyramid focuses on our table stakes. We call this “Do What We Say We’ll Do.” It sounds easy enough, however we’ve found it takes a great deal of attention to ensure consistent delivery. To be successful at this level of the service pyramid you need performance monitoring, training programs, and feedback systems to ensure that “Do What We Say We’ll Do” is measurable! These tracking systems are part of the infrastructure your business can put in place to monitor all levels of your service pyramid. It’s all intertwined and each level can’t exist without the other!

FOSTER HAPPINESS

With the right infrastructure, and a commitment to “Doing What We Say We’ll Do” we are ready to “Foster Happiness”! When you have the right infrastructure, including the right people, you are more easily able to recognize and react when an opportunity to connect with a client presents itself. When you do this consistently, your business can really stand out.

CREATE EXPERIENCES

“Fostering Happiness” goes hand in hand with the next level of the Service Pyramid, “Create Experiences”! Have you ever had a perky barista brighten your day? Or maybe a call center representative who went out of their way to make your day because they noticed the subtle frustration in your tone? Everything from the look of your office, to your follow-up email after an appointment with a client or even the moment you offer a client free shipping because they are purchasing so many things play directly into an absolutely uplifting experience for your client.

GIVE THEM WHAT THEY DON’T EVEN KNOW THEY WANT

At Ruby we often strive to “Practice WOWism”. That kind act, or gesture that literally causes someone to say “WOW”. Each experience is an opportunity to WOW, and thus the next level of our Service Pyramid is “Give Them What They Don’t Even Know They Want”. If a caller wants to buy something from you, but can’t until Friday, that’s your chance to proactively offer to hold the item for them till Friday! Have a client that gets nervous before a court appointment? Maybe offer to meet with them for 30 minutes prior to court so you can put them at ease! Whatever the situation is, there is always an opportunity to go above and beyond. And it’s often this opportunity that sets your business apart.

MAKE MEANINGFUL CONNECTIONS

Finally, at the top of our Service Pyramid, you will find “Make Meaningful connections”. At Ruby, everyone is a part of the team, our clients included! Getting to know your clients is one of the most rewarding parts of working for any business, it’s also a critical key to success! Your business can make connections on every level, whether you are discussing weekend plans, talking about your favorite music, or even the weather!

BRINGING IT ALL TOGETHER

From “Be Prepared With The Right Infrastructure” at the base of our service pyramid to “Make Meaningful Connections” at the top, we have an established guideline for your success and the success of your clients. While every businesses Service Pyramid will look slightly different, the concept applies across the board. At the bottom, you have the fundamentals of your service, and at the top you have those finer practices that help your team stand out.

Well, that wraps it up for this episode of Paging Dr. Ruby. Huge thanks to Robin for her fantastic question! For more information on how you can create a Service Pyramid for your business check out our blog series “The Ruby Service Pyramid”! And of course, if you’re looking for communication advice, or tips about the Ruby Service 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!

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With the number of Spanish-speakers in the U.S. expected to reach more than 100 million over the next 20 years, Ruby’s addition of bilingual service anticipates a higher demand by small business owners to service this market. Ruby’s long track-record of hiring customer experience experts who deliver charming and professional service ensures Spanish-speaking callers feel cared for and confident in a business from the very first interaction. All of Ruby’s plans include bilingual service for no additional cost, with a number of customizable options small business owners can choose from to create the best experience for their Spanish-speaking callers.

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If you’re a small business owner in the United States, you probably understand the value of communicating with your potential and current clients in English. But did you know the U.S. is home to the second-largest Spanish-speaking population in the world? With more than 52 million Spanish-speaking residents, we outnumber Spain—only Mexico exceeds us. In fact, our Spanish-speaking population is expected to grow substantially, with the U.S. Census estimating 138 million Spanish speakers by 2050—the highest in the world. For small businesses striving to grow, communicating in English and Spanish can be a big opportunity to gain customers. 

While the majority of Spanish speakers in the U.S. are fluent in English, one third of our Spanish-speaking population is not. In 2013, 12.5 million Spanish-speakers rated their ability to speak English as less than “very well,” and 3.2 million reported they don’t speak English at all. For those who speak English less than “very well,” the flexibility to converse with a business in Spanish brings peace of mind. If you’ve ever traveled to an area where your primary language is spoken infrequently, you know what a relief it can be to find a friendly person who does speak your language.  

With more than 50 million Spanish-speakers in the U.S and countingincluding more than 15 million who aren’t confident in their Englishit stands to reason businesses serving Spanish and English-speaking customers have a competitive advantage, particularly in states with high concentrations of Spanish-speaking residents. But there’s more to securing Spanish-speaking customers than simply speaking and advertising in Spanish. Lasting customers are built on human connection. If you advertise in Spanish, but aren’t able to get to the phone when a Spanish-speaking prospect calls, they’ll likely do what most customers would do: move on to another business. 

If you’re interested in winning business from Spanish and English speakers alike, Ruby® Receptionists has exciting news. We’re thrilled to announce we’re now offering our legendary service in Spanish and English to all customers, at no extra cost! Reaching a live person on the phone not only creates that critical connection, it boosts a client’s confidence in your business. Our bilingual receptionists show Spanish-speaking callers you care about their needs from the very first interaction, building trust that is enhanced with every subsequent call we answer. We’re dedicated to creating meaningful personal connections with every caller, making them feel special while making you look good.

Ruby can help you deliver consistently excellent experiences for your Spanish and English-speaking callers. Whether Spanish-speaking callers are commonplace or occasional for your business, we’re ready to deliver a WOW-worthy experience to your callers.

Start making stellar first impressions in English and Spanish today!

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Ruby Turns 13!

Reading time:

Ruby's 13th BirthdayBecoming a teenager is a major milestone on the path to growing, one that comes with lots of exciting changes—and for Ruby® Receptionists, it’s not much different! Just like real teenagers, we’re growing at a fast pace: opening a third location, hiring more than 100 additional employees, and achieving our ninth year in the top 100 Fastest Growing Companies in Oregon.

Teenagers also begin taking on bigger projects and being trusted with more responsibility. With 13 years under our belt, Ruby has built a great deal of trust among small businesses for our ability to create connections and consistently deliver exceptional experiences. Our team takes this responsibility very seriously, and over the past year we’ve taken on big improvement projects like redesigning our mobile apps and Member Services site, as well as exploring integrations with services that can make our customers’ businesses more efficient.

And, just like real teenagers, it’s a time of new experiences and lots of fun! Our unique culture continues to be the cornerstone of our company, and we’re enjoying all the new faces and new programs, like our Swellness Campaign, photo booths, doodle wall and more!

Thanks to all our Rubys, customers, friends, and fans that make every birthday a special one—and cheers to many more!

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*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.