2017 is your year—not just for health and productivity, but also for happiness and growth! We’ve got a few resolution ideas to ensure you keep a positive perspective as challenges arise throughout the year.

1. Stay curious.

When faced with a difficult situation and a frustrated customer, it will serve you best to stay curious about the situation rather than defensive. Ask questions to get to the bottom of what really happened and focus on resolving the issue so that you can create a stellar service experience for the customer you’re helping.

2. Remember your customer is human too.

As we all know, human beings are fallible and emotional. When assisting a customer over the phone, it can be easy to forget that they are human just like you. They face daily stresses, possess great qualities along with their faults, and are doing their best to express themselves in a frustrating moment.

3. Put yourself in your customer’s shoes.

Empathy is key in keeping your own frustration with a customer at bay. Imagine what your customer’s life may be like and what they haven’t told you. Could they be in the midst of a disagreement with someone they love? Could they be having trouble at work? There are many factors impacting a customer’s mood and perhaps their complaint was the last straw on a rough day. Certainly, you’ve had rough days before, and know that it can be difficult to fire on all cylinders during times like that!

4. Walk away if you can.

If the situation you’re handling can wait a bit, take some space from it and recharge. Did you let a frustrated customer know you would follow up when you have more information about something? Great! Take a 10-minute walk to cool off, re-group, and then jump back in with a refreshed mind.

5. Keep it professional.

If a customer has negative feelings or says something awful in the heat of the moment, it’s tempting to become defensive and protective of yourself. Remembering that the customer is simply upset and that you aren’t the true object of their frustration can help you separate yourself from the situation in a healthy way. You’ll be able to maintain a clear head and likely solve their issue much sooner!

6. Believe what you do matters.

As someone aiming to provide a magical customer service experience, your actions can deeply impact others. If faced with a frustrated customer, focus on turning their day around. If you succeed, you’ve made someone’s day better, and in turn, they may pay that positivity forward to someone else they encounter later on.

Zig Ziglar once said, “Your attitude, not your aptitude, will determine your altitude.” Customer service is a marathon, not a sprint, and you never know what you’ll discover on the journey. Resolving to stay curious and make the best of it will help you and your customers avoid frustration in 2017!

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What is a service champion

This week is International Customer Service Week, and as such, we’re sharing interviews with unique perspectives on what it means to be a champion of customer service. At Ruby, Problem Solvers & Happiness Makers live up to their job titles by assisting customers with account updates and head-scratching technology questions. They deliver legendary customer service by operating at the top of the Ruby Service Pyramid. Every interaction with a customer is an opportunity to deeply connect with them by going above and beyond, fulfilling their unexpressed needs, and creating stellar service experiences. Together, Ruby’s Customer Happiness team works to define, embody, and elevate the standards of world-class service.

The Customer Happiness team has been lucky enough to have Tonya Pieske as a Problem Solver & Happiness Maker for just over a year. I’ve asked Tonya to share a little bit about herself in today’s spotlight!

What do you think makes you and others on the Customer Happiness team uniquely qualified to be a Problem Solver & Happiness Maker?
We’re a smart bunch of people! More importantly, we all have excellent communication skills, genuine empathy, and we approach challenges with curiosity and enthusiasm. We’re determined to find solutions that support the success of our customers and their businesses—and I have to say, we’re very good at it!

What is your #1 customer service tip?
Go with your gut! Sometimes real concerns come in the form of general questions, so if you suspect there’s something bigger behind it, there probably is. If you can identify and fix a problem before it’s clearly presented to you by the customer, you’ll make a huge and lasting impression.

What was your career like before Ruby?
I worked my way up the retail chain for about eight years before coming to Ruby. I was fortunate to work for some great companies and wonderful people. Several co-workers from my retail life are now employees of Ruby!

It sounds like you’ve been helping people for a long time! When did you discover that you loved to do so?
When I was around 12, I spent a couple months during the summer break with my grandmother. My grandfather had been ill for quite some time and was in an adult care facility at that point. My grandmother and I went to visit him every day. It was heart-wrenching for me to see his physical and emotional health deteriorate. Because it was so hard to be around him, I offered my help to the staff during my visits. They put me to work! Every day I would take wheelchair-bound patients for strolls through the garden, and I ended up becoming very close with a few of them. After that summer, I really embraced the desire to help others. The following year, I volunteered as a peer counselor and organized benefits at my school.

In addition to working at Ruby, you’re also a talented musician. Is there any connection between your music career and your Ruby one?
Any type of art has the potential to connect with others in an incredibly meaningful way. I don’t really think too much about how accessible the subject matter of my songs will be to someone with very different life experiences than mine. It still surprises me when people reach out to me and tell me how my music has resonated with them in a deeply personal way. That’s basically the highest level of connecting you can do! My approach to customer service and writing music is very different. However, when they’re done right, a magical thing happens – human connection.

A big thank you to Tonya for taking the time to chat!

Want to learn more about the power of a virtual receptionist service?

Download our ebook, The Ultimate Guide to Virtual Receptionists, to see what it’s all about!

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Does the thought of answering your own phone make you a little anxious? Are you energized by data, facts, and figures—but not people? Are you looking for relief so you can focus on the work you’re most passionate about? If you’ve been nodding your head while reading along, it may be time to consider outsourcing your call answering.

With all the hats you wear as a small business owner, it can be tough to transition between a tough negotiation with a vendor or reprimanding an employee, to pleasantly greeting a potential new client over the phone. Outsourcing your phone answering to a company entirely focused on delighting callers and creating a great experience means you never have to worry your bad mood will come through on a call.

Sound appealing? Here’s a few options to consider:

Forward directly to Ruby 24/7. If the sound of a ringing phone brings undue stress, forward your calls directly to Ruby and watch your anxiety disappear. Once you’ve forwarded your published number, calls will ring straight to Ruby and a group of friendly receptionists will handle them following your specific account instructions.

Customize your call-handling. During the new client onboarding process, you can decide on exactly how you’d like Ruby to handle your calls. Typically, we can either connect calls to you live, take messages or offer voicemail, or do a combination of both. If you’re looking to focus on big projects or client work, Ruby is happy to let callers know you’re away from the phone. We’ll immediately send over written and voice messages.

Are there some calls you’d like to take live and others you’d rather not? We can also connect certain types of callers to you while holding calls for others. For instance, many of our clients love when we connect potential new clients or emergencies to them live, and simply take messages for everyone else.

Read The Watercooler. Ruby’s blog is full of tips and tricks to help you deliver friendly, exceptional service when you do need to speak with clients. From phrasing to stress reducing time management tips, you’ll be armed with the knowledge to put your best foot forward—whether you’re a people person or not!

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Power phrases

Words are powerful. They can create connections or put distance between folks; they can result in appreciation or frustration. Service power phrases are a way your business can make them work for you. It might sound simple, but a little intentionality goes a long way. At Ruby®, we’ve found careful and positive phrasing leads to quality customer experiences that build meaningful relationships with our clients, and in the long-term—loyal clients (and we have the stats to prove it).

If you’re looking to beef up your customer service vocabulary on a call or in person, read on!

Five service power phrases for delivering exceptional caller experience:

1. Absolutely! Certainly! I’m glad to!

Simply saying, “okay” or “sure,” to a request is bland. Convey enthusiasm and energy by dressing up your affirmations so it’s clear you’re excited to honor your customer’s request!

Positive language creates meaningful connections as you demonstrate how deeply you care for them and their needs.

2. In our experience, typically…

On the flip side, sometimes we find it’s best to say no to a customer request. What if they are asking for something outside of the scope of the service you offer? Perhaps they’re asking to implement something you can do, however, you know from experience it isn’t the best way to go.

Above is an example of how service power phrases are a great way to reference your experience without discounting their own or making them feel silly about their request. It provides insight into the reasoning behind your “no” so that clients truly understand why something won’t work well. To really WOW your client, immediately segue into the options that do work so you can collaborate together toward a solution.

We’ve got our power phrases down!

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3. If I don’t hear from you by…. I’d be happy to follow up with you on….

Have you ever needed to follow up with one of your clients for extra information? If so, has your client ever said something like, “I’ll let you know when I have it,” with no clear timeframe? The key to making follow-ups a breeze is to be upfront about your timeline so expectations are clearly set for everyone.

This phrase provides you with a solid date to reach out, and your client knows they can rely on your doing what you say you will if they haven’t quite gotten around to giving you a ring. Everyone is busy—if you can set the stage so your clients feel comfortable relying on you to help them get things done, they’ll surely appreciate it!

4. The best person to speak with is…

Picture it—you’ve answered a call and a current customer dives into their billing questions the moment you greet them. What your customer doesn’t realize is you’re a sales representative and not the company billing specialist. Have no fear! The above phrase allows you to defer to the right person politely—saving your customer time better spent chatting with the person who can help.

5. I’m happy to help! I’m here for you!

You may find yourself offering a customer further assistance at the end of a call or email exchange. To make this offer impactful, be expressive! Warm and welcoming language like the phrases noted above demonstrates your genuine sincerity in wanting to help. You care for your customers, and they’ll be inspired to reach back out to you because they know it.

Warm, friendly customer service is key—and it’s more than just knowing the right power phrases. Discover the ROI of personal connections in our free guide!

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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.

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Fess Up to Your Mess Up

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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Have you ever called a company’s support line looking for help, only to hear the same lines you’ve heard a million times before? How did that make you feel?

Great customers experiences are driven by personal connections and the willingness to go above and beyond. This can rarely be achieved with dictated responses. At Ruby, we’ve found eliminating scripts empowers our receptionists to focus on creating a great experience. Rather than provide our receptionists with verbatim wording, we arm them with tone and phrasing to help during even the toughest of calls.

When you throw out the script, here’s what you can expect:

A better caller experience. Humans want to feel heard and understood by nature, even when making a phone call. When scripted, a receptionist might sound robotic and stiff—after all, none of their words are really their own! A receptionist trained to conduct their calls in a more conversational way can relay their sincere desire to help. They create connections through individualized conversations and relating to callers. As a result, your caller won’t feel like just another face in the crowd.

Increased accuracy. With lengthy scripts come higher chances of inaccuracy. If a receptionist is reading through lines and lines of wording, they may misread or even skip a line. What if they miss another important instruction, like who the caller should be directed to? Going scriptless means a receptionist will innately learn the best responses to caller’s questions, even if it is simply deferring to the best person to speak with. Your callers will be happy they’ve reached someone who can point them in the right direction!

Empowered receptionists. Providing receptionists the tools and confidence to handle calls without scripts creates a culture of empowerment. If a true emergency call came in, would you prefer your receptionist to try and reach you, even if it meant going outside of your standard instructions? Or would you rather the receptionist deliver an unhelpful scripted response to your caller? Allowing receptionists to think on their feet means they’re enabled to do what’s right for your caller, and by extension, your business.

So throw out the script and focus on providing the necessary information for your team to deliver great experiences. For Ruby, that includes:

Our expert receptionists will take it from there!

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At Ruby Receptionists, we believe in and honor five core values: Foster Happiness, Create Community, Innovate, Practice WOW-ism, and Grow (my personal favorite). As someone who thirsts to learn and stretch her comfort zone, I’ve been lucky to work for a company that feels the same way about growth as I do. Ruby’s most palpable embodiment of this value is in its creation of our Leadership Development Program. Comprised of four phases, this program teaches Rubys a treasured skill set, allowing graduates to leave the classroom prepared to take on leadership roles here at Ruby and in the outside world.

The first phase of the program focuses on developing the leader within—delving into self-discovery and self-exploration. As a graduate of this phase, I’ve learned so much! Here are my biggest takeaways.

Core Values. While I knew of Ruby’s core values, I’d never taken time to think about what my own core values might be. With much time and focus, I thought about what makes me tick. I thought of the stories behind my biggest successes, failures, and the people I most admire. I considered the common themes and qualities in those stories and people, narrowing those to the one’s with which I most closely identified. After this self-reflection, I found my values to be Grow, Love, Family, Integrity, and Adventure.

Now that I’ve determined my core values, they have brought me a step closer to understanding who I am as a leader. My beliefs positively impact my decision making as I incorporate them into everything I do. If I am faced with a decision I am unsure of, I ask myself whether I am honoring these values. Will my actions result in personal growth or encourage the growth of others? Am I acting in a way that shows love and kindness? How does my decision affect my family? Am I being honest and moral? Am I acting with bravery in the face of the unknown?

Mission Statement. Similar to defining my individual values, I then took that one step further by creating a personal mission statement. Exploring the common themes that matter most to me helped me to create a mission to live by—a roadmap to refer to throughout my life journey.

When creating a mission statement, it should answer why you do what you do. This is why knowing your core values first are so helpful, as you’ve already become aware of what matters most to you. Looking through the lens of my mission statement, I’ve found I’ve become much more confident in the choices I make as leader in both my personal and professional lives.

One example of a powerful mission statement is that of Mahatma Gandhi’s. His statement is a short list of actions.

  • I shall not fear anyone on Earth.
  • I shall fear only God.
  • I shall not bear ill toward anyone.
  • I shall not submit to injustice from anyone.
  • I shall conquer untruth by truth.
  • And in resisting untruth, I shall put up with all suffering.

Self-Talk. It may seem like an obvious observation, yet I was profoundly moved by the idea we are all telling ourselves something at any given time. For instance, we continually evaluate our behavior and the behaviors of others. We think of the laundry list of tasks we’d like to accomplish in any day. I became much more aware of whether my voice was being kind and positive toward myself. Proactively switching the phrases I used in my head brought about a noticeable change in my effectiveness as a person. Switching my thoughts from “I should do” and “I have to” to “I want to” and “I am” meant a shift toward accomplishing goals, rather than ruminating about them.

As I began to incorporate these three notions into my daily life, there were challenges—my biggest being awareness of my self-talk. As I embraced the idea of changing the tone of my mind’s voice, I realized I faced breaking a habit I had practiced my entire life. With vigilance and dedication to change, it became easier to monitor my thoughts.

I became a better leader and others noticed. I began to demonstrate a higher level of accountability and confidence. I felt much surer of myself as I took on newer and bigger challenges. I began to help foster growth in my teammates by sharing my new found knowledge. Less than a year after the program ended, I was promoted to a leadership position within the Client Happiness department. Now that I know how to lead myself, I am ready to embrace the next step—leading one-on-one. I’m now embarking on the second phase of the program and am excited to see what this new journey brings!

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One of the most delicate moments in a customer’s lifecycle is the time between their first exposure to your business and when they make a purchase. For many services, this is known as the customer onboarding process, and it’s important to spend time designing this process to be simple and transparent.

From the moment a new client signs up for Ruby’s service, we take care to make the experience easy. Not only do we make the process simple, we incorporate meaningful connections throughout to build a relationship with customers. After all, people do business with people they like—not robots!  How can you be sure to make your onboarding process a simple one? Start with these three steps!

Step 1: An Easy to Navigate Website


You wouldn’t spend time and money improving your search ranking only to send potential clients to a confusing website . As small business owners, it’s crucial your website connects with your company’s brand and be easy to navigate at the same time. Taking care to create a website with a clear link to your sign-up form means the difference between a new client finding that link or moving on to the next site. Netflix is an excellent example—their link to signup for a free month of service is large and smack dab in the middle of the screen!

Step 2: Assign a Point Person

To begin Ruby service, new clients fill out a short and simple online form outlining the basics of what their company does, as well as what they’d like Ruby to do. A Service Kickstarter & Happiness Builder (like me) will supplement that information with a brief phone call. While the call helps us get to know our new clients, it also makes the transition to Ruby a whole lot easier. A point person is also able to make meaningful connections by making sure new clients feel heard and cared for. Plus, clients are put at ease knowing they will reach a familiar person with any question they may have.

Point Person Email Example

Step 3: Set Clear Expectations

What will happen once a client has signed up for your service? Is there anything else you need from your client? Folks appreciate knowing where exactly in the setup process they are. If their account is ready on your end, be sure to let them know! If you’re waiting on information from them, a quick phone call to fill them in typically does the trick. Sending a follow up email is also an excellent way to share any information your client needs. It’s a great tool for including your contact information and welcoming your client to reach out if they need anything.

Expectations Email Example

Fostering relationships from the start is a sure fire way to create loyalty and happiness in your new clients. While it’s important to make your onboarding process a simple one, it’s certainly worth it to leave room for true connections too!

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Juliana LoBiondoJuliana LoBiondo and her husband are the owners of a small, but busy, law firm in Newburgh, New York. Their practice focuses on family law, immigration, personal injury, criminal defense, and a full range of mediation services. Both have been lawyers for 25 years and greatly enjoy owning their own small family business. Ruby has been answering calls for LoBiondo Law Offices since May of 2014, and we’re delighted to share our chat with Juliana in today’s Customer Spotlight! Continue reading “Customer Spotlight: LoBiondo Law Offices”

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HS1MarleyMajcher-largeRuby clients pursue a wide variety of passions, and we enjoy learning more about their motivations for starting their own companies. Today, we are excited to share our interview with Marley Majcher, CEO of The Party Goddess! Inc, and Ruby client since January 2014.

Tell us a little about what The Party Goddess offers.

The Party Goddess! is a full service event planning and catering company based in Los Angeles, and we are very happy to travel!  We handle any aspect of an event from concept to completion. Think social, corporate, weddings, and lots of cool celebrities.

Why did you choose to start your own event planning company?

I had been in the restaurant business and started a catering company. Then I decided to take it one step further and be full service. I rebranded as The Party Goddess! in 2000. Plus, I’m psychotically passionate about food, amazingly interesting décor, and entertainment that no one has seen before.

What is your favorite part of your job?

I love, love, love making people happy. That moment when they see their event for the first time and their jaws drop—it’s divine.

What is the most unique party you’ve thrown?

We had one fabulous wedding that was winter wonderland themed—complete with a clear, Plexiglas covered pool and live penguins. It rocked. We also had some star studded ones on the beach in Malibu for Pierce Brosnan. Dreamy.

What do you like best about working with Ruby?

I am so, so, so impressed with how friendly, thorough, and consistently trained everyone is. Ruby is just this amazingly well run machine.

Thanks to Marley for taking the time to chat with us! Marley was also recently interviewed by ‘The Sales Evangelist‘ on tips for selling to the luxury market, where she shared her ‘WOW’ experience with Ruby. If you’d like to learn more about Marley and The Party Goddess! Inc, feel welcome to check out her website or you can also follow her @ThePartyGoddess on Twitter and Instagram.

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In a world where technology allows us to be connected to anyone at any time, it’s tempting to be constantly available to our family, friends, and social networks. It can be quite the balancing act! You already know Ruby is here for you 13 hours a day, 5 days a week, but we can also help you make connections and manage your calls when our receptionists go home. Using our after-hours options, such as voicemail or call-fowarding, you can find your ideal balance between being available to clients, and getting some well-deserved downtime.

  • Ruby voicemail: After-hours, Ruby has the ability to connect calls to a voicemail box we’ve created solely for your company. A typical greeting sounds like this: “Thank you for calling ___. You’ve reached us after-hours. Please leave a detailed message at the tone and we will return your call as soon as possible.” Callers’ voice messages are then immediately delivered to your email inbox as .wav files. You’ll be instantly caught up on messages and able to return urgent calls right away!
  • Forwarding to another number: If you’d rather callers reach you live after-hours, Ruby is able to connect calls directly to your cell phone or whichever number you’d prefer. You’ll have the ability to field calls and allow callers to go to that phone number’s voicemail system if you’re unavailable.
  • Auto-attendants: Do you have multiple folks in your company? How about the desire to take only urgent calls live outside of business hours? This may be the perfect option for you! Ruby can provide an auto-attendant for after-hours calls that allows for callers to be connected to any combination of Ruby voicemails and outside phone numbers. A common option sounds something like this: “Thank you for calling ___. If this is urgent, please press 1 to be connected to a representative. Otherwise, please stay on the line to leave a message.” Alternatively, callers can press a number based on which staff member they’d like to either be connected to or leave a message for.

With these options, Ruby will always have your back! You’re welcome to reach out to us at 866-611-7829 or hello@ruby.com. We are here for you and happy to help!

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Karin ConroyWe were excited to chat with Karin Conroy, owner of Conroy Consults, a marketing firm for lawyers and law firms that specializes in website design and development. Ruby has been her full-time receptionist for six months!

What makes a great lawyer website?

Good question! It would be so much easier if there were one simple answer. Typically, a great site needs to have a balance between strong messaging and visuals, plus great technology so it functions well and can be found.

Why do first impressions matter for legal practices?

All small businesses need to consider their first impressions, especially law firms. For law firms, their potential clients are often facing very personal or difficult situations and really need to feel as though someone cares and can solve their problem. These are all things that are accomplished through subtlety like tone and body language. Now most people make their first impression either online or over the phone.

What is your favorite part of your job?

I have an amazing balance between work and life. I’m able to work anywhere in the world (literally) so we travel often. We’re able to spend time with our family during typical “office hours.”

What is the biggest change you’ve seen in your business since hiring Ruby?

People don’t feel like I’m hard to get ahold of, even though I rarely take their calls (less than before). They often comment that they “talked to someone in my office.” I work out of my house, so it makes it appear as though my business is much larger. People respond with a higher level of respect for my time rather than thinking I’m a one-person firm whom they can call anytime.

What do callers think of your receptionist?

I get positive comments nearly every week and have referred many of my clients, only after they’ve asked where I found such a great service.

Thanks to Karin for catching up with us! If you’d like to learn more about Karin’s marketing firm, feel welcome to visit Conroy Consults’ website here.

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You might be wondering how a virtual receptionist service like Ruby can positively impact your business. Our goal is to deliver world-class customer experiences, and part of that means our receptionists answer every call live. No need to fret about callers going straight to your voicemail—Ruby has you covered!

Employee-of-the-Month

Here are just a few ways Ruby can work with your business:

  • As your full-time receptionist. Our virtual receptionists are never late, sick, or on a break. Simply forward your phone line to us once, and then forget about it! Callers will be greeted with a warm and friendly voice, typically by the second ring.
  • On and off throughout the day. What if you prefer to speak with your clients directly when you’re available? Ruby is a great solution! You can take calls yourself when you’re able to, and anytime you’re unavailable, Ruby is there for you! Simply forward your calls to Ruby when you are out of the office, in a meeting, or at lunch.
  • For overflow. Perhaps you already have a receptionist in your office, and you’re looking for some extra help. Many phone providers offer a feature known as “Call Forward/Busy No Answer” or “delayed call forwarding.” Anytime your line is busy or rings unanswered, calls will ring to Ruby instead of your voicemail. Callers are guaranteed an excellent experience even if your receptionist is on another call or away from their desk for a moment.

Do you have questions about which option will work best for you? Feel welcome to chat with us at 866-611-7829, or Tweet us @callruby!

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Attorney Herb WilsonOur virtual receptionists have been happily answering calls for The Law Office of Herbert W. Wilson II for nearly two years. Following in his father’s footsteps, Herbert Wilson II has been practicing law as a solo attorney since 2009 and aiding the people of his hometown, Gulfport, Mississippi, with their domestic and criminal matters. I’ve asked Herbert about his practice, and his time as a Ruby client!

Tell us about your practice.

I started the office out of my grandfather’s house in late 2009 /early 2010. I was just out of law school and looking for jobs that didn’t exist. I’m now in my dad’s old office from when he was a solo. He’s mostly retired now, but still helps me out from time to time when I need him. Even on days when I don’t need help, he still comes into the office to keep me company and talk me through problems.

What is your favorite part of your job?

My dad and I are close, so my favorite part of my job is getting to work with and spend time with him. My favorite thing about the work itself is when a client tells me that I’ve really helped them. I’m such a big softie, and it just puts me on top of the world when a client takes the time out to thank me.

Did you answer your own phone before you started using Ruby’s virtual receptionist service?

I did. Clients liked it when they could reach me, but didn’t like having to leave voicemails when I was busy.

What’s the biggest change you’ve seen in your business since hiring Ruby?

I’ve had a much easier time getting retained by new clients since switching to Ruby because they’re getting to talk to an actual person. Prior to Ruby, if I were in a plea hearing and missing a bunch of calls, many of them would have moved on to the next name in the phone book by the time I was able to call back. With Ruby, I’ve noticed people tend to be more patient about waiting for a return call. Clients really seem to prefer being able to talk to someone. I’ve also had an easier time keeping track of missed calls and making sure I can follow through with new and old clients, which keeps me organized and less stressed.

What do your callers think of your receptionist?

I have heard nothing but unequivocal praise. I’ve had multiple lawyers and clients tell me “You have the nicest secretary I have ever talked to!”

Thanks to Herbert for taking the time to chat! If you’d like to learn more about Herbert’s law office, feel welcome to visit his website here.

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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.