Paging Dr. Ruby ep. 6: create connections with positive phrasing.

Reading time:

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!

Additional reads you may find interesting...

View All
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.

Small Business Tips

Business live chat: Have your cake and eat it too.

Small Business Tips

Small business resourcefulness with Loren Feldman

Small Business Tips

Omnichannel customer experience: What it means and how to do it right.

Small Business Tips

[Infographic] The #1 secret of successful law firms.

Small Business Tips

Use Ruby to schedule appointments and save time.

Small Business Tips

Automated lead capture: Why you need it and how it works.

Small Business Tips

[Infographic] Telehealth in 2021 and beyond.

About Ruby

This Women’s History Month, #ChooseToChallenge with Ruby.

Small Business Tips

PPP loans have relaunched in 2021—with an exclusive application window for small businesses.

Small Business Tips

Too many customers? Here’s how to make a spike in demand work for you.

Small Business Tips

When people are in crisis, can your business come to the rescue?

Small Business Tips

Mindful ad spend and engagement with David Lambert

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

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.