Ruby CEO Jill Nelson Is an OEN Entrepreneurial Achievement Award Finalist

OEN Entrepreneurship Award Finalist Badge“OEN’s Tom Holce Entrepreneur Awards celebrates our region’s risk takers and history makers,” said Chris Elsenbach, the chair of this year’s awards. That description fits our CEO Jill Nelson to a T, and we’re thrilled that she’s among four finalists for this year’s Entrepreneurial Achievement Award.

It was eleven short years ago that Jill cashed out a small retirement account and set up shop in Ruby’s first office, which also happened to double as her kitchen table. Now, Ruby has two Class-A office spaces, a die-hard client base, and a passionate crew of employees who make a difference in thousands of callers’ days. Jill has become a thought leader on customer experience and has presented at Mercedes-Benz, the Great Place to Work Conference, and at Digital Women’s Day in Paris. She’s also given back to the business community, mentoring local entrepreneurs and serving as Finance Chair for the Portland chapter of Entrepreneur’s Organization.

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Forego Verification for the Sake of Familiarity

phone

Verifying the spelling of caller information may be tempting in terms of precision in call screening, but is it worth sacrificing a tone of friendliness and familiarity? Consider the following two very different scenarios. Let’s say you’re a regular customer of a business, and each time you call to place an order or talk to customer service you reach someone new. Before they’ll help you, you’re asked for all your information, spelling verified and confirmed. Now, instead, consider how you’d feel if they said, “Hi, Molly! How is your day going?” The first exchange is liable to make one feel like a database entry, while the second would instill a sense of real, personal connection and familiarity. The best part is that the person who answers your call doesn’t actually need to know who you are to create that experience.

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Making Connections from Everyday Interactions

Virtual receptionist Leathia M.

Today’s guest post comes from Receptionist Leathia M.!

As a virtual receptionist, I speak with hundreds of people every day. Since my interactions are over the phone, I rely solely on verbal cues to help me leave each caller with a positive experience. So how do I decide when to take it to the next level and create a personal connection?

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Paging Dr. Ruby: What’s Your Phone(side) Manner?

Paging Dr. Ruby

We received a wonderful comment from blog reader Samantha requesting a bit of advice. Says Samantha, “I’m the nicest person, but sometimes my choice of words makes me seem rude or in a hurry.” We’re so glad you found our blog, Samantha! Learning how to make the best impression over the phone is an important skill, and thankfully it’s an easy one to master with the right tools. In honor of Samantha’s question, today’s post includes some of our favorite must-have habits for WOWing callers.

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Use Hively to Learn How Customers Really Feel

If you’re anything like Ruby, delivering exceptional customer experiences is table stakes. If we’re not making our clients say, “Wow!” we are missing the mark! But how can we ensure we’re hitting that target with every interaction? Feedback, of course! That’s where Hively comes in. Hively is an online tool that is invaluable in helping us make our business better and better. A little over two years ago, Ruby’s Client Happiness Department began adding this little graphic to their email signatures:

Hively Customer Feedback Tool

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Voicemail or Written Messages: Which is Better for Your Customers?

Phone

When you’re in a meeting, on vacation, or any time your receptionist needs to take a message, which creates a better experience for your clients: Voicemail, a written message, or a choice between the two? The answer: Whichever option ensures a faster reply from you!  Clients call because — you guessed it! — they want to talk, and the sooner they hear from you, the happier they’ll be. Here are some things to consider when choosing your preferred message option:

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