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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Happy 11th Birthday, Ruby!

Ruby's 11th anniversary
Today marks Ruby’s 11th year in business! And with over a decade of friendly, professional phone answering under our belt, we have a lot to celebrate. From opening a second office to back-to-back years as one of the nation’s top companies to work for, we couldn’t have done it without the support of our clients and employees – some of whom remember when we started around Founder Jill Nelson’s kitchen table!

Thanks for making every year better than the last, and cheers to many more!

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KISS Your Telephone Greeting Hello

ABCAre you crafting your company’s telephone greeting, or thinking of giving your old greeting an upgrade? We recommend the KISS method: Keep It Simple, Silly! Your telephone greeting is an important touchpoint for customers, and an opportunity to make a great (or not-so-great) impression. How much do you need to tell callers about your business in a greeting? Let’s examine this information-packed greeting:

You’ve reached Paulsen Brothers Pickles, home of Cincinnati’s favorite crunchy dill, and three-time winner of the Gold Gherkin Award for Pickling Excellence.

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