Stellar First Impressions Mean Lasting Connections

By | 05.21.2013 |

Bullseye

As a Problem Solver and Happiness Maker, I chat with our clients about their accounts daily, answering any questions, making updates, adding new employees, and generally ensuring they’re using Ruby to the fullest. I might even be the first person a new client has ever talked to when I set up their Ruby account.

Clients always tell me how much they love Ruby and how our friendliness and professionalism is a breath of fresh air — proving that people will do business with people they like. You might be wondering how I solidify those connections. The answer is simple: Create a lasting and positive first impression.

Here are three ways I cultivate connections every day:

Courtesy. Remember “The Golden Rule?” Well, it can make a world of difference for your first impressions. Treat first-time callers the way you’d like to be treated if you were a first-time caller. Engage callers with questions and be genuinely interested in what they have to say. After all, you are there to help – and the sooner your caller recognizes this, the sooner you can build trust and rapport.

Professionalism. Grammar is key! Avoiding slang and filler words will show your first time callers that you mean business. “Um” is your arch enemy! You are smart and capable, and callers will know right off the bat with correct grammar. Speaking clearly means lessening the chance of miscommunication, less frustration, and true understanding on your part and the caller’s.

Accuracy. Do your best to always provide accurate information. It’s okay not to know! If you’re ever unsure of the answer to a caller’s question, let them know. Framing what you can do, rather than stating what you don’t know, is an easy way to provide excellent customer service. Using phrases like, “Gosh, I’d love to find out for you! May I place you on hold while I ask my team?” and “I’d love to research more and get to the bottom of this! May I call you later today to let you know what I’ve found?” are great examples of this. Not knowing is perfectly acceptable; we are all human. It’s your willingness to find out that can impress even the most dubious first-time caller and set your business apart from the competition.

A great first impression is the path to a solid and meaningful connection. Using the tips above, clients feel heard, cared about, and most of all – loyal. With the valuable feedback they feel comfortable to provide, I’m certainly able to problem solve and create happiness along the way!

Photo via Flickr user Bogdan Suditu

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5 Ways to Make a First-Time Caller Feel Comfortable

By | 05.16.2013 |

Make Callers Feel at Home

When a potential client interacts with your business for the first time, you may need to ask for a few pieces of information in order to begin working with this new person. Asking someone to share personal information isn’t always easy; however, there are ways to make the interaction more comfortable for everyone involved, and it all begins with your approach. Here are some tips to set you up for successful screening!

Your questions are coming from a place of helpfulness.  Surely, the reason you ask a caller for their email address, financial information, or the details of their case is so that you and your company can provide them with the optimal support and assistance. Keep that in mind as you move forward with gathering personal information, and your good intentions will naturally come through in your questions.

Ask confidently.  It’s no secret that self-assuredness is the key to success, and when we portray confidence, the people we interact with will in turn have confidence in us! If a caller senses a tone of uncertainty, they may feel hesitant to give private information.

Create a conversational tone. Start by asking how they heard of your company and what brought them to you. It’s a great opener and a fantastic way to break the ice!

Tell them why — people love to know! If a caller seems uncertain about answering your questions, tell them, if you can, why providing this information is beneficial to them as a customer.

We typically correspond through email, if possible. That way you will receive documents immediately rather than having to await their arrival in the mail.

Know when to fold ‘em. Don’t push too hard if someone declines to give information right away. You can always ask again once you’ve established a more solid working relationship. By letting them create the boundaries they need, you show flexibility and willingness to work within their comfort level. Even though it may be a small inconvenience, you’ll make a great first impression!

You may find yourself in the opposite position, and your caller will want to provide much more information than is necessary during that first interaction. For tips on guiding a talkative caller in the right direction, check out the post, Make the Most of Your Conversations by Guiding Chatty Callers.

Photo via Cathy Cheney of the Portland Business Journal

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Can Virtual Receptionists Make Calls on My Behalf?

By | 05.14.2013 |
Virtual Receptionist Crystal G.

Virtual Receptionist Crystal G.

You’re in court and your virtual receptionist sends you a timely message, but you can’t return the call. You’re at the worksite all day and can’t be interrupted, but you forgot to cancel your 2:00pm appointment. Your whole office is in meetings for the day and you need to remind a client to bring in paperwork for you to sign tomorrow.

Never fear – Ruby’s here! Let us make the call for you.

As a Sales Associate I often get asked, “Can Ruby Receptionists make calls on my behalf?” And I’m glad to say, “Absolutely!” Our receptionists are happy to place outbound calls to confirm appointments, relay information, or gather more details on your behalf.

But how does it work? You can make an outgoing call request, or “Assists” as we call them, in a number of ways:

Simply reply to a message. When you receive a message from Ruby, simply hit “Reply” and add a note on what you’d like us to say: “Please call Dave back and let him know that I mailed his paperwork on Friday.”

Email us. Send the person’s name and phone number to staff@callruby.com, and we’ll gladly place the call on your behalf: “Hi Dave! This is Ruby calling from Mr. Smith’s office. He wanted to let you know that he mailed your paperwork on Friday. Is there anything else we can do to help?”

Call us. You’re always welcome to call us at 866-611-7829 to place your request. Any receptionist who answers is able to take down the information and get our specially-trained A-Team on the case!

Feel free to use Assists as often as you like! They are completely optional, and you are only billed for the time you use.

Questions? Feel free to give me a call at 866-611-7829 or post a comment below. I’m happy to help!

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Ruby Opens a Second Office in Beaverton!

By | 05.10.2013 |

It is with great pride, pleasure, and excitement that we have opened a second office in nearby Beaverton, Oregon! It’s all thanks to our amazing clients for spreading the word about Ruby and helping us grow so that we can make stellar first impressions for even more businesses!

Yesterday, Ruby Founder & CEO and Beaverton Mayor Denny Doyle cut the bright pink ribbon to officially open our new office, followed by a spectacular open house filled with Rubys, clients, and friends.

Ruby Receptionists CEO Jill Nelson and Beaverton Mayor Denny Doyle cut the ribbon

Ruby Receptionists CEO Jill Nelson and Beaverton Mayor Denny Doyle cut the ribbon

Ruby Receptionists Beaverton Office Grand Opening

There’s no better office warming than celebrating with our clients and friends!

We’ve been settling into our new office for a few weeks, making sure that conditions were perfect to deliver our knock-your-socks-off service, and are thrilled to officially call Beaverton home!

See more photos in the Portland Business Journal here, and follow us on Facebook for more pictures over the coming days!

 Photo via the Beaverton Chamber of Commerce

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Happy Employees, Happy Business

By | 05.08.2013 |

Ruby Receptionists and Happy Brain Science share a fascination with happiness at work. We both know the science is clear: Happier brains do better work. Happier employees are more energetic, cooperative, creative, insightful, resilient and successful, not to mention the health benefits, which lead to fewer sick days and even more success.

Ruby, led by Founder & CEO Jill Nelson, has applied a number of ideas from the world of science in order to create the #1 best small company to work for in the U.S., according to Fortune Magazine and the Great Place to Work Institute.

As founder and Chief Happiness Officer of Happy Brain Science, I study and teach others what makes brains happier and more effective at work. While I’m usually immersed in scientific data, that perspective is complemented by real-world examples. This includes my experience working at Intel and other tech companies, but also anything I can learn by studying other companies. I was honored to sit down with Jill to talk about how Ruby has created such a wonderful place to work.

We would love to take your questions and hear your comments. Do you keep your employees happy using some of the same techniques that Ruby uses? What have you applied from the science of happiness?

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Impress New Employees with a WOW-Worthy First Day

By | 05.07.2013 |
Our two stellar Rubyinators, Emily and Monica

Our two stellar Rubyinators, Emily and Monica

Walking into Ruby on your first day, you’re sure to say “Wow!”

We’ve perfected the art of first impressions, and not just over the phone. First days are perfect opportunities to introduce new employees to your company culture, get them excited, and set them up for success.

At Ruby, our warm, smiling front desk receptionists will greet, seat and treat you, followed by your manager who whisks you to your desk where you’ll find a brightly-packaged gift and handwritten notecard welcoming you to the Ruby team.

Then, Culture Champion Amy Lix gives you a tour of our modern office, introduces you to the rest of the team, and familiarizes you with Ruby’s Core Values and mission before you settle in with your trainer, who we call “Rubyinators” (any Phineas and Ferb fans out there?).

It’s only after you’ve experienced our friendly culture, do you start learning the day-to-day aspects of the job. We treat our receptionists exceptionally well, because we know that happy employees lead to exceptional customer experiences. And it starts on Day One!

Do you roll out the red carpet for new employees and build on their excitement? What do you do delight new employees and make their first days memorable?

 

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How to Help When You Can’t Give Someone What They Want

By | 05.02.2013 |

Please use other door

A close friend of mine works at a boutique app development company, and he told me the other day about a French woman who called and was having some difficulty with an app they had designed for a client. Speaking in impeccable English, though more slowly than a native speaker, she began describing every detail that led up to receiving an error. Some of the information was useful, but much was not related to the issue. My friend listened patiently, but it was clear within a few minutes that the client he developed the app for was the only one with the power to fix it.

What was he to do? It felt rude to interrupt, or tell her that he didn’t need to know all of the information she was taking such great pains to describe. He genuinely wanted to help her, but his hands were tied; she had to contact the company who commissioned the app and go through the whole story again. He told me, “I really wanted to tell her I sympathized and be able to offer her a credit for her trouble — or even just give her a couple bucks of my own money!”

It can be frustrating when you don’t have all the tools to solve someone’s problem. But that doesn’t mean you can’t help!

Step 1: Empathize. My friend was on the right track; it’s always nice to hear someone’s on your side! Remember to frame things positively; rather than commiserating, try saying, “That does sound frustrating; I would feel the same way!”

Step 2: Guide them. It’s counterintuitive, but sometimes interrupting is helping! Repeating the same information to multiple people is a common complaint among customers. Anyone who’s ever called their cable company can attest to that. Listen for a pause and interject, “I hate to interrupt, but I think I know what the problem is. ABC Company would actually be able to help you with this,” or “I’m sorry for the interruption! John in Support would be the best person to speak with about this type of error.”

Step 3: Offer assistance. Ok, so yo might not be able to give them a credit or fix the problem. But there is always something you can offer. Perhaps it’s just looking up the phone number to the company that can help. Maybe it’s offerring to jump on a conference call to cut through the technical jargon, or sending an email with a succinct description of the issue that they can read to the customer support tech. Nine times out of ten, they’ll decline, but anything that shows you want to help is a huge comfort. Even a simple, “If you have any more questions or there’s anything more I can do to help, please let me know!” will help!

Your customers are people, too. Focus on connecting with your caller on a personal level and treating them how you’d like to be treated, and you’ll both feel better!

Photo via Flickr user James Cridland

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Let “May I” Make the Difference in Your Customer Conversations

By | 05.01.2013 |

May Day

Add a little “may” to your day, every day! Although they’re little, the words ”May I” can make a big impact on your conversations with customers and potential clients. Adding this polite twosome to your vocabulary is a simple way to turn your tone from okay to outstanding. Here are five ways to add a little may to your day:

Use “May I” when greeting callers. An offer of assistance is the perfect addition to your company’s telephone greeting. Let callers know you’re excited to help as soon as you pick up the phone:

Good Morning! Thank you for calling ABC Company. How may I help you?

Use “May I” when broaching a new subject. If you’re looking for a graceful way to introduce a new idea, “May I” is your best pal:

I think I understand the problem. May I make a suggestion?

Use “May I” to take the sting out of an interruption or potential inconvenience. When you need to encourage a customer to do something they might not want to do, asking nicely is key. “May I” is very important when asking a caller to hold, for example. While a curt “Hold, please,” might irritate a caller, a polite “May I place you on hold for a moment?” makes a conversational interruption seem like no biggie.

Use “May I” when gathering information. It’s easy to see that “May I have your name?” and “May I ask who is calling?” beat the heck out of “I of need your name” and the ghastly “Who is this?” Whenever you’re collecting a bit of information, start with “May I”:

May I have your account number?

Use “May I” instead of “Can I” when asking for just about anything from a client or potential customer. The word “can” is used to note ability — if you’re able to do something, you can do it, as in “I can do a handstand.” When you’re asking permission, “may” is the right choice. This is why we go with “May I have your name?” and not “Can I have your name?” When you’re collecting info or asking something of a customer, “May I” is almost always the way to go.

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A Day in the Life of a Ruby Virtual Receptionist

By | 04.30.2013 |

Whitney

The life of a Ruby Receptionist is a particularly exciting one. From talking to people all over the world to making personal connections with someone you have never met, there is never a dull moment. Each new day brings new scenarios and stories. Our clients often wonder what it is like to be a Ruby virtual receptionist. I get questions all the time like, “How do you gals stay so cheerful?” and, “What do they put in the water in Portland?!” I’d be happy to give you a peek into our world.

Good Morning!

Because Ruby answers your calls from 8am – 9pm EST, some of us have to wake up quite early. You know what that means: Coffee! When I get into the office at 6:30am, there are always at least 4 different pots of coffee waiting for me to choose from. I usually opt for our famed local brand, Stumptown Coffee Roaster’s Hair Bender blend. It has the perfect amount of kick to make my first call of the morning sound like I have been up for hours! A highlight of my day is walking to my desk in the morning. I greet and am greeted by at least five people. It is this sense of community that can make our growing company feel more like a small one. Once I hunker down at my desk and get my computer up and running and headset on, I am ready to take some calls!

Good Afternoon!

One of my favorite things to do as a Ruby is making personal connections. Whether it’s with our clients or callers, I love to get out of my comfort zone and fulfill unexpressed needs. To make a connection, I look for hints or clues that could lead me to learn something new about a client, find something in common, or simply surprise them. For example, if a client mentions that the weather has been really cold where they are, I might send them a little package that includes some touch screen gloves and a gift card for coffee.

I might be scheduled to be in charge of Assists or updating our client’s Whereabouts from our iPhone app. As an Assister, I get to switch things up; instead of simply answering incoming calls, I make calls on behalf of our clients to relay information and confirm appointments. This is really handy if our clients are busy in a meeting or simply want us to relay a message while they finish up a project. I like it because it gives me a chance to do something different!

Good Evening!

On Tuesdays and Thursdays, I attend Zumba in our Ruby Fitness room. It is the perfect break to get up from my desk and stretch my legs. Before I pack up for the day, I like to take five minutes to write in my happiness journal. I find that taking a few minutes to reflect on my day, and helps me to remember what I am grateful for. I love to take this time to think about the present and set goals for my future.

So there you have it. The typical day in the life of a Ruby virtual receptionist is fun, fast-paced and versatile. Every day is a new adventure from dressing up like your favorite super hero to taking some time to reflect on what you are grateful for. We get to be the first impression for our client’s callers and are encouraged to go above and beyond to wow them. Being a Ruby Receptionist offers employees the opportunity to be themselves while having fun in a place like no other!

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Happy Secretary’s Day!

By | 04.24.2013 |

Secretary's Day 2013

Today is one of our favorite holidays of the year: Secretary’s Day! We’re celebrating our stellar virtual receptionist team by dressing up in Mad Men chic, holding a bake-off with plenty of homemade treats, as well as a few other surprises. Check out the Ruby Facebook page here for more photos of our office celebration.

Cheers to all the other hardworking administrative professionals out there!

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