For the Ruby team, making connections with clients never ceases to be rewarding, and we love following a friendly conversation with a handwritten note or carefully chosen gift. But when our clients take the time to surprise us with a note or gift, we’re truly honored. We know workdays can be wild for the small businesses we serve, and our clients’ precious time is in high demand.
Small Business Week is the perfect time to brush up on customer service, and these popular blog posts from The Watercooler archives are a solid place to start. Check out our compilation of reader favorites:
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.
When your company’s mission is to produce customized, unique experiences for your customers, it’s important to deliver personalized service from the outset. For Nick Gray, Founder and CEO of Museum Hack, great first impressions are a business necessity. That’s why he relies on Ruby.
Museum Hack provides renegade tours at the world’s best museums, telling the untold stories of the art and artists, juicy gossip about the museum, and hosting activities in the galleries like “Buy, Burn, Steal,” where guests choose their favorite (and least favorite) pieces. All tours are customized on-the-fly to include the pieces Museum Hack guides are passionate about, not necessarily the most famous or most expensive pieces. Their goal is to make tours fun and engaging, overcoming the dreaded “museum fatigue.”
Did you know that since 2011, U.S. businesses have seen a 130% increase in calls from folks searching on their mobile phones? This is great news for small businesses who are often located nearby—which means it’s a great opportunity to up your customer service game and truly set your business apart! Ruby client Debbie noticed this trend and asked:
“I’m getting more calls from folks who find me using search or maps on their phone. Since they often seem to have different needs than other callers, do you have any tips on how I can create the best experience for them?”
I think we can all agree customer service is important. Statistic after statistic has shown consumers are willing to spend more on a service or product if they believe it will result in a better overall experience. Yet, there seems to be a key component of the customer experience movement being missed in the discussion—the importance of delivering consistently great service.
Words are powerful. They can create connections or put distance between folks; they can result in appreciation or frustration. At Ruby, we’ve found careful and positive phrasing leads to gratifying interactions that build meaningful relationships with our clients, and in the long term—loyal clients.
Life can throw you all sorts of curve balls and, sometimes, you just need someone to remind you it doesn’t have to be so hard. This is what motivated Jenise Harmon to start her business, New Wings Counseling—to help others find a new, happier way of living. As a counselor specializing in treating depression and anxiety, compassion and clear communication are important to her clients. To begin building trust, it’s was critical to Jenise that her clients have a great experience from the very first interaction—which is how her Ruby story began.
Jenise’s business had increased, and she was getting quite a number of phone calls. When she answered the phone, people would ask questions and set up appointments. When the calls went to voicemail, however, most people just hung up. As it was only Jenise in the practice, she didn’t feel the need for a full-time receptionist. That said, she did need a live, caring individual to take calls when she was in session or unable to get to the phone.