At Ruby, we pride ourselves in being an integral part of our clients’ team. Any opportunity to make their lives easier and better genuinely delights us! We are thrilled to retain many long-term clients and have been overjoyed to watch their businesses flourish over time. This week, we sat down with our Client Loyalty Associate, Casey Spurgeon, to discuss how Ruby builds lasting client relationships.
Ruby has been delighted to answer phones for Marquam Group, a company focused on building business driven technology solutions, for almost two years now. We had the pleasure of chatting with Chad Layman, CEO of Marquam Group, for today’s Client Spotlight!
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:
Birthdays and holidays are wonderful reasons to send a handwritten note to a client. But if you’re aiming to create connections, don’t wait for these annual events to roll around—any time is a great time to send a notecard! Here are ten reasons to drop a notecard in the mail:
Have you ever called a service provider with a complaint? Most of us have, and most of us can recall an unpleasant experience or two. Whether the customer service folks on the other end seemed disingenuous, or the company did not do something they said they would, we can all relate to the frustration of feeling dissatisfied. As business owners, this is the exact feeling we aim to avoid. How can we abolish the stereotype of cold and unfriendly business? By practicing the art of the “Fess Up.” Continue reading>
As we enter the age of the customer, companies of all sizes and industries are working fervidly to create processes that improve service. Yet, great customer experiences are not something you can program or proceduralize—they come from compassionate employees who feel empowered to go above-and-beyond for their customers. Here are five of our favorite service stories (in no particular order) from the past year that illustrate the importance of trusting your employees and giving them the power to do what’s best for the customer. Have your tissues ready!
When you’re evaluating a service that will impact your entire family, it’s a good bet you want that company to be warm, personable and available when you need them. Brian Greenberg understands the importance of having a real, caring person answer customer calls—which is why his company, True Blue Life Insurance, signed up for Ruby.
I’ll be the first to admit I’m a bit of a miser. From hoarding my Monopoly money as a child to receiving my haircuts from beauty students well into adulthood, I’ve always preferred to sacrifice in order to save a buck. It took meeting my husband to finally convince me of the virtues of spending a bit more to ensure a better experience—that and an asymmetrical haircut. Under his tutelage, I have tried to evaluate products and services based on value instead of price.
Have you ever called a company’s support line looking for help, only to hear the same lines you’ve heard a million times before? How did that make you feel?
Great customers experiences are driven by personal connections and the willingness to go above and beyond. This can rarely be achieved with dictated responses. At Ruby, we’ve found eliminating scripts empowers our receptionists to focus on creating a great experience. Rather than provide our receptionists with verbatim wording, we arm them with tone and phrasing to help during even the toughest of calls.