Thomas Brenneke founded Network Redux ten years ago and has grown the company to host thousands of client websites and operate four secure data centers as well as satellite offices in Ontario and Kochi, India. In mid-2013, Ruby began answering their calls, and they’ve been a pleasure to work with. Thomas was recently named one of Portland Business Journal‘s “40 Under 40,” and we were delighted to pick his brain in today’s Client Spotlight!
Your clients are hiring your firm because they know you do great work, right? But that’s not the only reason a client chooses your practice over another. Matt Spiegel, VP and GM of MyCase, recently summed it up nicely on Lawyerist: “While winning cases will indeed help build a positive reputation, providing stellar customer service is just as important in building a successful practice.” Here are three reasons you may want to take a second look at how your firm handles customer experience:
What kind of reception are you giving your customers? A warm, friendly greeting? Or an unfamiliar, perhaps even robotic, brush off?
How do guests feel when they enter your office? Establishing a greet, seat, treat routine can help create positive experiences for your guests and great first impressions of your business. Here’s how make sure anyone who walks through your door feels welcome:
When answering the phone, you probably do your best to sound positive and upbeat – an excellent default no doubt! We often think of these tones as being synonymous with great service, and they usually are, but some situations call for a different approach. If you sound happy for every single caller — no matter the circumstance — you risk coming across as robotic, providing the same cookie cutter experience to everyone.
Looking for ways to connect with your customers? Here are 10 surefire ways to cultivate a lasting connection:
Our virtual receptionists have been happily answering calls for The Law Office of Herbert W. Wilson II for nearly two years. Following in his father’s footsteps, Herbert Wilson II has been practicing law as a solo attorney since 2009 and aiding the people of his hometown, Gulfport, Mississippi, with their domestic and criminal matters. I’ve asked Herbert about his practice, and his time as a Ruby client!
Tell us about your practice.
We were delighted to chat with Emad Hanna, Founder of CyberStockroom and Ruby client of seven months. CyberStockroom is a cloud-based inventory management system, helping business owners and managers keep track of their inventory and sales without worrying about software, data, or synchronization..