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.
Everyone has bad days now and then, and that includes your callers. So we weren’t surprised when we received this question from Ruby fan, Michael:
“As the owner of a small company, there’s nowhere else for customer complaints to go, so I’m often the one having to deal with them. What magic does Ruby use to turn these types of callers into positive experiences?”
You end up wearing many hats when you strike out on your own, handling everything from customer service and billing, to ordering supplies and answering the phone. All those distractions can add up and keep you from doing what you do best. For this month’s spotlight, we asked returning client Sheila Rambeck, of RambeckLaw PC, to share how Ruby helps her stay focused and efficient.
One of the most joyful things about being a Ruby is connecting with our amazing clients on a daily basis. We like to think of ourselves as part of their team, and in many cases, come to know them as part of the Ruby family! One receptionist has gone above and beyond to show her love for our clients. Throughout her travels, Sara-Lee has WOWed our clients by taking the time to visit them in-person! I chatted with Sara-Lee about her experience and the excitement of seeing clients in their element.
We’ve had the pleasure of answering calls for Drake Law, PLLC, since October 2014. We’re excited to share our interview with owner and attorney, Lindsey Drake, in today’s Client Spotlight! Continue reading>
Vacation season is here—time to kick back, relax, and reply to client emails from a new and exotic location. Wait—what? No! Cut the proverbial cord with your work email account during your next getaway. A thoughtful autoresponder can give you peace of mind while you’re miles from your desk! Follow these guidelines to keep your clients happy and informed when you can’t reply right away:
Your tone of voice quite literally sets the tone for each call you answer. By speaking in a warm, friendly tone, you encourage callers to be friendly in return. This episode of Paging Dr. Ruby focuses on three basic components of tone: pitch, rhythm, and emphasis.
The connections humans make with each other come in all forms—where we live or grew up, what we do for living, our passions and interests, etc. These are the obvious connections, ones we share openly with each other. Making a deeper connection, however, often means looking for the subtle cues—a talent at which Rubys excel.