Facebook, my dear Watson!
Our Core Values drive everything we do at Ruby Receptionists, including our benefits. With Creating Community in mind, we launched our Alternative Transportation Incentive to promote a healthier environment for our local community. The program encourages employees at our green virtual receptionist service to take public transportation, bicycle, carpool, or walk to work, and was one of the first benefits at Ruby!
We talk a lot about Fostering Happiness at Ruby® (it is one of our Core Values after all!), and we give our virtual receptionist team strategies to make our clients’ and callers’ days brighter. However, each Ruby is unique and each has their favorite way to make connections. In today’s feature, I asked virtual receptionist Ellie B. how she spreads cheer over the phone:
CNBC recently aired a special entitled “Customer (DIS)Service: A Maddening Look at the State of Customer Service” where they shined a spotlight on the customer service provided by outsourced call centers, waiters, retailers, recorded menu options, and a host of other industries. Not surprisingly, most of what they found left much to be desired. Man-on-the-street interviews showed an overwhelming frustration with regards to customer service, or as CNBC puts it, “customer disservice.” For all the advancements in technology — computers, databases chock-full of information, sophisticated phone systems — it seems that customer service has actually declined over the years. But why? And why is customer service so important for businesses, anyway?
To answer the first question, we think interviewee Shaun Belding, author and CEO of The Belding Group, put it best: “All the technology was designed to connect us to each other. And that’s what we did. But we lost the beauty of connecting with each other.” Since our interactions these days are often over the phone, it’s easy to become disassociated – they’re just a name and a disembodied voice, right? However, missing that opportunity to connect is missing an opportunity to make a person’s day better, maybe even your own, and certainly make a good impression for your business. You never know who that voice may be attached to: the next evangelist for your company, someone who’s having a rough day that you could cheer up, your neighbor?
Guest blogger Jason Lander is the Founder and CEO of Hively. Hively lets your customers give you real-time feedback with 1 click, at their convenience. Ruby® will soon be incorporating Hively’s interface into our Problem Solver & Happiness Makers’ email signatures to get real-time feedback on how we’re doing. We asked Jason for his advice on what other small businesses can do to get stellar feedback.
One of the remarkable things about Ruby’s team of talented virtual receptionists that they all have in common is compassion for others. They commit each day to fostering happiness and making their callers’ days brighter, so when given the chance to brighten the days of our local community members, our team jumps on it!
We’re all about great first impressions at Ruby®, and making every new member of our virtual receptionist team feel welcome on day one is especially important to us. If you work one-on-one with a new hire, you have a great opportunity to establish a connection from the get-go. But you don’t have to be a new employee’s trainer or manager to connect — in fact, it takes just a minute or two to make a positive impression. Here are three easy ways to welcome the latest addition to your office:
Last night, Ruby®‘s virtual receptionist team came together for our final staff meeting in 2011. In addition to eating Hot Lips pizza, Creating Community, and chatting with coworkers, we had a special treat! Monica Wofford, Master Trainer and CEO of Contagious Companies, Inc., came to speak to our team about confidence. Her accolades are tremendous: Certified Speaking Professional (CSP), Certified CORE MAP® Coach, college professor, author, a degree in Speech Communication, an MBA, President of the Central Florida National Speakers Association, just to name a few.
Our team of virtual receptionists is great at cheerful, professional phone answering and many of us also have a soft spot for animals (as you might have noticed when we walked in the Doggie Dash benefit!), so we were delighted to be able to lend our skills to help the Oregon Humane Society with their annual telethon this year! On Sunday, eight of Ruby® Receptionists’ finest (and two honorary Ruby pooches, Ellie and Bernie) volunteered to take calls at the OHS phone bank.
Our insightful Client Services department makes it a cinch for a variety of small and medium-sized businesses to use our friendly, professional virtual receptionist service. Each day, our Problem Solvers & Happiness Makers update our clients’ call handling instructions, help with call forwarding, and generally make sure everything’s working well. We’ve recently added another wonderful, charming team member, straight from our virtual receptionist ranks (in fact, every member of our Client Services team started at Ruby® as a virtual receptionist!).