When we began answering calls for Red Carpet Learning Systems in 2010, we didn’t know we had found a kindred spirit in Founder and CEO, Donna Cutting. Like Ruby, Donna has a passion for customer service, and has committed her professional life to helping others deliver exceptional experiences.
Tell us about Red-Carpet Learning Systems.
We like to say Red Carpet Learning Systems is your one-stop shop for inspiration, information, and implementation when it comes to delivering world class customer service. As a keynote speaker and author, I try to provide people with the inspiration to get excited about rolling out the red carpet for customers. Our website, blog, and books provide people with the information they need to create a service culture. If they’re ready to implement, our team of customer service experts can provide the training and tools to help them do so! Our goal is to help you turn prospects into customers and customers (both internal and external) into raving fans!
Why do you think delivering exceptional customer service is important?
There is a definitely link between service and sales. This is especially true today when customers are more vocal and have more choices than ever before. The organizations we study (including Ruby Receptionists) have experienced substantial growth due to their focus on improving the customer experience. Beyond that, creating a service culture gives your employees something to believe in that’s bigger than themselves. The people I talk to in companies known for delivering great service are falling all over themselves telling me about all they do for their customers. There’s an excitement and an engagement I don’t hear from other, less service-oriented companies. You might say it’s the thrill of the red carpet – where your customer matters, your work matters—you matter.
What inspired you to make training and consulting your career?
My favorite space is the keynote stage. I’m also an actress and it’s so much fun to combine my theatrical abilities with my passion for service. The first name for my business was “Donna Cutting Presents” and primarily focused on speaking. Then I wrote my first book, The Celebrity Experience: Insider Secrets to Delivering Red Carpet Customer Service, in 2008, and our clients asked for help with implementation. That’s when Red Carpet Learning Systems, Inc. was born. I’ve been blessed to be able to bring on phenomenal people who can help our customers increase employee engagement, improve internal communication, and create a service culture.
How has having Ruby’s virtual receptionist service affected your business day-to-day?
It’s simple. We can’t call ourselves the Red Carpet Customer Service experts and let voicemail pick up our phone. The best service starts with personal touch and Ruby Receptionists provides that for us while my team is spread out throughout the country and often on the road. The best part is that I’m 100% confident my phone is being answered by an upbeat professional. The system works so great that I never miss a phone call no matter where I am in the world! I’ve been so impressed with the “Ruby Experience” that you are a featured company in my forthcoming book, 501 Ways to Roll out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Leave a Lasting Impression.
What do callers think of your receptionist?
They think I have amazing people working for me, making red carpet first impressions on my customers. Of course, I do have amazing people working directly for me – but the receptionists are all Rubys! I wish I could keep the secret but, the truth is, I brag about you everywhere. I love my Ruby Receptionists!
A big thank you to Donna for taking the time to chat with us! Her newest book, 501 Ways to Roll out the Red Carpet for Your Customers: Easy-to-Implement Ideas to Inspire Loyalty, Get New Customers, and Leave a Lasting Impression will be released by Career Press on December 21, 2015.