The Ruby Service Pyramid

The Ruby Service Pyramid created by Jill Nelson

If there’s one thing Ruby Receptionists is passionate about, it’s our knock-your-socks-off service, for our clients and their customers alike. “Good customer service” is table stakes for us. At Ruby, if we aren’t hearing “WOW!” every day from our clients, we’re not hitting the mark.

The Ruby Service Pyramid, modeled after Maslow’s famous Needs Pyramid, a fundamental of Psych 101 classes everywhere, is our roadmap to that WOW experience.

About the Ruby Service Pyramid

  • Like Maslow’s pyramid, the Ruby Pyramid lists fundamentals at the bottom, and introduces the finer practices of Ruby service at the top. Receiving a card congratulating you on your son’s college graduation isn’t going to win any points if we aren’t consistently answering your phones — that’s why Be Prepared with the Right Infrastructure is our foundation, and Make Meaningful Connections is our peak.
  • While the higher levels are dependent on the lower levels, they are all equally important, and improvement at all levels is a constant endeavor.
  • Mastering each level is a balancing act of empowering people and adhering to consistent processes. When we’re looking for new ideas, we rely on the creativity of our staff. When something is broken, we look to our process to see where we can improve.

The Levels of the Ruby Service Pyramid

Be Prepared With the Right Infrastructure. At the base are the systems and technology that enable us to provide our service: our ININ communications platform and our proprietary software and databases. But it also includes our staffing models and metrics to deliver an average answer time of four seconds.

Do What We Say We’re Going to Do. This concept speaks for itself, but we’ve found it takes an amazing amount of attention to ensure consistent delivery. Our training programs, feedback systems, and performance monitoring help us know if we’re on track.

Foster Happiness. Again, a pretty straightforward concept: be nice and make others happy. But when you can do this with every phone call, you find you stand out. Ruby’s strategy? Hire the nicest people on the planet and do everything we can to make sure they’re happy and stay happy.

Create Experiences. Have you ever ended a conversation with someone and found yourself in a better mood than before you called? That’s Ruby’s aim with every interaction. Our receptionists strive to engage each caller with friendliness and professionalism. Grammar, tone, word choice, and confidence all come together to create that mood-changing experience.

Give Them What They Don’t Even Know They Want. This concept is also known around Ruby as “Practicing WOWism.” A hesitation in your voice when we ask you if you want to speak with “Joe from Warehouse Unlimited” is a cue for us to offer to handle the call for you. A whereabouts update mentioning an unexpected trip to school to pick up a sick child might prompt our receptionists to offer to call and cancel your afternoon appointments.

Make Meaningful Connections. Getting to know our clients isn’t just a fun, rewarding part of the job — it’s integral to our success. We train on it, measure it, create incentive campaigns around it, and develop technology to support it. We know we’ve succeeded when we are no longer viewed as a service, but an integral team member in your growing business.

How can the pyramid work in your business? In the coming months we’ll be digging deeper into the pyramid and how Ruby practices each of the levels.

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