At Ruby, we empower our employees to use their own unique personalities to step outside the lines and deliver truly exceptional customer experiences. This month’s WOW Story is a perfect example of this management philosophy in action.
Picture this: You’re at the bowling alley with your co-workers for a special, off-site team building session—a rare chance to connect outside the office. You’re loving the appetizers. You’re nailing those strikes. You’re having such a fantastic time, you’ve totally forgotten about the silly rented shoes you’re wearing.
Suddenly, you check your phone (because hey, it’s still business hours) and realize that something is wrong with your company phone line. Do you have to abandon your game early to go back to the office and fix the problem? Not if you have Ruby!
When Paul found his team in this exact situation, he knew they could rely on Ruby to handle the situation. Paul gave us a call and reached Alex, all-star Ruby Problem Solver and Happiness Maker.
After a bit of digging, Alex discovered that the issue was on the side of Paul’s phone provider. Rather than just passing this information along, Alex took it upon himself to work directly with the provider to resolve the issue as quickly as possible. He recognized that the best experience in this moment for this customer was to break all the rules. No missed bonding, no annoying wait times.
Paul couldn’t believe it. He wrote in to Alex’s manager, bragging about the service he received and the lesson he shared.
Just wanted to take a second to let you know how wonderful of a job Alex did to help our business in a challenging situation. He went out of his way to help so our fun activity didn’t have to be ruined. This got done quickly and efficiently without any business interruption. This is amazing customer service. I will be sharing this with my team of how we should act and wanted to share with you.