WOW Story: Nobody Here but Us Chickens

Customer Service Chickens

Picture this: It’s Friday afternoon. Your co-workers have all slowly trickled out of the office, the closed sign is on the door, and the weekend is within your grasp. You’re just packing up for two days of fun when your desk phone rings. What do you do?

You could easily ignore the call, leaving the message until Monday. Or you could answer and see who Ruby has for you—just in case it’s important. If you’re Ruby customer Natasza, you definitely take the high road…with a big smile, to boot!

Ruby receptionist Rachel recently reached Natasza two Fridays in a row. These calls were Rachel’s last of the day in both instances and, in both instances, Natasza’s office was technically closed. But Natasza took Rachel’s call anyway and Rachel was struck by how chipper and cheerful Natasza always seemed to be, especially late in the afternoon on a Friday.

Rachel took the time to create a beautiful, hand-drawn, personalized notecard and share her delight with her favorite Friday customer. And she couldn’t have done it any better!

In true Natasza style, she responded with a notecard of her own, one-upping the original connection by adding a fun pencil and chicken flingers to the mix. (What are chicken flingers? Apparently, you stretch them on your finger and fling them across the room for endless office fun!)

Thank you so much for your kind words as well as your fantastic decorative card. It’s hanging in my cubicle. It’s a pleasure speaking with you when you call in. Thank you again for taking the time to spread cheer to me. I appreciate you taking the time. You’re the best.
Natasza

Clearly, Rachel’s kind words made quite the impact on Natasza. It just goes to show that you can never underestimate the power of a handwritten note. Now just watch where you’re flingin’ them chickens, Rach!

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Don’t Worry, Be Happy on International Happiness Day

Ruby Receptionists Service Pyramid

With titles like “Problem Solver & Happiness Maker,” “Service Kickstarter & Happiness Builder,” and “Happiness Cultivator,” International Day of Happiness is one of our Customer Happiness team’s favorite holidays!

While the Customer Happiness team goes through rigorous and continual training to ensure we’re prepared to support our customers and program beautiful instructions, a desire to fulfill our core value of Foster Happiness is something that can’t be taught. Here’s our manifesto:

We are a league of superheroes. We are leaders, advocates, and friends, who are masters of sharing Ruby® magic. We believe in simple and creative solutions. We embrace change and celebrate innovation, teamwork, and tacos. We act with integrity and assume charitable intentions. Together, we define, embody, and elevate the standards of world-class service.

Each of us is here because we have a calling to make people happy—and that extends to our customers, callers, and colleagues. We do this with help from the Ruby Service Pyramid®.
The base of the pyramid is Be Prepared with the Right Infrastructure. Our Kickstarter team works hard to ensure that our new accounts start off on the right foot by programming beautiful instructions for receptionists and providing new customers with everything they need to know about getting started with Ruby.

Next up, Do What We Say We’ll Do. Problem Solvers & Happiness Makers own the customer experience once they’re all signed up. If a customer needs us to start handling a new type of call, we’re there to program those instructions in a way that will remain consistent for our receptionists. If there’s ever a mistake or a misunderstanding, we’re there to ensure that those are corrected, and the root of the concern is resolved.

Foster Happiness is so important to us that it’s both a core value and a level of the Service Pyramid!

Customer Happiness is also there to Create Experiences. Receptionists reach out to Customer Happiness every day, to connect customer calls our way and to alert us of any updates that might need to be made. While Customer Happiness is located in a separate office, we make it our mission to connect with receptionists to create one large community as a company. This might be as simple as including a cute cat photo in my email reply, or sending a handwritten notecard to let that one receptionist who always makes me smile know that I’m thinking of them.

Moving our way up the pyramid, we find Give Them What They Don’t Even Know They Want. Let’s say we just added a new instruction to ask callers a few new questions when taking a message. Rather than adding the instruction and leaving it at that, our customer might get a call from the Problem Solver they worked with a few weeks later, just to check in and see how those changes are working out. It’s more than a passive exchange, it’s a full-circle conversation that the customer didn’t see coming.

If we’ve fostered happiness by mastering the Service Pyramid, then we reach the very top—Make Meaningful Connections. This is my favorite piece. There’s a customer I sent a handwritten notecard to as a receptionist back in 2016, just thanking them for making my day. This customer not only reached out through work channels to thank me, but stayed in touch personally after learning we had a few friends in common. To this day, we write each other now and then just to check in. He sends me articles that he knows I’ll be interested in, and I share pictures of events I attend with our mutual friends.

Now, this won’t happen on every call, every email, or even every face-to-face meeting. But the relationship and friendship I’ve built with this customer is the Customer Happiness special sauce—we foster happiness by taking a genuine interest in the lives of our customers and each other.

So, on this International Day of Happiness, I ask you to not only think of something that makes you happy, but take that and share it with someone else.

Learn More About the Ruby Service PYRAMID

WOW Story: Cold Hands, Warm Heart

Customer Love at Ruby Receptionists

At the beginning of winter, we are often more likely to welcome the crisp air, pulling our coziest sweaters and softest mittens from the depths of our closets. By February we start dreaming of a little more sun and a lot more warmth.

Ruby customer, Gwendolyn was stuck with a bad case of the winter blues. Who could blame her? She woke up one morning to a 31-degree day in North Carolina, a state with a typically temperate climate.

On this particularly frigid morning, she spoke with receptionist, Tyzoe. Gwendolyn mentioned that she was feeling pretty chilly and was finding it hard to be her natural, positive, upbeat self. Tyzoe asked Gwendolyn to do her best to stay warm and wished her well.

Of course, Tyzoe being a Ruby, this wasn’t the end of the story. Tyzoe jumped on Amazon and picked out a super-soft Snuggie to keep Gwendolyn toasty until spring.

Gwendolyn was truly touched by Tyzoe’s thoughtfulness and she reached out to show her appreciation. Her words speak not only to how amazing Tyzoe is but what an impact Ruby has had on Gwendolyn and her law practice.


A Warm Hello Tyzoe,

I arrived at my office to see a gift waiting for me. Now, who doesn’t love gifts? I am absolutely overcome with gratitude and joy. Thank you for the Snuggie. I love it, love it, love it. I have known from day one that I struck gold with Ruby Receptionists. My one wish in life is that I live my life in such a way that I am found worthy. I see in you the character that I behold. Being a lawyer isn’t what I do, it’s who I am. You too, are much more than your role at Ruby. I carry your kindness with me always.

And yes…

It is still cold. I know this beautiful Snuggie will not leave my side. ❤

Sincerely,
Gwendolyn


Fantastic work, Tyzoe! Your story has warmed my heart. (Pun totally intended!)

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WOW Story: National Lampoon’s Ruby Vacation

The holidays are a time for tradition; a time for nostalgia; and, if you’re last name happens to be Griswold, a time for some potentially groan-worthy movie references.

Ruby Receptionist, Tyler Griswold is certainly familiar with this annual phenomenon. And it seems he’s found a kindred spirit in customer, Jeff Griswold.

When Tyler remarked on their matching last names, he and Jeff began swapping stories of people connecting them to the fictional Griswold family from the National Lampoon Vacation films. To help Jeff get in the holiday spirit (and show his Griswold team pride), Tyler ordered a Clark Griswold desk ornament à la National Lampoon’s Christmas Vacation. It was holiday season, after all!


Ruby WOW Gift

Tyler, thanks so much for the Clark Griswold desk ornament. I love it.

We are entering that time of year when we Griswolds start to hear all of the Christmas vacation one-liners from people we meet. “Ha… no way… are you related to Rusty?! Is your dad Clark?” As Griswolds we must smile politely and feign laughter, pretending that we haven’t heard that same exact thing for the 6th time this week.

Hope this finds you well and thanks again,
Jeff


At least both Tyler and Jeff have a great sense of humor about their predicament! And honestly, there are worse names they could share…

Tyler, thanks for bringing that classic Ruby charm to Jeff! You’ve proven that sometimes sharing a laugh is the perfect remedy for a case of the Griswolds.

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WOW Story: The Steve Miller or a Steve Miller?

Ruby Receptionists WOW gift

If you’re a fan of classic rock, you’re definitely familiar with the Steve Miller Band. Or maybe you’ve just seen Happy Feet and recognized that cover of The Joker. Either way, there’s no denying that the Steve Miller Band owns a place in rock history.

Ruby Receptionist, Sarah B. definitely knows who Steve Miller is so she perked up a bit when she spoke with a caller of the same name a few weeks ago. Steve called Ruby customer Shelly, searching for estate planning services. Shelly and Sarah shared a good laugh about whether this was the Steve Miller or simply a Steve Miller.

Of course, Sarah couldn’t let this opportunity pass her by. She hopped on Ruby’s Amazon account and found Shelly a CD of the Steve Miller Band’s greatest hits and a Steve Miller Band button.

Shelly definitely got the in-joke! She loved Sarah’s gift and wanted to make sure that she was recognized for going above and beyond.


Customer Service WOW Story

“I just wanted to thank Sarah B. for sending me the Steve Miller Band CD and Button!!! We had a funny conversation the other day about a man that called in named “Steve Miller”, and she actually sent me the CD! I love the Steve Miller Band! Rubies always go above and beyond, but Sarah was really sweet, and I hope you recognize her for excellent service!”
Thank you!
Shelly


Truly excellent service! Sarah certainly made a genuine connection with Shelly and that music is sure to remind her of Sarah (and Ruby) from now on.

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WOW Story: Aloha from Ruby

What’s better than going on a Hawaiian vacation? Coming back to the office to find a custom-made video waiting in your inbox.

Sometimes the perfect gift isn’t a gift at all; at least not in a traditional sense. When Associate Problem Solver, Chloe got a status update from Danielle, she knew this was much more than business as usual.

Danielle emailed to let Ruby know that she’d be heading to Hawaii for a few days and asked us to hold her calls during that time. Not a particularly unusual request, but what Chloe did next is certainly going above and beyond. Chloe marked Danielle’s return date on her calendar as a reminder. In the meantime, she wrote a personalized song for Danielle to help her ease back into life on the mainland.

When her calendar reminder popped up on Danielle’s return date, Chloe grabbed her ukulele and recorded the song for Danielle to make sure she got it at just the right time. Clearly, Danielle was impressed.

She emailed in to Ruby not once but twice to brag about Chloe’s rhyme skills, share her delight, and recognize how proud she was to work with Ruby.


“The fact that Chloe took my vacation info, executed it perfectly, and then sent me a fun video that made me smile was simply awesome. I am proud to be hers and Ruby’s partner!”


What’s more, Chloe only picked up a ukulele for the first time two years ago. Since then, she’s been making strides in learning the instrument, and has even started her own YouTube channel to share her music.

Using her own unique personality and talents to create connections? Sounds like a Ruby, alright!

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WOW Story: Hometown Hello

Ruby Receptionist WOW gift  Ruby WOW gift

Ruby has customers all over the continent; from New Brunswick to New Orleans and Salem, Massachusetts to Salem, Oregon. So, when Ruby receptionist Kaleigh saw Holly’s address flash across her screen on an incoming call, she was delighted to see they both hailed from West Des Moines, Iowa.

“Holly’s office is in my hometown! I know exactly where they are located! Of all of the Rubys that could have answered, it was me! Now is that meant to be or what?!”

Kaleigh ordered a bit of Iowa nostalgia along with a Portland gift to bridge the gap between their current hometowns. Holly received a beautiful vintage Iowa poster for her office and a Portland snow globe for her desk—and was definitely charmed!

She sent Kaleigh a gift in return, another Iowa relic, this one from the University of Iowa’s Hawkeyes. It seems now that she and Kaleigh have made this connection, Holly is beside herself with Iowa pride!


“You were so sweet to send a package to me. What a wonderful surprise. It’s funny, after we talked, I got an email from someone at Ruby that I thought was you. I responded back, “Go Hawks!” and she was very much confused! Haha, (but amused!) Anyhow, I just wanted to say thank you for thinking of me.”


Talk about paying it forward! You just never know when a kind note, personalized gift, and meaningful connection really hits the mark. GO HAWKS!

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WOW Story: Right Up Their Alley

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.

Thanks, Paul


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