Webinar: 21 Hacks to Increase Your Firm’s Profitability

Law office window reflection

Did you know a law firm is a relatively simple business to run?

Yes, you read that right. Compared to practically every other kind of business, a law firm has relatively fewer moving parts, requires far less working capital to start and run, profit margins are high enough to make most other business owners green with envy (25%-45%!); and the risk profile is low and highly-manageable.

But here’s the problem—add up the courses you took back in law school about how to manage a highly profitable law firm. Your total probably came to “zero”, right? Is it any wonder there are so many great lawyers who aren’t having such a great time running their own law firm?

That’s why Ruby Receptionists and How To Manage a Law Firm are teaming up for this 90-minute webinar, sharing 21 simple hacks that can transform your practice. Here’s just a sample of what we’ll be covering:

  • Three easy to understand numbers any lawyer can use to accurately predict revenues 90 days in advance
  • The eight little words your clients will LOVE to hear that will trigger an extra thousand dollars a month of revenue (probably MORE!)
  • How can you save 5% on your malpractice insurance premiums by writing just one simple thing on the outside of all your files

Register Now

About the Presenter: RJon Robins, Founder & CEO of How To MANAGE a Small Law Firm

Rjon RobinsRJon’s firm is widely regarded as the leading provider of outside managing partner services exclusively for hundreds of small law firms nationwide. Combined, member law firm revenues average one million dollars of revenue per week. Inc. Magazine recently named How To MANAGE a Small Law Firm as the fastest growing privately held company providing outside managing partner services for solo & small law firms in the country. He got his start as a floundering solo law firm owner himself and today hundreds of small law firm owners fly across the country on a regular basis to get the chance you have right now.

How Ruby Became Ruby: Our Small to Big Story

Ruby

With millions of delighted callers and thousands of businesses grown, Ruby Receptionists® has a lot to be proud of—but it didn’t happen overnight. When we started in 2003, we had just four receptionists, one of whom was our Founder and CEO Jill Nelson. We originally went by the name “Worksource Inc.,” and we offered all sorts of services, including web design and copywriting.

As we grew, however, we found our clients really enjoyed one piece of our service best. We were hearing, “Gosh, your receptionists are so nice!” and “I have such peace of mind. I can focus on my business because I know when the phone rings, your receptionists will do whatever it takes to help me, that caller, and my company.” Clients even told us our receptionists were winning them business.

Gradually, we realized our strength was in making other people’s days through personal, meaningful connections. We decided the brand “Worksource Inc.” didn’t fit, and we became “Ruby Receptionists.”

Revolutionizing Company Culture

Around the same time, we gave our first employee survey. The results were generally positive—employees liked their coworkers and felt they were paid well. Yet, one theme emerged: many receptionists didn’t feel they were doing valuable work.

CEO Jill Nelson was concerned by this feedback. At the time, Jill was in charge of customer service and sales, and she routinely heard stories from clients about how our receptionists made their day and won them business. Jill knew firsthand our receptionists were doing incredibly valuable work! She vowed to make that clear to the team, and started with two big changes:

  • Sharing the inspiring feedback we receive from clients and callers through a mass email to the whole team via our “WeRock” email list.
  • Changing our hiring practices—rather than seeking employees with years of receptionist experience, our job ads beckoned: “If making someone’s day makes your day, we want to hear from you!”

Learning Through Adversity

Ruby’s true test came in early 2009 with the severe economic downturn. Many of our clients were struggling to keep their doors open, dropping services left and right to stay afloat. We knew our service had to be invaluable in order to make the cut. Clients needed to know we were on their team, and their success was our success. We launched our initial four core values during this time: Foster Happiness, Practice WOWism, Create Community, and Innovate. And staying true to those values worked—despite the tough climate, we grew our revenue 30%!

As our growth continued over the following years, the question became: how do we continue to nurture the Ruby culture, and make sure each employee knows they are empowered to positively impact and brighten our clients’ days? Jill sat down with every employee in the company and posed exactly that question. The Ruby Service Pyramid, the Ruby Spelling Alphabet, and our WOW Station were born out of these brainstorming sessions—just a few of the many ways we Incent, Inspire, and Empower® all employees to make meaningful connections on their own. And speaking of growth, in 2012 we realized something was missing from our core values, so we added a fifth value: Grow!

The Ruby Service Pyramid created by Jill Nelson

Looking to the Future

To help us reach our next stage of growth, Updata Partners acquired a majority share of Ruby in 2014, and we became Ruby Receptionists® Incorporated. The Updata investment allowed Ruby to transition from a service company to a tech-enabled company. As Jill put it: “The goal is to replace the phone company and allow a small business to run on Ruby and a cell phone.”

We rang in 2016 by moving to our new headquarters in downtown Portland’s Fox Tower, creating room for more friendly, professional Rubys in our Lovejoy and Beaverton offices. And it was with great pride that Ruby earned a top ten spot as a Best Company to Work for in Oregon for the seventh year in a row.

Our success over the years has proven that values aren’t a bunch of fluff—they’re a bottom-line concept. We’re grateful each day to do work we believe in: helping small businesses grow by creating personal connections in an era of impersonal service and robotic answering machines. With our values in mind every step of the way, we can’t wait to see where the future takes us. We hope you’ll join us for the journey!

Come Say Hello at ABA Techshow March 17-18th

ABA TECHSHOW 2013

Rubys like nothing more than to make personal connections—especially when it’s face to face! Next week, several members of our team will be in attendance at the American Bar Association’s annual TECHSHOW at the Hilton in downtown Chicago, and we want to meet you! Whether you’re a current client, interested in learning more, or just a fan of the Ruby brand, we’d love for you to stop by our booth (#503) and chat.

Additionally, our VP of Product, Katharine Nester, will be giving a live demo of Ruby’s integration with Clio’s practice management software at the Clio booth (403 & 405) on Thursday, March 17th at 10:00am. Don’t miss this opportunity to see how Ruby and Clio are streamlining the client communication process, saving attorneys time and money.

We look forward to seeing familiar faces and making new friends at the show!

The Story of Rubyland

rubyland board

Winter can be a tough time of year for employee morale. The days are shorter, mornings are darker, and the weather outside is anything but cheery. It is the perfect time to kick your employee engagement efforts into high gear and excite your team for the new year. At Ruby, this means launching into our year-end incentive campaign, Rubyland.

For several years, “Rubies for Rubys” was our end-of-year tradition. Rubys were given plastic rubies for completing tasks focused on building skills, client relationships, and relationships with fellow Rubys. At the end of the campaign, Rubys could shop for fun prizes using the jewels they earned as currency. When we added a second office in 2013, however, it became too difficult to handle so many plastic gems. With “Rubies for Rubys” due for a revamp, we set out to create an all-new campaign that would be easily managed across locations, as well as incorporate and highlight each of our Core Values—Foster Happiness, Innovate, Create Community, Practice WOWism and Grow. The result— Rubyland!

Based loosely on the popular children’s game, Rubyland challenges team members to complete 100 tasks derived from our Core Values. Each employee gets a task booklet and a game board.

The booklet contains 20 tasks per Core Value. Examples include:

  • Create Community by starting a 1 minute dance party in a communal space
  • Innovate by sharing a tip you use to make your day easier with a coworker
  • Grow by going on a tour of a local business that intrigues you and sharing your experience
  • Practice WOWism by sending a notecard to a client complimenting them on something you admire about them
  • Foster Happiness by leaving a funny or kind note in an unexpected place

Every space on the board represents a task, each color representing a different Core Value. Before a Ruby can mark off two spaces of the same color, they must first complete four tasks belonging to the other Core Values and mark off each space in between. For each task completed and space marked off in order, Rubys earn one ticket to be redeemed for prizes. Those who complete all 100 tasks achieve “Ruby Rockstar” status and have their name etched onto a special plaque.

Rubyland encourages Rubys to be the best they can be, both personally and professionally, along with building team camaraderie. It gives team members something to look forward to, as well as reconnects them with our Core Values right before our busiest time of year.

Ruby & Clio—Together At Last!

Ruby & ClioAt Ruby, we know communicating with clients is a critical part of an attorney’s job, but also one that can take up a great deal of time and energy. Keeping track of that communication can prove even more difficult.

Ruby Receptionists and Clio want to alleviate this burden and streamline attorney and client communication with our new integration. Now Clio users can automatically have Ruby messages and voicemail notifications sent to their Clio account, making it easy to associate these notifications with specific matters and contacts.

Communication log screenshot

For example, if a caller’s contact information matches the contact information of an existing contact within Clio, the Ruby message will automatically be assigned to that existing contact. Clio users can then go in and edit the message, add notes and contacts, or connect the message to a matter by typing in the matter number. Additionally, Clio users can add time to a message for billing purposes.

With Ruby and Clio together at last, attorneys will be able to:

  • Delight Callers: Callers are greeted by a cheerful, knowledgeable receptionist trained to deliver exceptional experiences.
  • Grow Your Practice: Missed calls are missed opportunities. Ruby answers 100% of calls live—13 hours a day, 5 days a week.
  • Break Free From Your Desk: With Clio’s cloud-based management software and Ruby’s ability to transfer calls to wherever you are, there’s no need to be tied to an office.

Enjoy peace of mind knowing your calls are handled by a highly skilled and friendly receptionist, while saving you time with all your client’s details in one place!

If you’re a current Ruby and Clio client, download our instructions for integrating your Ruby notifications into your Clio account.

For Clio clients interested in learning more about the Ruby/Clio integration, or how Ruby can help your practice, send us an email at hello@callruby.com.

WOW Story of the Month: The Power of Listening

Troy

At Ruby, we strive to acknowledge a caller’s unique experience and needs in every interaction. The importance of this increasingly rare human connection is often at its most apparent when we have the opportunity to speak with callers who are going through deeply emotional moments in their lives. It is in these moments that a Ruby truly shines, and our WOW story of the month is a perfect example.

A woman called into a Ruby asking to be connected to one of our client’s lines. She was very frustrated, having made several attempts to reach the client and not hearing back. Our receptionist, Troy, used everything in his Ruby toolkit to soothe the woman, taking a detailed message and reassuring her he’d do everything in his power to get her a call back. After completing the message, the woman asked his name. Upon hearing his name, the woman began to cry.

She had recently lost her son, also named Troy, due to tragic circumstances. Troy patiently listened to her story with empathy and an open heart. He even comforted her by sharing a related story from his own life, to reassure her that she was not alone.

“She told me that she was having one of the worst days of her life, and that she was so grateful that I took some time to visit with her. She added how surprised she was that she had told me the things she did. She said it must have been the kindness in my voice.”

In an increasingly technology-focused, virtual world, it can be easy to forget how important these meaningful connections are to our lives. Troy could have easily rushed past this moment, but he took the time to comfort the woman. As a result, that interaction will stay with the woman each time she calls into our client’s line. Ruby views these small moments as opportunities to not only fulfill a service, but create a better, kinder world.

Happy 12th Birthday Ruby!

Ruby through the years
We’ve come a long way!

12 years ago, Ruby Receptionists began its journey to restore the lost art of human interaction in an increasingly technology-focused, automated world. From our humble beginnings working out of a small office with leaky pipes, the last decade has seen us grow to two locations with more than 200 employees. Yet, despite our growth, our mission remains the same—to WOW callers and clients alike, fostering happiness with each and every call.

Today we celebrate the wonderful friends, colleagues, staff and clients who have helped us grow year after year. Thanks for making every year better than the last, and cheers to another year of innovation, growth and, most importantly, making personal connections!

Birthday

 

Introducing the Happiness Concierge Team

Happiness Concierge Team
The Ruby Happiness Concierge Team (From bottom left: April, Lisa, Jessie, Crystal, and Patti)

As Ruby continues to grow, the need for a dedicated team to handle client correspondence has grown too. That’s why Ruby is pleased to introduce the newest addition to our Client Happiness department—the Happiness Concierge team!

The Happiness Concierge team is committed to keeping our clients’ days running smoothly. Our Concierges are the first touchpoint for email communication between Ruby and our current clients. Any time an email is sent to staff@callruby.com, this group of Rubys is at the frontline to ensure everything we receive is handled by the right person—all while fostering connections with our clients! Happiness Concierges are here to help you in a number of ways, including:

Assists. If you would like Ruby to make outbound calls on your behalf, we are happy to do so! Perhaps you’d like us to confirm an appointment or gather extra information for you. The Happiness Concierges are on the job! They will make that call for you within an hour and send a follow-up email summarizing the conversation.

Status Updates. With our status feature, you can send Ruby updates to relay where you are, or a set of temporary instructions you’d like our receptionists to follow for the day. Aside from our handy Member Services site, iPhone, and Android apps, you’re also welcome to email us at staff@callruby.com. Our Concierges are there to make sure your instructions are updated quickly and accurately. They also make sure to carefully review any special requests submitted via our Member Services site and apps.

Triage. Happiness Concierges are experts when it comes to the ins and outs of Ruby. Our Concierges triage more than 900 emails day! Whether they are handling a status update or directing a client email to a different department, they make certain client correspondence is handled by the right folks.

Patti Crume, Happiness Concierge Cultivator, sums up the motivations for our Happiness Concierge team perfectly:

“We love to hear from our clients, and especially enjoy seeing repeat clients use our features. It allows us to make connections every time we help!”

Are you a current client of Ruby? Send your assist requests, whereabout updates, and general questions to our Client Happiness department at staff@callruby.com. Our Concierges look forward to making your day!