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Receptionist Etiquette Tip: 3 Steps to Turn a Tough Call Around
Photo by Rachel Titiriga If telephone answering is part of your job, odds are you’ll cross paths with a frustrated caller at least once. Although tough phone calls are certainly not the norm at Ruby®...
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3 Tips for Responding to a Frustrated Message
Ever return to your desk after a meeting or lunch break to find a message from someone who is not in a good mood? Responding to a frustrated associate is something most of us dread, but at Ruby®, we...
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Client Spotlight: RambeckLaw
You end up wearing many hats when you strike out on your own, handling everything from customer service and billing, to ordering supplies and answering the phone. All those distractions can add up and...
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Paging Dr. Ruby Ep. 5: Handling Frustrated Callers
Everyone has bad days now and then, and that includes your callers. So we weren’t surprised when we received this question from Ruby fan, Michael: “As the owner of a small company, there’s nowhere...
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Understanding Phone Forwarding Options
Forwarding your phone for the first time can be a tricky business. There’s a good chance you’ll find yourself having some confusing conversations with some less-than-helpful service representatives....
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Create a Better Customer Experience By Eliminating Scripts
Have you ever called a company’s support line looking for help, only to hear the same lines you’ve heard a million times before? How did that make you feel? Great customers experiences are driven by...
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5 Statistics Proving Customer Service Should Be Your Focus
Whether you’re a new business starting out, or a company with years of history, here are five statistics about customer service you should consider when creating your company’s strategy for the new...
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Start with the Foundation for a Strong Company Culture
We’re often asked how our company has been able to grow without losing the unique culture that allows us to provide such exceptional service. The answer? Keeping ourselves grounded in our core values...
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A Lesson in Choosing Value Over Price
I’ll be the first to admit I’m a bit of a miser. From hoarding my Monopoly money as a child to receiving my haircuts from beauty students well into adulthood, I’ve always preferred to sacrifice in...
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Client Spotlight: True Blue Life Insurance
When you’re evaluating a service that will impact your entire family, it’s a good bet you want that company to be warm, personable and available when you need them. Brian Greenberg understands the...
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Top 5 Customer Service Stories from 2015
As we enter the age of the customer, companies of all sizes and industries are working fervidly to create processes that improve service. Yet, great customer experiences are not something you can...
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Fess Up to Your Mess Up
Have you ever called a service provider with a complaint? Most of us have, and most of us can recall an unpleasant experience or two. Whether the customer service folks on the other end seemed...
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10 Opportunities to Send a Handwritten Notecard
Birthdays and holidays are wonderful reasons to send a handwritten note to a client. But if you’re aiming to create connections, don’t wait for these annual events to roll around—any time is a great...
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5 Common Phrases That “Spook” Your Customers
Creating a personal connection with customers is vital to any business’ success, and so much of that connection hinges on the use of warm tone and positive phrasing. A negatively-toned phrase directed...
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Top 5 Best Small Workplace in the U.S. Four Years Running!
Ruby’s success as a company is not defined only by our client count and company growth. When Jill Nelson founded the company in 2003, she sought to build a company where employees loved coming to...
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Ruby & Clio—Together At Last!
At 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...
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Client Spotlight: Marquam Group
Ruby has been delighted to answer phones for Marquam Group, a company focused on building business driven technology solutions, for almost two years now. We had the pleasure of chatting with Chad...
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Never Miss a Call: Ruby Answers 100% of Calls Live
Here’s an interesting factoid for all you service sticklers out there: 67% of customers have hung up the phone out of frustration if they could not talk to a real person, according to a Consumer...
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How Ruby Builds Customer Loyalty
At Ruby, we pride ourselves in being an integral part of our clients’ team. Any opportunity to make their lives easier and better genuinely delights us! We are thrilled to retain many long-term...
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3 Steps to Becoming a Networking Rockstar
The holiday season is upon us and you know what that means—mingling and making new connections at holiday parties! Of course, creating connections can be tough if you’re an introvert or struggle with...
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