Customer Service is key! Learn the top three customer service superpowers from Ruby's Vice President of Customer Success, Christina Burns!

1. Service as a Superpower:
How a remote receptionist service
can increase profitability and boost productivity

2. • With Ruby since 2009
• 10+ years in the customer
experience field
• Obsessed with dogs
• Read my CX insights at
CXBurns.com!
Christina Burns
VP, Customer Success

3. Your Service Superpowers
Service as a Superpower | February 7, 2018 | #ROOFINGEXPO 3
• First Impressions
• Why and how first impressions
matter to you and your
customers – and what you can
do about it
• Productivity
• The cost of lost productivity and
surprising ways we lose
productive momentum
• Follow-Through
• The profit-generating
opportunities in maintaining a
strong focus on customer follow-
through

4. Winning business with memorable first impressions

5. 7 seconds
Average time it takes a
person to form an
opinion based solely
on first impressions

6. A customer is
calling!
Voicemail or Phone Tree
IVR (Interactive Voice
Response)
In-house receptionist or
other staff members
(maybe even you!)

7. Voicemail?!
67% will just hang up
75% report being
frustrated when they can’t
just talk to someone
70% of buying
experiences are based on
how the customer feels
they are treated
Source: https://www.helpscout.net/75-
customer-service-facts-quotes-statistics/

8. A human being!

9. First Impressions in Action
“In the first weekend, Ruby’s exceptional service
resulted in three sales orders, bringing in over
$20,000 in revenue. At the end of the week, Ruby had
earned the top spot on our sales team.”
- Justin Wekenmann, Odyssey Telecommunications

11. Losing
momentum
• It can take 23 minutes to
get back “in the groove”
after an interruption
• You can easily spend up
to 6 hours per day
managing interruptions
Source:
https://www.washingtonpost.com/news/inspired-
life/wp/2015/06/01/interruptions-at-work-can-cost-you-
up-to-6-hours-a-day-heres-how-to-avoid-them

12. Maintain
momentum!
• Hold your calls any time
with the click of a button
• Review calls and messages
in real time, on your
schedule
• Manage your day instead of
managing interruptions!

13. Productivity in Action
“I think that your services are great! You all have
really helped our company out. I get so much
more accomplished during the day, without being
distracted by phone calls. I am really impressed
with the quality of information collected, and the
prompt notifications!”
- Kate Ashley, Devine Bath

14. How many calls do you make each day?

15. Let us return your
calls!

16. Bonus – increase
sales!
• 70% of consumers are willing
to spend more when they
receive good service
• 60% of consumers will switch
to a competitor for a better
experience
Source: https://www.helpscout.net/75-
customer-service-facts-quotes-statistics/

17. Follow-Through in Action
“Ever since we signed up with Ruby Receptionists we've been
able to recover 10-15% of our inbound leads and over $1,600 in
marketing costs per month. That's a huge return for our
investment with Ruby Receptionists and we're just getting
started! I highly recommend Ruby Receptionists. They're
extremely professional, we love their service and so do our
clients!“
- Ariel Instueta, Instueta Roofing

18. What should you look for in a
virtual receptionist service?
18
• Do they answer all calls live during business hours, and
within just a few rings?
• Do the receptionists sound like they’re right in your
office?
• Are the receptionists friendly, delightful, and helpful?
• Do they charge any hidden fees, such as call connection
or message fees?
• Do they have a mobile app and customer website?
• Can they answer basic questions about your business?
• Do they deliver a great first impression to your callers?

20. The Human Touch
“As a small business owner I always try to deliver great
customer service on all levels and Ruby Receptionists
definitely gives me the edge. If I am in the showroom with a
potential new client or on the phone, I don’t want to divide my
attention to a new call. But each new call may lead to new
business. Hiring Ruby was the answer. Every call is personally
answered in a very friendly manner and the Ruby staff will
know to take a message based on rules that I can easily set on
my phone and now on my Apple watch. The human touch is
missing in so many transactions, and Ruby makes our business
standout.”
- Alan Andrews, North Star Stone

21. 3 Key Takeaways
• Deliver great first impressions by making sure a real person
always answers the phone
• Pay attention to lost momentum and productivity – your time
is valuable!
• When searching for virtual receptionists, ask a lot of
questions to ensure they’re delivering a great experience to
callers – and providing the human touch!