There are just 43 days until Delight 2012, and we’re getting pretty anxious to introduce the people behind the event this year! With 15 speakers from 10 stand-out brands, we’re kicking off the “Delight 2012 Speaker Meet and Greet” blog series with a Portland local, Jill Nelson from Ruby Receptionists. Want to hear more about what makes Ruby Receptionists so successful at building a “culture of WOW”, and get to know Jill? Read on.
Tell us a little about yourself, Jill – life before Ruby, life at Ruby… you’ve had some big wins lately!
Well, I am one of those rare Oregonians –I’ve lived in Portland all my life (except when I went to the U of O!) Before Ruby, I was a receptionist for a business broker, and then a business broker myself. I looked at all the businesses that came across my desk, wanted to launch an executive suites business, but I just didn’t have the money to fund it. The question that started Ruby Receptionists ultimately was “How could I be of service to small businesses, and launch something on a shoestring budget?” And that’s how Ruby Receptionists happened!
Yes, Ruby has had some wins, most recently we were awarded our Lighthouse Award from the Portland Business Journal for five consecutive years on Oregon’s fastest growing companies’ list. But I’m most proud of Ruby being named one of the top 10 places to work in Oregon by Oregon Business Magazine for the past two years .
How has Ruby grown since you founded the company in 2003?
In 2003, there were 4 of us – today we have 98 employees. (By October 18th, I’m anticipating we’ll have well over 100.) What we sell is great customer experiences. Our strategy for growth is to keep our customers happy and keep them talking about us. Currently we are growing at a 50% clip.
How is “Delight” ingrained in the Ruby Receptionists culture and process?
Our core values combined really facilitate delightful experiences. We think about doing whatever it takes to make someone happy, giving customers something before they even know they want it – to deliver that extra something without them asking. Our values inform every single decision, from evaluating employees, campaigns, and processes, to perpetuate great customer experiences.
What do you hope attendees will take away from your session at Delight 2012?
For business owners, it’s that customer experience is a bottom line issue. And for those creating the experiences, it’s about creating real, meaningful connections with the person on the other end of the line, or email, or computer.
What are you looking forward to most at Delight 2012?
I’m most excited about hearing everyone else speak, hearing what’s going on in the community in terms of creating unique & wonderful experiences!
I can say the alphabet backwards – I learned in 1st grade, never forgot!
Well we’re certainly looking forward to putting this alphabet-recitation to the test, and hearing more about the Ruby story on October 18th. Tickets are going fast, so grab yours soon – and stay tuned for more speaker interviews over the next few weeks!