How To Develop A Service Pyramid to Deliver Stellar Client Service Every Time – Guest Lecture with Christina Burns


Today we are very fortunate to be speaking with Christina Burns who is the Director of Client Happiness at Ruby Receptionists.  Their understanding of customer service is so deep, their results so stellar, it is why this company is growing by leaps and bounds and you will only find glowing reviews. Christina understands, and Ruby Receptionists lives and breathes, customer service. They have developed a Service Pyramid which is at the core of their client service. Christina will teach you how to implement your own Service Pyramid to improve your clients’ experience with your law firm.  We are proud to call them a strategic partner. Listen and learn:

  • What is true Customer Service?
  • Why can two lawyers be nearly identical in services, but one attracts more loyal clients?
  • How can lawyers build trust?
  • What are some key phrases that lawyers should stay away from when communicating with clients?
  • What are some other ways to make sure you’re delivering an exceptional experience?
  • …and much more!

Learn more about  Ruby Receptionists in the Solo Practice University® COOP.

The audio is about 40 minutes. Listen directly below.

Download (.MP3)

Christina Burns:
As Ruby’s Director of Client Happiness, Christina focuses her time and energy on maintaining the unique culture of our Client Happiness team. She is honored to lead a group of such exceptional people, and is fiercely dedicated to their growth and development. She believes a solid foundation of knowledge and understanding is the key to a happy workplace, and loves guiding people to “ah-ha!” moments. She’s been with Ruby since 2009.

Ruby Receptionists:
Hearkening back to an era when every call at an office was answered by a friendly receptionist, Ruby Receptionists provides personalized live, virtual receptionist services to thousands of small businesses throughout North America. Ruby leverages proprietary technology combined with smart, charming receptionists who live five core values — Foster Happiness, Practice WOWism, Create Community, Innovate and Grow — to deliver its unique vision of customer experiences. Founded by Jill Nelson in 2003, Ruby Receptionists has gained national recognition for its success, being named a top five Best Small Company to Work for in the U.S. by FORTUNE magazine’s four years in a row (2012-2015). Learn more at

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All opinions, advice, and experiences of guest bloggers/columnists are those of the author and do not necessarily reflect the opinions, practices or experiences of Solo Practice University®.

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