JDB 157: Jill Nelson, CEO Ruby Receptionist | How Firm Culture Impacts Customer Service and Solving the Law Firm “Phone Problem”


In this week’s episode I interview the founder and CEO of Ruby Receptionists Jill Nelson. Jill shares with us the inspirational story of her company’s humble beginnings and its meteoric rise.

40% of Ruby’s 5,000 small business clients are lawyers – giving Jill an interesting perspective on lawyers and the way they interact on the telephone with their clients. She also shares her thoughts on why firm culture is such a big component of providing great customer service.

Jill Nelson Profile:

  • Started Ruby Receptionists in 2003
  • Fortune Magazine named Ruby Receptionist the #1 Small Company to Work for in the U.S. in 2013.
  • Currently has 300 employees
  • 2013 Entrepreneur of the Year, Entrepreneur Organization

5 Minute Receptionist Makeover & Ruby Service Pyramid

Ruby Receptionists has provided us a copy of their handout on their Service Pyramid and some great tips for your law firm receptionist in the 5 Minute Receptionist Makeover.  Click HERE to download a free copy.


JDBlogger Pro is the home of the JDBlogger Mastermind Group and where all of the premium content is found. This week I launched a new tutorial on how to use Facebook Live to create online content for your law firm. Click HERE to more information on joining JDBlogger Pro!

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