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Jill Nelson

A driven entrepreneur passionate about building a one-of-a-kind company, Jill Nelson has grown Ruby Receptionists into a four-time winner of FORTUNE magazine’s top five Best Small Companies to Work for, and a Portland Business Journal’s Fastest Growing Companies in Oregon recipient for the past nine years. Since founding the company in 2003, Jill’s vision for Ruby includes a workplace in which people are excited to come to each day, and are inspired to learn, grow, and connect with others. Today, Ruby’s 430 employees provide live receptionist service to more than 6,500 small businesses throughout North America and relentlessly pursue Ruby’s mission of creating real, meaningful connections to deliver memorable customer and employee experiences.
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How to Create a Culture of Excellent Customer ServiceWhen I founded Ruby Receptionists 14 years ago, my aim was to help small businesses become more efficient by “offloading” their phone duties. As with many startups, those early days were both exciting, and filled with gut-wrenching worry about whether the money would run out before the value of our service was discovered. Not only were we unknown, but the whole idea of a “virtual receptionist” was unknown too, and our marketing budget was practically nil. Thankfully, we found a small but raving customer base who stuck with us, and told anyone who would listen how we were the best thing that had happened to their business.
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Topics: Customer Service, Culture

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