Ruby Receptionists Employee Journaling Campaign Increases Happiness and Improves Accuracy by 60%

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Virtual Receptionist Service’s Happiness Program Inspired by Positive Psychology Expert Shawn Achor

... Our commitment to happiness has generated serious business results in terms of employee accuracy and productivity.

Can increasing happiness actually give businesses a competitive edge? The management team at Ruby Receptionists, a leading provider of live virtual receptionist services, believes it can — so much so that “fostering happiness” is one of its core values. In fact, the company’s passion for happiness recently inspired management to create an innovative Happiness Journal program that increased employee happiness and, in turn, produced bottom-line results. Before the six-week program began, Ruby had an already impressive service record of 1 error reported per 1,000 calls; after the program, Ruby reduced inaccuracies to 1-per-2,500 calls — a 60% improvement in accuracy.

Ruby management created its unique program based on Shawn Achor’s work as a positive psychology researcher at Harvard University and from his book, "The Happiness Advantage." Achor’s research explores how business professionals can reprogram their brains to become more positive in order to gain a competitive edge at work. According to Achor, employee happiness raises nearly every business and educational outcome, including sales, productivity, task accuracy — and a wide range of health and quality-of-life improvements.

Ruby’s six-week happiness initiative focused on helping employees train their brains to be more positive not only about work, but about life in general. To accomplish this, employees performed daily positivity exercises in a specially designed journal. Daily journal entries included:

  •     Listing three new things the participant was grateful for that day.
  •     Writing about a positive gratitude action for the day.
  •     Journaling about a positive experience from the past 24 hours.

Optional “happiness boosters” for the day included exercising for at least 10 minutes and spending at least two minutes meditating. Each employee who successfully completed the program then became eligible to win an expenses-paid trip to Hawaii for two; virtual receptionist Anastasia Poirier was randomly selected from the pool of qualified entries to win the trip.

“Having ‘Foster Happiness’ as one of our core values might strike some people as unconventional or maybe even frivolous, but our commitment to happiness has generated serious business results in terms of employee accuracy and productivity,” said Jill Nelson, Ruby Receptionists CEO and Founder. “It has been extremely gratifying to see how investing in our employees’ personal growth, development and overall happiness has generated significant business results that enable us to provide an even better customer experience for our clients.”

Ruby’s friendly, professional receptionists provide a cheerful, personal alternative to automated voicemail, pre-recorded menus and other examples of a poor customer experience that have become the norm in recent years. The company’s overall goal is to counter the often impersonal dynamic of today’s technology-driven world by helping foster personal connections between Ruby clients and their callers.

Harkening back to an era when every call to an office was answered by a friendly receptionist, Ruby Receptionists provides personalized live, virtual receptionist service to small businesses and professionals throughout North America. Ruby leverages proprietary technology and its people live four Core Values – “Foster Happiness,” “Practice WOWism,” “Create Community,” and “Innovate” – to deliver its unique vision for customer experience. Founded by Jill Nelson in 2003, Ruby Receptionists was named one of the "100 Best Companies to Work for in Oregon” in 2010, 2011, and 2012 (Source: Oregon Business) and has ranked as one of Oregon's fastest growing companies for five consecutive years (Source: Portland Business Journal). For more information about Ruby Receptionists, please visit

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Kevin Gillam

Monica Spoelstra Metz
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