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The Phone Lady's Blog

Mary Jane Copps

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Are Your Conversations on Cruise Control?

By Mary Jane Copps | May 12, 2019

My life as The Phone Lady is incredibly varied because most of my workshops and webinars are customized to clients’ specific needs. Yet all of my clients have a similar goal: they want to create strong, excellent relationships with their clients, customers and prospects. This … Read more

Want Strong Relationships With Your Clients? Then Act Like It!

By Mary Jane Copps | May 5, 2019

As many of you know, I recently dove into creating online courses. This has involved a massive learning curve – well, less a curve than a continual roller coaster (and I’m not a fan of roller coasters). The process could have been shorter – and … Read more

“Best Time” Statistics Support Procrastination

By Mary Jane Copps | April 28, 2019

In 2009, when I decided to experiment with something called “blogging”, all the pundits said I shouldn’t post on a Sunday. Sunday, apparently, was the worst possible day; no one opened and read blogs on Sunday. But, for a variety of reasons, it worked for … Read more

There’s a Customer Service Crisis Headed Your Way!

By Mary Jane Copps | April 7, 2019

A bank teller wants to do more for the customer who suddenly requests all their funds but is confused and forgetful throughout the transaction. A dentist wonders what she can do for a long-time patient who struggles to pay their bills because they can’t remember … Read more

Are You Ignoring Your Receptionist?

By Mary Jane Copps | March 30, 2019

Sometimes, on the most hectic of days, we find the time to do that something extra that needs to get done, right? I had one of those days a few weeks ago and as I was rushing about to make sure I had everything I … Read more

Remorse, Realizations and Reality

By Mary Jane Copps | March 24, 2019

My post of March 10 created feedback and debate, not only here on my website but on social platforms. Similar to most creators of a regular blog, I was thrilled this happened. Not only that, I learned a lot from the ensuing discussion that will … Read more

Clear the Queue vs. Deliver Excellence

By Mary Jane Copps | March 17, 2019

Sara Moginot is a customer service aficionado, a regular reader of this blog … and the author of this article. While walking along the beach one afternoon, I watched my big red dog dart in and out of the waves. Groot brings zest to everything he … Read more

Two Phrases That Kill Your Business

By Mary Jane Copps | March 10, 2019

Living on the East Coast means winter is always a mix of snow, rain and ice. The order in which this precipitation appears, combined with the amount that arrives and whether the temperature stays above or below zero, can create incredible challenges for pedestrians, drivers … Read more

What’s Your Post-Sale Process?

By Mary Jane Copps | March 3, 2019

There’s no doubt that it’s great to make a sale. Tons of work and effort go into the moment when a prospect finally becomes a paying customer, so it’s definitely something to celebrate but … what comes next? Do you know? Does it bring value … Read more

The Four Factors That #InspireConversation

By Mary Jane Copps | February 24, 2019

A factor is an “influence that contributes to a result or outcome”. With our prospects and customers, we want our conversations to move everyone forward into decision making and deeper relationships. There are four factors we need to work with to make this happen. Understanding … Read more

Coaching Yourself Through Setbacks

By Mary Jane Copps | February 17, 2019

In a recent workshop, a participant asked, “How can I stay focused and positive during difficult times, when no one is answering their phones or conversations aren’t resulting in booked appointments?” While I’m by no means an expert on creating optimism and enthusiasm, a recent setback taught me … Read more

Incivility Costs Us … Even After the Call!

By Mary Jane Copps | February 10, 2019

Sara Moginot is a customer service aficionado, a regular reader of this blog … and the author of this article. From sarcasm to bullying, incivility in the workplace reduces productivity, lowers morale and increases employee stress levels. Whether we are a victim or a witness, there’s … Read more

Connecting with Your Compassion – 7 Easy Steps

By Mary Jane Copps | February 3, 2019

After reading my post about a recent car accident and compassionate communication, Duncan Ebata of Shift! Food in Wolfville, NS, sent me this question on Instagram: “How do we structure conversations to have more compassion and still get what we need done?” Great question! How can we … Read more

A Dog, a Kayak and a Phone Lesson

By Mary Jane Copps | January 27, 2019

Sara Moginot is a customer service aficionado and a regular reader of this blog. She recently had a “light bulb moment” while enjoying an outdoor adventure with her dog … something that’s valuable for all of us to consider when our phone rings. What did … Read more

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Archives

CBC News
CRTC has recently taken new steps to fight fraud calls and phone scams. Read (and listen) to what Mary Jane has to say about this problem.
Cold Calls: The Psychology Behind the Human Voice - listen to this podcast featuring The Phone Lady.
This Hour Has 22 Minutes
Episode featuring The Phone Lady - watch Telephone Lessons for Millennials.
The Wall Street Journal.
Some on Wall Street are hanging up on voicemail. See what The Phone Lady has to say.