The Phone Lady's Blog

Inspire Conversation

Posts

Are We Excluding By Not Including?

By Mary Jane Copps | September 26, 2020
woman using cell phone

A few years ago I sat with two trusted colleagues and made numerous decisions about my company’s social media and marketing strategy. There were a few things that got added to the activities already in play. One of them, even though I was hesitant, was … Read more

What’s In A Name? Everything!

By Mary Jane Copps | September 19, 2020
nametags

It’s happened to all of us. We’ve called somewhere, perhaps a customer service centre, or a government department, or a company we are thinking about hiring. A person answers, or we reach their voicemail, and their name is so muffled, said so quickly, that we … Read more

Have You Done Your Year-End Math?

By Mary Jane Copps | September 12, 2020
doing sales calculations

There’s no doubt it has been a strange and challenging year. Some of us have had to press “reset” when it comes to our original 2020 financial goals, while others have thrived beyond their expectations. No matter your experience, you want to take full advantage … Read more

Questions That Will Improve Year’s End

By Mary Jane Copps | September 5, 2020
gear shift

Imagine that one morning next week you leave your home to go somewhere and find that your bicycle has been replaced with a motorcycle. Or your automatic car has been replaced with a standard. Or your SUV has been replaced with an 18-wheel tractor trailer. … Read more

Fear and Discomfort? You’re Learning Something!

By Mary Jane Copps | August 30, 2020
man with headset

About five years ago, I connected with Donald O’Connor on Twitter. Since then we have created a friendship founded on our shared interest and passion in sales and communication. Earlier this month, when he attended my monthly webinar, I discovered his wealth of great sales … Read more

What Are Your Great Questions?

By Mary Jane Copps | August 21, 2020
man and woman talking

Interesting and valuable conversations are often easily created with family, friends and colleagues. Can we create this same level of communication with prospects and clients? How do we inspire conversations that build trust and relationships, and deliver value to everyone? The answer is in the … Read more

Lack of Confidence = Miscommunication

By Mary Jane Copps | August 16, 2020
woman talking on the phone

“Communication is not saying something. Communication is being heard.” – Frances Hesselbein – Many of you already know my “just” story.  At the age of 28, building my first business and making outbound calls across the country, I was shocked to discover that turning a … Read more

Practice Patience with Your Persistence

By Mary Jane Copps | August 7, 2020
woman talking on the phone

There’s a struggle going on. No matter what industry my clients represent, or how smoothly they managed the initial COVID-19 lockdown, or how quickly they created a re-opening process … they are all still struggling on some level. The demands on their time seem to … Read more

Service Excellence … By Text!

By Mary Jane Copps | August 1, 2020
plumber texting

Sunday evening and the problem could not be ignored. No matter how hard I tried, or in what order I adjusted the shower and bathtub faucets, the steady drip, drip, drip remained. I could hear the hot water still running through the pipe even though … Read more

Please … Don’t Forget Your “Receptionist”

By Mary Jane Copps | July 25, 2020
receptionist speaking on phone behind desk

For many, many years receptionists were an exclusive perk of the upper echelon of the business world. As an employee moved up the “corporate ladder”, they reached a point where someone else started answering their phone. You can witness this in television series and movies … Read more

Be Interested or Be Forgotten

By Mary Jane Copps | July 18, 2020
woman talking on the phone

This past week I had a lot of opportunities to be a customer. I was on the phone frequently, gathering information on a wide variety of products and services. Each company had a slightly different approach to receiving my call. Everyone was polite and provided … Read more

The Phone Lady’s Best Quotes

By Linda Daley | July 11, 2020
woman speaking into a microphone

For over 10 years now, I’ve been admiring Mary Jane’s pithy advice and marvelling at the way she shares stories of both success and failure with insight and compassion. So, when I realized how busy she has been this week with developing new learning experiences … Read more

Follow-Up: Talking Yourself Into An Opportunity

By Mary Jane Copps | July 4, 2020

Disciplined follow-up with potential clients is a challenge for most of us. For some reason, our negative self-talk gets a bit louder and more assertive when it comes to this task. Some of the things we tell ourselves include: “If they’re interested, they’ll call me.” … Read more

Identifying Ideal Clients – A Case Study

By Mary Jane Copps | June 27, 2020
woman latking on the phone

One of the biggest challenges for small business owners, entrepreneurs, freelancers and independent service providers is … creating consistent revenue. Accomplishing this requires making “business development” a consistent priority. But what does this involve? What are the actions we need to take each day or … Read more

What’s Best When: Phone or Video Conversation?

By Mary Jane Copps | June 20, 2020
WOMAN ON VIDEO CALL

My initial reaction to the notion that phone calls would one day include cameras is very clear in my mind. I remember exactly where I was when someone shared this news item with me. It was sometime in the mid ’90s. I was standing outside … Read more

Maintaining Excellence: What’s Your Customers’ Experience?

By Mary Jane Copps | June 13, 2020
man talking on the phone

It is a whole new world when it comes to customer service. The pandemic has given every business a myriad of things to think about, implement and change in order to keep both staff and customers safe. It’s a huge responsibility. Despite all of this, … Read more

How Will Allison Inspire Conversation? Case Study Part II

By Mary Jane Copps | June 6, 2020
woman speaking on the phone

Several weeks ago Allison Smith of Dandelion Digital approached me with this question: Do you have resources on how to do this diligent research of ideal prospects? Since I did not have a downloadable resource to share with her (yes, this is now on the “to … Read more

Reopening: Patience and Compassion Required

By Mary Jane Copps | May 31, 2020
hair dresser booking appointments by phone

Reopening is not a return to things as they were earlier this year. We remain a world impacted by COVID-19. Yet this past week, several colleagues shared stories with me of their clients’ high expectations. There was someone who was surprised by a wait of … Read more

Researching Ideal Prospects: A Case Study

By Mary Jane Copps | May 23, 2020
woman working at desk

Last week Allison Smith read my post very carefully and responded with this question: Do you have resources on how to do this diligent research of ideal prospects? So … she’s become our first case study on how to reach your ideal target market. Allison owns Dandelion … Read more

7 Steps to Rejuvenate Your Sales Plan

By Mary Jane Copps | May 16, 2020
using calculator

For many businesses and individuals, the plan they created earlier this year to reach their financial goals is now obsolete. And with so many unknowns still in play, likely for some time to come, it can be difficult to create a new plan that delivers … Read more

Own Your Distractions

By Mary Jane Copps | May 9, 2020
dog at desk

Twenty-eight years ago, on May 15, my then business partner gave birth to her first child. We were in our fourth year of growing our company and while we did manage to organize a (sort of) maternity leave for her, once that time was up, … Read more

4 Reasons to Connect with Clients and Ideal Prospects … Now!

By Mary Jane Copps | May 3, 2020
man talking on the phone

In mid-January, while doing errands early on a Saturday morning, I listened to a radio interview with a family living in lockdown in Wuhan, China. While they were well organized and optimistic, the strain was clear in their voices. At the time, I was foolish … Read more

A Tale of Two Notes

By Mary Jane Copps | April 25, 2020
putting cards in the mailbox

It has been a difficult week here in Nova Scotia. While all of us were continuing to hang on to the roller coaster that is COVID-19, last Sunday morning news began to surface of unimaginable gun violence in our small towns and villages. Many of … Read more

It’s Time to Explore!

By Mary Jane Copps | April 19, 2020

As a child, I loved exploring. It was so much fun. Our backyard merged with the bush and I spent hours, with friends or by myself, looking for treasures – everything from pyrite to ripe blueberries. And in the depths of winter, I would head … Read more

The Compassion Connection

By Mary Jane Copps | April 12, 2020
man talking on the phone

In the past two weeks, I’ve spent time with numerous business teams in a wide range of industries helping them revise their sales and customer service messaging. Why? Because the words they used prior to COVID-19 to speak with customers and inspire conversations with prospects … Read more

Show Your Heart … or Be Shown the Door!

By Mary Jane Copps | April 4, 2020
Westin Hotel, Halifax

It’s hard to take in that the world … the entire world … is sharing one event. While each country, culture, region is experiencing COVID-19 differently, and each individual is having unique reactions and responses, we are all being impacted by this pandemic at the … Read more

Under the “G” – Creating Great Conference Calls

By Mary Jane Copps | March 29, 2020
woman attending a conference call

Earlier this week I had the pleasure of being a guest on The Sheldon MacLeod Show, on News 95.7. Our conversation was about conference calls, now a part of daily life for most of us. Sheldon connected with me because of all the versions of … Read more

Your Phone Includes Pandemic Relief

By Mary Jane Copps | March 21, 2020

In my 14 years as The Phone Lady, I’ve often been asked, “Why the phone, Mary Jane? How is it that you’ve ended up championing the phone?” Most often I’ve given a quick and easy answer. The phone has been part of every job throughout … Read more

4 Ways to Get Yourself to Work … at Home!

By Mary Jane Copps | March 15, 2020
working from home

When I was 26 years old, I was offered a job at The Globe and Mail, writing one or two columns a week for the real estate section. Unfortunately, this opportunity was seen by my current employer (the Toronto Real Estate Board, where I wrote … Read more

Ask … and Tell!

By Mary Jane Copps | March 7, 2020
woman working on laptop

Years ago, needing a birthday card for a dear friend, I walked into a greeting card store believing my errand would only take 10 to 15 minutes. After 40 minutes, I purchased a card that I felt wasn’t quite perfect enough, along with a few … Read more

We can now curate who we talk to in a way that wasn’t thinkable when a bulky landline phone rang with anonymous urgency. Listen in here.
CBCs-The-Current
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.