November's FREE WEBINAR: Overcoming Call Reluctance - REGISTER HERE

The Phone Lady's Blog

Posts

presenting

Sniffles and Coughs

By Mary Jane Copps | September 14, 2009

Last week someone complained to me about a customer service experience they had with one of the big telephone companies. The woman who served them had a very bad cold and kept coughing right in their ear. Very irritating, they said. If you have the … Read more

Thoughtless? It will cost you!

By Mary Jane Copps | September 6, 2009

Here’s question that arrived this week: I recently phoned a Halifax real estate agent on a listing of his I had seen while driving in a neighbourhood I’ve had an interest in for awhile. I was shocked at how rude and uninterested he was in … Read more

Replacing “just”

By Mary Jane Copps | August 30, 2009

Telephone communication demands that you choose your words carefully, thoughtfully. Since they are not reinforced (or contradicted) by your body language, their impact is immediate and long-lasting. You want to always use words that will inspire two things – listening and dialogue. The word “just” … Read more

One Small Word

By Mary Jane Copps | August 23, 2009

When I started my first company, at the tender and overly self-confident age of 28, one small word got in the way of my increasing revenue consistently. That word was “just”. I used it in my telephone conversations, like most people do, to be polite, … Read more

Avoid Being the Annoying “Fast Talker”

By Mary Jane Copps | August 18, 2009

We have all been victims of the “fast talker” – the person who leaves their phone number in our voicemail so quickly we must “Press 1 to repeat this message” over and over. It is annoying! Avoid irritating others by learning how to leave your … Read more

Improving Communication in Difficult Circumstances

By Mary Jane Copps | August 18, 2009

The question below cites time delays but there are many other ways telephone communication can be difficult. Sore throats and colds, surprise visitors to your office, calling into a marketplace where your accent is unfamiliar, and the sounds of infants or children in the background … Read more

Phone Phobia

By Mary Jane Copps | August 17, 2009

It is no exaggeration to say that the telephone has given me a fabulous life (I’ll tell you more in later posts) which is why I’ve been completely surprised to discover that many business people (approximately 80%) suffer from “phone phobia”. Entrepreneurs, salespeople, administrators (to … Read more

When leaving a message, how long is too long?

By Mary Jane Copps | August 17, 2009

There’s no ”cookie cutter” answer to this question, but here’s a few guidelines. It’s important to treat voicemail as receptionist or executive assistant in order to “make things happen”. If you are returning the call of a known business contact and need to confirm the … Read more

When you subscribe to my weekly blog, you'll immediately receive a free chapter of The Phone Book.

Archives

infinity
The undeniable value of a phone call - read the interview with Mary Jane.
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.