The Phone Lady's Blog

Inspire Conversation

Blog

One Simple Skill To Improve Every Outbound Call

By Mary Jane Copps | September 9, 2023
business man talking on the phone

In the summer before my last year of high school, I landed my first job that involved answering a telephone. It was in the administrative offices of an iron ore mine in Northern Ontario. This was 48 years ago, in 1975. It was a time … Read more

Adventures in Sales #3: Gaining Momentum and Staying Curious

By Tegan Samija | August 26, 2023
female sales rep exlpaining to male client

As the long summer days of August come to an end, my new role as a sales development representative with a learning and development company is in full swing. In my previous update, I was excited to have just completed my very first sales call … Read more

Is This “Just” Another Blog Post?

By Mary Jane Copps | August 13, 2023
man talking on the phone while looking at laptop screen

Long-standing clients are the best gift I receive from being The Phone Lady. Earlier this month I had the privilege of delivering a workshop with an organization that’s trusted me for more than a decade. So fun! As I was wrapping up the customer-service-focused afternoon, … Read more

Adventures in Sales #2: Losing and Regaining Confidence

By Tegan Samija | July 22, 2023
female sales person on phone call

“You’re trying to sell to Fortune 500 companies?? And you’re doing this all by yourself, with NO experience? WOW, I couldn’t imagine being thrown more into the deep end than that!” I was on a call with a sales professional I had connected with after … Read more

Creating a Great Impression, Miscommunication & Getting Answers

By Mary Jane Copps | July 9, 2023
young man talking on the phone

Whether it’s part of your work in sales or customer service, or phone conversations are part of your job search strategy, you want to continually practice the skills for creating a great impression. You also want to know ways to deal with a wide variety … Read more

Summer School is Now in Session!

By Mary Jane Copps | June 23, 2023
woman using cell phone

Summer officially started this past Wednesday. There are very few places in the world as delightful as Atlantic Canada in the summer and I’m aiming to take full advantage. As I was thinking about the time I will spend with family and friends over the … Read more

Adventures in Sales: Getting Started as a 28-Year-Old Sales Newbie

By Mary Jane Copps | June 11, 2023
young woman working at computer with coffee cup and headset phone

I’m pleased to introduce you to Tegan Samija. With a series of posts, she’s going to share with us, in real-time, how she navigates learning to sell … everything from picking up the phone, speaking with potential clients and booking meetings. I’m joining her on … Read more

The Case for Over-Communicating

By Mary Jane Copps | May 28, 2023

Since March 30 I’ve been constantly thinking about an email I received from my dear friend and colleague, Natasha Marchewka. Natasha is definitely one of life’s constant learners and she’ll often send me things she’s discovered. In this case, it was a quote from James … Read more

Ignorance Shatters Sales Skills

By Mary Jane Copps | May 13, 2023
woman talking on the phone

In case you’d like to listen to this blog post, you can enjoy my audio version (I start at the 14 second mark.). – listen here. This past week I answered a call from an unfamiliar number in Ontario. There was a cheerful woman at … Read more

Getting Curious About Curiosity

By Mary Jane Copps | April 28, 2023

Did you know that curiosity can help us overcome a fear or anxiety? That it can show us a way to navigate stressful situations? Neither did I … until recently. While scrolling through available audiobooks on business topics at my local library, a particular title … Read more

Opportunity Needs You to Get Gritty

By Mary Jane Copps | April 15, 2023
definition of grit

Throughout my 17 years as The Phone Lady, I’ve preached the value of consistent follow up. We do the work of listening to our clients and creating proposals or quotes in a timely manner. We also need to do the work of learning from their … Read more

The Case of the Disappearing Workshop

By Mary Jane Copps | March 26, 2023

This past week contained a disappointment – for myself and others. What occurred was surprising and frustrating. Like a tightened knot I was convinced I could untie, I kept revisiting the situation, obsessing. This is always a sign that there’s a lesson to be learned. … Read more

The Many Skills of Conversation

By Mary Jane Copps | March 11, 2023

Here are some statistics that caught my attention this week: Worldwide, 23 billion texts (Forbes 2021) and 333.2 billion emails (Zippia Oct/22) are sent each day. Of those emails, only 18% actually get opened. And we know that “opened” doesn’t automatically indicate “read” – and … Read more

Polish Your Listening Skills

By Mary Jane Copps | February 25, 2023
meeting

Listening is a skill we never quite perfect. So many things can get in the way of truly hearing what someone is saying to us – our emotions, our busyness, and even lack of sleep. Yet listening is the most valuable skill we bring to … Read more

Coaching Tips for Call Reluctance

By Mary Jane Copps | February 11, 2023
woman talking on the phone

Over the past 35 years, I’ve spent a lot of time reading resumes and interviewing candidates to fill proactive calling positions. It’s something my clients still ask me to do. And what was true in 1987 is still true today. Finding the right people is … Read more

Coaching Tips for Phone Anxiety

By Mary Jane Copps | January 29, 2023

Both making and taking phone calls require skills. Whether you are managing a team responsible for these tasks, or you’re coaching yourself, you need to be able to distinguish between phone phobia/fear and phone anxiety. According to Harvard Health Publishing, a phobia is a persistent, … Read more

Coaching Tips for Phone Phobia

By Mary Jane Copps | January 14, 2023
young woman working at desk looking at phone

Picking up the phone to contact and speak with customers or prospects is not “old-fashioned”. There are teams dedicated to this activity in industries that range from pharmaceuticals to finance, and from janitorial to consulting. Managing these teams, and producing the desired results (or exceeding … Read more

One Word for 2023

By Mary Jane Copps | January 1, 2023

“No matter what anybody tells you, words and ideas can change the world.” – John Keating For the eighth year, I’m sharing with you the concept of One Word. I was introduced to this idea at the end of 2015 by my colleague and friend Jeanie … Read more

The Importance of Pause

By Mary Jane Copps | December 18, 2022
woman having a phone conversation

It was January 2006 when I officially launched “The Phone Lady” brand. At that time, about 80% of my work was with sales teams, giving them the skills and confidence to pick up the phone and inspire great conversations. This work soon began to include … Read more

Are You Distinguished?

By Mary Jane Copps | December 2, 2022
man talking on the phone

Between messages relating to Black Friday and Cyber Monday, my inbox has been very crowded. What have I done with all these emails? Likely the same thing as most of you. I put checkmarks in the little left-hand boxes and hit delete. Most of the … Read more

The Creation of the Cranky Customer

By Mary Jane Copps | November 19, 2022
woman upset on the phone

One of the things that has increased steadily over my 16 years as The Phone Lady is requests for skills on communicating with an upset client/customer. There are numerous reasons why these skills are more in demand. One is, as a society, we are still … Read more

How to Banish Blame

By Mary Jane Copps | November 5, 2022
man talking on the phone

Whether I’m working with a team on customer service or sales skills, our conversation inevitably includes a discussion about how and why everyone seems to be more irritated these days. There are lots of reasons – the economy, world politics, the environment – to name … Read more

Wish I’d Said That!

By Mary Jane Copps | October 22, 2022
woman listening on phone call

From time to time, my inbox has been like my kitchen junk drawer. You know what I mean – a destination for things I’m sure I’ll need at some point. Yet, also like that drawer, I rarely take the time to investigate the items I’ve … Read more

What Alzheimer’s Has Taught Me About Listening

By Mary Jane Copps | October 8, 2022
dinner party

One of the most sincere forms of respect is actually listening to what another has to say. – Bryant Mcgill About eight years ago my husband, David, began to show signs of early onset Alzheimer’s. In 2017 we received the formal diagnosis. Throughout this time … Read more

Is This Missing From Your Conversations?

By Mary Jane Copps | September 25, 2022
man talking on the phone

Recently, while working with a team of experienced salespeople on a new outbound campaign to CEOs, I realized something was missing. But I struggled to find the right words to describe this “something”. By listening to the calls, I knew that everyone was including all … Read more

The Sound of Judgment

By Mary Jane Copps | September 10, 2022
woman talking on the phone at desk

My husband, David, has an old sailing buddy who is very diligent about staying in touch. He usually calls every weekend to hear how we are doing and share a few stories from his own world. He’s in his 80s now, has some complicated health … Read more

Solutions for Common Phone Communication Challenges

By Mary Jane Copps | August 26, 2022

The first time I encountered the phrase “phone phobia” was back in 2005, when I was preparing to launch The Phone Lady. At that time I was surprised to learn that making and receiving calls was an actual documented fear. Fast forward 16 years and the … Read more

Sales Tip #2 – Fire Up Your Follow Up

By Mary Jane Copps | August 12, 2022
woman talking on the phone

There’s a sales statistic that haunts me. Sounds a bit melodramatic, right? I wish that were the case. The statistic I’m about to share with you points to a deep failure to understand what prospects and clients need. In fact, it’s a failure to honor … Read more

Customer Service Tip #3 – The Power of Pleasant

By Mary Jane Copps | July 30, 2022
female sales clerk at cash register

The skills and actions involved in creating excellent customer service are many and varied. Achieving all of them, even half of them, with every staff member, especially in a large corporation, demands constant vigilance and commitment. Fortunately, the foundation of customer service is easy and … Read more

Sales Tip #1 – Follow the Calendar

By Mary Jane Copps | July 15, 2022
man talking on the phone while using his laptop

Forty years ago this month I made the decision to launch my own business. As a naïve 20-something there was so much I had to learn. The biggest lesson, and the most life-changing, was that I had to learn how to sell. When I look … Read more

Radio New Zealand logo
How to tackle your telephone hang-ups. People with bad cases of telephone anxiety can experience nausea, increased heart rate and shortness of breath at the sound of a ringtone. Listen in...
Why it’s completely normal for a phone call to fill you with dread (and how to get over it). Read the stats and Mary Jane's advice.

Phone Phobia Hits the News

Phone phobia, or telephobia, has been getting a lot of attention in the news recently. See what Mary Jane has to say about it...
This Hour Has 22 Minutes
22 Minutes correspondent, Brandon Hackett, figures out which end is up on this thing called a telephone, with help from The Phone Lady. Watch Telephone Lessons for Millennials.
The Wall Street Journal.
Banks Curtail Employee Use of Voice Mail: Voice mail is viewed as an expensive vestige of a bygone era. See what The Phone Lady has to say.