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“Communication is not saying something; communication is being heard.” – Frances Hesselbein We’ve all had the experience of speaking to someone and, much to our surprise and/or frustration, they don’t hear us at all. Even in a quiet setting, when we’ve chosen our words carefully, … Read more
This past week I’ve had two customer experiences that left me frustrated, sad and … briefly considering taking my business elsewhere. One was with my optician. This past August marked my 23rd year as their customer. In person, all of the staff are energetic. They … Read more
One of the things I love about my work is its diversity. This past week I delivered webinars to global, North American, national and local audiences. Fun, right? What stood out for me was the similarity in the feedback on all of these presentations. The … Read more
In Canada this is Thanksgiving weekend, a holiday also celebrated by our US neighbours (in just over 6 weeks) as well as in Brazil, Grenada, Saint Lucia, Liberia, Leiden in South Holland, Norfolk Island and Puerto Rico. It stems from a tradition of celebrating and … Read more
This past week I had the great privilege of spending six hours with five new business owners determined to increase their sales. At the end of our time together, they were prepared to connect with prospects and explore possibilities by inspiring great conversations. They were … Read more
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
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
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
One of the most important “tricks” to effective telephone communication lies in acknowledging this simple fact: every phone call is an interruption. While this was true when I began my career on the phone (1987), people still had “space” in their day. They could, and … Read more
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
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
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
“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
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
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
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
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
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
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
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
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 my … Read more
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
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 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
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
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
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
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
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
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
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Kate Mallett explored phone anxiety on her podcast recently and Mary Jane weighed in with valuable insights - listen here.
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.
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.
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.