One Small Word

man speaking on phone

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, to imply I would take only a minute of someone’s time. For example: “Hi Jane Smith, it’s Mary Jane Copps calling from The Phone Lady and I’m just calling to … .”

But politeness is not what’s heard on the other end. What’s heard is: “Hi Jane Smith, it’s Mary Jane Copps calling from The Phone Lady and I’m calling you to tell you something completely unimportant.”

Using the word ‘just’ destroys the opportunity for dialogue and sets you up as an unwelcome intrusion in someone’s busy day. Eliminate it from your vocabulary.

#InspireConversation

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What's The Phone Lady doing?

  • Analyzing email and chat conversations with customers and prospects to improve messaging and calls to action
  • One-on-one sales coaching with business owners
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  • Customer service & sales refresher with provincial tutoring company
  • One-on-one coaching with gourmet kitchen sales professional
  • Customer service & sales conversation training with provincial credit union team
  • Discovery call training with small group of startups
  • Job Search training with older workers
  •  One-on-one coaching with law firm executive assistant

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