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.
The Phone Lady's Blog
art of conversation
“Our job isn’t to tell customers everything all at once. It’s to make them curious to learn more.” – Bernadette Jiwa It isn’t easy to admit we talk too much. Sometimes we are unaware this is our challenge. Perhaps we’ve been taught, or assumed, that … Read more
“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
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
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
While it’s certainly exciting to find presents under a tree, there are hundreds of other ways to embrace the joy of this season. It will come as no surprise that one of mine includes phone conversations, while the other … well … it can be … Read more
It doesn’t seem to matter how many projects I do as The Phone Lady, I still get incredibly excited when I’m on a discovery call with a new client. As they start sharing their challenges with me, my brain shifts into high gear and I’m … Read more
I’ve been a bit scattered this summer. While disciplined at keeping and working with a detailed to-do list, a few things have slipped away from me. If I had to choose the one that made me the most uncomfortable, I think it’s this … I … Read more
While sitting in an audience listening to musician, artist and innovator will.i.am at Dreamforce 2016, I was pushed into a new reality. He described what motivates some of his philanthropy. In short, he recognized that children from schools with minimal funding and, therefore, minimal equipment … Read more
Listening to audiobooks is one of my favourite things to do, especially when I’m on the road to Moncton, Charlottetown, Fredericton or Saint John. I’ve had the library app, OverDrive, on my phone for years and it feels like an exciting new gift every time … Read more
My life as The Phone Lady is incredibly varied because most of my workshops and webinars are customized to clients’ specific needs. Yet all of my clients have a similar goal: they want to create strong, excellent relationships with their clients, customers and prospects. This … Read more
Sara Moginot is a customer service aficionado, a regular reader of this blog … and the author of this article. From sarcasm to bullying, incivility in the workplace reduces productivity, lowers morale and increases employee stress levels. Whether we are a victim or a witness, there’s … Read more
After reading my post about a recent car accident and compassionate communication, Duncan Ebata of Shift! Food in Wolfville, NS, sent me this question on Instagram: “How do we structure conversations to have more compassion and still get what we need done?” Great question! How can we … Read more
Sara Moginot is a customer service aficionado and a regular reader of this blog. She recently had a “light bulb moment” while enjoying an outdoor adventure with her dog … something that’s valuable for all of us to consider when our phone rings. What did … Read more
We’ve all had this happen on the phone – the other person talks over us as we start or finish a thought. Doesn’t it make you crazy? Speaking for myself … it gets under my skin very quickly. Why does talking over happen? What does … Read more
In the 13 years I’ve had the pleasure of being The Phone Lady, 2018 definitely delivered the most change in communication. Each shift, from encountering more silence within phone calls, to treating every phone call as a scheduled meeting, requires that we adapt and embrace … Read more
My business phone rang one Saturday afternoon while I was at my desk. I quickly checked the number and, while it was local, it wasn’t one I recognized. I made the choice most of us do these days – I didn’t answer. When I eventually … Read more
While rushing about doing weekend errands last Saturday, I received an important – and tear-filled – lesson on the power of tone of voice … all while choosing between green beans or kale! What was the lesson? And why did it make me cry? I’m … Read more
In April of this year, after doing a podcast about cold calling on SalesTuners with Jim Brown, he thanked me with a one-year subscription to ReadItForMe, which delivers book summaries specifically designed for entrepreneurs, executives and business coaches. I was very pleased; book summaries are … Read more
As a tool for improving phone conversations, artificial intelligence was sitting in a distant corner of my priority list, until Krystal Hobbs introduced me to Jim Brown who interviewed me on his podcast Sales Tuners which was heard by Richard Smith of Refract.ai who called … Read more
While sitting with a small group of committed, engaged and effective salespeople enjoying a lively discussion about how to inspire conversations, someone shared: “But it’s so hard when no matter what question you ask, they give you a one-word answer.” Someone else quickly added, “Yeah, I … Read more
Every phone call has the potential to startle us and when this happens the most effective words can be difficult to find. For Heather Clarkson of the Employment Solutions Society this occurs “when people don’t follow through with what they were supposed to do, when they do … Read more
With some frequency, people ask me, “What is today’s phone etiquette?” I always hesitate to answer. Maybe the word ‘etiquette’ makes me stumble. It comes from the Old French estiquette, meaning label or ticket, and refers to a tradition from the 1700s of small cards with … Read more
Conversation is how we continually increase our sales, retain our customers and reveal opportunities. It is the key to exceeding expectations and creating consistent business growth, yet many of us have developed the habit of avoiding conversation. We default to text communication where we can … Read more
One of the items on my wish list has been to talk to high school students about phone skills, and my wish came true this past week. I met with seventeen Grade 10 students at South Colchester Academy. It occurred to me that these young … Read more
“The music is not in the notes, but in the silence between them.” Debussy In a workshop this past week Melissa of House of Auto Details wanted to know more about dealing with silence on the phone. It can be a challenge for many of us, yet it … Read more
At a recent workshop I was asked for advice on a challenge I’ve never encountered. While I certainly have some thoughts and suggestions, I’ve decided to share this challenge with you. Have you also experienced this challenge? Please share your ideas and feedback in the … Read more
On August 31, Edmonton’s MacEwan University revealed it had sent payments for long-time vendor Clark Builders to a bogus bank account in Montreal. The payments, later transferred to a Hong Kong bank, totalled $11.8 million. How does this happen and why did no one pick … Read more
The relationship is the conversation. Susan Scott, author of Fierce Conversations Oh, how I wish I’d written that sentence! In five words, Susan Scott has summarized my deepest belief about the value of the telephone – it allows us to participate in conversation with anyone, anywhere … Read more
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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.
Episode featuring The Phone Lady - watch Telephone Lessons for Millennials.
Some on Wall Street are hanging up on voicemail. See what The Phone Lady has to say.