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The Phone Lady's Blog
asking questions
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
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
Like everyone, I have a healthy dose of imperfections. Some of them, I’ve learned to live with and found ways to compensate. For example, I’m quite physically awkward, uncoordinated. (If my friend Sean is reading this, he’ll be laughing. He witnessed the month(?) it took … 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
When listening to the news, there are moments I feel discouraged and often wish I had quick and easy solutions to the many situations and challenges that exist in our world. So on August 15, while doing the evening dishes and hearing a familiar scenario … Read more
A quote floated past me on Twitter last week and took my breath away for a moment. It captured a bit of wisdom that I believe deeply. I quickly wrote it down and used it as the starting point for a workshop the next day. … 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
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
To learn more about her target market and to better understand an existing customer, one of my coaching clients took a deep breath, picked up the phone and inspired an amazing conversation by asking, “Why do you continue to work with me?” What response did … Read more
One thing I tell everyone: “If you want to get better on the phone, use the phone more often and learn from each conversation.” How did that cold call make you feel? What were your reactions during that customer service experience? There’s something to be learned … Read more
In the winter of 1988 I had to find a solution to a big problem. The previous Fall, I had put a mortgage on our family home to start my first business and the revenue being generated was, optimistically, unreliable. In reality it was … … Read more
What if I told you that by simply asking a question, you can capture the full attention and focus of your audience? And what if I also said that asking questions can predict future behaviour? I’m guessing a few of you would think I’ve exchanged … Read more
The most important outcome of speaking with a prospect – or existing client – is learning more about them. Our ability to serve is directly connected to how much we understand their needs, challenges and goals. Yet many times we end a phone conversation without … Read more
LinkedIn is a very valuable tool for me. I interact with it in some way everyday – connecting with clients, researching prospects, reading business news, and learning from people all around the world. These are standard things that most of us do on LinkedIn. I’d … Read more
There’s a direct relationship between the words we use on the phone and our ability to uncover new opportunities and increase our revenue. When your prospecting calls aren’t having the desired impact, examine the language you’re using. A quick edit can make a big difference. My friend … Read more
One of the first salary cheques I ever signed (back in 1988) was for an employee whose job seems a bit ridiculous today. She read magazines and newspapers, listened to specific radio and television programs, and provided me with detailed information on individuals I could … Read more
“Opening is the new closing.” Anthony Iannarino When this quote appeared on my computer screen last week … well, I wasn’t sure what to do first. I recognized the truth of these five words instantly and can’t deny that I fought back a wee bit … Read more
The summer I turned 18, I spent as much time as possible at my sister’s cabin, an isolated homestead deep in the woods of Northern Ontario. And I often brought along a friend to enjoy the canoeing, reading, swimming and hiking. One friend came prepared … 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.