The Phone Lady's Blog

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b2b phone sales

4 Steps = Great Vacation Message

By Mary Jane Copps | May 18, 2015

This Canadian long weekend seems like the perfect time to revisit how to create your vacation voice mail message. After all, summer vacation is coming our way! In the excitement of summer vacation – or really any vacation – people become, well, thought-less. This can leave customers and … Read more

The #1 Rule of Phone Work

By Mary Jane Copps | May 3, 2015

As with all blog posts, I’ve been thinking about this one for several days – letting images and words bump around in my head before finally sitting down to move all the thoughts into logical order. The images go all the way back to 1988 when, having just … Read more

Saving the Best for Last

By Mary Jane Copps | April 26, 2015

Welcome to the third in a series of posts by Leslie Gallagher, owner of Worklocal.jobs, documenting her discovery of the power of phone communication. I’ve been inspired by the joy, excitement and success she’s generated while developing her new skills – and I hope you are too. Enjoy and share!  When I … Read more

What If You Were Honoured?

By Mary Jane Copps | April 19, 2015

Imagine you are at a large business event and the person closest to you politely begins a conversation. They are familiar with your company and your industry and express genuine interest in the work you are doing. Not only that, they ask intelligent questions and even share a … Read more

The Truth About Phone Skills

By Mary Jane Copps | April 12, 2015

Welcome to the second in a series of posts by Leslie Gallagher, owner of Worklocal.jobs, documenting her discovery of the power of phone communication. I’ve been inspired by the joy, excitement and success she’s generated while developing her new skills – and I hope you are too. Enjoy and share!  I never … Read more

The Price of Arrogance

By Mary Jane Copps | April 5, 2015

I’m no stranger to arrogance . . . and neither are you. All of us, from time to time, believe we know better, have “the” answer, are smarter or more important. It ‘s human nature for our ego to occasionally take over in this way. Hopefully we catch … Read more

Networking with Your Voice

By Mary Jane Copps | March 28, 2015

Just over a month ago, I was introduced to Leslie Gallagher with a request to help her pick up the phone. Her ability to own her discomfort and her determination to learn a new skill has been inspiring. She’s agreed to share her experiences with us in a … Read more

Fun … and Productive!

By Mary Jane Copps | March 14, 2015

I want to share with you one of the highlights of my week. Actually, let me revise that – one of the highlights of my career as The Phone Lady. The past few years have revealed that many young people (I’ll say those under 30) do not talk … Read more

Expose Your Assumptions

By Mary Jane Copps | March 8, 2015

My husband is my most valuable teacher. While the lessons can sometimes be contentious and uncomfortable, they always provide me with new insight and important knowledge about myself and human nature in general. Such is the case with assumptions. For many years, any time we were in one of the … Read more

The 3 Basics of Effective Phone Communication

By Mary Jane Copps | February 28, 2015

A dear friend of mine used to say “There are three possible answers to every question – yes, no and I don’t know.” I’m reminded of the wisdom of these words often, especially when it comes to the telephone. Effective phone communication is direct and honest. Without the benefit … Read more

Are You Being Vulgar?

By Mary Jane Copps | February 22, 2015

“A lack of compassion can be as vulgar as an excess of tears.” Dame Maggie Smith, as Dowager Countess of Grantham, Downton Abbey Among the many “zingers” that Dame Maggie Smith gets to deliver on Downton Abbey, this one captured my full attention. It speaks directly to one of … Read more

The Language of Great Phone Communication

By Mary Jane Copps | January 6, 2015

Happy New Year everyone! I’m entering 2015 (Year 9 as The Phone Lady!) with great excitement. Phone communication is changing so rapidly and I know this year will bring a wealth of new experiences to share with you. In fact, here’s the first one, an article sent to … Read more

The “Tell” of Telephone

By Mary Jane Copps | July 6, 2014

Open-ended questions are the key to successful phone conversations with both customers and prospects – but we don’t always think of them quickly. Here’s my favourite. – I rely on it constantly and hear it used regularly by journalists:  “Tell me more.” As in: “Tell me more about that … Read more

No Need for Speed

By Mary Jane Copps | May 25, 2014

“The trouble with talking too fast is you may say something you haven’t thought of yet.” Ann Landers Time spent on the phone, whether it’s with friends and family or with clients and prospects, is intimate communication. Next to being in the same room with someone, it is the … Read more

No Call? Then “Yes” Is Still Possible!

By Mary Jane Copps | March 30, 2014

My thanks to Phil O’Neal of Taylor Forge Engineered Systems and to voice talent Natasha Marchewka for inspiring this post. Dismay is a common reaction when I talk to entrepreneurs, salespeople and fundraisers about follow up. The discipline and persistence involved is uncomfortable for most people. And I do understand. … Read more

The AABC’s of Leaving Message – Part IV

By Mary Jane Copps | March 23, 2014

We all walk away from creating long-lasting valuable relationships and increasing our revenue because we refuse to do this one thing  – the “C” of leaving messages – continue calling! Persistence is what makes things happen. Consider this quote from Steve Foran: “I took Mary Jane’s advice from … Read more

The AABC’s of Leaving Messages – Part I

By Mary Jane Copps | March 2, 2014

Leaving a message is one of the basics of effective telephone communication yet many of us find ourselves stumbling “at the sound of the tone”. The first “A” of message leaving stands for Always, as in always leave a message. Of course, there’s an exception for every rule … Read more

Listen, Respond, Ask for More

By Mary Jane Copps | February 23, 2014

It is vital in any business, whether in a face-to-face meeting or over the phone, that we learn more about our prospects and customers. How can we truly be of value to them, serve them, if we only work with our preconceived notions or assumptions of what they … Read more

Location in Real Estate; Follow Up in Sales

By Mary Jane Copps | January 19, 2014

This week I am pleased to present  a “phone story” submitted by Maureen Farmer, owner and manager of Word Right Career and HR Consulting. Perhaps you have a story you’d like to share? Details at the end of this post.  As a sole practitioner in the careers industry … Read more

3 “Must-Do’s” for B2B Phone Sales in 2014 (Part I)

By Mary Jane Copps | December 1, 2013

If you or your team are responsible for reaching business decision makers by phone, you need to acknowledge the subtle shifts that have taken place in the past two years. And then you have to adapt … or see both revenue and morale falter. The first and most … Read more

Bosses and employees are wrestling over whether voice calls have a place in the hybrid era. The Wall Street Journal recently spoke to Mary Jane. Find out more here.
Overwhelmed by alerts? Avoid calling people? Here's what phone anxiety looks like — and why it happens.
CBC Radio
Maritime Noon with Bob Murphy - On the phone-in: Mary Jane Copps has advice on making phone calls to people who are phone-averse. Listen in >
Margins of Error with Harry Enten
CNN's Harry Enten asks why we’re avoiding phone calls and whether we can be coached through our telephone-related nerves in this Margins of Error podcast featuring Mary Jane.
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.