The Phone Lady's Blog

Inspire Conversation

b2b phone skills

Your Receptionist Needs You

By Mary Jane Copps | March 3, 2018

On Tuesday of this week a local program coordinator returned to work and listened to seven voicemail messages from me. That’s uncomfortable! I can visualize her moving through each one and rolling her eyes muttering, “Not Mary Jane again.” Why did this happen and how … Read more

Are You a Work “Protectionist”?

By Mary Jane Copps | January 14, 2018

Admittedly I’m being very liberal in my use of the word “protectionist”, which means “someone who upholds the economic policy of restraining trade between states”. But for the past few years, a similar philosophy has surfaced in our daily business lives. In an effort to … Read more

A Tale of 3 Assumptions

By Mary Jane Copps | July 16, 2017

Assumptions are – and always have been – vital to our survival. Since ancient times we have made assumptions that have kept us alive, while hunting for food, exploring new territories  … and building businesses. But they can also be harmful, especially to our businesses … Read more

“Who” Will You Reach?

By Mary Jane Copps | May 20, 2017

Anxiety or fear of phone calls is not new, but is more pervasive as we spend less and less time using our phones to talk to people. One of the main reasons for this anxiety is: “How will the person I’m calling react when they … Read more

6 Steps to Get You On The Phone!

By Mary Jane Copps | April 23, 2017

We all procrastinate about something. Whether it relates to our finances, home repairs, writing projects or exercise, each of us has at least one thing we know we must do … but we don’t. (Housework tops my list!) While procrastination may simply be a natural human characteristic, … Read more

3 Small Words That Inspire Conversation

By Mary Jane Copps | January 11, 2015
conversation

  One of the most important skills needed for excellent phone communication is the ability to inspire conversation. Whether you are on the phone with a client, prospect or your sister who lives in Australia, you want to create a flow of thoughts, ideas and … Read more

Are You Being Received?

By Mary Jane Copps | November 2, 2014

Recently home from a week of travelling (in wonderful Prince Edward Island – beach photo included here),  I took a few moments to clear out my Spam folder and was reminded of one of the many ways phone communication trumps email. When you send email to … Read more

Welcoming Opportunity

By Mary Jane Copps | September 21, 2014

Overwhelmed is a word I use in most of my workshops and keynotes. I use it to describe why it can be difficult to reach people on the phone today and why it’s vital for all of us to know our customers’ needs and be precise … Read more

In this episode of the Sales Reinvented podcast, Mary Jane shares how a good story is crafted, what makes a great storyteller, and even tells one of her favorite stories.
Listen to this podcast discussing why trends in customer service calls, how to make sales calls more effectively and more.
CBCs-The-Current
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.
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.
The Wall Street Journal.
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.