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The Phone Lady's Blog

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building strong relationships

The #1 Action That Builds Trust and Relationships

By Mary Jane Copps | February 9, 2020
man checking time waiting for meeting

There’s a long-standing bit of etiquette that’s often overlooked today. I do understand why. Our schedules are jam-packed and our deadlines seem to multiply daily. We book meetings on the hour and if one happens to run a bit late, there’s a domino effect that … Read more

How Persistence Builds Trust

By Mary Jane Copps | January 11, 2020
sales manager speaking on the phone

Persistence remains a challenging topic for the business owners, entrepreneurs and salespeople who work with me. For some reason, persistence and pestering get intertwined and while the two words may start with the same letter, they are not at all alike. The word persistence comes … Read more

Please, Introduce Yourself!

By Mary Jane Copps | January 5, 2020
introduction

My sister chose a perfect Christmas present for my husband, David. Canadian Pie is a collection of essays by Will Ferguson, winner of the Scotiabank Giller Prize and three-time winner of the Leacock Medal of Humour. Needless to say, he’s very funny. We are reading … Read more

Celebrating 32 Years of Non-Stop Learning

By Mary Jane Copps | October 19, 2019
talking on the phone

On October 5, I celebrated 32 years as an entrepreneur. Yes, that’s a big accomplishment and what most stands out for me is how much I’ve learned – and continue to learn – every day. Owning and running a business is about constantly acquiring and … Read more

Inspiring Conversation with Popular Posts

By Mary Jane Copps | June 30, 2019
using mobile to read

I had two thoughts collide in my head on Thursday morning and the result is this blog post. The first thought, familiar to all bloggers, was, “Oh my gosh, it’s the weekend again already – and not just the weekend but the Canada Day long … Read more

Want Strong Relationships With Your Clients? Then Act Like It!

By Mary Jane Copps | May 5, 2019
woman thinking in front of laptop

As many of you know, I recently dove into creating online courses. This has involved a massive learning curve – well, less a curve than a continual roller coaster (and I’m not a fan of roller coasters). The process could have been shorter – and … Read more

Two Phrases That Kill Your Business

By Mary Jane Copps | March 10, 2019

Living on the East Coast means winter is always a mix of snow, rain and ice. The order in which this precipitation appears, combined with the amount that arrives and whether the temperature stays above or below zero, can create incredible challenges for pedestrians, drivers … Read more

At The Sound of Your Tone …

By Mary Jane Copps | October 20, 2018
woman with shopping list

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

Two Ways To Immediately Increase Customer Service Excellence

By Mary Jane Copps | October 14, 2018

Years ago, one of my most loyal clients asked me to deliver a workshop on a topic with which I had minimal expertise. When I declined, they asked me to find the right facilitator. And I did. She is Denise Williams, owner of Customer Service … Read more

“Send” Does Not Mean “Received”

By Mary Jane Copps | August 11, 2018

We have very high expectations of email … and text. We believe that once we hit “send”, our words have been received, read and acted upon. But this is not always true. To create excellent communication – and avoid some uncomfortable situations – we need … Read more

The Gift of Conversation

By Mary Jane Copps | December 10, 2017

My childhood memories of Christmas remain very clear – everything from the taste of tourtiere after Midnight Mass, the smell of the tree in the den, the sight of presents delivered by Santa Claus – and the sound of relatives sharing stories, filling our house … Read more

What Prospects Think When You Don’t Follow Up

By Mary Jane Copps | October 1, 2017
businessman waiting for meeting

My phone rang last Wednesday at 4:08 pm,  just as I was settling in to do some prospecting calls. It was my colleague and friend Steve Foran, CEO of Gratitude at Work. It’s always great to talk with Steve; he’s incredibly energetic, knowledgeable and generous. But … Read more

Taking A Road Trip … On The Phone

By Mary Jane Copps | August 13, 2017

It’s possible for any of us to hang up at the end of a phone call and realize we allowed the conversation to get totally off track and we’ve ended up without the information we need. Reluctantly, we call back … or send a quick … 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

3 Ways You Can Impact Phone Communication

By Mary Jane Copps | June 10, 2017

Whether you want your sales team to be on the phone more often, or your clients to speak with you on the phone regularly, or your children to talk with their friends from time to time instead of texting, it all starts with you. Avoiding … Read more

What Do Cakes and Phone Calls Have in Common?

By Mary Jane Copps | May 6, 2017

Last week I baked a cake to celebrate a friend’s 90th birthday. While I was decorating it, I realized that my ability to create a CHOCOLATE PECAN TORTE recipe and my phone skills have something in common, something simple that anyone can do to give themselves … Read more

5 Powerful Phrases You Need To Use More Often

By Mary Jane Copps | April 30, 2017

In the past two weeks, I’ve made some big mistakes. If I was the only one affected by these errors, I could quietly and humbly accept them as necessary reminders that I’m far from perfect and, hopefully, learn a lesson or two. But my clients were impacted … Read more

The Secret Power of Questions

By Mary Jane Copps | March 12, 2017

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 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 … Read more

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.
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.
Cold Calls: The Psychology Behind the Human Voice - listen to this podcast featuring The Phone Lady.
This Hour Has 22 Minutes
Episode featuring The Phone Lady - watch Telephone Lessons for Millennials.
The Wall Street Journal.
Some on Wall Street are hanging up on voicemail. See what The Phone Lady has to say.