The Phone Lady's Blog
client communication
In our quest to excel at storyfinding – uncovering what our prospects and clients truly want and need through conversation – we need to know that sabotage lurks in our intent. While it is essential to prepare for our conversations, and to know the outcome … Read more
Many years ago, while visiting a dear friend in Toronto, we decided to walk past a house in Kensington Market we had once owned and lived in together. A mom was working in the front garden with her young son nearby and we had a … Read more
Several years ago, while working with a very enthusiastic group of salespeople in Toronto, something totally unexpected happened. We were all together in a beautiful classroom space in the city’s financial district. All the latest technology was available. The coordinator was charming and funny, the … Read more
The details we can uncover about an individual or an organization through a website, a Google search or reviewing an internal file are all extremely valuable and they do support our ability to be a storyfinder. But often, they are only the tip of the … Read more
“Curiosity is the engine of achievement.” Sir Ken Robinson Allowing curiosity to guide our conversations is the first step of storyfinding. With both prospects and customers, curiosity helps us clarify and deliver on expectations, reveal additional ways to serve and work together, and continually build … Read more
When it comes to things I’ve done to build my business, I’ve certainly spent a lot of time doing the wrong things. Some of them have been things that are perfect for other businesses but not right for me. Building online courses is top of … Read more
As 2020 ended and 2021 began I found myself in the midst of an unusual communication challenge. In mid-November, the head of a medical team filled out my website Assessment Form, looking for information on phone skills for front desk staff. Through a series of … Read more
Earlier this week I spent the morning with a group of brand new, energetic business owners. In one of the exercises we did together, they each estimated the average annual worth of their average customer. This is not an easy number to figure out when … 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
A few years ago I sat with two trusted colleagues and made numerous decisions about my company’s social media and marketing strategy. There were a few things that got added to the activities already in play. One of them, even though I was hesitant, was … Read more
It’s happened to all of us. We’ve called somewhere, perhaps a customer service centre, or a government department, or a company we are thinking about hiring. A person answers, or we reach their voicemail, and their name is so muffled, said so quickly, that we … Read more
Twenty-eight years ago, on May 15, my then business partner gave birth to her first child. We were in our fourth year of growing our company and while we did manage to organize a (sort of) maternity leave for her, once that time was up, … Read more
In mid-January, while doing errands early on a Saturday morning, I listened to a radio interview with a family living in lockdown in Wuhan, China. While they were well organized and optimistic, the strain was clear in their voices. At the time, I was foolish … Read more
It has been a difficult week here in Nova Scotia. While all of us were continuing to hang on to the roller coaster that is COVID-19, last Sunday morning news began to surface of unimaginable gun violence in our small towns and villages. Many of … Read more
Years ago, needing a birthday card for a dear friend, I walked into a greeting card store believing my errand would only take 10 to 15 minutes. After 40 minutes, I purchased a card that I felt wasn’t quite perfect enough, along with a few … Read more
“The only constant in life is change.” -Heraclitus (500 BC Greek philosopher) Change is not something I thrive on. In fact, those who know me best might say that I often strive to avoid it. But I think it’s more accurate to say that I’m … Read more
There’s a vague image in my mind of standing in the middle of our high-ceilinged, converted-industrial-space office at Adelaide and Spadina in Toronto listening to a news story about future technologies. I’m guessing this was the mid-90s and the newscaster was saying that soon all … Read more
Many of us worry about whether we are “pestering” our prospects and clients. They agree to a follow-up conversation but when should we call? And how often? Two recent events provided me with answers to these questions and they may eliminate these concerns for you … 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
Sometimes, on the most hectic of days, we find the time to do that something extra that needs to get done, right? I had one of those days a few weeks ago and as I was rushing about to make sure I had everything I … Read more
As business owners, salespeople and customer service reps, our job is to create the clearest communication possible. Yet we often confuse, and sometimes alienate, clients and prospects when we present their options tangled up with our opinions. How do options and opinions get tangled up … Read more
In 1988 my oldest stepdaughter was attending university, paying rent, working part-time and pursuing a singing career. Money was tight, to say the least, and it was definitely time for her to have her first credit card. My advice? The same card I was using … Read more
I have a bill on my desk that is twice what I expected. It arrived from my accounting software company several months ago. Because I have this company set up for monthly auto payments, this large bill has already been paid … even though I … Read more
The memory is vague. I was visiting someone, somewhere, and the television was on. The talk show discussion, about marriage, drifted around us, a dull background hum. And then, like an unexpected tap on my shoulder, I heard this: “When you are not communicating, it … Read more
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When is an interaction an interruption? Why do we now feel the need to ask if it’s OK to interrupt a colleague, in the middle of a work day? Find out.
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.