The Phone Lady's Blog

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cold call training

It’s 2018 – Stop Selling Like It’s 1989!

By Mary Jane Copps | January 28, 2018

Miserable winter weather recently had me juggling my schedule, allowing me to spend the day in my office. It turned into one of those awesome days of zipping through email, checking items off a to-do list, and generally feeling fabulously efficient. So when my phone … 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

A Telephone Truth

By Mary Jane Copps | February 18, 2017

It is true that every phone call is an interruption. This is not new; it has been the case since Alexander Graham Bell invented the technology. We are always doing something else when our phone rings and this makes the caller responsible for grabbing our … Read more

Who’s On Your “Hot List”?

By Mary Jane Copps | September 24, 2016

Whether you are an entrepreneur building your business or a salesperson working towards making (or exceeding) budget, maintaining a “hot list” is essential to success. Simply put, a hot list contains the names of prospects that you believe are going to become customers, and it … Read more

The Language of Grief

By Mary Jane Copps | September 18, 2016

At a conference in mid-August I had the priviledge of attending a presentation by Amy Florian, CEO of Corgenius. A powerful, engaging speaker she provided everyone in the audience with a new and invaluable understanding of the language of death. I’m honoured that she has … Read more

Ready, Set, Crunch … The Numbers You Need for Year-End Success

By Mary Jane Copps | September 4, 2016

Wow … what a crazy August it’s been for The Phone Lady. I’ve had the honour of attending a conference in Iowa, working with very energetic sales and customer service teams in Toronto and travelling to all  four Atlantic provinces in four days to share phone communication … Read more

The Second Call

By Mary Jane Copps | August 21, 2016

  This week I’m honoured to introduce you to Dimitra Chronopoulos. She and I have connected through this blog, Twitter and LinkedIn and she has generously offered to share with us one of her own “phone stories”.   Are you reluctant to make a second … Read more

Show, Don’t Tell

By Mary Jane Copps | August 14, 2016

My mother’s name was Mercy Stone Goodwill. She was only thirty years old when she took sick, a boiling hot day, standing there in her back kitchen, making a Malvern pudding for her husband’s supper. A cookery book lay open on the table: “Take some … Read more

Whose Time Are You Wasting?

By Mary Jane Copps | August 7, 2016

  This summer I’ve had the honour of working with smart, dedicated, enthusiastic sales teams. While each group was unique, they all shared a passion for their work, for learning and  for understanding  the “why” of today’s effective phone communication. This resulted in training sessions so … Read more

Expectations: Yours or Theirs?

By Mary Jane Copps | July 24, 2016

Customer service often finds its way into conversations I have with family, friends and colleagues.  Whether it’s fabulous, good or deplorable, it ‘s something we all notice and we freely share our experiences with others. Good service means doing what the customer expects, and while … Read more

The Power and Beauty of the Human Voice

By Mary Jane Copps | July 17, 2016

In 2003 a friend encouraged me to start a business centred on phone communication skills. I was skeptical.  He insisted. At this point, I’d been working with him part-time for 2 years, and he’d listened to me as I’d grown his software business from 11 clients … Read more

Summer’s Ease = Opportunity

By Mary Jane Copps | July 2, 2016

It is tempting. I’m struggling with it a bit myself – a desire to slow down, go to the beach, read on the deck  – basically behave like I did in elementary school and September seemed a very distant possibility. But don’t give in to that temptation … Read more

Mid-Year Logic for Year-End Success

By Mary Jane Copps | June 26, 2016

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

What’s Your Anthem?

By Mary Jane Copps | June 18, 2016

It is incontestable that music induces in us a sense of the infinite and the contemplation of the invisible. ~Victor de LaPrade The 1931 IBM song “Ever Onward” was one of over 80 musical numbers included in the company songbook. It was performed at company … Read more

4 Steps to a Great Vacation Message

By Mary Jane Copps | June 11, 2016

It’s coming! Even though here on the Atlantic coast we’ve seen more fog and cloud than sun, we know that summer is on it’s way, bringing well-deserved vacation time and …voice mail vacation messages. In the excitement of summer vacation – or really any vacation … Read more

The Forgotten Follow Up – Part Four

By Mary Jane Copps | June 5, 2016

Whether each of us will admit it or not, we have all “dropped the ball” when it comes to following up. Even when we use a CRM (Customer Relationship Management system), it is still possible to click past a reminder, telling ourselves we’ll get back to … Read more

Follow Up Builds Trust – Part Three

By Mary Jane Copps | May 27, 2016

In a recent workshop, a participant shared this challenge: Ten days earlier she had spoken to a prospect she has wanted to work with for years. It was a great conversation and the prospect did agree to take the next step  – move into the discovery … Read more

Follow Up as Art – Part Two

By Mary Jane Copps | May 22, 2016

The phrase “follow up” can be defined as an activity carried out in order to further develop earlier work. For me this brings to mind the stages involved in creating a painting, or sculpture, or writing a book. For all works of art, there is a … Read more

The Language of Following Up – Part One

By Mary Jane Copps | May 14, 2016

Early in April I received a sales call that caught my attention. It was from VoiceAmerica; they produce podcasts. In her voicemail message, the woman who called identified herself as a “producer” and used words that sparked my interest, i.e. discovered you, the research we’ve done, … Read more

Do You Need to Transform?

By Mary Jane Copps | May 8, 2016

  In the past 10 years I’ve worked with hundreds of entrepreneurs and salespeople. They have all wanted to  build revenue and create strong relationships with their prospects and customers. I’d like to say that every one of them succeeded at making this happen … … Read more

Cold Calling – The Beginning of Service

By Mary Jane Copps | May 1, 2016

After hearing from clients, friends and colleagues that it was a “must see” for me, I recently took the time to watch The Wolf of Wall Street. While it doesn’t fit my taste in films, it does include some wonderful dialogue on the use of … Read more

What Do Others Hear?

By Mary Jane Copps | April 24, 2016

  In each of my workshops there is at least one person who believes that the sound of their voice prevents them from communicating effectively on the telephone. This is rarely true. But all of us have habits that we’ve woven into our speaking patterns … Read more

The Cold Call – It’s Essential Research

By Mary Jane Copps | April 17, 2016

I recently received a phone call from a woman working for Pitney Bowes. Her call was the  4th or 5th call I’ve received from the company this year. She wanted to sell/lease me a postage meter. (When I mentioned these calls to the young participants in a … Read more

The #1 Way to Build Relationships

By Mary Jane Copps | April 10, 2016

  “The conversation is the relationship.” Susan Scott, CEO & Founder, Fierce Inc. I recently received a note from an entrepreneur who participated in one of my October workshops. He shared that the techniques we worked on continue to have a positive impact on his company’s ability … Read more

Cold Calling? Know the Answers to These Two Questions

By Mary Jane Copps | April 3, 2016

Imagine for a  moment that you are at your desk working on a project, proposal or responding to email. Your phone rings. You look at call display but do not recognize the phone number. Curiosity trumps the irritation of being interrupted and you answer the … Read more

Your Presence is Requested

By Mary Jane Copps | March 27, 2016

  Presence is a noun, not a verb; it is a state of being, not doing. Debbie Hall Earlier this week I listened again to Debbie Hall’s brief essay “The Power of Presence”, part of the This I Believe collection which I return to often for inspiration and perspective. … Read more

Are You Tone Deaf?

By Mary Jane Copps | March 13, 2016

One of my most closely held beliefs is that we can accomplish anything, work with anyone, see our lives, businesses and even this world of our’s evolve in anyway we wish, if we communicate effectively with each other. I’m not alone in this belief. Most … Read more

8 Steps to Being Assertive

By Mary Jane Copps | March 6, 2016

This week my colleague, Catherine Doucette, BPR, MEd, CTDP, offers insight into the value of  being assertive in difficult conversations. Catherine is a Training and Performance Consultant who makes a measurable impact on organizations by delivering customized business communications, leadership, and training for the trainer (facilitation, … Read more

What We Accept Becomes Our Reality

By Mary Jane Copps | February 28, 2016

In the 1970s, Bell Canada introduced WATS lines (Wide Area Telephone Service), providing companies access to toll-free numbers and  long distance at fixed rates. Available throughout the US in 1967, indications are that AT&T was generating a billion dollars in annual revenue though WATS lines by … Read more

Sound Advice: Creating Your Best Voice

By Mary Jane Copps | February 21, 2016

  In almost every workshop, someone asks me about improving the sound of their voice. While I can share the things that I do (sip water throughout the day, sing, hum), I am not an expert. I rely on the advice of Natasha Marchewka. Over … 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.