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The Phone Lady's Blog

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customer excellence

Serious About Creating Consistent Revenue? You Need CRM Software, Not a Spreadsheet!

By Mary Jane Copps | January 31, 2020
man talking on the phone while checking his laptop

Almost every small business owner I’ve worked with starts out keeping track of prospects using a spreadsheet. They carefully choose and set up the columns. Then they add to it weekly, sometimes daily, listing all the people they’ve spoken to and a bit of information … Read more

Our Aging Customers: Are You … and Your Staff … Prepared?

By Mary Jane Copps | July 7, 2019
senior customer

This week’s post is from Rosanne Burke, a dementia care consultant, trainer and speaker. She offers dementia training workshops for business owners who want to learn how to make their business dementia-friendly and helps family caregivers feel more confident and competent by creating a personalized … 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

The #1 Reason To Improve Your Listening Skills

By Mary Jane Copps | May 26, 2019
listening

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

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

There’s a Customer Service Crisis Headed Your Way!

By Mary Jane Copps | April 7, 2019

A bank teller wants to do more for the customer who suddenly requests all their funds but is confused and forgetful throughout the transaction. A dentist wonders what she can do for a long-time patient who struggles to pay their bills because they can’t remember … Read more

Remorse, Realizations and Reality

By Mary Jane Copps | March 24, 2019

My post of March 10 created feedback and debate, not only here on my website but on social platforms. Similar to most creators of a regular blog, I was thrilled this happened. Not only that, I learned a lot from the ensuing discussion that will … Read more

Clear the Queue vs. Deliver Excellence

By Mary Jane Copps | March 17, 2019

Sara Moginot is a customer service aficionado, a regular reader of this blog … and the author of this article. While walking along the beach one afternoon, I watched my big red dog dart in and out of the waves. Groot brings zest to everything he … 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

What’s Your Post-Sale Process?

By Mary Jane Copps | March 3, 2019

There’s no doubt that it’s great to make a sale. Tons of work and effort go into the moment when a prospect finally becomes a paying customer, so it’s definitely something to celebrate but … what comes next? Do you know? Does it bring value … Read more

Incivility Costs Us … Even After the Call!

By Mary Jane Copps | February 10, 2019

Sara Moginot is a customer service aficionado, a regular reader of this blog … and the author of this article. From sarcasm to bullying, incivility in the workplace reduces productivity, lowers morale and increases employee stress levels. Whether we are a victim or a witness, there’s … Read more

Connecting with Your Compassion – 7 Easy Steps

By Mary Jane Copps | February 3, 2019

After reading my post about a recent car accident and compassionate communication, Duncan Ebata of Shift! Food in Wolfville, NS, sent me this question on Instagram: “How do we structure conversations to have more compassion and still get what we need done?” Great question! How can we … Read more

A Dog, a Kayak and a Phone Lesson

By Mary Jane Copps | January 27, 2019

Sara Moginot is a customer service aficionado and a regular reader of this blog. She recently had a “light bulb moment” while enjoying an outdoor adventure with her dog … something that’s valuable for all of us to consider when our phone rings. What did … Read more

Accident-al Conversations: How Compassion Can Change Everything

By Mary Jane Copps | January 20, 2019

On Monday afternoon at 1:20 pm, driving back to my office from a workshop in Truro, I was rear-ended at a stop light. (It’s important to say here that I’m fine. The car is undergoing repairs until early February, but I’m perfectly fine.) The next … Read more

Customer Service By The Numbers

By Mary Jane Copps | December 1, 2018

When it comes to creating a great experience for our customers, we need to ask the question, “What do our customers want?” Delivering service based on their expectations is key to our success. Fortunately, there are companies out there crunching the numbers for us and … Read more

When We Follow Procedure …

By Mary Jane Copps | November 25, 2018

Two years ago a Toronto-based client introduced me to their downtown hotel of choice. I deeply appreciated both the atmosphere and the service I received. Since then, whether in the city for work or personal reasons, I’ve stayed at this hotel. So I was very … Read more

Keep Your Team “In The Loop”

By Mary Jane Copps | November 4, 2018

Florence Anderson is a customer service aficionado and a regular reader of this blog. She’s responding to the October 6 post with an insightful story about email assumptions and the chaos that can result. When should an email be accompanied by a phone call? What’s … 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

What I’m Thinking About: Loyalty

By Mary Jane Copps | September 30, 2018

The word “loyalty” has become strongly associated with marketing activities. There are loyalty cards and programs. There are special offers and prizes. Loyalty is something businesses strive to capture, yet, as illustrated in a recent post, don’t always know how to retain. Perhaps that’s because … Read more

What’s the Value of Loyalty?

By Mary Jane Copps | September 14, 2018

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

10 Ways to Uncover What Your Customers Experience

By Mary Jane Copps | August 26, 2018

We have all received dreadful customer service. It happens over the phone, in person and online. It can make us angry, frustrated and disappointed, and left wondering why the business would allow their staff, or their automation, to treat us so badly? Yet all of … Read more

Customer Service: It Takes A Village

By Mary Jane Copps | August 5, 2018

On July 22 I shared with you a challenge I was having with my accounting software, Sage, and how it was influencing my thoughts on customer service. Not only did I receive great comments on the post, it ended up inspiring numerous online, phone and … Read more

What I’m Thinking About: Customer Service

By Mary Jane Copps | July 22, 2018

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

What I’m Using: Refract.ai

By Mary Jane Copps | July 7, 2018

As a tool for improving phone conversations, artificial intelligence was sitting in a distant corner of my priority list, until Krystal Hobbs introduced me to Jim Brown who interviewed me on his podcast Sales Tuners which was heard by Richard Smith of Refract.ai who called … Read more

Strategies for Difficult Conversations – Part V

By Mary Jane Copps | June 9, 2018

A few weekends ago two events collided and created this post. The first was a drive across the bridge early Saturday morning to speak at a conference. Listening to the radio, I noted that the host of the program was encouraging listeners to email him … Read more

Strategies for Difficult Conversations – Part IV

By Mary Jane Copps | June 3, 2018

For all of us, no matter where we’ve lived, where we’ve travelled or what languages we speak, a phone call with an unfamiliar accent can be a challenge. What I discovered, when I moved from the Northern Ontario mining town of my childhood to Toronto, … Read more

Strategies for Difficult Conversations – Part III

By Mary Jane Copps | May 27, 2018

Every phone call has the potential to startle us and when this happens the most effective words can be difficult to find. For Heather Clarkson of the Employment Solutions Society this occurs “when people don’t follow through with what they were supposed to do, when they do … Read more

Strategies for Difficult Conversations – Part I

By Mary Jane Copps | May 13, 2018

The past two weeks I’ve received numerous emails from followers and clients with questions about difficult conversations. From accents to constant talkers, and from disrespectful language to unfulfilled promises, some phone calls are definitely challenging. The next few posts will feature my favourite strategies. And … Read more

“I’m Absolutely Loving This Conversation …”

By Mary Jane Copps | April 22, 2018

Conversation is how we continually increase our sales, retain our customers and reveal opportunities. It is the key to exceeding expectations and creating consistent business growth, yet many of us have developed the habit of avoiding conversation. We default to text communication where we can … 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.