The Phone Lady's Blog
The Four Factors That #InspireConversation
A factor is an “influence that contributes to a result or outcome”. With our prospects and customers, we want our conversations to move everyone forward into decision making and deeper relationships. There are four factors we need to work with to make this happen. Understanding … Read more
What Are Your “Details”?
This oft-asked question came up in a workshop earlier this week when discussing how to leave effective voicemail messages: What should we say when the person’s instruction is to “leave a detailed message”? What is a detailed message today? What details should you leave to … Read more
The #1 Way to Increase Phone Conversations with Prospects and Customers
Last week I received an email request from a not-for-profit in Toronto. They had found my website and were looking for information on how I might help them with fundraising calls. I happened to be at my desk when the request came in and I … Read more
Your Receptionist Needs You
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
7 Ways to Reach Potential Sponsors With A New Idea
On June 22, for the first time, Halifax will join a world-wide community in celebrating Social Media Day (originally launched in 2010 by Mashable to recognize and honour the impact of social media on global communication) with a full-day conference focused on learning, sharing and … Read more
A Telephone Truth
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
One Simple Step to Increase Follow-Up Success
Do you recognize this situation? You meet with a potential new client and have a great discussion. They are honest and open about their challenges; you present thoughtful and well-received ideas for possible solutions. They request a proposal and follow up. You deliver the proposal … Read more
The Simplest Way to Increase Sales
Since attending Dreamforce in October, I’ve received dozens of sales calls and even more prospecting emails … and I’m grateful. Each of these has provided me with valuable insight into why some companies, both large and small, are struggling to meet their sales goals. Here … Read more
Here’s Why Your Sales Calls Aren’t Working
Attending Dreamforce 2016 in early October continues to provide me with unexpected – and incredibly valuable – business lessons, including new knowledge about today’s sales calls and why so many people think the “cold call is dead”. Whether you are in sales or customer service, … Read more
Who’s On Your “Hot List”?
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
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
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
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
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?
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?
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
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
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
What’s Your Anthem?
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
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
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
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
The Language of Following Up – Part One
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?
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
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
The Cold Call – It’s Essential Research
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
Your Presence is Requested
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?
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
What We Accept Becomes Our Reality
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
Combining Persistence and Gratitude
I’m honoured to share with you a post from my colleague and friend, Steve Foran. His story on prospecting actually inspired a few tears on my part – in a good way. Read on: Last weekend I experienced a collision between my philosophies of gratitude and effective … Read more
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