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The Phone Lady's Blog

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phone messages

What Are Your “Details”?

By Mary Jane Copps | November 11, 2018

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

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

The #1 Way to Increase Phone Conversations with Prospects and Customers

By Mary Jane Copps | July 28, 2018

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

Millennials Are On The Phone … But You Aren’t Answering!

By Mary Jane Copps | June 4, 2017

Last week’s post (Calling All Generations – How to Work with Millennials on the Phone) sparked an immediate reaction from one reader, a millennial himself, who found both my ideas and tone offensive. Why? It turns out I ignored a vital aspect of Millennials’ relationship … Read more

The AABC’s of Leaving Messages – Part III

By Mary Jane Copps | March 16, 2014

“B” stands for Be Brief or Be Precise. Most of us would immediately say “yes” to having more time; our days are filled to capacity. This is why a loooooong voice mail message is unappreciated, often unanswered and sometimes deleted without ever being heard. The … Read more

The AABC’s of Leaving Messages – Part I

By Mary Jane Copps | March 2, 2014

Leaving a message is one of the basics of effective telephone communication yet many of us find ourselves stumbling “at the sound of the tone”. The first “A” of message leaving stands for Always, as in always leave a message. Of course, there’s an exception … 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.