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The Phone Lady's Blog

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phone prospecting

Overcoming Call Reluctance (Part I)

By Mary Jane Copps | November 15, 2019
man talking on the phone

There was great feedback during my recent Dial In webinar on call reluctance. The one that stands out for me the most was from a participant who commented that they didn’t realize other people were struggling with the same issues around picking up the phone. … Read more

“Best Time” Statistics Support Procrastination

By Mary Jane Copps | April 28, 2019
alarm clock on desk

In 2009, when I decided to experiment with something called “blogging”, all the pundits said I shouldn’t post on a Sunday. Sunday, apparently, was the worst possible day; no one opened and read blogs on Sunday. But, for a variety of reasons, it worked for … Read more

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

Our #1 Responsibility as Entrepreneurs & Salespeople

By Mary Jane Copps | September 22, 2018

Whenever I work with entrepreneurs I ask them: “What is your first and most important responsibility?” The popular answer is “make money”, and of course this is vital. But at the top of the priority list is … letting your target market know you exist. … Read more

Are You “Polite-ing” Yourself Out of Conversation?

By Mary Jane Copps | May 4, 2018

With some frequency, people ask me, “What is today’s phone etiquette?” I always hesitate to answer. Maybe the word ‘etiquette’ makes me stumble. It comes from the Old French estiquette, meaning label or ticket, and refers to a tradition from the 1700s of small cards with … Read more

When Does The Meeting Start?

By Mary Jane Copps | February 18, 2018

This past week, one of my coaching clients had an “aha moment” that will forever change her attitude to the phone calls she is required to make. She spoke to me about this revelation with such clarity that I need to share it with you … Read more

How to Respond to a Dreadful Sales Call

By Mary Jane Copps | September 2, 2017

My friend and colleague Anita Kirkbride of Twirp Communications sent me a midday email last week with this subject line: I just received the worst cold call ever.  I shudder when I hear this because shoddy salespeople allow long-held negative stereotypes to persist. Sales is … Read more

How to Find Your “Who”

By Mary Jane Copps | August 6, 2017

A coaching client recently expressed her dismay at not being provided the right contact name within a large organization. She was allowing this to impact her prospecting goals. Within minutes I had her back on track with the names of several individuals that could be … Read more

Case Study: Lessons from a Cold Call to The Phone Lady

By Mary Jane Copps | July 23, 2017

One thing I tell everyone: “If you want to get better on the phone, use the phone more often and learn from each conversation.” How did that cold call make you feel? What were your reactions during that customer service experience? There’s something to be learned … Read more

A Tale of 3 Assumptions

By Mary Jane Copps | July 16, 2017

Assumptions are – and always have been – vital to our survival. Since ancient times we have made assumptions that have kept us alive, while hunting for food, exploring new territories  … and building businesses. But they can also be harmful, especially to our businesses … Read more

Interrupting Myopia: Helping Prospects Embrace Your Value

By Mary Jane Copps | March 19, 2017

“Communication is not saying something; communication is being heard.” – Frances Hesselbein (Click to Tweet This!) A common frustration surfaces when I work with seasoned sales and customer service teams. “Why,” they ask me, “is it so difficult today to get prospects and customers to … Read more

Fewer Words, More Conversation

By Mary Jane Copps | March 5, 2017

The most important outcome of speaking with a prospect – or existing client – is learning more about them. Our ability to serve is directly connected to how much we understand their needs, challenges and goals. Yet many times we end a phone conversation without … Read more

Ignorant Sales Calls Alienate Potential Customers

By Mary Jane Copps | November 6, 2016

One of the first salary cheques I ever signed (back in 1988) was for an employee whose job seems a bit ridiculous today. She read magazines and newspapers, listened to specific radio and television programs, and provided me with detailed information on individuals I could … Read more

Are You Being Received?

By Mary Jane Copps | November 2, 2014

Recently home from a week of travelling (in wonderful Prince Edward Island – beach photo included here),  I took a few moments to clear out my Spam folder and was reminded of one of the many ways phone communication trumps email. When you send email to … Read more

Don’t Chat with Strangers

By Mary Jane Copps | June 22, 2014

This week I’m introducing you to Peggy Issenman, owner of the graphic design firm Peggy & Co., based here in Halifax. I have known Peggy for several years as we have friends in common and have found ourselves enjoying each other’s company at birthday and … 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.