The Phone Lady's Blog

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Do You Need A Stop Sign?

By Mary Jane Copps | November 28, 2020
woman at desk holding stop sign

Over the past few months, I’ve experienced an amazing increase in requests for front desk and customer service phone skills training. I’m delighted, of course. This is where my interest in phone skills began, way back in 1979. I was working part-time at a real … Read more

Please … Don’t Forget Your “Receptionist”

By Mary Jane Copps | July 25, 2020
receptionist speaking on phone behind desk

For many, many years receptionists were an exclusive perk of the upper echelon of the business world. As an employee moved up the “corporate ladder”, they reached a point where someone else started answering their phone. You can witness this in television series and movies … Read more

Are You Ignoring Your Receptionist?

By Mary Jane Copps | March 30, 2019
receptionist

Sometimes, on the most hectic of days, we find the time to do that something extra that needs to get done, right? I had one of those days a few weeks ago and as I was rushing about to make sure I had everything I … 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

Your Receptionist Needs You

By Mary Jane Copps | March 3, 2018

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

5 Steps to Answering Your Business Phone

By Mary Jane Copps | February 25, 2018

Recently The Casper Agency of Saint John, NB sent me a question via Twitter. Much to my surprise, it turned out to be a subject I haven’t featured in this blog. So, without further delay, here’s my best advice for how to answer your business phone. … Read more

Customers That Do This … Want to Work With You!

By Mary Jane Copps | February 4, 2018

Andrea Kaye, owner of Alta-Sask Wellness, reminded me earlier this week of a very basic change in phone communication that has a big impact on her business. In her busy clinic she encounters this phone behaviour daily, and it’s possible you do, as well. Here’s … Read more

Are You a Work “Protectionist”?

By Mary Jane Copps | January 14, 2018

Admittedly I’m being very liberal in my use of the word “protectionist”, which means “someone who upholds the economic policy of restraining trade between states”. But for the past few years, a similar philosophy has surfaced in our daily business lives. In an effort to … Read more

What Do Your Customers Hear?

By Mary Jane Copps | January 12, 2014

Happy New Year everyone! I’m certainly looking forward to an abundant and joyful 2014 and am so pleased I can share it with you. My holiday, which was perfect, did provide this week’s phone story. Our days of family, friends and food meant we did … Read more

In this episode of the Sales Reinvented podcast, Mary Jane shares how a good story is crafted, what makes a great storyteller, and even tells one of her favorite stories.
Listen to this podcast discussing why trends in customer service calls, how to make sales calls more effectively and more.
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.
This Hour Has 22 Minutes
22 Minutes correspondent, Brandon Hackett, figures out which end is up on this thing called a telephone, with help from The Phone Lady. Watch Telephone Lessons for Millennials.
The Wall Street Journal.
Banks Curtail Employee Use of Voice Mail: Voice mail is viewed as an expensive vestige of a bygone era. See what The Phone Lady has to say.