The Phone Lady's Blog

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Top 3 Challenges to Effective Phone Communication

By Mary Jane Copps | November 22, 2015

  When we pick up the phone to speak with our customers or prospects today, we encounter three main challenges that often prevent us from communicating effectively. Challenge #1:  Everyone is overwhelmed. It doesn’t matter who we are calling, or whether we are calling them at work or at home, or … Read more

Learning is Uncomfortable

By Mary Jane Copps | November 15, 2015

“To be outstanding, get comfortable with being uncomfortable.”  Alrick Koundenburg I’m reminded of these wise words every time I face a room of young students, some of them with pens poised, others with fingers hovering over keyboards. They are hoping I will say the one … Read more

Conversation Leads to Possibility

By Mary Jane Copps | November 1, 2015

After a particularly hectic week, I chose to  lie low on Friday  night and listen to the radio while reviewing both email and hurriedly scratched notes that needed further attention. It was a very fortunate decision on my part because CBC’s show Ideas is celebrating … Read more

Creating Fewer Decisions

By Mary Jane Copps | October 25, 2015

Decision fatigue is one of the biggest challenges impacting communication today, so it’s worth revisiting this information I first published in 2015. It is estimated that adults make 35,000 decisions each day – which does sound ridiculous, but when we consider that each email we … Read more

The #1 Way To Build Relationships

By Mary Jane Copps | September 13, 2015

Wise men talk because they have something to say; fools because they have to say something. Plato My summer months were filled with delightful social situations, but The Phone Lady part of my brain doesn’t always understand the word “vacation”. It still observes and analyzes, feeding my … Read more

What’s So Great About Fall?

By Mary Jane Copps | September 7, 2015

Yup – that’s a red maple leaf that crossed my path during my Labour Day travels. It’s a colourful reminder that … it’s September. And whether or not you live where leaves become yellow, orange and red, it’s still the final four months of 2015. Now is the … Read more

When Does Voicemail Matter?

By Mary Jane Copps | August 22, 2015

It started in December 2014, when Coca Cola announced that it was eliminating voicemail at head office. Then in June, Daniel Huang of The Wall Street Journal, contacted me to comment on major US banks shutting down voicemail for some internal departments. This reality – that … Read more

When Do CEOs Return Cold Calls?

By Mary Jane Copps | August 8, 2015

Well, in this case it was Friday morning. The CEO of a large New York-based company (approx. $100M in revenue) left me an urgent message early Friday morning, August 7, requesting that I call him on his cellphone as soon as possible. He answered my … Read more

Response: When & How to Leave the Details

By Mary Jane Copps | July 19, 2015

Welcome to a guest post by Linda Daley, owner of Daley Progress. She had an immediate reaction to my last post and agreed to share her thoughts with us. Linda helps busy business owners build relationships and their reputation through their newsletters. Read her articles on the Work … Read more

The Illusion of the Detailed Message

By Mary Jane Copps | July 12, 2015

Why do some voicemail messages result in a return call and other’s don’t? While there are a wide variety of reasons, one of the biggest contributors to the unreturned call is the detailed message. The role of the detailed message is : 1) to provide information to … Read more

How To Cold Call Even When You Are Afraid

By Mary Jane Copps | July 5, 2015

Welcome to the second guest post by Scott Davis, owner of Davis Writing Solutions, documenting his discovery of the power of phone communication. His dedication to his craft – and to embracing phone communication – is inspirational. Enjoy and share!  Does the thought of making cold calls … Read more

#1 Reason to Refine Your Phone Skills

By Mary Jane Copps | June 28, 2015

Mid-June delivered two notable moments for The Phone Lady: 1) On Saturday June 14, my interview with freelance writer Adam McDowell was published as the Saturday feature in the National Post’s Weekend Post. This was followed, on June 16, by the full article being published online, … Read more

How I Learned to Cold Call

By Mary Jane Copps | June 14, 2015

Welcome to the first in a series of posts by Scott Davis, owner of Davis Writing Solutions, documenting his discovery of the power of phone communication. His dedication to his craft – and to embracing phone communication – is inspirational. Enjoy and share!  I’m terrified … Read more

What if You Changed Your Mind?

By Mary Jane Copps | May 31, 2015

“Change your thoughts, change your world” was introduced to us by Norman Vincent Peale , a minister and author who, in 1952, published The Power of Positive Thinking,  a book that garnered him a lot of criticism and created quite a bit of controversy. Today is has been translated … Read more

Solving the Persistence Puzzle

By Mary Jane Copps | May 23, 2015

Welcome to the fourth in a series of posts by Leslie Gallagher, owner of Worklocal.jobs, documenting her discovery of the power of phone communication. I’ve been inspired by the joy, excitement and success she’s generated while developing her new skills – and I hope you are too. Enjoy … Read more

4 Steps = Great Vacation Message

By Mary Jane Copps | May 18, 2015

This Canadian long weekend seems like the perfect time to revisit how to create your vacation voice mail message. After all, summer vacation is coming our way! In the excitement of summer vacation – or really any vacation – people become, well, thought-less. This can … Read more

Saving the Best for Last

By Mary Jane Copps | April 26, 2015

Welcome to the third in a series of posts by Leslie Gallagher, owner of Worklocal.jobs, documenting her discovery of the power of phone communication. I’ve been inspired by the joy, excitement and success she’s generated while developing her new skills – and I hope you are too. Enjoy and … Read more

What If You Were Honoured?

By Mary Jane Copps | April 19, 2015

Imagine you are at a large business event and the person closest to you politely begins a conversation. They are familiar with your company and your industry and express genuine interest in the work you are doing. Not only that, they ask intelligent questions and … Read more

The Truth About Phone Skills

By Mary Jane Copps | April 12, 2015

Welcome to the second in a series of posts by Leslie Gallagher, owner of Worklocal.jobs, documenting her discovery of the power of phone communication. I’ve been inspired by the joy, excitement and success she’s generated while developing her new skills – and I hope you are too. Enjoy and … Read more

The Price of Arrogance

By Mary Jane Copps | April 5, 2015

I’m no stranger to arrogance . . . and neither are you. All of us, from time to time, believe we know better, have “the” answer, are smarter or more important. It ‘s human nature for our ego to occasionally take over in this way. … Read more

Fun … and Productive!

By Mary Jane Copps | March 14, 2015

I want to share with you one of the highlights of my week. Actually, let me revise that – one of the highlights of my career as The Phone Lady. The past few years have revealed that many young people (I’ll say those under 30) … Read more

The 3 Basics of Effective Phone Communication

By Mary Jane Copps | February 28, 2015

A dear friend of mine used to say “There are three possible answers to every question – yes, no and I don’t know.” I’m reminded of the wisdom of these words often, especially when it comes to the telephone. Effective phone communication is direct and honest. … Read more

3 Small Words That Inspire Conversation

By Mary Jane Copps | January 11, 2015
conversation

  One of the most important skills needed for excellent phone communication is the ability to inspire conversation. Whether you are on the phone with a client, prospect or your sister who lives in Australia, you want to create a flow of thoughts, ideas and … Read more

Random Actions vs Clear Process

By Mary Jane Copps | November 23, 2014

Defining a sales process –  and being disciplined about it –  is a common challenge for both salespeople and entrepreneurs. I want to offer a solution so you can meet – or exceed – your sales goals for 2015.  I’ve designed a new one-day workshop – Create Consistent … Read more

Creating Tomorrow’s Revenue

By Mary Jane Copps | November 16, 2014

Don’t judge each day by the harvest you reap, but by the seeds you plant. Robert Louis Stevenson In seven weeks The Phone Lady will enter its ninth year of business – which both astonishes and delights me. All these years of teaching, coaching, networking and … Read more

Respect Your Phone Time

By Mary Jane Copps | November 9, 2014

With thanks to Halifax visual artist Jacqueline Steudler for this instructive phone story. Recently Jacqueline read about a workshop that interested her, but had some questions she needed answered before registering. She phoned the facilitator. After the initial introductions, Jacqueline sensed the facilitator’s unease and asked … Read more

Give Yourself What You Need

By Mary Jane Copps | October 5, 2014

“When you’re prepared, you’re more confident. When you have a strategy, you’re more comfortable.” Fred Couples Speaking on the phone has a lot in common with public speaking. And according to a wide variety of studies and surveys, public speaking is the #1 fear of North … Read more

When You Say “Hmmmm”

By Mary Jane Copps | September 7, 2014

“Failure to communicate adequately” is a common definition of miscommunication. I find it interesting how this definition puts all of the responsibility on the communicator – none on the listener. And why “adequate”? By who’s standards? How do we know when our communication has been … Read more

The “Tell” of Telephone

By Mary Jane Copps | July 6, 2014

Open-ended questions are the key to successful phone conversations with both customers and prospects – but we don’t always think of them quickly. Here’s my favourite. – I rely on it constantly and hear it used regularly by journalists:  “Tell me more.” As in: “Tell me … Read more

No Need for Speed

By Mary Jane Copps | May 25, 2014

“The trouble with talking too fast is you may say something you haven’t thought of yet.” Ann Landers Time spent on the phone, whether it’s with friends and family or with clients and prospects, is intimate communication. Next to being in the same room with someone, … Read more

Mary Jane shares her wisdom on lead generation, lead follow-up, and sales strategy on this podcast.
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
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.