The Phone Lady's Blog

Inspire Conversation

phone sales

Creativity, Logic and Noise

By Mary Jane Copps | March 17, 2013

Phonework contains a unique combination of creativity and logic that has captivated me for 26 years. The writer in me embraces the language challenges – finding the right words and presenting them in the right way to clearly communicate ideas and inspire conversation. Effective phonework … Read more

Begin . . .

By Mary Jane Copps | March 10, 2013

In the past 6 weeks two entrepreneurs have approached me about making calls to potential clients on their behalf. And in both cases, they picked up the phone themselves and discovered their own “phone power”. There’s freedom in this – a greater confidence in creating … Read more

Another Perspective

By Mary Jane Copps | March 3, 2013

This week I bring you someone else’s thoughts on phone communication, courtesy of colleague Andrew Scollick of Falconer Group Andrew is indeed a voracious reader and I send him my thanks for connecting me with this Harvard Business Review Blog by Dan Pallotta ( … Read more

Powerful Words: How

By Mary Jane Copps | February 17, 2013

What is the cost in terms of time and lost opportunities when salespeople “chase” unqualified leads? This was the focus of a vibrant discussion I had this week with my colleague Peter Skakum  ( For me, in addition to the cost, the element of disrespect … Read more

Powerful Words: What

By Mary Jane Copps | February 4, 2013

When we pick up the phone to call a customer or a potential customer, our objective should be to inspire conversation. With our customers, we want to learn more about them, find out how we can provide more or better service. After all, they are … Read more

Powerful Words: Names

By Mary Jane Copps | January 27, 2013

This past week I immersed myself in phonework for three solid days – a rare occurrence that I welcomed with excitement. (I know, I know, many of you think that is completely bonkers!) But dialing the phone to accomplish a specific goal is the foundation … Read more

Powerful Words: Or

By Mary Jane Copps | January 20, 2013

No matter why we pick up a phone – to close a sale, book a meeting, connect with a customer or resolve a service issue  – being able to inspire a conversation holds tremendous value. It is through conversation that we can: *hear opinions, thoughts … Read more

Powerful Words: Comfortable

By Mary Jane Copps | January 13, 2013

One of the best ways to improve communication with others (on the phone, in writing and in person) is to focus on them. In other words, as I’ve shared in previous posts … It’s Not About You! Using the word “comfortable” on the phone helps … Read more

Powerful Words: The Language of Effective Telephone Communication

By Mary Jane Copps | January 6, 2013

Happy New Year! I hope everyone enjoyed a peaceful holiday season and that 2013 holds not only prosperity but a few dreams come true for each of us. This quote has been following me around the past few weeks: “I like good strong words that … Read more

It’s All In The Name …

By Mary Jane Copps | November 11, 2012

How you answer your business telephone – be it a land line or a cellphone – tells your customers a lot about you and the service you provide. If you want to deliver “awesome” follow the simple guidelines below: 1)     Express your desire to be … Read more

Montreal: January 1916

By Mary Jane Copps | October 28, 2012

One of the joys of creating my course for the Nova Scotia Community College (NSCC) was working with Lise Noel, Archivist, Bell Historical Collection. Everyone in the class has had so much fun looking at both print and television advertising, as well as training pamphlets … Read more

A Delightful Discovery

By Mary Jane Copps | September 30, 2012

On a very hot July day this summer David (my husband) and I were driving home from the Valley when we came across a roadside flea market. He spied a table full of tools and had to investigate. Staying in the car would have been … Read more

Perfect Pairing: LinkedIn and A Telephone

By Mary Jane Copps | September 23, 2012

It has been a great week here at The Phone Lady. In fact,  I’ve been a wee bit giddy as I’ve pushed against some perceived boundaries and learned something many of you may already know – when you push against boundaries, you discover new territory.  … Read more

The Phone is Part of Your Brand

By Mary Jane Copps | August 8, 2012

How employees behave on the telephone is, or at least should be, a vital component of every company’s branding, of their “personality”.  Why? Because every time we interact with a customer or prospect we are influencing their decision to stay or become our customer. Whether … Read more

Keep Your Martini Glass Full

By Mary Jane Copps | July 5, 2012

First – thanks to all who completed my blog survey. Your information is very valuable and you’ll see the impact in action here in the coming weeks. Second – I’m excited to share that … I’m in the July/August issue of Atlantic Business Magazine! On … Read more

The Practice of Great Messages – and holiday pics

By Mary Jane Copps | May 21, 2012

Here’s a tweet that I love, sent out by @isl – isl web marketing and development . (I had the pleasure this past week of spending time with this very enthusiastic and energetic team through my work with The Lunch Pack ):   We had … Read more

Making Things Happen With LinkedIn

By Mary Jane Copps | May 6, 2012

 One of my favorite tasks as The Phone Lady is working with busy entrepreneurs who are traveling – booking appointments for them with potential clients in specific cities. I love the challenge of this work – the research element, the tight deadlines, all the various … Read more

One More Call

By Mary Jane Copps | April 22, 2012

Apologies for my absence last week. I sat down early last Sunday morning and went to an author’s website – someone I was going to share with you – but within seconds my laptop was consumed by trojans and other assorted malware. (And my Twitter … Read more

A Pioneer of Social Media

By Mary Jane Copps | March 11, 2012

Saturday March 10 2012 – Alexander Graham Bell’s first phone call was made 136 years ago today. And while our interactions with this amazing invention have changed substantially, it’s probably safe to say that very few of us get through a whole day without using … Read more

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