The Phone Lady's Blog

Inspire Conversation

sales skills

The Case for Over-Communicating

By Mary Jane Copps | May 28, 2023

Since March 30 I’ve been constantly thinking about an email I received from my dear friend and colleague, Natasha Marchewka. Natasha is definitely one of life’s constant learners and she’ll often send me things she’s discovered. In this case, it was a quote from James … Read more

Ignorance Shatters Sales Skills

By Mary Jane Copps | May 13, 2023
woman talking on the phone

In case you’d like to listen to this blog post, you can enjoy my audio version (I start at the 14 second mark.). – listen here. This past week I answered a call from an unfamiliar number in Ontario. There was a cheerful woman at … Read more

Getting Curious About Curiosity

By Mary Jane Copps | April 28, 2023

Did you know that curiosity can help us overcome a fear or anxiety? That it can show us a way to navigate stressful situations? Neither did I … until recently. While scrolling through available audiobooks on business topics at my local library, a particular title … Read more

Opportunity Needs You to Get Gritty

By Mary Jane Copps | April 15, 2023
definition of grit

Throughout my 17 years as The Phone Lady, I’ve preached the value of consistent follow up. We do the work of listening to our clients and creating proposals or quotes in a timely manner. We also need to do the work of learning from their … Read more

Coaching Tips for Phone Phobia

By Mary Jane Copps | January 14, 2023
young woman working at desk looking at phone

Picking up the phone to contact and speak with customers or prospects is not “old-fashioned”. There are teams dedicated to this activity in industries that range from pharmaceuticals to finance, and from janitorial to consulting. Managing these teams, and producing the desired results (or exceeding … Read more

Wish I’d Said That!

By Mary Jane Copps | October 22, 2022
woman listening on phone call

From time to time, my inbox has been like my kitchen junk drawer. You know what I mean – a destination for things I’m sure I’ll need at some point. Yet, also like that drawer, I rarely take the time to investigate the items I’ve … Read more

Phone Coach Tip #1 – Use Your Voice

By Mary Jane Copps | May 7, 2022

This spring has been busy. Steady demand for business communication skills has found me clicking from webinar to webinar, delivering 30-minute, one-hour and sometimes half-day sessions on both sales and customer service. In addition, I’ve enjoyed enlightening, inspiring and productive hours as a coach to … Read more

Exploring Expectations

By Mary Jane Copps | March 25, 2022

Creating excellence demands that we explore expectations – our own and those of our prospects, clients and customers. We come to every conversation and meeting with some level of expectation. Recognizing this – and setting these aside – is a life-long, necessary practice. Without this … Read more

Tales About Trust

By Mary Jane Copps | March 13, 2022

Inspiring the trust of others is not a small task. It’s something quite … monumental, that moment when another human being gifts you their trust. Trust is essential to the successful growth and longevity of our businesses and yet most of us don’t give this … Read more

Park Your Intent and Find the Story

By Mary Jane Copps | January 30, 2022

Recognizing and working with the dual nature of intent is vital for us to become great storyfinders – and inspire amazing conversations. Yes, we do need to prepare and have an intention, goal, purpose for our business conversations. When speaking with both customers/clients and prospects, … Read more

How to “Own Your Tone”

By Mary Jane Copps | November 28, 2021

Most of us completely ignore the tone of our voice. Of course, we realize when our anger, or sarcasm, or impatience has had an impact on others. But on a day-to-day, moment-to-moment basis, we remain ignorant about how our tone is impacting our conversations. And … Read more

The Impact of Empathy

By Mary Jane Copps | October 31, 2021

Empathy is not only the champion of storyfinding but also the no-fail creator of trust, loyalty and clear communication. Why? Because recognizing and honouring the emotional content of any situation allows us to provide solutions that go far beyond the surface problems or challenges. Empathy … Read more

The Logic of Employing Empathy

By Mary Jane Copps | October 24, 2021
woman talking on the phone

The details we can uncover about an individual or an organization through a website, a Google search or reviewing an internal file are all extremely valuable and they do support our ability to be a storyfinder. But often, they are only the tip of the … Read more

Top Three Sales Skills and How To Practice Them

By Mary Jane Copps | April 24, 2021
woman talking on the phone

How do we become really good at something? Whether it is baking or golf or Minecraft, we all improve our skills by doing, by practicing. The same is true of sales. And we don’t need a special time or place to practice our sales skills. … Read more

Strengthen Your Sales Process: Effective & Simple Proposals

By Mary Jane Copps | February 28, 2021
woman working onlaptop

In 2006, as I began to build The Phone Lady brand, I encountered a business protocol that really annoyed me. It was the request for a proposal. At the time I believed confirming new business should be possible with a detailed conversation. Once a solution … Read more

The Value of “Failing Spectacularly”

By Mary Jane Copps | October 4, 2020
microphone

This past week I had the great privilege of spending six hours with five new business owners determined to increase their sales. At the end of our time together, they were prepared to connect with prospects and explore possibilities by inspiring great conversations. They were … Read more

Fear and Discomfort? You’re Learning Something!

By Mary Jane Copps | August 30, 2020
man with headset

About five years ago, I connected with Donald O’Connor on Twitter. Since then we have created a friendship founded on our shared interest and passion in sales and communication. Earlier this month, when he attended my monthly webinar, I discovered his wealth of great sales … Read more

Who’s On What?

By Mary Jane Copps | February 23, 2020
texting

My dad was a great lover of comedy. Born in 1920, he grew up in the era of vaudeville and silent movies (where the piano player sat below the screen at the theatre and played the soundtrack!). I loved it when he shared these memories … Read more

7 Ways to Showcase Your Persistence

By Mary Jane Copps | January 18, 2020

To reach your financial goal, build your business and create consistent revenue, you must embrace persistence. In last week’s post, I used a couple of different dictionaries to create a simple comparison between persistence and pestering and shared with you the value of continuing to reach … Read more

It’s 2018 – Stop Selling Like It’s 1989!

By Mary Jane Copps | January 28, 2018

Miserable winter weather recently had me juggling my schedule, allowing me to spend the day in my office. It turned into one of those awesome days of zipping through email, checking items off a to-do list, and generally feeling fabulously efficient. So when my phone … Read more

7 Ways to Reach Potential Sponsors With A New Idea

By Mary Jane Copps | January 7, 2018

On June 22, for the first time, Halifax will join a world-wide community in celebrating Social Media Day (originally launched in 2010 by Mashable to recognize and honour the impact of social media on global communication) with a full-day conference focused on learning, sharing and … Read more

Think BIG for Client Retention

By Mary Jane Copps | August 27, 2017

Recently an entrepreneur I coach was feeling defeated by the loss of a long-time corporate client in Montreal. Persistent phone follow up had resulted in receiving an impersonal email saying the firm’s current focus was working with Quebec-based trainers. But she knew her work was … Read more

5 Simple Steps To An Excellent Conversation

By Mary Jane Copps | April 9, 2017

Communicating effectively on the phone is a skill and, as with any skill, improvement comes with practice and honest critique. What’s great about the phone is you can be your own best coach by recording a few of your calls, listening carefully, and making changes … Read more

Focused Calls: As Easy As 1-2-3-4

By Mary Jane Copps | February 26, 2017

Losing control of a phone conversation is a challenge that often comes up in my coaching sessions and workshops. As a conversation expands, one or both parties bounce from topic to topic and the call ends without essential information being shared or the most crucial … Read more

Crowded Marketplace? Share Your Truth!

By Mary Jane Copps | November 20, 2016

Massive competition is something many entrepreneurs and salespeople face every day. Those in real estate or insurance are good examples, but it also applies to those in software, selling customer relationship management or accounting systems. When you know you are one of many, how do you … 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

Here’s Why Your Sales Calls Aren’t Working

By Mary Jane Copps | October 28, 2016

Attending Dreamforce 2016 in early October continues to provide me with unexpected – and incredibly valuable – business lessons, including new knowledge about today’s sales calls and why so many people think the “cold call is dead”. Whether you are in sales or customer service, … Read more

Who’s On Your “Hot List”?

By Mary Jane Copps | September 24, 2016

Whether you are an entrepreneur building your business or a salesperson working towards making (or exceeding) budget, maintaining a “hot list” is essential to success. Simply put, a hot list contains the names of prospects that you believe are going to become customers, and it … Read more

The Language of Grief

By Mary Jane Copps | September 18, 2016

At a conference in mid-August I had the priviledge of attending a presentation by Amy Florian, CEO of Corgenius. A powerful, engaging speaker she provided everyone in the audience with a new and invaluable understanding of the language of death. I’m honoured that she has … Read more

Ready, Set, Crunch … The Numbers You Need for Year-End Success

By Mary Jane Copps | September 4, 2016

Wow … what a crazy August it’s been for The Phone Lady. I’ve had the honour of attending a conference in Iowa, working with very energetic sales and customer service teams in Toronto and travelling to all  four Atlantic provinces in four days to share phone communication … Read more

Why it’s completely normal for a phone call to fill you with dread (and how to get over it). Read the stats and Mary Jane's advice.
How to revive a retro technology called the telephone that can still work wonders in these modern times. Find out.

Phone Phobia Hits the News

Phone phobia, or telephobia, has been getting a lot of attention in the news recently. See what Mary Jane has to say about it...
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.