The Phone Lady's Blog

Inspire Conversation

sales skills

Are You Tone Deaf?

By Mary Jane Copps | March 13, 2016

One of my most closely held beliefs is that we can accomplish anything, work with anyone, see our lives, businesses and even this world of our’s evolve in anyway we wish, if we communicate effectively with each other. I’m not alone in this belief. Most of you share … Read more

What We Accept Becomes Our Reality

By Mary Jane Copps | February 28, 2016

In the 1970s, Bell Canada introduced WATS lines (Wide Area Telephone Service), providing companies access to toll-free numbers and  long distance at fixed rates. Available throughout the US in 1967, indications are that AT&T was generating a billion dollars in annual revenue though WATS lines by 1976. This is … Read more

Sound Advice: Creating Your Best Voice

By Mary Jane Copps | February 21, 2016

  In almost every workshop, someone asks me about improving the sound of their voice. While I can share the things that I do (sip water throughout the day, sing, hum), I am not an expert. I rely on the advice of Natasha Marchewka. Over the past 10 … Read more

Top 5 Ways to Improve Your Phone Skills

By Mary Jane Copps | February 14, 2016

There’s no doubt that the value of phone conversations is steadily gaining recognition by CEOs, managers and entrepreneurs. Companies large and small are realizing that talking to customers and prospects on the phone builds stronger relationships, reveals opportunities and  directly supports increased revenue. So, if email has been your … Read more

Combining Persistence and Gratitude

By Mary Jane Copps | January 31, 2016

I’m honoured to share with you a post from my colleague and friend, Steve Foran. His story on prospecting actually inspired a few tears on my part – in a good way. Read on:  Last weekend I experienced a collision between my philosophies of gratitude and effective phone communication. Both philosophies … Read more

Building Relationships By Text

By Mary Jane Copps | January 24, 2016

  Okay … that headline might startle you, but texting (SMS-Short Message Service) is part of your phone, and its growth as a communication tool cannot – should not –  be ignored. I’m honoured to introduce you to Trumpia, a team of hard-working, forward-thinking entrepreneurs who have not … Read more

The Gifts of Selling

By Mary Jane Copps | January 10, 2016

I’ve been having a lot of conversations lately about sales – how difficult it is to find good salespeople, why this is the case and why so many entrepreneurs struggle with the sales part of building their businesses. My own evolution as a salesperson was far from easy, … Read more

The One Word Resolution

By Mary Jane Copps | January 2, 2016

Doors will be opened for those who dare to knock.  I haven’t kept any statistics, but I’d say I have about a 98% fail rate at keeping New Year’s Resolutions.  I can only think of two that I’ve kept diligently for several years – read more books (which … Read more

The Challenge of Living My Brand

By Mary Jane Copps | December 13, 2015

One of the disciplines I ask all my clients to embrace is persistence. Why? Because it’s always served me well. Since the beginning of my career in business-to-business phone sales (way back in 1987) up to today, persistence has garnered me more trust, more revenue and more recognition than any other skill, system … Read more

Top 3 Challenges to Effective Phone Communication

By Mary Jane Copps | November 22, 2015
phone receiver hanging

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, whether we are calling them at work or at home, or if they’ve been … Read more

What’s This About?

By Mary Jane Copps | November 8, 2015

It was a typical weekday morning – I was rushing to get out the door. I’m  not sure why, but no matter how much I plan ahead, I always find myself rushing in the morning.  Then our home phone – a landline – rang at 8:14 am. That’s … Read more

5 Lessons in Creating Conversation

By Mary Jane Copps | October 18, 2015

The relationship is the conversation. Susan Scott, author of Fierce Conversations Oh, how I wish I’d written that sentence! In five words, Susan Scott has summarized my deepest belief about the value of the telephone – it allows us to participate in conversation with anyone, anywhere at anytime. And … Read more

What Is Your Intention?

By Mary Jane Copps | September 27, 2015

  Many of my clients are people who never – ever – wanted to “sell” anything. They are: Owners of startups, passionate and knowledgeable about the product they’ve created but now need to produce revenue; Franchisees with tons of relevant knowledge about their product or service, but absolutely … 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 seemingly endless curiosity … 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 time to “crunch” … Read more

You Aren’t Making Enough Calls To Hit Your Quota …

By Mary Jane Copps | August 16, 2015

Welcome to a guest post by Greg Poirier. Greg’s a bit of a rock star in Canada’s startup community and a tireless advocate of picking up the phone and making things happen. In addition … he’s got a wicked sense of humour. Enjoy and share!  … and you don’t have enough touches … 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 Better, Not Harder … 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 someone you already … 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 of cold calling. … 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 share!  When I … 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 even share a … 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 share!  I never … Read more

Networking with Your Voice

By Mary Jane Copps | March 28, 2015

Just over a month ago, I was introduced to Leslie Gallagher with a request to help her pick up the phone. Her ability to own her discomfort and her determination to learn a new skill has been inspiring. She’s agreed to share her experiences with us in a … 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. Without the benefit … 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 information. “If we … Read more

Practice Makes … Anything Possible

By Mary Jane Copps | December 14, 2014

In each of my workshops someone inevitably comments that I make PhoneWork sound easy. That’s true … because I’ve been “practising” for 27 years. I’ve created well over 10,000 hours of phone conversations not only about my businesses, but about the work of others as well. Yet it … Read more

The Five “Why’s” of Leaving Messages

By Mary Jane Copps | September 29, 2013

“Ninety percent of all those who fail are not actually defeated. They simply quit.” Paul J. Meyer So pleased this quote landed in my inbox. While it certainly supports my thoughts on persistence last week, it also applies to this week’s topic – leaving messages. Over the past … Read more

There’s An Echo Out There

By Mary Jane Copps | June 9, 2013

On Wednesday May 29 I returned to my office from an afternoon workshop and immediately had to dash towards the ringing phone. “Mary Jane, speaking,” I said. “How can I help you?” The person at the other end spoke over me, so I didn’t get any of their … Read more

Vacation messages – It’s ugly out there!

By Mary Jane Copps | July 30, 2012

Is it the excitement of summer vacation – or any vacation – that causes people to suddenly become, well, thought-less? That’s my guess. I do empathize. There’s nothing like that last day of work before a holiday, the focus we have as we “tie up loose ends” and … Read more

CBC Radio
Maritime Noon with Bob Murphy - On the phone-in: Mary Jane Copps has advice on making phone calls to people who are phone-averse. Listen in >
Radio New Zealand logo
How to tackle your telephone hang-ups. People with bad cases of telephone anxiety can experience nausea, increased heart rate and shortness of breath at the sound of a ringtone. Listen in...

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...
Margins of Error with Harry Enten
CNN's Harry Enten asks why we’re avoiding phone calls and whether we can be coached through our telephone-related nerves in this Margins of Error podcast featuring Mary Jane.
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.