The Phone Lady's Blog
sales success
Recently, while working with a team of experienced salespeople on a new outbound campaign to CEOs, I realized something was missing. But I struggled to find the right words to describe this “something”. By listening to the calls, I knew that everyone was including all … Read more
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
One of the biggest privileges I have as The Phone Lady is listening to my clients’ conversations. It’s amazing to be trusted with such an intimate task. This allows me to fully customize my training and coaching, and supports my ability to produce desired results … Read more
Expectations are ever-present. From the moment we begin each day, we bring our own expectations to each experience and task. Even as I write this, I am influenced by my expectation that it will be completed within the hour. Our prospects and clients also have … Read more
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
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
Preparation is an essential element of storyfinding. It allows us to develop and ask great questions. The challenge is finding the right balance between scant and excessive research. The key to successful preparation lies in understanding how it supports our ability to discover more through … Read more
It’s true. As of June 6, when we post this blog, there will be 29 weeks until the end of 2021. That’s hard to believe. This is almost mid-year for many of you. And definitely, an ideal time to look at your sales performance and … Read more
This week I’m re-introducing you to Peggy Issenman, owner of the graphic design firm Peggy & Co., based here in Halifax, Nova Scotia. I have known Peggy for about a decade as we have friends in common and have found ourselves enjoying each other’s company at … Read more
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
Recently a dear friend and colleague approached me looking for some sales advice. She was concerned about a potential client’s reaction – or lack of reaction – to a proposal she’d sent. She believed it was exactly what the potential client wanted, and needed. So … Read more
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
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
In our house, CBC Radio is on most of the time. Sometimes I listen intently, sometimes bits of information enter my consciousness while I’m focused on other things. This is what happened on November 28. The Current was on and a panel was discussing the … Read more
It doesn’t seem to matter how many projects I do as The Phone Lady, I still get incredibly excited when I’m on a discovery call with a new client. As they start sharing their challenges with me, my brain shifts into high gear and I’m … Read more
Welcome to September! While it does have that “fresh start” feeling, it’s important to recognize that, for most of us (depending on your work week and upcoming vacation days), there are approximately 77 days until year-end. January has that “I have a whole year” feeling; … Read more
Are you responsible for meeting a revenue goal this year? Well, depending on your vacation plans for the rest of this summer, and allowing for Thanksgiving and Christmas, you have about 100 days left in 2019 to reach that goal. I’m not saying this to … Read more
Many of us worry about whether we are “pestering” our prospects and clients. They agree to a follow-up conversation but when should we call? And how often? Two recent events provided me with answers to these questions and they may eliminate these concerns for you … Read more
In a recent workshop, a participant asked, “How can I stay focused and positive during difficult times, when no one is answering their phones or conversations aren’t resulting in booked appointments?” While I’m by no means an expert on creating optimism and enthusiasm, a recent setback taught me … Read more
As business owners, salespeople and customer service reps, our job is to create the clearest communication possible. Yet we often confuse, and sometimes alienate, clients and prospects when we present their options tangled up with our opinions. How do options and opinions get tangled up … Read more
When I stand in front of a group of entrepreneurs or salespeople and talk about persistence, almost everyone squirms in their seat. The discomfort around following up, making multiple calls and connections, is almost universal. Why? I think it’s about semantics, the words we use … Read more
While sitting with a small group of committed, engaged and effective salespeople enjoying a lively discussion about how to inspire conversations, someone shared: “But it’s so hard when no matter what question you ask, they give you a one-word answer.” Someone else quickly added, “Yeah, I … Read more
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
Assumptions are – and always have been – vital to our survival. Since ancient times we have made assumptions that have kept us alive, while hunting for food, exploring new territories … and building businesses. But they can also be harmful, especially to our businesses … Read more
Part of being The Phone Lady is accepting some criticism – and cynicism – about the work I do. Reactions range from “Cold calling is dead” to “You do what? Who could possibly need information on how to talk on the phone!” This doesn’t deter … Read more
This week I am pleased to present a “phone story” submitted by Maureen Farmer, owner and manager of Word Right Career and HR Consulting. Perhaps you have a story you’d like to share? Details at the end of this post. As a sole practitioner in … Read more
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When is an interaction an interruption? Why do we now feel the need to ask if it’s OK to interrupt a colleague, in the middle of a work day? Find out.
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.
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.
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.