The Phone Lady's Blog

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voicemail messages

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

Being Customer-Centric … Even on Vacation!

By Mary Jane Copps | June 18, 2021
empty office

Picture this … it’s mid-July or late August. You call a company or individual for some necessary information. They are on vacation, which is to be expected – especially this summer! What’s unexpected, frustrating and annoying is the voicemail message you reach. The message you … 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

How Does Summer Impact Business Phone Calls?

By Mary Jane Copps | June 9, 2019

With temperatures rising, children finishing school, cottages beckoning, and family visits being organized, there’s no doubt that some of our attention is turning toward summer vacation. As entrepreneurs and independent professionals, we need to give some extra attention to our phone communication. How are we … Read more

Are You Ignoring Your Receptionist?

By Mary Jane Copps | March 30, 2019
receptionist

Sometimes, on the most hectic of days, we find the time to do that something extra that needs to get done, right? I had one of those days a few weeks ago and as I was rushing about to make sure I had everything I … Read more

What Are Your “Details”?

By Mary Jane Copps | November 11, 2018

This oft-asked question came up in a workshop earlier this week when discussing how to leave effective voicemail messages: What should we say when the person’s instruction is to “leave a detailed message”? What is a detailed message today? What details should you leave to … Read more

10 Ways to Uncover What Your Customers Experience

By Mary Jane Copps | August 26, 2018

We have all received dreadful customer service. It happens over the phone, in person and online. It can make us angry, frustrated and disappointed, and left wondering why the business would allow their staff, or their automation, to treat us so badly? Yet all of … Read more

“Send” Does Not Mean “Received”

By Mary Jane Copps | August 11, 2018

We have very high expectations of email … and text. We believe that once we hit “send”, our words have been received, read and acted upon. But this is not always true. To create excellent communication – and avoid some uncomfortable situations – we need … Read more

The #1 Way to Increase Phone Conversations with Prospects and Customers

By Mary Jane Copps | July 28, 2018

Last week I received an email request from a not-for-profit in Toronto. They had found my website and were looking for information on how I might help them with fundraising calls. I happened to be at my desk when the request came in and I … Read more

Are You a Work “Protectionist”?

By Mary Jane Copps | January 14, 2018

Admittedly I’m being very liberal in my use of the word “protectionist”, which means “someone who upholds the economic policy of restraining trade between states”. But for the past few years, a similar philosophy has surfaced in our daily business lives. In an effort to … Read more

Opportunity Awaits Even Though It’s Summer

By Mary Jane Copps | July 9, 2017
businessman outside on phone call

When you’re going on vacation: All of us hate reaching lousy voicemail messages. All of us are capable of creating great ones. There are a few basic tactics that will serve your clients and prospects well … while you embrace every second of your well-deserved … Read more

In this episode of the Sales Reinvented podcast, Mary Jane shares how a good story is crafted, what makes a great storyteller, and even tells one of her favorite stories.
Listen to this podcast discussing why trends in customer service calls, how to make sales calls more effectively and more.
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
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.