When you work with Mary Jane one-to-one, you quickly realize how brilliant she is at the strategy of communication. It’s sort of like chess… planning for every action and reaction. If a prospect does *that*, my action will be *this*. And picking up the phone is only one small part of the entire process. Mary Jane has been keeping me focused on business development and helping me to break down my marketing/sales process into easy-to-follow steps. I value her expertise, advice and ongoing support.
– Linda Daley, Daley Progress Inc.
I’ve received wonderful feedback from the participants who have indicated that the content was very helpful and the delivery very enjoyable. One staff member mentioned that the two hours flew by from their perspective! I’ve also heard that team members are putting some of their learnings into practice in their day to day work, which is exactly what we were hoping for!
– Alyson Murray, BSc, ADpPR, Registrar’s Office, Dalhousie University
The training absolutely met my expectations. Mary Jane tailored it to our group’s needs so it was not generic which made for an easy buy-in. Emphasizing how important empathy is to a customer was something the whole group found important, along with several other skills. I was very pleased with the level of participation. Mary Jane always involved each member of the group by asking them questions or asking for his / her thoughts on something. We did feel we got buy-in as 80% of the group was willing to show up for the sessions that we scheduled on a Saturday (they were willing to give up a Saturday morning to listen and learn from Mary Jane – big points here!)
– Kathy Murray, Supervisor, Customer Service, Maritime Electric Company, Limited
Mary Jane does an amazing presentation! She engaged our team members and challenged them to stretch into a new level of confidence and comfort. It is so valuable for people in our industry to understand that sales is our lifeblood. Mary Jane honoured and understood how to communicate the sales process and demystify some of the ‘fear’. Our team applied their learnings immediately. It’s also very useful to understand that this is a learned skill – not some innate ability. Her personal story tied in nicely with this. Our team asked if The Phone Lady could stay all day. That’s an endorsement. And our Executive Director described the session as among the very best and most practical she has experienced in her career. Everybody is asking when we can have The Phone Lady back?
– Ed Saunders, Development Manager, The Kidney Foundation of Canada, Atlantic Branch
The training exceeded my expectations. One of our best conferences yet! I felt the agents’ participation was great and they interacted. Agents were taking notes and were engaged. I feel they will definitely take some of the skills you provide and use these skills to help in their success.
– Kristina Roberton, Regional Sales Manager, Tripcentral.ca
Mary Jane – you are incredibly talented and we truly enjoyed having you as an extension of our team to help support the training of our callers. The managers truly enjoyed working with you and appreciate the respect that you command in the room from our callers.
– Amanda Hatt, Director, Annual Programs, QEII Foundation
It was a terrific presentation and created thought-provoking discussion among the team members. We learned some very practical tips which we will be putting to use. Thanks for putting my team at ease and making them feel comfortable to speak up and share their ideas and opinions 🙂
– Sheri MacGregor, President, Highland Hearing Clinic Limited
Thank you so much, Mary Jane. As it was our first Customer Service Kick-Off that focused on that department solely, it was a bit daunting on how to decide the theme and messaging. Deciding on having you join us made it a no brainer as to what the theme would be! You were easy to work with, not a lot of prep ahead of time – just what was needed, and you made the team comfortable. It was our pleasure to have you at our meeting!
– Kelly Nunn, Inside Sales and Customer Service Manager, Nature’s Way of Canada
The training did meet my expectations. The staff acquired many valuable skills. I was pleased with the level of participation, it was higher than other sessions we have had in the past. I feel everything was covered well, and you took the extra time to cover the areas we expressed more interest in. The content and format were great. It was very easy on the eyes and to understand and discuss. Had wonderful feedback from all staff. Was a favourite session of many.
– Katie Handrahan, Administrative Assistant, Nova Scotia Association of Realtors
Working with Mary Jane on this project has been a delightful experience for me. Mary Jane listened to the needs of our company, she used live examples and challenges that our people have experienced, then shared ideas, best practices and simple steps to help us meet our customer’s needs. The delivery of Mary Jane’s training was tailored to meet the needs of our company. Thank you, MJ.
– Terry Dunn, Newfoundland & Labrador Regional Manager, AIL Group of Companies
Rarely do sales seminars deliver bona fide revelations. Yours did. You provided a rare glimpse into the minds of prospects … a psychology that instilled confidence and proved to every business owner in our group that telephone prospecting can be mutually rewarding and enjoyable for both caller and prospect alike. Your insights were positively LIBERATING!
– Peter Skakum
Mary Jane Copps is so much more than The Phone Lady! She is empathetic, intuitive and precise when identifying communication challenges specific to you. She can help you overcome deep-rooted issues and put wind in your sail when you need it most. Mary Jane has earned herself a key spot in my long-term plan for ongoing personal and employee coaching.
– Derek Euale
I attended a presentation Mary Jane gave in Charlottetown, PEI. The content was solid throughout, with several real-life specific examples that she used to deftly illustrate her points. Mary Jane presented the content very well at a pace that allowed the attendees to absorb the material. Definitely a high-value experience and I would recommend her to anyone seeking assistance in her field.
– Rodney Payne, CPA, CGA
Mary Jane Copps’ unwavering support, her endless supply of wisdom for life and business, her real-world experience as an entrepreneur, and her commitment as a mentor barely describe her remarkable abilities and exceptional character. My business is more efficient, more effective, and more lucrative thanks to her insight and suggestions.
– Natasha Marchewka
A communication expert extraordinaire, MJ’s voice is always in the back of my mind encouraging me to pick up the phone and reach out to connect with people (including herself). She always reminds me that I have a gift to share with others… the truth of the matter is that gift is driven by her support and genuine belief in both me and the services I provide.
– Keith Gelhorn
If you need to concisely and clearly communicate to existing and potential clients, volunteers, donors and employees by phone it’s time to get a refresher on what works and what doesn’t. Mary Jane will adeptly deliver research-based best practices and give concrete examples that will take the fear away from picking up the phone.
– Colette Robicheau
Mary Jane’s presentations are always interesting, interactive and actionable, but most importantly they are RELEVANT to so many business people who have not kept up with the changing times and are still using old school sales techniques on the phone. If the phone simply isn’t bringing the success you would like in your business, I highly recommend checking out Mary Jane’s book and/or her weekly blog for advice.
– Anita Kirkbride, Twirp Communications Inc.
I attended one of Mary Jane’s presentations at CEED when I was in their program. The advice she gave us on how to approach clients on the phone and how to proceed in new client relationships (or navigating tricky situations) has been irreplaceable in the success of my business. If you’ve ever felt the thrill of anxiety about picking up the phone, working with Mary Jane will change your life.
– Crystal Picard
Following our series of sessions with The Phone Lady, we experienced a 25% lift in our small business advisors’ ability to convert messages to returned phone calls and phone conversations to appointments.
– Natacha Lemay-Reaume, Senior Manager, Small Business Banking, Ontario North East & Atlantic Canada
We contacted The Phone Lady because we wanted to increase the conversion rate on our qualified leads. Mary Jane really helped us unpack and reframe how we are communicating with our customers so we could actually deliver the value we wanted to offer. After a couple of hours of direct coaching, we were able to implement a new approach that doubled our conversion rate. She is now one of our “go-to” experts as we continue to build our company.
– Will Martin, Co-founder, WoodsCamp
I enjoyed this workshop very much. I thought that Mary Jane was very knowledgeable and had many tips and suggestions that will help me out with customers on the phone as well as the difficult calls that we sometimes have to deal with. She was very respectful and courteous while ensuring that we were at ease and I would highly recommend this workshop to anyone who deals with customer service on the phones. Thank you, Mary Jane, for a job well done.
– Crystal Jamieson, Advertising, Times & Transcript
I really enjoyed your workshop. I myself, only being 20, have learned so much about not only telephone communication but have also gained a great amount of confidence, with the knowledge I am now able to walk away with. Thank you for everything you taught me in such a short amount of time. I will continue to use all the knowledge to progress and grow.
– Kayla Carmody, Apple Self Storage
You’ve helped me understand so much towards conversations on the phone. I’m more of an email or text person, but after today I’m completely looking forward to trying all the amazing tips you’ve given us. It truly is important how we speak and listen to people. Thank you very much.
– Ashley Boudreau, Funeral Director, C.H. Boudreau Funeral Home Ltd.
I’ve been a fan of The Phone Lady for a number of years and have recently had the pleasure of making use of her services! Mary Jane’s compassionate approach helped me unearth the source of my phone fears, discover wording to help alleviate them and learn strategies to complete successful cold calls with new found confidence! Thank you ever so much for your help – your impact is truly lasting and I call on your words of wisdom as regular reminders when phone intimidation strikes!
– Lorelei Phillips, Opportunities Liaison, L7 Opportunities Consulting
I am an experienced consultant and business owner with over a decade of experience in the Africa/Asia/Pacific Rim countries. After settling in Halifax I found I was spending many frustrating hours cold calling potential clients without securing many appointments, I quickly realized that I needed a better understanding of the cold calling culture in Canada. I had the pleasure of working with Mary Jane for several weeks during March. Mary Jane was diligent in understanding my business; she quickly understood the challenges I was facing and offered valuable insight coupled with some awesome ideas to improve my appointment rate. Mary Jane’s advice was sound; after putting her advice into practice, my cold calling has been focussed and appointment rate has improved by 50%. Our consultants in North America have also incorporated Mary Jane’s insight into their cold calling scripts resulting in a marked improvement in their appointment rates. Mary Jane’s knowledge saved me time and helped increase my client base, I have no hesitation in recommending Mary Jane’s services.
– Claudina Whisken, Director of Business Development, Thomas International Maritimes
Amazing workshop! I will be bringing this information back to my office to share with my co-workers. I think this information is useful for anyone in any aspect of their life (personal or professional) and will be spreading the word (by phone). Thanks!
– Angela MacDonald, Clinical Education Coordinator, Dalhousie University Faculty of Medicine
We’ve made two changes to our campaign based upon Mary Jane’s input over the last year. They both work! Mary Jane, you said an increase of around “25 to 30%” for callbacks but it’s much higher for me since I’ve used your suggestion. Really appreciate it!
– Wendell Waldron, Partner, Influence Online Marketing
I took Mary Jane’s advice from a 90-minute workshop and got a return on investment of 5000%. Using her strategies and techniques, my return of 50X the workshop fee is from just one client that I had written off as not interested anymore… yeah, just one client and I know there’ll be more. Mary Jane helped me achieve these results in an easy-going and enjoyable workshop that was fun to attend and obviously was very informative.
– Steve Foran, Gratitude at Work
Amazing training! Great for any sales rep – inside or out. Eye-opening in terms of what small things can matter, including voicemail. Encouraging/motivating in terms of making me want to get on the phone. Very professional and fun/interactive. THANK YOU!!
– Stephen McKellar, District Manager, Major Accounts, ADP
An excellent course! Taught me what I can do, and will do, to differentiate myself and the hotels I represent from our competition. Pace was good. Mary Jane is very engaging. Highly recommended for anyone who spends a large portion of their day on the phone.
– Sherrie Fortier, Business Development Sales Manager, Marriott Hotels & Resorts Canada
This was a great workshop! It takes something that should be so simple (but is really scary) and breaks it down into a method that makes sense and is do-able. Shared great info – lots of useful information. The examples were great to hear. I would have enjoyed a longer class! Thank you.
– Emily-Jo Bell, Sales Manager, Residence Inn, Moncton