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
Great presentation skills as well as phone skills. Thanks for a great session for our team. Your personal touches throughout were very valuable.
– Jeremy Jobin, Sales Director, Javelin Technologies
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
Fabulous workshop. Great tips and tricks which will result in financial gain for the company.
– Sarah Thompson, CAIB, Sales Specialist, Johnson Inc.
Very informative. Easy to visualize. Relevant to our roles.
– Colleen Warren, Operations Manager, Johnson Inc.
Your stories make everything come to life. You’re a wonderful speaker!
– Teresa Wilkins, Service Specialist, Johnson Inc.
You, Mary Jane, were simply amazing. I appreciated your being so personable and approachable. Your information is invaluable! I’m looking forward to implementing all I’ve gleaned from you today.
– Dinah Wray, Site Manager, Apple Self Storage
I really enjoyed Mary Jane’s presentation. She was engaging and informative. It was very interactive. Her experience will be invaluable to helping us better serve our customers and potential customers.
– Lori Wells, Site Manager, Apple Self Storage
Excellent pace and content. Delivered at the right level for a diverse audience. Good preparation to suit our needs, not a canned presentation.
– Scott Allan, Owner, Apple Self Storage
This workshop was awesome. Thank you for all of the tips & tools. I look forward to engaging my potential clients and getting to the sale.
– Lexi, Sales Associate, Apple Self Storage
I have taken or been part of many a learning session; yours has been by far the most entertaining and enjoyable. Thank you. I have learned so much today. Thank you so much.
– Jarrid Gallant, Apple Self Storage
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.
Very well organized. Filled with USEFUL information and tips and tricks. Mary Jane was VERY energetic and enthusiastic.
– Jessica Randall, Funeral Director, Snows
Excellent workshop. You were very good at tying this to OUR INDUSTRY.
– Cory R. Lunn, Mattatall-Varner Funeral Home
Excellent presentation, covered all topics thoroughly. Entertaining and informative.
– Matthew McGee, Vice President, Sales and Marketing, Arrow Construction Products Limited
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
A great workshop! I learned so much from this that I am actually looking forward to calling existing and potential clients. I really enjoyed how you cater to individual questions to general situations that can be applied to all.
– Ryan Meaney, Halifax Hype
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
This was one of the best workshops I have ever attended and I have been to a lot. You are a wonderful facilitator and very easygoing. You are knowledgeable and comfortable conveying your message. Great job!
– Shelley Dorey
Thank you Mary Jane. All of the advice and tips you have provided were extremely relevant and timely for the purpose of the programs that we are carrying out. I am looking forward to putting them into action and hoping to have more enjoyable calls!
– Laura Gareau, Clean Nova Scotia
Mary Jane’s reputation precedes her, and is well-earned! She enthusiastically demonstrates how effectively using the phone is not only current but remains essential. The content + delivery was excellent!
– Gail Godreau, Lighthouse Wellness Strategies
Fabulous day! Anyone who uses the phone to conduct any part of their job/business can benefit from this comprehensive workshop! I am leaving feeling motivated and inspired to do my job better!
– Anne Swan, Alumni/Development Officer
This is probably the best workshop I have ever attended. I love the size! I loved the subject matter and how it was presented. I’m zoomed in and eager to begin implementing my new skills.
– Fran Cumming
I found this to be a very informative workshop which was delivered in an informal and fun manner. I really enjoyed this session and am very glad I came. Thank you.
– Brenda Marsden. Admissions Officer
It’s not often I walk away from a training session and wish it had been longer. Great substance developed in a professional manner.
– James Stephen, Sales Manager, Westin Nova Scotian
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
A great day, very informative. I look forward to creating a “wow” experience over the phone. Great tips for improvement!
– Trena Crewe, Director, Donor Relations, IWK Health Centre Foundation
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
Incredibly insightful and will definitely apply techniques learned from the workshop. It will better any business! Mary Jane had an answer for everything we threw at her.
– Alexandra Taylor, Education Coordinator, Oxford Learning
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