Let’s pretend.
Let’s pretend you’re calling a prospect, and you reach “The Gatekeeper.”
Gatekeepers seem to strike fear into the heart of most of us because—well—because they just seem to be so darned good at their jobs! Yet, just beyond lays the person you seek, the YES Person.
Between you and your goal stands this Gatekeeper—who’s good at her job—and you now have to figure out how to work with her because you sure aren’t getting where you want to go by going around her.
The Gatekeeper decides whether to screen you or put you through. The Gatekeeper decides if you sound legitimate.
But The Gatekeeper doesn’t decide if you have real business to do with their person.
Your best method of working with The Gatekeeper is to make absolutely sure the person you want to speak with is the decision-maker, the YES person, and that you appear to be “in the know.” Get yourself prepped before you pick up the phone…for a call that could go something like this.
Let’s say Mary is the decision-maker and her gatekeeper is Ed. Ed answers the phone.
ED: Good Morning, Mary Smith’s office. May I help you?
YOU: (informal and friendly—like you belong) Good Morning, this is [your name]. May I speak with Mary, please?
ED: And where are you calling from, [your name]?
YOU: Chicago, Illinois—I’m sorry, what’s your name?
(Now we all know he wanted to know the name of your company so he can decide if what you do will be of interest to Mary. But we answer with the name of your town and then ask a reflexive question that will usually produce an automatic and possibly distracting answer.)
ED: Ed Jones.
YOU: Oh, thank you, Ed.
And hopefully, he now puts us through. Does this work all of the time? No. It does work some of the time.
If he asks the name of your company or what you’re calling about, you want to have a short statement that says just enough to raise his interest and decide your call is worthy to be put through…but not enough to actually fully say what you do. You might say:
YOU: This is regarding your upcoming conference (or insurance claims issues if you were calling a physician’s office, for example).
Does this work every time? No. It does work some of the time.
Let’s say it doesn’t work or Ed doesn’t put you through or maybe Mary isn’t in. Write down Ed’s name because you’re going to encounter him again when you call back in a few days.
ED: Good Morning. Mary Smith’s office. May I help you?
YOU: (very friendly) Hi. Ed?
ED: Yes
YOU: (very friendly) Ed, hi. It’s [your name]. How are you?
ED: (wondering who [your name] is) Uh, fine.
YOU: Great. Hey, is Mary in?
Ed talks to many people every day. The odds aren’t great that he’s going to remember you when you call again.
Plus consider this—although it might be Ed’s job to screen calls, it isn’t his job to keep people from getting through who should be put through.
Does this work every time? No, but it does work some of the time.
There are many ways to work with The Gatekeeper. The key point in that sentence is “work.” Try this approach next time you’re prepping for a call where there is sure to be a gatekeeper.
If you pass just one gate, it is all worth it.
Go forth and do great things,
Martha Hanlon & Chris Williams