COMMENTS
If needing to ask for a contact I always say, 'I need to speak with the (title).' This is because I am sincerely aiming to connect with prospects that do need my help, and this is exactly what I say because I NEED to speak with them. Gatekeepers can hear the sincerity, empathy, and honesty. I do not hold back information. It does not help to be evasive. I keep engaging with the gatekeeper and asking questions and find that most times he or she is willing to engage a little further and sometimes they just "give up" a name. Sweet is always better than sour... sugar been than salt... etc.
Trish, gatekeepers, like their 'bosses' come in all shapes, sizes, moods and degrees of professionalism. Why then should we use a 'one size fits all' approach for gatekeepers? Don't we customize our approach for the boss? I submit that we need to have our game face on and put just as much effort into the gatekeeper as we do once they put us through.
@ The RainMaker Maker. My point exactly! Thanks for putting it so succintly.
Ahhh, finally someone is listening (er, reading)!
I'm curious to know as well what people have found effective in working with the Gatekeeper, after all, I have to stay up to date on what y'all are going to throw at me next!
~MD The Gatekeeper~
Hi Trish, I like to take a "Forest Gump" approach to working with gatekeepers (especially EAs as opposed to receptionists). I tell her/him everything. I explain exactly why I'm calling, why I think my product or service might benefit her company and what I'd like to speak with her boss about. By paying gatekeepers the unexpected courtesy of assuming they are a) intelligent, b) aware of the business goals and issues related to their company, and c)concerned about these goals and issues, they very literally "rise to the challenge". I also make a point of circling back after I've connected with the executive to let the gatekeeper know how the conversation went and to thank him/her again for their assistance. This approach goes a step beyond just "working with" gatekeepers; it turns them into internal coaches and champions. It doesn't always work, of course, but it does work enough of the time to make it a very powerful approach. As mentioned in an earlier post, all people love to be respected, acknowledged and appreciated.
Hi MD The Gatekeeper,
Thanks for your insight. I guess my blind, bull-rush technique might not be the most effective.
One technique that even you (I hope!) cannot defend is: calling late & calling early.
It never pays to BS the administrative staff! I've purposely had sales calls and even interview candidates screened through admin. If they treated our admin staff poorly - they didn't have a chance with us!
Jodi
www.chameleonsales.com
Hi there MCB!
Yeah, the blind, bull-rush technique is a bit irritating. Trying to “railroad” me into submitting to your will is only likely to annoy me to the point of throwing you into the “voicemail box to nowhere.” Calling early or calling late, will get you as far as the “general” voicemail box, so unless you already know the name of the person you’re trying to reach, your chances are no better than 50-50. I’m also the person that screens the general voicemail box ;-)
~MD The Gatekeeper~
Hmmm. . . . giving away trade secrets here. Anyway, the most important key to dealing with GKs is to speak to them with authority (I'm not Joe Blow but someone important), be friendly (why not? we are all people)and put forth the image that "putting me through" is the right thing to do (it will make them appear smart and on the ball)- and since I only sell important products and services I do make them look smart and on the ball. Now, if that doesn't work I usually just call someone else in the organization and pretend that someone in their organization transferred me to the wrong person and that I am sorry to bother them, but I need some help and since people like to be helpful and appear smart (at the expense of the idiot who transferred me to the wrong person!) - I can get to the right person or learn some useful information about who the "right people" are and thus get some names and numbers and information.
What a refreshing blog and with such insights regarding working with (and through) Gatekeepers. There is a timeless book by Les Giblin, "Skill With People" that is a very quick read (about 35 pages) but that should be the staple for any person who desires success in sales. (or any profession that requires working with people) There are 15 chapters and each one delivers pinpoint insights regarding interacting with people. Let us all remember that we are working with and through people (in sales that is) so by understanding how to SKILLFULLY interact with other people we are doing ourselves a benefit. Some excerpts- "People are primarily interested in themselves, not in you"! "This knowledge, that people are primarily interested in themselves, gives you the basis on which to work in your dealings with people." Work to understand people and you will never have to worry about "getting past" a gatekeeper. To coin a line from the Matrix, "Do not try to get past the gatekeeper- that is impossible. Yet realize the truth- there is no gatekeeper. (just another person)
Trish, 'barely relevant'?
http://www.omghub.com/salesdevelopmentblog/tabid/5809/bid/4933/Salespeople-as-a-Dreaded-Virus.aspx
@ Rick. I have to beg to differ. Althought it took me a minute to understand what you meant by "barely relevant" I used the link and read the blog posting.
If you are calling at mid to low level management in an organization perhaps you to go right to voice mail with your compelling message. But, if you are calling at the "C" level suite, or sometimes even "VP" level, gatekeepers are still alive and kicking and doing their jobs very effectively.
Where I do agree with you is in the area of compelling messages. If your message does not arouse curiousity about their business problem and your solution, then you will go nowhere...gatekeeper or not.
Interesting dialogue...thanks for participating.
I too feel that each situation is different. There is no harm in placing a "feeler" call and check out what kind of resistance you will recieve in getting to the person you are after. Formulate your long term strategy after that first call.
Closing a sale really requires you to just go back through the entire sales process and address all of the prospects concerns.
Questions like, "If I can answer all of these concerns, then will you move forward with this decision?" really boxes the prospect into making the purchase with this technique because he just basically said "yes" without realizing it.
Great Blog and Great Posts!
ELMO
What usually works for me is to explain to the gatekeeper why I'm calling, and ask for their help in pointing me in the right direction (can you help me understand who I would speak with regarding....). The gatekeeper has a lot of knowledge and need to be treated respectfully; which many reps don't acknowledge. Also, I've found that is virtually impossible for anyone to turn down a request for help.