Dealing
with Gatekeepers
When you hear
the term gatekeeper,
what does the term imply to you? Some people visualize David Spade’s
famous Saturday Night Live character that was tasked with controlling
access to Dick Clark’s office. In the skits, one notable person
after another would come in to visit Dick Clark. Spade was famous
for his “and you are…?” line. You’d
be surprised how often sales
professionals hear those words used in a condescending
manner. Just recently, one rep described how one gatekeeper
went through three of those “hanging questions”…
- “And you are…?”
- “And you’re with…?”
- “And you’re calling about…?”
What makes those
questions frustrating
is that the next sound one usually hears is voice
mail. The gatekeeper has successfully blocked you from the decision
maker. Ugh!
Gatekeepers
can be awfully helpful though. Some administrative assistants sometimes
know far more about their managers’ habits that the managers themselves.
To build and strengthen
a relationship, remember the following tips:
- Treat them with Courtesy and Respect
– Let’s face it - they’re just doing their job. If they weren’t
good at shielding their boss from every pen salesman this side
of the Mississippi, they wouldn’t have a job. Even when they’re
rude and dismissive to you, treat them nicely. Outside
of their role as a gatekeeper, they may be the nicest person
in the world. If you don’t carefully watch the way you treat them,
they can make your sales job miserable and block every
single call.
- Get to Know Them – As you sell
to your client, you ought to seek to “sell” to the gatekeeper.
The product you’re selling is you.
- Pick Their Brains – As stated earlier,
gatekeepers know a great deal about their managers, their habits
and schedules. When you get on the right side of a gatekeeper,
they can make your sales
job easier. Gatekeepers know the best time of the day to catch
their boss, their decision-making process, what they like and
what they don’t like. They work with them intimately on a day-to-day
basis.
- A Note or Gift Doesn’t Hurt – Gatekeepers
can get frustrated when they see their boss or colleagues receiving
little perks for doing their job. Take the time to send them
a thank
you note or a little gift… just as a way to say thanks. They’ll
appreciate that you remembered them and will return the favor
in kind.
- Be Real – Yes, you should be nice…
but you should genuinely be nice. Don’t put on an act and pretend
to be that person’s best friend. Most people can see right through
airs and will be offended.
Some sales
professionals can point to gatekeepers
that they have known for years and who have made their jobs easier.
A few simple guidelines can help you, as well.
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