
NOTE: If you're interested in becoming a MASTER at approaching Gatekeepers in different situations, then invest in yourself by studying the subject!
A huge mistake you’re probably making right now when you approach Gatekeepers
When you approach or start talking to a Gatekeeper that you want to get information from, what is your attitude towards her? How do you treat her? What are you thinking about?
Do you start the interaction by trying to figure out if she's going to be helpful?
Do you assume that she is probably going to rebuff you?
Do you read her as if she is rebuffing you?
Do you try to pretend like you're not interested in her in any way and instead try to give her the impression she is there to serve you?
Are you even aware of your strategy of talking to Gatekeepers at all?
Do you have a strategy?
Do you think you need one?
Most people are unaware of what they’re doing!
Most of us are running around doing things that we're not even aware we’re doing. If we are aware of what we're doing, we're probably not aware of how other people experience our behaviors.
Most of us allow others to control most or even all of how we act. We don’t readily admit that we try to do or say whatever we think will appease a Gatekeeper and we’re not aware that we're even mentally anticipating what she's going to think or say and do and how we’re reacting to it – but it’s happening.
It’s happening all the time!
In fact, if we could just get a realistic look at how much we think we’re realizing how Gatekeepers think and stand back and watch ourselves in silly action, we’d be appalled.
Consider the following:
You're at your desk, and you pick up the phone and dial a company where you want to find out who all the persons involved in storage management are. These persons can go by any of the following nomers: storage professional, storage architect, storage consultant, storage administrator, network administrator, storage engineer, backup specialist, SAN (storage area network) engineer…you get the idea – the possibilities are wide and varied. They’re usually found in or attached somehow to the IT (Information Technology) department and nine times out of ten they’re male.
Okay, you have the Gatekeeper on the phone; she sounds young and friendly. You know how these sound right? She even asks you if she might be of assistance.
You're thinking to yourself, "I wonder if she’s going to tell me what I want to know/I wonder if she knows anything about the IT department/I wonder if she know what I’m “up to”/I wonder what I can say to throw her off my scent/I wonder what I can say to make her feel she must help me/I wonder if I should just hang up and try all this tomorrow/I wonder/I wonder/I wonder.
Then, you remember the lessons contained in my MagicMethod series or you recall what I said at the speaking engagement you attended or recall the article I wrote last week on overcoming your fear and you decide to try some of your new-found techniques.
You say, "Hi, Melissa (she told you her name when she answered, didn’t she?), this is Tom Jones, can you help me? If you can I’ll be eternally grateful and send you a box of chocolates. I don’t usually do this but I’m desperate!”
She laughs and tells you that you don’t have to do that – she’s on a diet anyway – what can she do to help?
You’re on a roll.
“Are you sure? You look pretty good to me from over here!”
At this point you can “hear” her turn a blind eye. You know you’ve blown it so let’s think what could be happening here.
She might be very overweight
She might scare a dog off a meat wagon
She might be in a bad mood (you guys know what that means)
She might be offended
She might be emotionally unstable
She might have misheard what you said
She might have another line ringing (you don’t always hear it – sometimes her console just lights up)
She might have thought you were being stupid
...or the possibility exists that the technique you used might have been horrible.
But what do most people typically do in a situation like this one?
They let their emotions take over and they think, "Well, that MagicMethod stuff doesn't work", and they stop even trying to use their new-found advantage. If this is you, you need to start over at the beginning! What a mistake it is to stop trying. So you made a mistake. Get over it and move on. Try again. Learn. Don’t make the same mistake twice! Don’t stop believing. Remember the chapter(s) that touches on trying too hard? That’s what you just did – go reread one and get back on the phone. It’s an extremely important point in telephone names sourcing and you need to be aware of it. The chapters for you to reread, specifically, are:
Inner Self Confidence
Gatekeeper Comfort
Attitude and Stance
Let’s move on and turn the wild and wonderful laser of statistics on this:
Out of a random sample of 100 Gatekeepers, you’ll probably find that only 20 of them (or so) are:
- Fat or ugly
- Too busy to talk to you
- In that ‘bad’ mood
- Humorless
- Have their other line(s) ringing
- Have someone sitting next to them overhearing them
This is an estimate from my own personal experience, but I think you get the point. Here’s the important part:
Let's say that you started talking to all of these 100 Gatekeepers, one after the other, and you use the same basic attitude and opening with each of them.
What would you do?
If you treated all of them like they were probably NOT fat, or ugly, or humorless, or busy, or in a bad mood, or had someone sitting next to them or had their other lines ringing, you'd lose the opportunity to gather the information you need because you’d sound thoughtless, or, worse yet, weird, to some of them.
For instance, let's say you began your approach with a Gatekeeper who sounded friendly. You forget that she has a myriad of things surrounding her that could be going on and you don’t respect her space. You push things too far and you say something stupid like you just did or you say something like, “You probably can’t tell me this, but do you know who the storage engineers are in the IT department?” Guess what? She is either mightily offended at your too-forward forwardness or has her red flag of “Beware!” run up that flagpole next to her, remembering the HR Manager’s speech to her when she first started three months ago that there would be callers like this and this is what they sound like…and she doesn’t tell you!
You have short-sheeted yourself because of your thoughtlessness and you’ve reduced your chances far more than you have to.
On the other hand, let's say that you treated all of the 100 Gatekeepers like they were fat, or ugly, or humorless, or busy, or in a bad mood, or had someone sitting next to them or had their other lines ringing, etc. What would happen? You’d probably approach them from a different space, respecting the possibilities that could be happening in their worlds. You’d probably sound respectful and your communication would fall far short of any kind of presumptiveness. You’d sound far more professional and you wouldn’t sound so like you want something.
What do you think would happen?
Some of the time Gatekeepers will reject you (maybe 20 out of 100) no matter what. They live by a script and unless you have those special skills extremely talented telephone names sourcers possess that recognize that script and know how to get around it, you’re going to go away empty handed. It happens; get used to it with the accompanying solace that these numbers will dwindle as you hone your own skills.
That leaves 80 out of 100. 80 out of 100! 80% of the calls you make hold some element of promise. Four out of five times you’re going to get somewhere or something. Why stop when you only have a 1 in 5 chance of being shut down? Why stop? Believe it or not, many people do. This “thought” of rejection holds such abject terror for many people that they don’t even try. They miss the opportunity that’s out there to gather the names that could be theirs if they only tried. “The Magic in the Method” strives to teach you the skills that will better your odds in this random system. Why are you NOT using it?
Furthering this discussion, the trick here is to assume that she is going to help you, knowing that 80% of the calls you make hold that gratifying promise. You must overcome your own self-doubt and your fear of Gatekeepers in general and behave as if every one of them will help you. You must run the numbers through your head and decide that four out of five are good, and stop sabotaging your efforts by saying stupid and thoughtless things. You must accept that 80% is a more-than-acceptable risk ratio and know that there will be a few who won’t cooperate with you. So what? Does every kernel in the pot pop?
Talk to each Gatekeeper with respect and fortitude and don’t worry about the ones who won’t cooperate. Continue to develop a deep understanding of yourself and your understanding of Gatekeepers will strengthen. It won’t happen any other way. Keep using these tips and techniques – keep using them though occasionally you’re going to fall flat on your face. Don’t stop – don’t let that one in five wipe out your possibilities – your opportunities!
After all, it’s only a telephone.
;)
If you want to learn the skills of deeply connected and wildly successful telephone name sourcers, read the extraordinary literature that's been printed on the subject, both in here and elsewhere. However, MY stuff is not to be re-published for commercial purposes in any form without my prior written permission.
"My centre is giving way, my right is in retreat; situation excellent. I shall attack." Marshall Ferdinand Foch (1851-1929), supreme commander of allied forces in 1918.
It's time to advance your sourcing skills. Think beyond.
There's still room - register for my October 16 Workshop at ERE's Fall Expo in D.C.: Telephone Names Sourcing: What Is It and Why You Need To Do It - Go here to read all about it! Questions? Contact amy at ere.net or call her direct at 360-264-5627 or also at 212-671-1181 x813 Use discount code of DC07SP (case sensitive) to receive a $200 discount off the conference registration cost.
Maureen Sharib
Telephone Names Sourcer/MagicMethod Trainer
513 899 9628
TechTrak.com, Inc.
maureen at techtrak.com
Watch the Telephone Names Sourcing Video