May 2006

Converting Gatekeepers into Greeters

By Debra Feldman

Correct technique and good manners can turn interactions with corporate gatekeepers from frustrating to fruitful. Gatekeepers are not meanies; they are their boss's designated agents — charged with limiting unnecessary, potentially wasteful interruptions and unexpected interference that may negatively impact the boss's workflow or productivity. Any unsolicited inquiry requires screening. If you don't already know the person you're trying to reach, then you have to convince the gatekeeper that it's okay to give you an appointment, schedule a meeting, provide an e-mail address, or transfer you to voicemail.

The gatekeeper evaluates requests based on certain criteria. If you pass the test, you are referred to the boss. If not, you are turned away. The value proposition you initially present to the gatekeeper has to satisfy those criteria, or be intriguing enough to earn you the opportunity to elaborate on your interest and justify your request as an exception.

Here are six ways you can increase the odds that gatekeepers will grant you access to decision-makers. Start with the premise that gatekeepers aren't enemies; like you, they are professionals trying their best to fulfill their assignments, keep the boss happy, and get rewarded for a job well done.

1. Offer a low-risk, high-reward situation. Do your homework. Plan your presentation so it is clear, compelling and engaging. Pique the gatekeeper's curiosity. Address gatekeepers by name; inquire if they have a few moments for your call; and ask how their day has gone. Listen. Don't charge forward just because you didn't get voice mail. If the gatekeeper hesitates, sounds busy or is juggling other lines, offer to call back at a more convenient time.
    

2. Convince the gatekeeper that there is no reason not to offer you an appointment. Gatekeepers balance two competing choices: granting too much access to the wrong applicants, or being too stringent and excluding individuals that the boss would want to meet. Their jobs depend on how well they interpret the screening criteria. If a gatekeeper believes it would be more detrimental to keep you out than to let you in, you have succeeded.
    

3. Build a relationship with the gatekeeper. The more interaction you have with a particular gatekeeper, the more likely that gatekeeper will want to help you and be a part of your success. Speak respectfully, be polite. Make small talk. Ingratiate yourself, and it's more likely that your proposal will sound attractive. Be likable and you'll get more attention. Then, you'll be able to more clearly communicate your value, engage in dialogue, and have the chance to explain more about your intended business.
    

4. Follow the gatekeeper's instructions, cooperate and be pleasant. Not only do you have to have a high-quality concept, but your personality also has to fit. If the gatekeeper asks you to e-mail a request, do it within 24 hours or less, before you are forgotten. Don't be argumentative. Smile as you speak — it will come through in your voice. Your demeanor communicates that you are not going to cause trouble. If your are not cooperative ( i.e., difficult to manage,) the gatekeeper may conclude that you are not worthy of the boss's time and sabotage your request. Be patient and helpful. This gatekeeper may be your new boss's administrator, or even your own right-hand helper someday.
    

5. Gatekeepers can become your personal liaison, warm up the boss on your behalf, and facilitate the impossible. If you can win the gatekeeper's support, you may gain an important ally who can advocate for you, squeeze in an appointment for you in a booked calendar, talk you up to the boss, give you hints to help your meeting be more positive. If your initial encounter with a gatekeeper is unprofessional and negative, reconsider your goal. If the boss condones unprofessional behavior, do you really want to move forward here?
    

6. Timing is critical. If at first you don't succeed, try, try, again. Make your own luck. Don't be discouraged if your first approach isn't wholeheartedly embraced. Regroup and, after an appropriate interval, attempt another connection revising your presentation, enhancing your value proposition and using better timing. Persistence and creativity pays off. Follow up is key to making progress.

Copyright 2006 by Debra Feldman.

Debra Feldman, founder of JobWhiz, is a job search expert with more than 20 years of senior management consulting experience. She specializes in identifying unadvertised opportunities in the hidden job market. For more information and to contact her, visit www.JobWhiz.com.