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Gatekeepers and how we deal with them....ideas?

by David Miller
62 replies
It looks like after a lot of threads and posts about cold calling, and after all the back and forth about doing it or not doing it, it's clear that cold calling is a viable and powerful method of building and maintaining a strong business. That in itself is not a point that merits argument, at least not in this thread.

With that in mind I think it would be good to share some insights about gatekeepers and how we deal with them.

More often than not the first contact that we make when we are cold calling is going to be the gatekeeper. Whatever impression we give to the gatekeeper about ourselves is going to be passed along to the decision maker we are trying to reach.

For starters, I would like to say that I treat everyone that answers a business phone with the the same level of common courtesy and respect that I would expect to be treated with myself.

It's been my experience that when I tell a gatekeeper the purpose of my call, at least in general terms and when asked, they are more likely to be helpful. I don't try to win them over, or get them on my side, or anything else like that, I just do my best to get one step closer to the decision maker.

I'm not putting forth that this method is "right", just that it's the way I do things.....what's yours?
#cold calling #deal #gatekeepers #themideas
  • Profile picture of the author Warrior Ben
    Hi David,

    I've found that it is best to find out the name of the decision maker before you call and then ask for them by name. This will help separate you from 95% of other people who are cold calling the person. By making it seem as if the person is expecting your call and knows who you are, the gatekeeper is much more likely to just pass you along.

    In terms of finding out the name of the decision maker, there are a couple tools I use. For small businesses where the owner is most likely the DM I will look at the Secretary of State website and look up the business registration information. Most times the owner will be listed on the registration and you can go from there.

    For larger businesses where the DM is going to be a C-Level executive, I use Jigsaw.com. It isn't always accurate but gives a good start.

    Once I have the name of the DM I've found it is much easier to just say, "Hi, this is Ben, is [Decision Makers Name] available?" Sometimes you will get a response like, "what is this regarding?" I respond with something along the lines of, "Can you please put him/her on the phone? It's fairly important."

    By acting like you already know the DM the gatekeeper will put you through more times than not. Nobody wants to hold up a call from somebody who seems to know their boss.

    Anyway, these are some things that work for me. I hope it helps!

    -Ben
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    • Profile picture of the author nacke81
      I have to agree with Warrior Ben. Having the decision maker's name before calling is critical.

      I'm curious ... are you cold calling to get new business for your web design or SEO services?

      I really struggled with using cold calling for a long time since I did outside sales for 4 years before starting my internet marketing company.

      Right now, I'm still trying to figure out if it's a valid use of my time for landing new offline clients.

      I decided to quit doing it once I build a nice stable of clients, and instead focus on marketing my own company doing the exact things I'm doing for my clients, like SEO, email marketing, etc.

      Now, I don't need to do any cold calling because I get enough referrals and have enough clients paying for recurring services.

      But as my company grows, I've considered hiring an outside sales person, and I imagine that they will have to do cold calling to constantly keep their sales funnel full.
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    • Profile picture of the author P1
      Originally Posted by Warrior Ben View Post

      Hi David,

      I've found that it is best to find out the name of the decision maker before you call and then ask for them by name. This will help separate you from 95% of other people who are cold calling the person. By making it seem as if the person is expecting your call and knows who you are, the gatekeeper is much more likely to just pass you along.

      In terms of finding out the name of the decision maker, there are a couple tools I use. For small businesses where the owner is most likely the DM I will look at the Secretary of State website and look up the business registration information. Most times the owner will be listed on the registration and you can go from there.

      For larger businesses where the DM is going to be a C-Level executive, I use Jigsaw.com. It isn't always accurate but gives a good start.

      Once I have the name of the DM I've found it is much easier to just say, "Hi, this is Ben, is [Decision Makers Name] available?" Sometimes you will get a response like, "what is this regarding?" I respond with something along the lines of, "Can you please put him/her on the phone? It's fairly important."

      By acting like you already know the DM the gatekeeper will put you through more times than not. Nobody wants to hold up a call from somebody who seems to know their boss.

      Anyway, these are some things that work for me. I hope it helps!

      -Ben
      Not trying to hi-jack this thread but what if the gatekeeper keeps pushing "What is this in regards to?" I get this a lot and I'm sure a lot of others do aswell.

      I usually think it's a lost cause because you know the gatekeeper is told by the owner to keep out solicitors.
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      • Profile picture of the author GabeF430
        You are absolutely correct. Don't lie to the gate keeper to get through to the Decision Maker. Be honest and let them know why you are calling. If you already have the DM's name then there is a good chance you can get through by asking casually if they are in. Like "Hi Jenny can I speak to Bob real quick?" If you don't have the DM's name they are usually good and not giving it out when you say "Who should I ask for next time I call?" A good way to get there name for when you call back is to leave message with gate keeper and again causally ask "Who should I expecting to call me back?".


        Originally Posted by P1 View Post

        Not trying to hi-jack this thread but what if the gatekeeper keeps pushing "What is this in regards to?" I get this a lot and I'm sure a lot of others do aswell.

        I usually think it's a lost cause because you know the gatekeeper is told by the owner to keep out solicitors.
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    • Profile picture of the author StrategicCheetah
      Totally agree with what Ben has said, finding out the DMs name up front is really useful.

      You will still run in to a lot of gatekeepers who will try their best to stop you getting through.

      I've found a couple of little tricks/hacks that increased my rate of contact hugely:

      Ask for the person by name.

      When the secretary asks you who you are simply respond:

      "Could you tell him its Bob?"

      That will often get you through, if not they will ask for your last name reply in a stern tone with your full name quickly followed by "is he available?" in a friendly tone.

      I'm not quite sure what it is about this, but the vast majority of gatekeeprs go straight to:

      "I'll see if he's available"

      If they persist with playing the "lets get to know each other game" and ask you to further qualify yourself or ask what your calling about I will then say:

      "I'd really prefer to speak to Bob, is he available at the moment or should I call back?"

      I've made thousands upon thousands of calls this year and since adding the above to my repertoire I've found my contact rates have increased massively.
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    • Profile picture of the author David Miller
      Thanks Ben....glad to see your input and insight on this thread. I guess I should have added that having the owner/dm name would be a given here. I believe in doing at least that much research about who I'm calling before I pick up the phone to get the ball rolling. Resources for that aspect are great to have and thanks for sharing some of those that you use.

      I'm also a proponent of asking for the DM by name as you suggest. However, it's one that you really need to be careful with. It can easily go bad when the insistance to speak to the DM can become arrogant and ultimately disrespectful if you've got a gatekeeper that knows what's going on. I think this works better in large firms than it would in smaller firms.
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    • Profile picture of the author RWhite
      Can you show me the link of the sec. of state owner data is at please?
      Thanks for the tip Ben.


      Originally Posted by Warrior Ben View Post

      Hi David,

      I've found that it is best to find out the name of the decision maker before you call and then ask for them by name. This will help separate you from 95% of other people who are cold calling the person. By making it seem as if the person is expecting your call and knows who you are, the gatekeeper is much more likely to just pass you along.

      In terms of finding out the name of the decision maker, there are a couple tools I use. For small businesses where the owner is most likely the DM I will look at the Secretary of State website and look up the business registration information. Most times the owner will be listed on the registration and you can go from there.

      For larger businesses where the DM is going to be a C-Level executive, I use Jigsaw.com. It isn't always accurate but gives a good start.

      Once I have the name of the DM I've found it is much easier to just say, "Hi, this is Ben, is [Decision Makers Name] available?" Sometimes you will get a response like, "what is this regarding?" I respond with something along the lines of, "Can you please put him/her on the phone? It's fairly important."

      By acting like you already know the DM the gatekeeper will put you through more times than not. Nobody wants to hold up a call from somebody who seems to know their boss.

      Anyway, these are some things that work for me. I hope it helps!

      -Ben
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    • Profile picture of the author Old Dog New Tricks
      Originally Posted by Warrior Ben View Post

      Hi David,

      I've found that it is best to find out the name of the decision maker before you call and then ask for them by name. This will help separate you from 95% of other people who are cold calling the person. By making it seem as if the person is expecting your call and knows who you are, the gatekeeper is much more likely to just pass you along.

      In terms of finding out the name of the decision maker, there are a couple tools I use. For small businesses where the owner is most likely the DM I will look at the Secretary of State website and look up the business registration information. Most times the owner will be listed on the registration and you can go from there.

      For larger businesses where the DM is going to be a C-Level executive, I use Jigsaw.com. It isn't always accurate but gives a good start.

      Once I have the name of the DM I've found it is much easier to just say, "Hi, this is Ben, is [Decision Makers Name] available?" Sometimes you will get a response like, "what is this regarding?" I respond with something along the lines of, "Can you please put him/her on the phone? It's fairly important."

      By acting like you already know the DM the gatekeeper will put you through more times than not. Nobody wants to hold up a call from somebody who seems to know their boss.

      Anyway, these are some things that work for me. I hope it helps!

      -Ben
      Here's a little nugget to try!

      I agree with Ben about obtaining a name but try this...

      Don't stop with the DM's name also try to get an email address in advance too.

      Now I'm not going to give you an exact script because you need to make it something that fits your situation and product.

      In principle say (email): Salutation of your choice...Introduce yourself... Any type of presentation or intro to your product or service... be brief... then tell them that you will be calling with more info pertaining to this email. ( Don't go nuts but just in case the DM actually reads it be nice. ( It doesn't matter who does or if it goes to their trash) the point is that you sent an email to them. You want to be truthful in the next step.(But why not give them a good marketing email anyway. The practice creating one will do you good)

      The next step (phone): Make your call and right from the beginning, (don't) let the gate keeper get a chance to ask you who are you? and what's this about?, say something along this line, (make it comfortable for yourself), Salutation or greeting of your choice... I'm (name) and I'm calling DM as I said I would in our last email when I told DM I would give him a personal call and give DM an answer to a question more completely. Is he available by chance? Best answer for you is "yes".

      Alt ans: No but I'll give you his voice mail....That would be fine when do you suppose DM might be in to get the message because it is time sensitive for DM... Make note of their answer... Hang up before or after the beep. (no msg.) If you got a good time when they would be in call at that time and do intro again with addition of "I had trouble with VM earlier not sure it went through". ( the trouble was you hung up:rolleyes Remember you keep control and ask them to please put you through. Take a big breath and don't let them ask any questions and don't ask them any questions if you can help it.

      Yes I can hold.....Yes I can continue to hold.... ( He's not answering do you want DM voice mail?)... Yes.... (Do above again)...

      Now you have to decide how far you want to take this and you need to think about and learn this technique until you are comfortable. In some of my work I use this technique often and it's amazing how much success I have with it the first time.

      I know my format of typing this is hard to read sorry, but read slow and closely. I usually have some one else do my formal stuff from notes.

      If you don't already have a response ready for the DM (I assume you do because you asked for tips to get by the GK) Just pick up with what you told the GK and tell them about the email you sent them ...(what email???) Baby I love that one!!!, they just gave me permission to market/ sell them.

      Aint it Great! Life's Good!

      Old Dog

      P.S. This is a general tip and you need to do some expansion to fit you! It's the concept (leverage an email) I'm trying to get across... Try to reply or PM and tell me what happened. It's only a prospect right?

      P.P.S. I would run this scenario at least 5x's before stopping the 1st time. log all this and in several weeks or so do it again. You can give up on this prospect when you or they are in the obituary. It will work! don't give up. (Remember this is "a" technique not the only one)
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      P.S. If I can be of any assistance in your "Off" or "On"- line sales and marketing please PM me or email at WinnersChoice-Warrior@yahoo.com . Old Dog

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  • Profile picture of the author nacke81
    Oh yeah ... I forgot to mention that I would use Manta for getting business owners names when I was doing this when I didn't have very many clients. Ooops ... that was the whole reason I wanted to respond. Haha.

    Good luck David ... I'd like to hear about your progress since cold calling is so tough.
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  • Profile picture of the author Jason Kanigan
    You needn't know the name of the person to talk to.

    The way to turn the gatekeeper into your friend is to be "a little unsure."

    Here are a couple of actual calls I made last month demonstrating this method. I use it all the time. Never fails. The gatekeeper 'rescues' you...it's a human nature thing. Password: arctic1

    This way you don't spend hours dilly-dallying around "researching" for the name of the person online. Just find the main # and get calling.


    The other method is to treat the gatekeeper as if they were the decision maker.

    Tell them why you're calling, as if you were speaking to the decision maker. "Would <name> be best to talk to about this?" or "Who do you think would be best for me to talk to about this?"

    If the decision maker isn't available now (probably true), ask:

    "If you were trying to speak with (him or her), what time would you try back?"

    "When I call back, will you remember me and put me through?"

    Easy peasy. Be a '10', be Tough!
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    • Profile picture of the author David Miller
      Originally Posted by kaniganj View Post

      You needn't know the name of the person to talk to.

      The way to turn the gatekeeper into your friend is to be "a little unsure."

      Here are a couple of actual calls I made last month demonstrating this method. I use it all the time. Never fails. The gatekeeper 'rescues' you...it's a human nature thing. Password: arctic1

      This way you don't spend hours dilly-dallying around "researching" for the name of the person online. Just find the main # and get calling.


      The other method is to treat the gatekeeper as if they were the decision maker.

      Tell them why you're calling, as if you were speaking to the decision maker. "Would <name> be best to talk to about this?" or "Who do you think would be best for me to talk to about this?"

      If the decision maker isn't available now (probably true), ask:

      "If you were trying to speak with (him or her), what time would you try back?"

      "When I call back, will you remember me and put me through?"

      Easy peasy. Be a '10', be Tough!
      This is some good stuff Jason...thanks so much for putting it out there. I tend to go along with your take on this although I have used both methods.

      My aversion to the "just tell him I'm calling" (I know not the exact words but that is the inference) is that it can too easily lead down the road of arrogance that I mentioned before.

      I've received many calls in my current position where the caller doesn't know I'm the DM and asks for the managing partner. Now, I'm not his gatekeeper or secretary, but I am the person that makes the decision for anything related to marketing. When I inform them they need to be speaking with me, I am often met with the "I'm too important to speak with you" attitude. I don't feel I should have to prove to anyone what my position or areas of responsibility are.

      Clearly Jason's approach would get him a lot further if he were to call my firm.
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    • Profile picture of the author iamchrisgreen
      Originally Posted by kaniganj View Post

      Here are a couple of actual calls I made last month demonstrating this method. I use it all the time. Never fails. The gatekeeper 'rescues' you...it's a human nature thing. Password: arctic1
      This is GOLD!! Thanks for putting these calls for us to learn from.
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  • Profile picture of the author Jason Kanigan
    Oh. Forgot to mention: stop saying "How are you today?"

    These are the code words that tell your gatekeeper "Here comes a salesperson!"

    When you listen to my call recordings, think about what ISN'T there: False Enthusiasm! False enthusiasm is the oil slick of the slimy, low-skill salesperson--and people smell it coming.

    And PLEASE be tough and lay out the agreement for the sequence of events for the gatekeeper to follow when you call back. It is this very thing, used throughout the selling process, that eliminates "mutual mystification" and gets you to a quick No or Yes. If you think it's redundant, and that people know what to expect, you're incorrect.

    You can always ask, if you think you're being football blocked from talking to your prospect, in a nurturing way: "You haven't been told to block all incoming calls, have you?"

    (Negative reverse selling--want to know more? PM me)

    At least you'll get a Yes and you won't have to waste any more time on this one. Or...something might pop and you'll be surprised at what happens next.
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  • Profile picture of the author somacorellc
    I've just started my cold calling extravaganza, but one thing I do is just say my pitch to whomever answers the phone. It's short and encourages conversation.

    ===
    This is name, I've opened a new business here in city, we just started up and really quickly I'm calling to let folks know about our service and hopefully drum up some interest - I was wondering if you guys are building your client base using text messages...is that something you've given thought to?
    ===

    It's gotten me good success, I think because it ends in a question, and not just any question. By saying "have you given thought to it?" it seems more like "this isn't a question I should answer" and less of a "this is just a sales call" kind of thing. The gatekeeper knows they aren't a decision maker and if he/she says "no" then they'll be making a business decision and that's something they don't want to screw up.

    One of the tenets of being a good manager is that you know how to ask questions that lead to solutions from your employees, so my theory is if you empower the gatekeeper to provide you a solution, they'll feel like they did the right thing. In this case the only possible solution is to pass you on because they know they're not authorized to make that kind of decision.

    Or, they could just be bored and transfer you.
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    • Profile picture of the author ltplenus
      I like everything that was said in this thread though this strategy got me thinking... it's true ( based on experience ), if the gatekeeper feels like he/she is lost and can'T handle the question he/she will pass the hot potato right away lol
      As i'm setting up for cold calling this week... i'll give it a shot ;-)

      Originally Posted by somacorellc View Post

      I've just started my cold calling extravaganza, but one thing I do is just say my pitch to whomever answers the phone. It's short and encourages conversation.

      ===
      This is name, I've opened a new business here in city, we just started up and really quickly I'm calling to let folks know about our service and hopefully drum up some interest - I was wondering if you guys are building your client base using text messages...is that something you've given thought to?
      ===

      It's gotten me good success, I think because it ends in a question, and not just any question. By saying "have you given thought to it?" it seems more like "this isn't a question I should answer" and less of a "this is just a sales call" kind of thing. The gatekeeper knows they aren't a decision maker and if he/she says "no" then they'll be making a business decision and that's something they don't want to screw up.

      One of the tenets of being a good manager is that you know how to ask questions that lead to solutions from your employees, so my theory is if you empower the gatekeeper to provide you a solution, they'll feel like they did the right thing. In this case the only possible solution is to pass you on because they know they're not authorized to make that kind of decision.

      Or, they could just be bored and transfer you.
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      • Profile picture of the author Sue Bruce
        I couldn't believe it when 10 of us did an experiment about the "how are you today" question and the ones who didn't ask the question were more successful

        I hated the fact that I wasn't using what seemed to me as a common courtesy.

        Month one wasn't enough to convince me. I felt that there were too many other factors to take into consideration.

        Month two I looked at the stats. We were always close in closing sales but the group who were not asking the question were ahead of us.

        Sometimes you have to admit you're wrong even when you're 100% sure that you're right!
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        • Profile picture of the author David Miller
          Originally Posted by Sue Bruce View Post

          I couldn't believe it when 10 of us did an experiment about the "how are you today" question and the ones who didn't ask the question were more successful

          I hated the fact that I wasn't using what seemed to me as a common courtesy.

          Month one wasn't enough to convince me. I felt that there were too many other factors to take into consideration.

          Month two I looked at the stats. We were always close in closing sales but the group who were not asking the question were ahead of us.

          Sometimes you have to admit you're wrong even when you're 100% sure that you're right!
          I've come to realize that where I live, saying "how are you" is part of the culture but clearly means nothing to the person saying it or the person having it said to them. I like to think of myself as a polite and courteous person which is perhaps why I have been fighting this.....

          The next time I hit the phone "how are you" is gone and I'll report back here with the results.
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  • Profile picture of the author MaxReferrals
    Try calling before office hours and after hours. We've had a lot of success finding business owners who answer the phone, because they are in the office early or late -- after the clock-watching gatekeepers have left.
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    • Profile picture of the author David Miller
      After hours and before hours are great for me! Especially if you're working on building a business while you're still working at a 9 - 5.....

      @Jason....I say "how are you" out of habit and I have no issues about the here comes a salesman aspect of things. Theres different aspects to every thing that we can try and I don't see a reason to hide the fact that I'm selling something.

      When someone calls a place of business, and they don't know them, they assume it's a sales call anyway...so why make them wonder when the other shoe is gonna drop. I like to just throw it all out there and if someone has an issue with being asked how they are....they've got lotsa other issues too.

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      • Profile picture of the author InTh3Moment
        Originally Posted by David Miller View Post

        When someone calls a place of business, and they don't know them, they assume it's a sales call anyway...so why make them wonder when the other shoe is gonna drop. I like to just throw it all out there and if someone has an issue with being asked how they are....they've got lotsa other issues too.

        Haha that's great. So it seems like we have some people saying to be completely honest with the GK and others saying to try to bypass them as quickly as possible (and I'm not quite sold on the third group saying to treat them like vicious watch dogs that need to be put down) so can anyone else weigh in here?

        Have the people saying to be honest had negative results trying to bypass the GK without being honest or vice versa? Thanks again for the informative post people!
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  • Profile picture of the author Jason Kanigan
    Sure, if you want to give the gatekeeper a reason to put up the wall...actually I disagree with the idea that any incoming call must be a sales call. Could be a client, a friend, someone who the gatekeeper just hasn't encountered yet. Most of the calls that came into a boutique IT firm I worked at were from clients and distributors. We got maybe a sales call a day on average.

    I would rather not give the gatekeeper any additional reasons to be antagonistic. But of course do what you feel comfortable doing...and if it works, keep doing it!
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  • Profile picture of the author Nbroquis
    I slightly disagree. When you tell gate keepers what the call is about, it's like an automatic shield goes up in their heads. You are right about it being more respectful telling them what the call is about but you just end up minimizing your chances of getting passed them because of these shields. But if the method is working for you then of course keep using it.
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    • Profile picture of the author David Miller
      These days with so many firms downsizing you never know who the "gatekeeper" may be. There are firms now where so many functions are being handled by one person that the "gatekeeper" may very well be the person you need to speak with.

      In professionally run organizations, not every purchasing decison is made by the business owner.
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  • Profile picture of the author Jason Kanigan
    Nothing like testing to find out what reality is!

    If you know a way out of not getting boxed into that caller-gatekeeper situation, and not have the wall go up, why not use it?
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  • Profile picture of the author IM Lover
    My method is as follows:

    1. Call the business and ask for the manager/directors name.

    2. Call back the next day ask for xxx, if asked I mention that "I have called before and spoke with him/her" This will normally get me to the person needed.

    3. When I get to the person in hand I will state my purpose of the call, I start of by saying hi xxx not sure if you remember me or not it's xxx from xxxx

    4. This normally leads on to one reaction "I don't remember you sorry, please let me know what this is about" Hey ho you have jumped over the gatekeeper, and you have almost got to the friends patter with the main guy.

    -Lee
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  • Profile picture of the author Jason Kanigan
    Correct. It is one of those meaningless phrases (listen to other people saying it when you're out somewhere in public or in a store; people don't even answer it, they just say "How are YOU?" back) that is a sort of social stroking.

    But when it comes to the phone, it's a signal that a sales call is coming in and those answering the call react accordingly.
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  • Profile picture of the author Deidra Renee
    I try to be as vague as possible with the gatekeeper. If you're selling fanpages and they ask *what is this regarding* you could say *A fanpage* or *THEIR fanpage.* I like to use THEIR because it makes the gatekeeper wonder if they already have one that they just don't know about and they don't want to keep you from discussing something important with their advertising or business.

    It may sound silly, but trust me it works. I do it all the time. I also don't say *How are you today* when I'm talking with the gatekeeper or the DM because as stated before it makes them assume you're a salesperson that's just feeding them BS to get their money. They don't really think you care about how their day is going so I leave that out altogether.

    But just try to be as vague as possible unless they keep pushing the issue. I've had people tell me they won't put the DM on the phone unless I tell them exactly what I want (in this case it's usually a contractor who's wife answers the phone for them or something) in that situation you can't do anything but tell them.

    If you don't have the DM's name, just pitch whoever answers the phone..the majority of the time they'll say *Oh, I'm can't make those type of decisions..let me get the manager (or DM) for you* Sometimes I intentionally pitch whoever answers because a lot of times the names could be wrong, that person died, sold the business, etc..and the business is under new management and when you ask for the DM and have the wrong name and turn around and try to pitch that person anyway, they have a wall up now because you weren't calling for them and I guess it seems less personable to them at that point.

    Anyway, here are my suggestions in a nutshell: Ask for the DM by first name ONLY or pitch whoever answers if you don't have the name
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  • Profile picture of the author Jason Kanigan
    As I said above, you can treat the gatekeeper as if they were the decision maker, and ask them, "is this under your umbrella, or someone else's?" This is one of the places where it's helpful to have brief typical reasons people do business with you...so you don't have to do the whole dog and pony show for a non-prospect.
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  • Profile picture of the author vernontheroar
    just tried calling a few personal injury attorneys, cuz why not. i called like 15 of them in a row and all of them where out of the office. except 1 and he just hung up on me lol. i with the stuff learned from this post i dident feel like the secretaries would have given me any problems even if they were there.

    I guess its the wrong time of day for them. im gonna try some plumbers after i get something to eat. or maybe ill just go pop in for a few unannounced visits. hopefully they are not too far apart.

    hope i get some kinda feedback. i can give you guys the exact script i used if you want.

    p.s.
    right now im realy just looking for a few more people to do work for free in exchange for a testimonial. i think right after i said the word free this guy was like "NOOOOOPE".
    let me know
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    • Profile picture of the author jhuman
      I would check out fourhourworkweek blog and do a search on this topic. I remember reading something about this and Tim had a clever way to deal with gatekeepers.
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      • Profile picture of the author HypeText
        Getting by the GK isnt as hard as it might seem. Here is what has always worked best for me...

        When I call I usually don't know who the proper person to talk to is. sometimes it's the owner...and sometimes it's not, but I find starting at the top and working my way down usually does the trick. After all, if the owner doesnt handle marketing then he/she will most likely know who does!

        When I call I give the illusion of being a happy customer. I dont say I am with a business or that I am calling to sell services.

        "Hello!, I was wondering if I could speak with the owner/manager (depending on whether it is mom & pop or not)....you guys have a great place there and I wanted to let them know...plus I have a couple suggestions to make it even better!"

        1) I don't sound like a Salesman

        2) I already answered the "Whats this about?" Question

        3) Businesses LOVE LOVE LOVE to hear from happy customers...

        Once I have the Boss on the phone I get straight to the point and don't pull any punches.

        I have found thru years of experience that many business owners use GK's for 2 reasons...

        1) They dont like dealing with sales people

        2) They don't like dealing with salespeople because many of them have a hard time saying No...

        Try it before you knock it...you will be surprised how well it works!
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    • Profile picture of the author HypeText
      Originally Posted by vernontheroar View Post

      just tried calling a few personal injury attorneys, cuz why not. i called like 15 of them in a row and all of them where out of the office. except 1 and he just hung up on me lol. i with the stuff learned from this post i dident feel like the secretaries would have given me any problems even if they were there.

      I guess its the wrong time of day for them. im gonna try some plumbers after i get something to eat. or maybe ill just go pop in for a few unannounced visits. hopefully they are not too far apart.

      hope i get some kinda feedback. i can give you guys the exact script i used if you want.

      p.s.
      right now im realy just looking for a few more people to do work for free in exchange for a testimonial. i think right after i said the word free this guy was like "NOOOOOPE".
      let me know
      Lawyers can be one of the most difficult niches to work with. They love to debate and argue and have no problem saying "no!" In the rudest possible way!

      Lawyers spend VERY little time in their offices as they have hearings, depositions, networking affairs, GOLF, and clients to go see.

      Offering a Service for Free can very often lead to a potential client taking the attitude that if you are giving it away for free...it can't be worth much to begin with. It can create instant skepticism! Be very careful using that approach...
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    • Profile picture of the author David Miller
      Originally Posted by vernontheroar View Post

      just tried calling a few personal injury attorneys, cuz why not. i called like 15 of them in a row and all of them where out of the office. except 1 and he just hung up on me lol. i with the stuff learned from this post i dident feel like the secretaries would have given me any problems even if they were there.

      I guess its the wrong time of day for them. im gonna try some plumbers after i get something to eat. or maybe ill just go pop in for a few unannounced visits. hopefully they are not too far apart.

      hope i get some kinda feedback. i can give you guys the exact script i used if you want.

      p.s.
      right now im realy just looking for a few more people to do work for free in exchange for a testimonial. i think right after i said the word free this guy was like "NOOOOOPE".
      let me know
      Whatever you did to get thru the gatekeeper is what this thread is about. If you wanted to share the part of your script that got you there it would welcomed I'm sure......

      As far as what happens when you got to the attorneys, I've been working with and for attorneys for quite some time. These guys are always waiting for the other shoe to drop. So when you offer something for free they stop listening to what you're saying and they're waiting for the catch. I'm not certain what you're offering in return for a testimonial but feel free to pm me and if I can offer any insight I'll be glad to.
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    • Profile picture of the author gdale19
      If you are going to call attorneys you have to eat live and drink attorneys. There is no such thing as calling attorneys part times. We call attorneys and that is it. We average 900 calls a day from our office to attorneys nationwide. We do not get side tracked with anything eles.
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  • Profile picture of the author vernontheroar
    @HypeText

    thanks a lot. so this is my new gameplan for tomorrow morning

    1. i just put together a list of like 22 HVAC people in my city. with business owners names and phone numbers.

    2. put together a new script that uses warrior bens teachings 100% exactly how he recommends i do it.

    3. i forgot... o yea im not offering anything for free anymore since everybody assumes im trying to scam them or something. so since im spending the same amount of effort i might as well just go for someone who is gonna pay and see how that works out.

    4. im sleepy as balls right now. im doing this tomorrow morning.

    o yea. also since im going for the appointment. i hope they wont get pissed that im expecting it to last about 90 minutes. o well, ill figure it out when i get there, right now i just need to set the appointments and ill figure out what exactly im going to do later.

    good night every body
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    • Profile picture of the author HypeText
      Originally Posted by vernontheroar View Post

      @HypeText

      thanks a lot. so this is my new gameplan for tomorrow morning

      1. i just put together a list of like 22 HVAC people in my city. with business owners names and phone numbers.

      2. put together a new script that uses warrior bens teachings 100% exactly how he recommends i do it.

      3. i forgot... o yea im not offering anything for free anymore since everybody assumes im trying to scam them or something. so since im spending the same amount of effort i might as well just go for someone who is gonna pay and see how that works out.

      4. im sleepy as balls right now. im doing this tomorrow morning.

      o yea. also since im going for the appointment. i hope they wont get pissed that im expecting it to last about 90 minutes. o well, ill figure it out when i get there, right now i just need to set the appointments and ill figure out what exactly im going to do later.

      good night every body
      Glad I could Help...Good Luck
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  • Profile picture of the author gdale19
    For starters, I would like to say that I treat everyone that answers a business phone with the the same level of common courtesy and respect that I would expect to be treated with myself.

    This is your first problem, I call on the phone allot and I treat the gatekeeper with complete distain. If she or he ask who is calling I only give them my first name, if they ask for my last name I respond with "Is XYZ there or not? If they ask is he expecting your call I respond "He might be" If the gatekeepers is still engaded with me I aburuptly say " tell him I was referred to him and that I'm on the phone". By the way this works very well with attorneys.
    Once you are on the phone you do not ask how they are or is this a good time to talk you get to the point and stick to your script. You have to have your script infront of you even if you know it by heart.
    I don't thank gatekeepers for anything for any reason. If I leave a message I don't say thank you for any reason. This is how you get thru the gatekeepers. I could go on and on.
    One more thing, once you have the prospect on the phone and he trys to get rid of you with will you call me back? I always respond with "What are we going to talk about? He stammers a little so I ask do you really want me to call you back or should I offer XYZ to (Name his competitor)? He will stay on the phone.
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    • Profile picture of the author David Miller
      Originally Posted by gdale19 View Post

      For starters, I would like to say that I treat everyone that answers a business phone with the the same level of common courtesy and respect that I would expect to be treated with myself.

      This is your first problem, I call on the phone allot and I treat the gatekeeper with complete distain.
      Could you explain this a little more. How can you say that you extend and expect common courtesy and that you treat the person that answers the phone with disdain.
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  • Profile picture of the author gdale19
    The first part of my post was a quote from the originial post. BTW it's "complete distain" not just distain.
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    • Profile picture of the author David Miller
      Originally Posted by gdale19 View Post

      The first part of my post was a quote from the originial post. BTW it's "complete distain" not just distain.
      By the way...it's DISDAIN....just sayin.
      And it still makes no sense.
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  • Profile picture of the author gdale19
    Thank you for pointing out my typo, I am ashamed of myself. It must be my public education. It may or may not ever happen again, I just can't say for sure. Perhaps I should add typo's to my new year's resolution along with growing taller and growing more hair.
    As for making sense, we have 32 sales people making sense of it; maybe I didn't explain it very well. Sorry
    Have a Happy New Year.
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    • Profile picture of the author David Miller
      Originally Posted by gdale19 View Post

      Thank you for pointing out my typo, I am ashamed of myself. It must be my public education. It may or may not ever happen again, I just can't say for sure. Perhaps I should add typo's to my new year's resolution along with growing taller and growing more hair.
      As for making sense, we have 32 sales people making sense of it; maybe I didn't explain it very well. Sorry
      Have a Happy New Year.
      Let me take a shot at what I mean by making sense. First you say that you treat people as you wish to be treated. Totally agree. Then you say you treat the gatekeeper with disdain. So I'm trying to understand where you draw the line from courteous to disdain. Is it at the point where the person who answered the call asks "who's calling?" Sorry but I just don't see the point of treating anyone with disdain.

      I'm can accept that you didn't spell disdain correctly, but I'm hoping you know what it means. Please share with me how treating anyone with total diregard is going to get you closer to a sale.
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      • Profile picture of the author vernontheroar
        Originally Posted by David Miller View Post

        Let me take a shot at what I mean by making sense. First you say that you treat people as you wish to be treated. Totally agree. Then you say you treat the gatekeeper with disdain. So I'm trying to understand where you draw the line from courteous to disdain. Is it at the point where the person who answered the call asks "who's calling?" Sorry but I just don't see the point of treating anyone with disdain.

        I'm can accept that you didn't spell disdain correctly, but I'm hoping you know what it means. Please share with me how treating anyone with total diregard is going to get you closer to a sale.
        on that first part of his post he was just trying to quote something you said at the beginning of this thread but just did it wrong man. i don't think he was trying to attack you, he just dident say things right.
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        • Profile picture of the author iamchrisgreen
          There's another thread on getting past the gatekeeper here...

          http://www.warriorforum.com/offline-...tekeepers.html
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        • Profile picture of the author David Miller
          Originally Posted by vernontheroar View Post

          on that first part of his post he was just trying to quote something you said at the beginning of this thread but just did it wrong man. i don't think he was trying to attack you, he just dident say things right.
          OH! Now I get it....my first MISTAKE is treating people with courtesy. Ok....I'll just assume that whoever answers the phone is the gatekeeper and treat them with disdain. I'll get back to you with the results.
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    • Profile picture of the author HypeText
      Originally Posted by gdale19 View Post

      Thank you for pointing out my typo, I am ashamed of myself. It must be my public education. It may or may not ever happen again, I just can't say for sure. Perhaps I should add typo's to my new year's resolution along with growing taller and growing more hair.
      As for making sense, we have 32 sales people making sense of it; maybe I didn't explain it very well. Sorry
      Have a Happy New Year.
      Typo? A Typo is hitting a key by accident...not a blatant misspelling! lol
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  • Profile picture of the author vernontheroar
    so ive been doing some cold calls with the methods mentioned in this thread and since i started doing it this way i have literally stoped getting cock blocked by the "gatekeeper"
    (maybe its a temporary thing)

    ive been making a decent amount of calls but my only problem now is getting the decision maker to say yes to an appointment.
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  • Profile picture of the author ERPLeadsWriter
    To the OP: You know sir, I've been reading your posts here on the subject of cold-calling and I have to say that they have given me a lot of good info on it. Now I don't do it myself but I'm tasked with writing about it as a subject. Thanks for making this thread and I hope you don't mind me posting some questions here.

    In fact, here's one question I want to ask right now after perusing this thread: Before you call, how much info is enough?
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  • Profile picture of the author Jason Kanigan
    Other than basic info about the organization you're calling into, not much.

    Good questioning skills are what make great salespeople.

    As I've demonstrated, you don't even need to know exactly who you want to talk to when you dial.


    If as your nick says you work with ERP software providers, I can tell you that computer software (CRM, ERP, HR, accounting) salespeople are some of the worst prospectors around. I work with IT VARs all the time. They have zero expertise in calling, and drench the prospect in a flurry of technical features nobody but themselves cares about. I've written about this at length. So if you're helping them, good on ya: they need it.
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    • Profile picture of the author ERPLeadsWriter
      Originally Posted by kaniganj View Post

      Other than basic info about the organization you're calling into, not much.

      Good questioning skills are what make great salespeople.

      As I've demonstrated, you don't even need to know exactly who you want to talk to when you dial.


      If as your nick says you work with ERP software providers, I can tell you that computer software (CRM, ERP, HR, accounting) salespeople are some of the worst prospectors around. I work with IT VARs all the time. They have zero expertise in calling, and drench the prospect in a flurry of technical features nobody but themselves cares about. I've written about this at length. So if you're helping them, good on ya: they need it.
      Wow thanks! I'll read up what you wrote. In fact, I think you sort of confirmed how being knowledgeable about technical stuff doesn't automatically mean you'll attract buyers.
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  • Profile picture of the author Bruce99
    Cold calling is the lowest form of marketing. It is usually done by bottom feeding companies who have no marketing budget.

    If you have a genuinely good produce or service, then form a real marketing campaign around that, attend seminar, get your site ranked, make partners with other companies. VERY few people like an unscheduled call because the market has been saturated by Indian telemarketers selling you things you dont want or need.

    Sorry to all of you who have had great success with this technique, but for the average company you usually get well below average results. Knowing a decision makers name will get you through maybe 5% of the 'gate keepers' would you allow your boss to be continually interrupted by random businesses trying pot luck? Really?
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    • Profile picture of the author Aussieguy
      @Bruce99, you sound more as though you are talking residential cold calling, in which I agree. I don't know how they make any sales these days!

      But business is a little different. I haven't done the cold calling, so I'm not talking from that perspective, but rather, from the gatekeepers perspective.

      My experience (and therefore opinion) only: it's quite acceptable in business (as opposed to residential).
      Further, my experience (and thefore opinion) as gatekeeper: BIG difference in a one call sale and a "softer sell" (information gathering, send you something in the mail etc etc). The softer stuff goes through quite easily.

      Which is why I mentioned in another post that I was thinking of putting together a cold calling plan, but more so to send direct mail and then follow up call. I have seen this in business, and think it might be a way to go...but would still like some of the more experienced guys' opinions. iAmNameLess, Kaniganj, John Durham?

      Even with the one call close - it depends what you're selling. Advertising is a different matter (in my opinion). The one afternoon (yep, pretty sure it was only one, lol) that I had a telemarketing career in my late teens (which is why I cant remember, lol)......was a local business that published a number of non-major newspapers. It was just get on the phone and sell. I didn't last, lol but if I knew then what I know now...........I may have stuck as there was real money in it. At the time I saw "commission only" as a highly undesirable job.
      For interest, that business eventually got bought out by the majors. I suspect the owner would've made a personal mint.
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      • Profile picture of the author ERPLeadsWriter
        Originally Posted by Aussieguy View Post

        But business is a little different. I haven't done the cold calling, so I'm not talking from that perspective, but rather, from the gatekeepers perspective.
        Wow, this is actually the first confirmation of what I guessed B2B cold calling would be. When I was applying for my job, I was seriously rattled at the mere sight of those letters. I kept worrying that my little google searching wasn't enough to tell me even the basics. You're the first person who has actually confirmed what I've guessed from my search.

        Originally Posted by Aussieguy View Post

        My experience (and therefore opinion) only: it's quite acceptable in business (as opposed to residential).
        Further, my experience (and thefore opinion) as gatekeeper: BIG difference in a one call sale and a "softer sell" (information gathering, send you something in the mail etc etc). The softer stuff goes through quite easily.
        This was what I thought as well. Bruce's comment actually reminds me of the time I got into an argument in another forum (and it wasn't even a business one mind you). The guy was I debating with was one of those fringe, anti-advertisement types and coincidentally enough, he mentioned telemarketing! I still can't forget how stunned he was when I told him that I've yet to hear the telemarketers I work with say anything that sounded like an infomercial. I don't hear anyone here trying to sell a microwave oven over the phone that's for sure.
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    • Profile picture of the author HypeText
      Originally Posted by Bruce99 View Post

      Cold calling is the lowest form of marketing. It is usually done by bottom feeding companies who have no marketing budget.

      If you have a genuinely good produce or service, then form a real marketing campaign around that, attend seminar, get your site ranked, make partners with other companies. VERY few people like an unscheduled call because the market has been saturated by Indian telemarketers selling you things you dont want or need.

      Sorry to all of you who have had great success with this technique, but for the average company you usually get well below average results. Knowing a decision makers name will get you through maybe 5% of the 'gate keepers' would you allow your boss to be continually interrupted by random businesses trying pot luck? Really?
      Bottom Feeders huh? Thats kind of harsh, don't you think?

      Just about EVERY Fortune 500 company uses cold calling to one extent or another. It does have its place in the B2B Arena.
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      • Profile picture of the author David Miller
        "Cold calling is the lowest form of marketing. It is usually done by bottom feeding companies who have no marketing budget. "

        @Bruce99 and a few others......

        I would like to make two points:

        1. In the past few weeks I have been cold called by Martindale Hubbel, Bloomberg Corporation, Arthur Anderson and Co., Findlaw, AT&T and several other corporations that are anything but "bottom feeders". Cold calling is, always has been, and is likely to always be the most cost effective and logical method of reaching and identifying qualified prospects.

        2. My second and frankly more important point it that this thread is not about cold calling, it's value, or what your opinion of it may be. This thread is about how those of us who do cold cold deal with the "gatekeepers" as we go about the day.

        If you have the need to crab about cold calling there are a lot of other threads that discuss exactly that.

        Happy New Year!
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    • Profile picture of the author David Miller
      Something I just came across relative to this thread. I'm not suggesting this is a better way or even a way....just a different take on it.


      Sales Techniques: How to Get Through the Gatekeeper - YouTube"
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    • Profile picture of the author ePolymath
      Originally Posted by Bruce99 View Post

      Cold calling is the lowest form of marketing. It is usually done by bottom feeding companies who have no marketing budget.

      If you have a genuinely good produce or service, then form a real marketing campaign around that, attend seminar, get your site ranked, make partners with other companies. VERY few people like an unscheduled call because the market has been saturated by Indian telemarketers selling you things you dont want or need.

      Sorry to all of you who have had great success with this technique, but for the average company you usually get well below average results. Knowing a decision makers name will get you through maybe 5% of the 'gate keepers' would you allow your boss to be continually interrupted by random businesses trying pot luck? Really?
      I think you are confusing branding with marketing.

      Before I had my own business, I was employed by a telco that makes billions in profit each year. Telemarketing was (and still is) a significant part of their marketing budget.

      In my own business, I rely almost exclusively on telemarketing. My cost per acquisition is far less than what I was spending on print and online ads.

      It is not that I don't have a marketing budget. I chose to spend it wisely. Big difference.
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  • Profile picture of the author Magnum1
    1. Always ask for the Owner/Decision Maker by name.
    2. Make sure your conversation does not sound like a sales call.
    3. Make the Gatekeeper feel important and involved in the process.

    These are a few of the many things I have used for years to get me by the Gatekeeper.
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    • Profile picture of the author Bill D.
      Depending on the size of the business you are calling on, there is a chance that the gatekeeper is also the "marketing director", so prepare accordingly if you are going to offer marketing services.

      I've run into this more than once when dealing with smaller offices. One office admin I talked to said she did all the marketing, but I could tell she thought of it more as a chore she wasn't enthusiastic about, so it was a great situation for me.
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  • Profile picture of the author befree22
    As a past telemarketer, I called and asked for the owner and at least 50% of the time the gatekeeper will put you thru or ask you to call back.
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  • Profile picture of the author Jason Kanigan
    The biggest issue I see people having is entering the conversation already convinced that the relationship between themselves (the salesperson) and the gatekeeper is going to be adversarial. And what happens? Expectations become fulfilled. The salesperson does things that make the gatekeeper react like a machinegunner defending the fortress.

    If, on the other hand, you go in expecting the gatekeeper to want to work with you and be cooperative, then you are far more likely to get that outcome.

    It's all in your head.

    Now of course once in awhile, maybe 1 time out of 200 or something, you are going to get that crotchy mean old gatekeeper who feels that it is their solemn duty to crush salespeople. Make them feel small. Because they themselves feel small.

    OK. When you encounter one of these fine specimens, excuse yourself from the conversation. Move on to the next dial. Go find someone nice to talk to.
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