Getting Past the Gatekeepers

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Every buyer with any authority will have a gatekeeper, a person whose job includes keeping salespeople from wasting the boss's time. Gatekeepers can be very effective at this task; the ones that aren't are soon looking for other work. How can you identify and get through the gatekeepers?

Gatekeepers include the general receptionist, department secretary, and possibly a private secretary or assistant. In retail stores, the gatekeeper may be a clerk or even a manager — someone who has no buying authority. Each will have numerous responsibilities, one of which is to help buyers screen salespeople as appropriate.

The Gatekeeper's Job

Understand that, just like you, the gatekeeper has a job to do. Initially, it may seem like that job is to keep you from getting an appointment. Actually, the gatekeeper has a different function: to help the boss work more efficiently. The gatekeeper is often an assistant who provides a variety of important services to the boss, depending on the job description. The gatekeeper may perform office duties or be responsible for transactions or simply serve as an appointment maker for the boss. In each case, the gatekeeper will not let you pass until you are identified as someone who is valuable to the company. If the gatekeeper judges that you meet the entry criteria, you're in.

Selling the Gatekeeper

What is the entry criteria? You probably won't know for certain, but you can make an educated guess. If the buyer you want to see is responsible for buying all office supplies for the company, then the criteria probably is that all salespeople must first prove to the gatekeeper that she or he can provide better product, better service, or lower prices than current suppliers. Your first sales job, then, is to sell the gatekeeper.

Gatekeepers typically have even less time to hear sales pitches than do their bosses. And less interest. You must tailor your appointment pitch to the needs of the gatekeeper. Your goal: get an appointment.

I only need fifteen minutes of your boss's time to show your company how to reduce inventory while increasing profits.

I recently sold Bluebird Widgets an automation device that cut their production costs by 15 percent and I'd like to show it to your boss.

Can I send you a copy of our catalog and call you back in a week to see if your boss is interested in meeting?

In most cases, your initial contact with the gatekeeper will be by telephone, though it may be in person or by letter.  Understand that the gatekeeper's responsibility is not to keep you out, but to make sure that you have something of value to offer the boss. Understand what that is and communicate it — sell it — to the gatekeeper and you have improved chances of getting in.

Developing the Gatekeeper

Once you've had an appointment with the boss — whether you sold anything or not — make sure that you show the gatekeeper appreciation for the attempt. However, never present it as a bribe. It's not. It's an appreciation; if it is seen as a bribe, chances are that your next efforts to get by will be stopped.

Appreciation can come in a variety of forms. By arriving early for an appointment, you may get the opportunity to personally thank the gatekeeper. In addition, you can find out more about the individual. Look for photos and mementos on the wall or desk. In most cases, simply taking an interest in the individual and appreciating the work done is sufficient to begin building a positive relationship. Keep it sincere.

The gift for gatekeepers that keeps on giving is any useful item with your company name on it. For example, coffee cups, key chains, coasters, and other token gifts. If your gatekeeper works in the factory, warehouse, or other area where the temperature may be lower, an emblem hat, jacket, or sweater may be appropriate. Just make sure that it doesn't look like a walking billboard. And make sure that you get the appropriate size, if applicable.

If you feel that a gift is appropriate, make sure that it is something that acknowledges the individuality of the gatekeeper or helps her on the job. Appreciations can include relevant samples of your product, tickets to sporting or music events that you've identified as of interest to the gatekeeper, or something decorative for the desk. Again, make sure that it is seen as appreciation for extra efforts, not as a bribe. Give the gift after the service rather than before.

Chris Wilkinson.                              

Certified Business Behaviour & Attitudes Analyst.               

Business Coach.

Tel: (905) 275-2907 (Mississauga).

E-mail: buspilot@bell.net

5 Effective New Employee Orientation Ideas with WOW Factor.....

 For many new employees, what they experience the first day on the job will be carried with them throughout their employment with the company. For employers, the first day with a new employee provides the opportunity to welcome them the team, make them feel comfortable and let them know that you are glad they chose to work with you.

While these activities are all very important and go a long way towards making new employees feel welcome and informed, many organizations are now striving to incorporate a WOW factor that make employee orientation sessions more interesting and engaging. Here are a few examples of best practices from larger firms that small business owners may want to consider:

1.       Orient all new employees consistently through the use of an orientation checklist, employee handbook and orientation program

2.       Communicate pride in the company by giving each new employee an item with the company logo on it (mug, t-shirt, key chain, pen, etc.)

3.       Encourage communication, and a sense of importance, by inviting new employees to have coffee or lunch with the company owner or a senior manager

4.       Encourage new employees to sample the product and or service that the company sells (ie. Some restaurants offer new employees a complimentary meal)

5.       Reduce the stress of starting a new job by pairing new employees with a buddy (a more senior or experienced team member) that can help coach them through the first few weeks on the job

There is no denying that developing and facilitating an effective new employee orientation program takes time. In situations where small businesses are understaffed, there may be a huge temptation to save time by foregoing a proper orientation and jumping straight to scheduling the new employee. Those businesses would be wiser to save time by considering, and perhaps implementing, the orientation best practices of other successful organizations.

The bottom line is this, by taking the time to properly orient - welcome - new employees to the company and their new job, employers can increase employee retention which means spending less time recruiting and more time building the business. 

Chris Wilkinson.                              

Certified Business Behaviour & Attitudes Analyst.               

Business Coach.

Tel: (905) 275-2907 (Mississauga).

E-mail: buspilot@bell.net

Are You A Customer Service Ace? Take this Quiz (answers below) and See!

Test your customer service knowledge and learn how to be a service ace by picking the correct answer to each of these 10 questions. 1.  A complaining customer is: A. Always right B. Almost right C. Often lying D. Always the customer 2.  Customers who complain: A. Had unhappy childhoods B. Are genetically predisposed to be sourpusses C. Have trouble in their primary relationships D. Are doing you a service in identifying what isn’t working in your business or organization 3. The best reward for your customer service representatives is: A. Earplugs and punching bags B. Valium or other mind-numbing drugs C. Recognition and appreciation on your part D. Anger management seminars 4.   CRM stands for: A. Customers Rarely Matter B. Can’t Remember Much C. Communicating Random Meaning D. Customers Rudimentarily Managed E. Customer Relationship Management 5.  Customers who complain want . . . A. Something for nothing B. To be heard and have their experience validated C. To vent for the sport of it D. To be made majority shareholders in the company 6.  Customer Service departments: A. Are the afterthought that cleans up messes other departments cause B. Build customer loyalty C. Are leaders in understanding customer behavior patterns and market research 7.  For a company to be considered service-oriented: A. It must mention customer service in its mission statement. B. At least 18.3% of its employees must work in the customer service department C. Its managers must at one time have been CSRs D. Customer service must be addressed by all departments 8.  A Call Center is defined as: A. The midpoint in duration of a telephone call B. A revenue sink hole C. A place where middle-of-the-road calls coexist with liberal and arch-conservative calls D. A location where complaints and problems are converted into successful saves for your customers and your company 9. Customer Care is: A. A managed care medical program for customers B. A nifty alliterative phrase that looks good in company brochures C. A new program where customers care for themselves D. A philosophy wherein the customer is wrapped in service even before a problem arises 10.  Customer Service Culture is A. A new form of yogurt where the lid removes itself for you B. Behavior being analyzed in a Petrie dish for contagions C. A mythical civilization in which everyone smiles and welcomes you when they meet D. An environment where customer service permeates the thinking of the entire company KEY D. Customers are often wrong but they never stop being the customer. Right or wrong they are to be accorded respect and cared for. Focus on the insights their complaint offers. D. Complaining customers alert you to systemic problems before they drive off more customers. Their complaints represent many more customers who may not spend the time to tell you about problems, instead just leaving you for your competitors. C. Your staff deserves and thrive on recognition and appreciation. Take the time to celebrate them collectively and individually. Whether through cards, gifts, surprises, outings and acknowledgements at company functions, let them know how important, valued and appreciated they are to you and the company. E. CRM refers to systems designed to track and cater to each customer’s whims and preferences over a lifetime. CRM is about managing customer relationships over the long haul by attending to their individual needs. B. Complaining customers have several needs. Implicit in their actual complaint is also a need to be heard and their unhappiness acknowledged. Fixing the problem is important. So is letting them know you understand their displeasure and feel for them. One without the other is an incomplete remedy for customer complaints. Don’t forget the emotional component in complaints. B and C. When you solve a problem for a customer you actually build confidence and allegiance. You’ve proven you stand behind your products or service, giving customers a warm and fuzzy feeling of safety and protection. As well, you tap the pulse of the customers. Their complaints and feedback give valuable insight into how well your products are assembled, documented, sold and hold up. Listening to customers tells you a great deal about your company’s products and services (and your competitors’ too) from real life customers. That’s invaluable! D. A Customer Service orientation must transcend the service department. All departments must understand and model good customer service for the company to be considered strong in service. Many problems can be avoided outright by attending to customer service. Why should the customer service department carry the weight of service for the entire company. Don’t operate under the adage “never enough time to do it right but always enough time to do it over.” Get it right at the source, in all departments.  D. Make your call center is a shining example of your company’s commitment to its customers. Your center is a visible symbol of your company’s commitment to customer success. D. Customer Care is a philosophy wherein customers are cared for by a company – the entire time they’re customers. Care isn’t just to be administered as a salve for problems. Demonstrate care from the start and your customers will flock to your products and services. D. Customer Service Culture is the infusion of service ideals into every department, from  sales, shipping and receiving to legal, human resources and beyond. How'd you do? How did you do?  If you scored 100% you may write the next article! If you scored 80% or better you’re a service ace. 60-80% you understand customer service. If you scored below 60% don’t fret. Make improving your customer service orientation a priority. Ask others what it means to them, take a class, read books and columns on service. Chris Wilkinson.                               Certified Business Behaviour & Attitudes Analyst.                Business Coach. Tel: (905) 275-2907 (Mississauga). E-mail: buspilot@bell.net