And that's what happens. Intimidated by gatekeepers (and the rest of the phoning process), job seekers don't make enough calls. As a result, they put their job search "on hold." And that's sad, because most secretaries are just trying to do their jobs. Understanding their needs, being well prepared, and treating the secretary with courtesy and respect can go a long way towards accomplishing what you want-a chance to talk with the hiring authority.
Gatekeepers' Perspective
Let's look at your call from their perspective. One of their responsibilities is to identify and screen callers. Before they'll put your call through, they'll almost invariably request some basic information.
The Three Screening Questions?
- Your name?
- Who (what organization) are you with?
- What is the nature of this call?
Treat Everyone with Respect
Too often, secretaries and receptionists are not given the consideration they deserve. (It's only when they're gone and the office comes to a standstill that everyone realizes how indispensable they are) One way to show respect is to use that person's name. Secretaries often identify themselves when they answer the phone. If they don't, ask and make a note of it. Using their names will also help you establish rapport.
Answer the Questions Honestly and Succinctly
- Your name?
That's easy. "My name is Kathy Kumquat." Sometimes, you can add a bit of humor and make your message memorable. Michael Wichowski did that with a twinkle in his eye. Empathizing with strangers who were struggling to pronounce his name, he advises: "Just say: Where's your house key? That's close enough."
- Who are you with?
That's more challenging, especially if you've lost your job. What are your Options?
a) You can continue to identify yourself with your former employer
"I was with Quirky Controls until May." That's correct, of course, but you're communicating that you are no longer employed. And the danger is that you'll be switched immediately to human resources.
b) If you have set yourself up as a consultant, you would use the name of the consulting company.
"I'm Ronald Robust with Ronald Robust and Associates." Or, "I'm self-employed."
c) If you are not a consultant, you can simply say
"I'm with myself," or "I'm not with anyone."
- What is the nature of this call?
There's a better approach. It's simple, and honest. Use a general word which describes their-and your-business or activity.
Some of these generic terms are particularly powerful door openers. For example, if you're an accountant calling about ''auditing'? Brace yourself! You can expect really fast action!
Why not confide in the secretary? Couldn't you explain that you're looking for a job and ask for her help? That may work in some cases. But, in general, you'll use your time most productively by making your presentations to decision makers. Secretaries may have input into hiring decisions, but they are rarely hiring authorities.
Confiding in others might not only waste your time, it could be counterproductive. The secretary, for example, might explain that the company is not hiring (which, as far as she knows, is correct), and connect you to human resources. They'll tell you the same thing. The result? You haven't reached the decision maker and you've reduced your chances of doing so.
The Four Magic "Words"!
You've answered the three screening questions. Now, you want to be connected. You are, of course, invariably polite. No hint of arrogance. But you want action. This is not a plea. You expect to be connected! You can communicate that very well with four "magic" words; put me through, please. Thousands of job seekers, including gatekeepers, can attest to its effectiveness.
Timing
Put me through, please is most effective when used immediately after you have answered a question. Don't hesitate! That could give the secretary time to come up with additional questions. Practice so that you eliminate those "uhs" and "urns." Keep coming back to put me through, please until you're connected.
Preempting the Three Questions
Since you know which questions you will be asked, why not answer them before they're asked? Preempting the questions has two advantages:
- You'll sound authoritative and are, therefore, more likely to get connected.
- You'll probably
