Chapter 17: The Gatekeepers

The Receptionist Gatekeeper

• Role: Not Vito's personal assistant; handles calls at the front desk.
• Technological Impact: Fewer receptionists due to technology (e.g., directories, emails, social media).
• Purpose: Protect key individuals' time and manage incoming communication efficiently.

Mastering Interaction with Receptionist Gatekeepers

• Understanding: They are trained to detect uncertainty and unsolicited sales calls.
• Strategy: Be informed and confident.
• Vito Call Procedure:
  • Before calling, research, select ideal Vito matches, learn names and pronunciations.
  • Send Vito letter and fax before calling.
  • Call 2 minutes early for scheduled calls (Vueto calls).

Successful Receptionist Interaction

• Initial Information to Share:
  1. Tommy's name (Vito's private assistant).
  2. Vito's name.
  3. Your name.
• Response to "What's the call about?":
  • Option 1: "Ms. Important is expecting my call..."
  • Option 2: Mention call purpose related to business objectives.
• Vito Rule #23: End communication with "Thank you" briskly and confidently.

Tommy, Vito's Private Assistant

• Role: Key to accessing Vito's time and attention.
• Interaction:
  • Use Tommy's name instead of Vito's.
  • Include your company name.
  • Avoid mentioning Vito in the conversation.

Effective Communication with Tommy

• Opening Statement:
  • "Tommy, thanks for taking my call..." followed by a business case.
  • Focus on concerns relevant to Tommy.
• Expected Response: Tommy will connect your business case to Vito's interests.

Common Mistakes to Avoid

• Do not ask to speak to Vito directly.
• Do not inquire about Vito’s presence or receipt of your letter.
• Avoid lying, overstatement, or sidestepping Tommy's questions.

General Rules of Engagement

• Do's:
  • Pronounce names correctly.
  • Follow Tommy's advice, answer questions, and provide information before asking.
  • Send a handwritten thank-you note after the call.
• Do Not's:
  • Don't dismiss Tommy or make it seem like they work for you.
  • Avoid giving misleading information.

Conclusion

• Shunting:
  • Understand and differentiate between good and bad shunts.
• Action: Visit Vito sales training website for further resources and training.

This chapter provides comprehensive strategies for navigating gatekeepers to effectively reach and communicate with high-level executives.