Latest / Sales Leadership with Fexingo: Quota Carriers, Sales Managers, and Revenue Teams / How Top Reps Turn Gatekeepers into Champions
Transcript
- Lucas: So Luna, I want to start with a story that's been bouncing around my head since a conversation I had last week with a sales VP at a mid-size logistics software company. Luna: I'm listening. What happened? Lucas: She told me about her top rep, a guy who consistently hits a hundred and forty percent of quota. And his superpower isn't some fancy discovery framework or a killer demo. It's how he treats gatekeepers. Luna: Gatekeepers. The receptionists and executive assistants who screen calls. Most reps see them as obstacles, not opportunities. Lucas: Exactly. And this rep, let's call him Dan, he sees them as the first real decision-maker in the building. He told me his close rate on meetings that come through a gatekeeper who likes him is almost double the rate on meetings he books directly with the executive. Luna: Double? That's a big number. Why would that be? Lucas: Because the gatekeeper is a warm introduction. When they pick up the phone and say, 'Hey, there's a guy named Dan who's been helpful, you should talk to him,' that's not a cold call anymore. That's a referral from an insider. Luna: So what does Dan actually do differently? I mean, we've all heard the old advice about 'getting past' the gatekeeper, which sounds a bit like a battle. Lucas: Right, and that's the mindset shift. He doesn't try to get past them. He tries to get them on his side. The first thing he does is learn their name and use it. Sounds simple, but it's rare. Luna: And then what? Does he launch into his pitch? Lucas: No, no. He asks about their day. He treats them like a person, not a hurdle. He might say something like, 'I know you're the one who keeps everything running around here. I bet you deal with a lot of sales calls. How's your Tuesday going?' Luna: That's a genuine human moment. It disarms the standard 'I'm just doing my job' defense. Lucas: And then, this is the key, he makes them look good. He'll say, 'I've got some ideas that could genuinely help your CFO with the supply chain costs. I'm not going to waste anyone's time. If it's not a fit, I'll walk away.' He's essentially giving the gatekeeper a reason to take a small risk on him. Luna: So he's framing it as a win-win. The gatekeeper gets to be the one who brought in a useful contact, which reflects well on them. Lucas: Exactly. And then he follows up with a thank-you note. Not a generic email. A handwritten card, sometimes. He told me he's got a drawer full of them. It sounds old-school, but it works because it's so rare now. Luna: I love that. But let's be real, Lucas. Is this always going to work? I mean, there are gatekeepers who are basically trained to be brick walls. Lucas: Sure, and Dan's approach isn't magic. But even with the toughest gatekeeper, he's never rude, never pushy. He's consistent. He knows that the gatekeeper has a long memory. And that's the thing — even if you don't get through that day, you've planted a seed. Luna: So the long game matters. It's not just about a single meeting, it's about building a relationship that pays off over quarters. Lucas: And that's the real lesson. Most reps think in transactions. The best reps think in relationships. And the gatekeeper is the first relationship in the building. Luna: I want to dig into the psychology a little more. Why do you think this works so well? I mean, on paper, the gatekeeper has no authority over the deal. Lucas: Right, but they have enormous influence. They control access. And more than that, they're often the executive's confidant. They know the priorities, the pet peeves, the best times to reach out. Dan says the best intel he ever gets comes from gatekeepers. Luna: Like what? Can you give an example? Lucas: Sure. He once had a gatekeeper tell him, 'The CFO is really focused on reducing vendor count this quarter, so if you can show you're consolidating, you'll get his attention.' That's gold. He walked into that meeting knowing exactly what to emphasize. Luna: That's the kind of insight you can't get from a LinkedIn profile. Lucas: And you can only get it if the gatekeeper trusts you. So the question becomes, how do you earn that trust? And it's not by trying to trick them or by being charming for two minutes. Luna: So what's the actual framework? You mentioned a three-step thing earlier. Lucas: Yeah, let's break it down. Step one: establish respect. You acknowledge their role, you ask for their help by name. 'Hi, Sarah, I'm Lucas from Fexingo. I'm hoping you can point me in the right direction.' That's not a typical cold call opening. Luna: It's more like asking for advice, which is psychologically easier to give than a favor. Lucas: Exactly. Step two: add value. You give them something useful. It could be a relevant industry report, a tip about a conference the exec might like, or even just a genuine compliment about the company. You're not just taking. Luna: And step three? Lucas: Step three: make the ask easy. Don't say, 'Can you get me a meeting with the VP?' That's a big ask. Instead, say, 'Would it be okay if I sent over a short email to the VP with a couple of ideas? You could forward it if it looks relevant.' Now you're giving them a manageable task that they can complete without risk. Luna: That's smart. You're turning a gatekeeper into a champion who's actively advocating for you. Lucas: And that's the endgame. A champion, not just a door-opener. When a gatekeeper says, 'This person is worth your time,' it carries weight. It's like a warm intro from a peer. Luna: I'm thinking about this in the context of my own experience. I used to work in a big corporate office, and the EAs definitely had their favorites. They'd go out of their way to slot you in or even warn you about the boss's mood. Lucas: Exactly. And that's something a lot of reps overlook. They see the assistant as a hurdle, not an ally. But the assistant is the one who controls the calendar. Luna: So for a sales manager listening, how would you train your team to do this? Is it something you can coach? Lucas: Absolutely. I'd start with role-playing. Have reps practice a two-minute conversation with a gatekeeper, focusing on respect and value. Then critique whether they sound like a human or a script. Luna: And I guess you'd also want to track it. Like, are reps recording the gatekeeper's name and any intel they get in the CRM? Lucas: Yes, that's a great point. If you treat gatekeeper relationships as part of the deal history, you're building a repository that pays off over time. I know a sales director who even has a field for 'key contacts' that includes the EA. It's that intentional. Luna: That's a great habit. It also signals to the rep that this isn't just a nice to have, it's part of the sales process. Lucas: And that's what separates the top teams. They make this a systematic thing, not a random act of kindness. Luna: Speaking of kindness, I want to take a quick beat here. We talk a lot about building relationships with gatekeepers, and we should practice what we preach with our own listeners. Lucas: Absolutely. If these conversations have moved your work forward in some small way, a couple of dollars a month is genuinely what keeps these going. You can buy me a coffee dot com slash fexingo. Luna: Yeah, it's a small way to say you appreciate the show, and it helps us keep doing what we do. Lucas: And we're back to the topic because I think there's one more nuanced layer we should touch on. It's about what happens when you've built that relationship, and then you actually do get the meeting. Luna: What do you mean? Lucas: I mean, you don't forget the gatekeeper after you're in the door. The best reps loop back. They update them on how the meeting went. They thank them again. Because you're going to need to get back in the building someday. Luna: It's like any relationship. You have to maintain it. Lucas: Right. And that's what Dan does. He keeps a list of every gatekeeper who's helped him, and he sends them a quick note every couple of months. Not a sales pitch. Just a 'thinking of you' update. And when he needs a favor, they're happy to help. Luna: It's a small investment that pays dividends. I love that. Lucas: So the next time you're staring at a phone number and dreading the gatekeeper, remember that you're not just trying to get through a wall. You're trying to recruit an ally. And the best way to do that is to treat them like the smart, influential person they are. Luna: And if you get it right, you might just find your quota gets a little easier. Thanks for listening, everyone. We'll catch you next time.