Imagine a scenario straight out of a diabolical scientist’s lair—a horrifying contraption known as “The Screen.” This malevolent invention, designed to invoke terror, forces its hapless victims into a colossal meat grinder. In a cacophony of screams, the machine reduces their bodies to a million minuscule particles, only to reassemble them on the other side. But what does this nightmare contraption have to do with the world of business and communication? It’s an apt metaphor for the emotional ordeal of being screened when making a crucial phone call.
People have all been there. They muster the courage to make that pivotal cold call, hoping to connect with a key decision-maker like Mr. Jones. They politely inquire, “May I speak to Mr. Jones, please?” And then, from the other end of the line, they’re met with the voice of the gatekeeper, a self-appointed sentinel of the executive’s time and attention.
“Who’s calling?” she demands, her voice dripping with condescension. The caller’s name, they fear, lacks the requisite prestige to gain entry into the hallowed chambers of Mr. Jones.
Her relentless interrogation continues: “And what company are you with?” The caller submits their company’s name, fervently hoping that it might carry enough weight to secure passage. And just when they think it can’t get any worse, she brazenly inquires, “And what’s this in reference to?” The torture intensifies.
But what if there was a way to circumvent this emotional meat grinder? What if callers could navigate past the gatekeeper’s relentless screening and speak directly to their intended contact? Enter the “Sneaky Screen” technique—a deceptively simple yet remarkably effective strategy for outwitting the gatekeeper and securing vital conversations.
The Power of a Deceptive Greeting
Several weeks after Leil’s enlightening luncheon with Steve, she found herself needing to reach out to him once more. She called his office, and when the gatekeeper answered, she confidently stated, “Is Steve Effros available? This is Leil Lowndes calling.”
To her delight, the gatekeeper’s response was music to her ears: “Oh yes, Ms. Lowndes, definitely. Let me put you right through.” A sense of triumph washed over Leil as she hummed contentedly, anticipating her conversation with Steve.
However, a twist awaited her. A mere moment later, Steve’s assistant returned, her voice laced with sympathy. “I’m so sorry, Ms. Lowndes. Steve just stepped out to lunch. I know he’ll be sorry he missed your call.” And there Leil was, still smiling, even in the face of a callback.
Did Leil suspect that Steve hadn’t genuinely stepped out to lunch? Did she entertain paranoid notions that he lacked the time or inclination to speak with her? The answer to both questions is a resounding no. She wasn’t left feeling screened or dismissed. Instead, she was as carefree as a playful kitten as she left her contact information for a callback. She had fallen for “The Sneaky Screen.”
The “Sneaky Screen” Unveiled
So, what is this mystical “Sneaky Screen” technique that had Leil dancing with joy after an encounter with the gatekeeper? It’s a clever approach to screening calls while preserving the caller’s dignity and sense of importance. Here’s how it works:
- Initial Courtesy: When a call comes in and the gatekeeper answers, they respond with genuine cheerfulness. “Oh yes, I’ll put you right through,” they say. However, they include one pivotal question: “May I tell her who’s calling?”
- Caller’s Introduction: If the caller has already introduced themselves, the gatekeeper seamlessly adapts their response. “Oh, of course, Mr. Whoozit. I’ll put you right through.”
- Return to Caller: After this initial greeting, the gatekeeper places the caller on hold briefly. If the intended contact is available, the call proceeds without a hitch. However, if the executive is unavailable at that moment, the gatekeeper returns to the caller with the news, just as Steve’s assistant did with Leil.
The magic of the “Sneaky Screen” lies in its ability to convey the illusion of direct access while tactfully handling the situation when the executive isn’t available. Callers don’t feel personally rejected, and they rarely suspect any subterfuge.
Implementing the “Sneaky Screen”
To wield the power of the “Sneaky Screen” effectively, you’ll need to implement it within your organization. Train your staff to adopt this approach when handling incoming calls. The key is to maintain an air of genuine warmth and enthusiasm while providing callers with a positive experience, whether they ultimately reach their intended contact or not.
By using the “Sneaky Screen” technique, you can create an atmosphere where callers feel valued and respected. It transforms routine phone interactions into opportunities for rapport-building and collaboration, all while ensuring the caller’s dignity remains intact.
So, the next time you’re faced with the daunting prospect of navigating the gatekeeper’s screening process, remember the “Sneaky Screen.” With this technique in your arsenal, you can confidently and gracefully sidestep the emotional meat grinder, ensuring that every caller, known or unknown, feels special and appreciated.