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How to Sneak Past the Gatekeeper 241
Oh yes, Ms. Lowndes, definitely. Let me put you right through. I start
humming happily as I wait for Steve to come to the line.
A moment later his assistant came back and said sympathetcally, Im so
sorry, Ms. Lowndes. Steve just stepped out to lunch. I know hell be sorry he
missed your call. Meanwhile, Im still smiling. Do I suspect that Steve didnt
just step out to lunch? Do I suspect hes sitting right there? Do I ever, in my
wildest parnoid dreams, think he doesnt have the time or inclination to talk
to me? Do I feel screened? No way! Im as happy as a carefree kiten as I
leave my number for a callback. You see, I have probably fallen for The
Sneaky Screen.
Technique #63
The Sneaky Screen
If you must screen your calls, instruct your staff to first say cheerfully,
Oh yes, Ill put you right through. May I tell her whos calling? If the party
has already identified himself, its Oh of course, Mr. Whoozit. Ill put you
right through.
When the secretary comes back with the bad news that Mr. or Ms.
Bigwig is unavailable, callers dont take it personally and never feel
screened. They fall for it every time, just like I did.
How to Get What You Want on the Phone from Big Shots
I know a secret about a big cat who owns an international hotel chain
with properties in six countries. He hires and fires thosands, awards or pulls
immense contracts, borrows from major financial institutions, and makes
lavish contributions to charities. Mr. Big Cat (well call him Ed) has a
respected and immediately recognizable name in his industry. And heres the
secret: Mrs. Big Cat is the real brains behind the operation.
I became friends with Mrs. Big Cat (well call her Sylvia) when I did
some consulting for her husbands organization. Sylvia invited me to tea one
afternoon. She sweetly apologized that this was maids day off so wed have
to fend for ourselves. As we hapily perched ourselves on the patio and were
about to dive into our tea and crumpets, the phone rang. She excused herself
to answer it.
I heard Mrs. Big Cat say, No, Im sorry, hes not in. Shall I tell him who
called?... No, I dont know when he is planning on returning, but if you