Voice Mail: The Electronic Gatekeeper

It can be so frustrating when you hear, "Hi, this is Jim. I’m not in right now but if you leave a message, I’ll get back to you." What do you do when you’re up against a voice mail system that seems dedicated to not letting you talk to the person you need?

Voice mail has become a great way for business people to avoid salespeople. Decision-makers often send all calls to the voice mail system. They will decide which ones they want to return. It’s easier to not call back than to say "no".

When you’re selling, getting a prospect to return your call just because you left a message can be downright impossible. But it doesn’t have to be.

Remember, sales is like a chess game. You have to learn the right moves in order to win. The decision-maker is using voice mail to protect his king and you need to learn the strategies that will get you past the fortifications and in for the sale.

Don’t leave a message on voice mail if you don’t have to. Prospects don’t call back! If you can’t get hold of a prospect on the phone, it’s better to cold call in person to ask for an appointment than to try establishing communications through just an impersonal voice mail message.

However, if the prospect isn’t in town, or you can’t cold call, you can get around voice mail with these tips:

Call and tell the gatekeeper you don’t want voice mail this time---please connect you directly or page the person. Sometimes what appears to be a line of fortification is just the first step in their normal phone routing routine. The second step may be sending your call right through.

If a call goes directly to voice mail, push "0" and ask the operator to page the prospect. Likewise, do not use the person’s extension number. Instead push "0" for the operator.

Ask for another department and tell whoever answers that you have the Wrong extension (which you do) and could they please connect you to the Decision-Maker. Call early (7:30-8:15a.m.) or late (5:50-7:00p.m.). Decision-Makers often Work longer hours than everyone else. If the gatekeeper isn’t in yet, someone else may answer the phone. It doesn’t matter if it’s an executive or the janitor. Tell them you need to talk to the Decision-Maker and they will connect you.

Make friends with the gatekeeper and use their influence to get through to the Decision-Maker.

There are situations where you simply can’t get to the Decision-Maker in person or on the phone, but you aren’t going to let that stop you from making a sale. Since all other attempts have failed, you are forced into leaving a message, so you leave one that is most likely to get a return call.

• Don’t say, "This is Morgan with XYZ Company, and I want to talk with you
• About buying a new home". There is no compelling reason for the person to call you back. Decision-Makers don’t say, "Oh boy, another salesperson. I can’t wait to call back". Instead, you should say, "This is Joe. Call me. I have some exciting news." It’s amazing how many top people, who never return their own calls, will call me back personally out of curiosity.
• In your message, leave only your first name and phone number. Don’t give a company name. Don’t give any clues that you are a salesperson.
• Have a funny, friendly, and interesting message. Nobody want to call back a grouch.
• Don’t give too much information over the phone. Give just enough to pique their interest so they call you back.

If you’ve tried and tried and have become exasperated by constantly getting voice mail, turn to other means to get the Decision-Maker’s attention. Send a Fax or Email message. Be careful to keep it light and humorous.

1. Send a joke or cartoon depicting your dilemma in trying to establish contact.
2. Send a testimonial letter from a satisfied client with a note expressing your ability to help this prospect’s buying decisions.
3. Send an urgent request for help. Make responding easy for the Decision-Maker. Put possible responses with check boxes on your fax. For example:

I don’t know you, I don’t like you. I never want to hear from you again.

Be sure to make two of the responses positive and one so negative that the person would feel like a jerk checking that one. Many prospects aren’t really being rude on purpose. They are busy. The "Fax back" will get more response because you have offered them an easy way to communicate with you. Also, you get a commitment of when you can talk to them. Sometimes you may even get a handwritten apology on the Fax when it is returned.

The only difference between voice mail and a good gatekeeper is that with voice mail, there’s absolutely no way your people skills and sales tactics will convince a machine to connect you to the prospect. Many of the telephone skills you already know will work to help you get around voice mail and connected to the top Decision-Maker so you can get the sale. You just have to use them correctly.