Reaching decision-makers: working with gatekeepers respectfully

Treat the gatekeeper as a colleague

Receptionists, coordinators and executive assistants help protect time and route enquiries. Their questions are part of their job, not an obstacle that justifies misleading them.

Introduce yourself and your company, then state the business topic plainly. Never imply that you know an executive personally, have an existing appointment or are returning a call unless that is true.

Ask for responsibility rather than status

A request for 'the decision-maker' gives the person answering little useful information. Ask instead who oversees the relevant function, such as outbound sales operations or appointment-setting suppliers.

For example, explain that you are trying to understand who manages prospecting support for the sales team. This makes it easier to identify the right role without demanding the most senior person in the organisation.

• Give your name and company
• Explain the business topic
• Ask who owns the relevant process
• Accept the suggested contact route
• Record routing guidance accurately

Use routing guidance without overclaiming

If an assistant recommends an email address or a preferred time, follow that guidance. Ask whether there is a specific subject line or department name that will help the enquiry reach the right team.

Do not tell the next person that the assistant recommended your service when they only provided contact information. A routing interaction is not an endorsement, and accurate context matters more than a manufactured warm introduction.

Set boundaries for repeat attempts

Record unsuccessful transfers, requested channels and any explicit restrictions in the account history. This prevents several representatives from repeating the same request to the same receptionist.

If the organisation declines supplier enquiries, respect that decision rather than rotating numbers to bypass it. Calling and marketing requirements vary by country, and a public switchboard number is not blanket permission for persistent outreach.