If you’ve been in sales for any length of time, you know that gatekeepers—the assistants, receptionists, or office managers who guard access to the decision-makers—can be both your biggest challenge and your best ally. Navigating this relationship takes skill, and I’ve found that balancing humor with professionalism is often the key to opening doors. Humor, when used well, can create connection and lighten the tone, while a solid dose of professionalism reminds the gatekeeper that you’re there with a purpose.
The Power of a Good-Natured Approach
Gatekeepers are bombarded daily by sales calls and emails, so standing out often means finding a way to break through the routine. This is where a well-timed joke or friendly remark can make all the difference. A little humor tells the gatekeeper, “I’m human, too—and I’m not here to make your life more difficult.”
One time, I was calling a company with a notoriously strict gatekeeper. She answered, and instead of jumping straight into my pitch, I said, “I bet by now you’re already sick of sales calls for the day!” She laughed and replied, “You have no idea.” From there, we had a quick, friendly chat about her day, and she was more open to hearing why I was calling. That one lighthearted comment disarmed her and made the conversation flow much smoother than if I’d just led with my pitch.
The Balance Between Being Friendly and Being Taken Seriously
It’s essential to strike a balance: too much humor, and you risk coming across as insincere or unprofessional. Too little, and you blend in with every other salesperson. When I’m interacting with gatekeepers, I aim to keep things light but always respectful.
I remember calling an office where the gatekeeper answered in a bit of a hurry. I opened with, “Hey, I hope I’m not interrupting anything too urgent—like saving the world?” She chuckled and said, “Not today, just a normal Tuesday.” With that little bit of levity, she was more inclined to give me a minute of her time. But after that, I quickly shifted gears, introducing myself and explaining the purpose of my call in a straightforward, professional manner. Humor helped break the ice, but professionalism moved the conversation forward.
Know When to Dial Back the Humor
Humor can work wonders, but it’s not always appropriate, and sometimes, you can sense it. If the gatekeeper sounds busy or short on time, it’s best to get to the point. Once, I tried opening a call with a little lighthearted comment to a gatekeeper who was clearly having a hectic day, and it backfired. I quickly learned that acknowledging her busy day and asking if there was a better time to call would have shown more empathy than trying to lighten the mood.
After that call, I began to pay close attention to the tone on the other end of the line before adding humor. If someone sounds stressed, a simple “I’ll be quick” can be just as effective, showing that you respect their time without needing to add levity. This approach helped me gauge each call and strike the right balance between warmth and professionalism.
Examples of How Humor Can Create Openings
Sometimes, humor can help you make a memorable impression that lingers even after the call ends. Here are a couple of examples from my own experiences:
- The Classic Name Mistake: I once called a company and mispronounced the gatekeeper’s name, which was a bit unusual. She corrected me, and I responded with, “Wow, I really botched that, didn’t I? Good thing I’m not in charge of name pronunciations for a living!” She laughed and was far more relaxed after that, turning what could have been an awkward moment into one of camaraderie.
- Handling the Hold Time: During one call, I was placed on hold for a few minutes, and when the gatekeeper returned, I said, “No worries, I was just perfecting my on-hold dance moves!” She laughed and apologized for the wait, but that little joke made her warm up to me, and she put me through to the decision-maker.
These moments show that humor can break down barriers and make a gatekeeper more inclined to help you. However, as these examples show, the humor is subtle—it doesn’t overwhelm the conversation, and it’s always intended to ease any tension or make the interaction feel natural.
Professionalism Always Has the Final Word
While humor can set a positive tone, professionalism must still be the anchor of your approach. You want the gatekeeper to know that you respect their role and understand that they are, in many ways, a representative of the company. After using humor, I always make sure to state my purpose clearly and respectfully. For instance, after a light-hearted opening, I’ll say something like, “But seriously, I’m reaching out because I believe we can help solve X problem.” This way, they see that I’m not just there to chat—I’m there to provide value.
One of my long-time clients initially came through a gatekeeper who appreciated my straightforward, respectful approach. After a few friendly conversations, she started going out of her way to connect me directly to the decision-maker. Professionalism builds trust, and with humor as a bridge, I was able to create a working relationship that paid off down the road.
Wrapping Up: Use Humor to Connect, but Let Respect Lead the Way
Gatekeepers hold a lot of influence, and finding that balance between humor and professionalism can be what sets you apart. Humor should be a tool, not a crutch—it can help you connect and show a bit of personality, but it’s your respect for the gatekeeper’s role and your clear purpose that will leave the strongest impression.
Looking back, I’ve realized that respectful humor—whether it’s a funny comment or just a friendly tone—has helped me not just get past gatekeepers but also create genuine connections. When you let authenticity and respect lead your interactions, the humor becomes natural, and the relationship-building feels effortless.
So, the next time you call and find yourself talking to a gatekeeper, remember this: don’t be afraid to bring a smile to the conversation, but always anchor it with respect. It’s this blend that transforms your call from just another interruption to a conversation worth having. And who knows? That might just be the difference between a “Not today” and “I’ll put you through right away.”
