I stopped using the word "gatekeeper" years ago. It teaches reps the wrong thing.
A gatekeeper is someone to get past. The nurse and the receptionist are not obstacles between you and the customer. They are part of the customer. They know the doctor's week, his mood and his patients better than any CRM, and they see very clearly how you treat them.
What I ask reps to do:
- Learn their names and use them every visit.
- Ask, do not push. "When is a good moment for the doctor today?"
- Respect the queue. Patients come first, always.
- Share what helps them: approved digital patient material, clear device instructions.
- Thank them on the way out, every time.
- Keep it professional. No gifts, no favours. The code of practice covers the whole clinic team.
The reps who do this do not need tricks to get seen. The team makes room for them.
“The team outside the door decides how often you get through it.”
Lesson 7 of 7 in Step 4: Preparing the visit, with the full guide and a checklist for this week.