I often hear practices say something to the tune of, “That gatekeeper was really doing his job.” or “I’ll never get past her.”

So how do you get past the gatekeeper and make a new bestie in the process?

Recently, our family was traveling to a cheer competition as we sometimes do and found the need to stay in a hotel.

Let me tell you, our experience was amazing. I made a new bestie at our hotel and her name is Chi (like the tea chai, not like the energy chi).

Chi took amazing care of us.

Extended check out on a sold-out weekend? ✅

Extra waters for our room? ✅

Everything we needed to make our time away from home comfortable? ✅

But… Things with Chi didn’t start out all sunshine and roses…

When we first tried to check in, our room wasn’t ready. My new bestie Chi had just come on shift and was really busy with a lot of things going on.

Here are the lessons I learned about How To Get Past The Gatekeeper (and make a new bestie in the process):

Don’t make assumptions.

The room wasn’t ready. The lobby was busy and there was lots going on.

Front of house staff have a lot of responsibilities, taking care of a lot of people, and a lot of things.

If we assume that we’re an inconvenience or that a gatekeeper doesn’t like us just because they are busy, we miss out on an opportunity for true connection and who knows, maybe even a new bestie.

Break the ice.

As Chi was working to try to manage a stressful situation (hello, impatient customer with a ton of luggage in a hotel lobby and a room not ready), I noticed that she had a fabulous – like I want to go out and get one right now – manicure.

So, I said something that I’m sure was quite profound like, “Your nails are pretty.” And she said, “Thank you.”

And just like that, we were on our way to becoming besties.

Show a genuine interest and curiosity in people.

Because I very rarely meet a stranger, I continued to chat with Chi while she was working to solve our problem. We chatted about life and family, and she even engaged my husband in some bro conversations. Now my family are forever Chi fans as well. We really are besties!

Thank people for their help and a job well done.

Chi went above and beyond to take great care of us, and we were so grateful. We told her over and over how much we appreciated her and continued to have meaningful connections throughout our stay. Now, we’re even better besties.

What started out as a potentially stressful situation for both of us ended up being the catalyst for an amazing experience, a new connection, and rave reviews for the hotel and my new bestie Chi.

It’s no different with referral networks. When you walk into a referring office, the gatekeeper may be busy. That doesn’t mean they don’t like you or aren’t interested in connecting with you. Continue to seek opportunities to create those connections.

And who knows?? You might even make a new bestie in the process.

P.S. Many of you have expressed how difficult it is to find and recruit great talent these days. When you’re out and about and meet someone like Chi, ask them to come join your team.