What a great question, Stephen. Although this can be an uncomfortable situation, it is actually quite simple to handle.

While going "over their head" might not be your first choice (at least, it shouldn't be), there are times it is the best option for you to take. When this happens, there are steps you can take to get what you want, and make everyone happy.

I like to begin by placing the blame on myself. For example, "I'm awfully sorry to be putting you in this position; it might be easier for you if I were to talk to your supervisor personally. That will take you off the hook. What's your supervisor's name?"

Now, typically, when a supervisor is called, they are expecting a scowling, complaining, argumentative "opponent." Instead, greet with a smile and a pleasant countenance. Take a step towards him with your hand outstretched and say, " I'm Carol James, thank you so much for coming out to see me, I know you're very busy."

Wow! Talk about disarming that person, and positioning yourself as someone they "want" to do for. And the person at the front desk? You let him or her off the hook by both your words, and your attitude. He or she will be ready to be more helpful to you next time you visit. So, if you're dealing with someone, and you are simply not going to get the results you need without going over their head, then do it . . . go over their head, but do so with tact, kindness, grace and class.

Bob Burg http:www.burg.com is author of Endless Referrals: Network Your Everyday Contacts Into Sales, Winning Without Intimidation and The Success Formula.

He has a full line of books, ebooks and CDs from which everyone can grow and prosper. Check them out by going to http:www.burg.com , then click on the link to his online store. Bob also publishes a free weekly ezine to which you can subscribe going to http://www.burg.com/newsletter.html.