What it usually means
You've reached someone who doesn't own the problem or the budget. That's useful information, and they can often point you to the right person.
The approach
Thank them, ask who is responsible, and ask if you can mention their name when you reach out.
What to say
1Thanks for telling me. Who would be the best person to speak to about this?
2Would you mind if I mention that we spoke when I contact them?
3Out of curiosity, does this problem affect your team as well? I'd love your view before I speak to them.
Adapt the words so they sound like you. Then say them out loud a few times before your next call.
What to avoid
- Ending the call without asking for a name
- Ignoring them once you have the name; they may influence the decision later