Archive for 2007

Trust – The One Thing That Changes Everything

Sunday, December 30th, 2007

By Dean Whittaker

Can I trust you? How often do we think this thought as we go through our day?

In Steven M.R. Covey’s book, The Speed for Trust, he points out the role that trust plays in our lives, especially in our relationships.  He says that trust begins with ourselves and moves outward through our family, community, country, and world.

With the media focusing our attention on the latest scandal in politics or business, we begin to doubt our ability to know to whom to give our trust. Our courts are jammed with distrust, broken promises, and failed relationships. Terrorism has caused us to doubt our government’s ability to protect us and the war in Iraq has caused us to doubt our government.

Without trust we pay a heavy “trust tax” in terms of the time and cost. The added travel time at airports, the time spent negotiating detailed contracts, and our current banking crisis all result from the lack of trust and are examples of the extra cost we pay for low levels of trust.

What if we could dramatically reduce this friction in our relationships by significantly increasing the level of trust in and around us?  What difference would it make in our lives?

So how do we establish, extend, or restore trust?

Who do you trust and why? I trust people who demonstrate integrity by consistently doing what they say they will and producing results. While character is important as reflected in integrity, trust also requires competence, which is skills, ability, and a track record of results.

Let’s start with ourselves. Building credibility requires us to set goals and achieve them and to keep our commitments (or re-negotiate them when we can’t). In our relationship with others consistence builds trust. The alignment of our values with the organization’s actions builds trust.  The reputation our organization has in the marketplace reflects our “brand” and the trust that our clients, investors and others put in us.  Creating value for others through our contribution allows us to “give back,” creating trust within our society.

To learn more, I highly recommend picking up a copy of  The Speed of Trust, also available in audio books.

Customer Relationship Management Technology

Sunday, December 30th, 2007

By Todd Smithee

Studies show that people grossly overestimate the power of their memory.  To illustrate this, take a moment and try to recall everyone you spoke with last week.  Now, think of every contact you need to make in the next week.  Unless you have a photographic memory, it is simply not possible.  It is this inability to remember that spawned products such as The Franklin Planner, Microsoft Outlook, Palm Pilot, and ACT! These products provided tremendously useful tools for managing business relationships and calendars.  Today, even more powerful customer relationship management (CRM) technology is available to companies of all sizes via the Internet on a “software as a service” basis.  Successful implementation of CRM technology is critical to developing long-term business relationships.

Effectively implemented CRM technologies allow organizations to manage and measure profitable relationship-building activities over an extended period of time.  By utilizing CRM technology, sales representatives can easily track, plan, and manage the large numbers of prospect communications, emails, marketing, and other touches that are required to generate sufficient leads to meet aggressive sales goals.  Built-in reporting tools allow management to measure their sales teams’ activities to ensure that key metrics are being met before a problem occurs.  Management can also accurately measure which marketing programs are actually generating leads, versus simply providing costly “brand awareness.”

The good news is that CRM solutions are now available on a subscription-based model.  Subscription-based CRM, such as Salesforce.com (or Whittaker Associates’ Lead Tracking system – WALT), levels the playing field by allowing small and mid-sized organizations to benefit from the same technologies as Fortune 500 enterprises.  They require no additional investment in personnel or technology and can be quickly implemented.  Most importantly, they are inherently easy to use, which helps with adoption rates.

Effectively utilizing CRM can help any company, large or small, look more professional and support high volumes of business-generating activities.

What’s New to You

Sunday, December 30th, 2007

By Joel Burgess

As 2007 gives way to 2008, I would like to wish you all a Happy and Prosperous New Year and extend a big thank you for a great 2007. Just for fun, I thought that I’d share a few little known facts about New Year’s Day:

What you don’t know about New Year’s Day… The celebration of the New Year is the oldest of all holidays. It was first observed in ancient Babylon about 4000 years ago. In the years around 2000 BC, Babylonians celebrated the beginning of a new year on what is now March 23, although they themselves had no written calendar.

Late March actually is a logical choice for the beginning of a new year. It is the time of year when spring begins and new crops are planted. January 1, on the other hand, has no astronomical nor agricultural significance. It is purely arbitrary.

The Babylonian New Year celebration lasted for eleven days. Each day had its own particular mode of celebration, but it is safe to say that modern New Year’s Eve festivities pale in comparison.

The Romans continued to observe the New Year on March 25, but their calendar was continually tampered with by various emperors so that the calendar soon became out of synchronization with the sun. In order to set the calendar right, the Roman senate in 153 BC declared January 1 to be the beginning of the New Year. But tampering continued until Julius Caesar in 46 BC established what has come to be known as the Julian Calendar. It again established January 1 as the New Year. But in order to synchronize the calendar with the sun, Caesar had to let the previous year drag on for 445 days.

In the Middle Ages, Christians changed New Year’s Day to December 25, the birth of Jesus. Then they changed it to March 25, a holiday called the Annunciation. In the sixteenth century, Pope Gregory XIII revised the Julian calendar, and the celebration of the New Year was returned to January 1.

What you don’t know about New Year’s Day Resolutions… The tradition of the New Year’s Resolutions goes all the way back to 153 B.C. Janus, a mythical king of early Rome, was placed at the head of the calendar.

With two faces, Janus could look back on past events and forward to the future. Janus became the ancient symbol for resolutions and many Romans looked for forgiveness from their enemies and also exchanged gifts before the beginning of each year.

The Romans named the first month of the year after Janus, the god of beginnings and the guardian of doors and entrances. He was always depicted with two faces, one on the front of his head and one on the back. Thus he could look backward and forward at the same time. At midnight on December 31, the Romans imagined Janus looking back at the old year and forward to the new. The Romans began a tradition of exchanging gifts on New Year’s Eve by giving one another branches from sacred trees for good fortune. Later, nuts or coins imprinted with pictures of Janus became more common New Year’s gifts.

What you don’t know about Auld Lang Syne…That song playing in the background, “Auld Lang Syne,” is sung at the stroke of midnight in almost every English-speaking country in the world to bring in the new year. At least partially written by Robert Burns in the 1700′s, it was first published in 1796 after Burns’ death. Early variations of the song were sung prior to 1700 and inspired Burns to produce the modern rendition. An old Scotch tune, “Auld Lang Syne” literally means “old long ago,” or simply, “the good old days.”

Sources: http://www.goalsguy.com/Events/n_facts.html

http://wilstar.com/holidays/newyear.htm

Go Green, Save Green

Sunday, December 30th, 2007

By Jami Miedema

It appears as if everyone is obsessed with “going green.”  Not only does it seem like the favorable thing for our earth, but it ultimately can save individuals thousands of dollars.  Even MSN is jumping on the bandwagon with this year’s debut of their new site green.msn.com.  This site provides information and facts about green solutions and up-to-date news concerning environmental issues.

While browsing the website I came across a carbon calculator, which measures an individual’s “carbon footprint,” or carbon emissions impact on the environment.  It asks questions regarding people’s actions, such as how many flights they take, the type of car they drive, and the cost of some monthly heating bills, to estimate tons of carbon emissions per person per year.  I had always thought I did my part to be earth-friendly, so I was shocked to find that my personal impact was vastly greater than the national average of 7.5 tons per year.  Lucky for me, green.msn.com and Conservation International have ways for polluters like me to reduce our carbon footprint.

Some suggestions for decreasing carbon emissions include using fluorescent light bulbs as opposed to incandescent bulbs, turning the thermostat down 3 degrees in the winter and up 3 degrees in the summer, and washing laundry with cold water.  These simple steps can save thousands of pounds of carbon emissions per year.  Other effective recommendations propose using reusable glassware instead of bottles and cans, properly inflating car tires, and walking, biking, or carpooling as a main way of transportation.

For more information about how these solutions cut down on emissions, please visit http://green.msn.com/Articles/article.aspx?aid=273.  To find how your carbon footprint compares to the national average, visit http://green.msn.com/tools/calculator.aspx.

Time Lapses and Memory Tricks

Sunday, December 30th, 2007

By Maria O’Connell

Have you ever wondered why interviews last so long? Or, maybe why the first time you met your fiancee’s parents, time seemed to drag on forever? How about the time that you thought your child was missing and two minutes seemed more like thirty?

A recent study conducted by David Eagleman, a neuroscientist at Baylor College, explored this phenomenon. He and his colleagues were seeking to explain why scary experiences seem to pass by in slow motion.

To test this question, the researchers had volunteer participants dive backwards out of a plane without any ropes or attachments. Sometimes reaching 70 mph free-falling through the air, they were caught by a very special net that was created to cushion their fall. The results: the volunteer divers estimated that their own fall lasted about a third longer than the dives that they saw other volunteers take.

The next question Eagleman and his colleagues had: can people actually see and perceive more when in dangerous situations? The answer: NO! Using an invented device called a “perceptual chronometer,” the researchers discovered that the brain does not in fact speed up when in danger.

So, why does one perceive that time is slowed in frightening situations? Speed of time is actually a trick of the memory. When one is scared, the amygdala, a part of the brain, becomes much more active. In this state, the amygdala lays down an extra set of memories in addition to those memories that are created by other parts of the brain. So scary memories are associated with denser memories, and the more memory you have of an event, the longer you believe it took.

In this same pattern, the reason those summers seemed so much longer when you were a child is because you lay down rich memories for all of your experiences when you are young. But as you age, because you have already experienced certain events, you will lay down fewer memories to remember them. This is why time seems to speed up as you grow older.

So next time you leave an interview, you will know why time seemed to drag by. When you look back on your first time meeting the parents of your significant other, you will know that your memory double-recorded that experience. And when you find your child after he/she disappeared, you will know that time did not actually slow down.

I find it absolutely amazing just how intricately we are created. Don’t you?

For more information, please visit the source: http://www.msnbc.msn.com/id/22208261/

QQS Rating

Sunday, December 30th, 2007

By Jim Bruckbauer

As the newest member of Whittaker Associates, I feel very privileged and blessed to have an opportunity to use my talents and abilities. In Michigan’s tough economic climate, some employees are now tightening their grips on their career plans. As I reflect on my transition to my new position, I can’t help but think about the process I went through to fully understand the job search and focus my attention on choosing my own career path.

Napoleon Hill’s famous book, Think and Grow Rich, may sound like another get-rich-quick book, but it’s really a tried and true textbook on goal-setting and personal development, especially in one’s career. In his section on marketing our personal skills, Hill suggests we can adopt the “QQS” formula to present ourselves effectively. This formula claims that Quality, plus Quantity, plus the proper Spirit of cooperation equals perfect salesmanship of services. Let’s look at the three parts as defined by Hill:

QUALITY of service shall be construed to mean the performance of every detail, in connection with your position, in the most efficient manner possible, with the object of greater efficiency always in mind.

QUANTITY of service shall be understood to mean the HABIT of rendering all the service of which you are capable, at all times, and with the purpose of increasing the amount of service rendered as greater skill is developed through practice and experience. Emphasis is again placed on the word HABIT.

SPIRIT of service shall be construed to mean the HABIT of agreeable, harmonious conduct which will induce cooperation from associates and fellow employees.

(Napoleon Hill, Think and Grow Rich)

The greatest determining factor in connection with the position and duration of employment is usually one’s Spirit. One’s Spirit may make up for what a person lacks in Quality and Quantity; however, nothing can be substituted for harmonious conduct.
Although Hill’s principles seem timeless, I think in today’s job market we can add a forth element to the equation, Passion. Many thoughtful employers will tell you that passion and eagerness to learn can substitute for Quality and Quantity in one’s skill set.

The start of a New Year is a great time to look at your work of the past year and rate your practice according to the formula.  Then try to begin applying the formula to your work routine as a habit.

Competing Through Innovation

Friday, November 30th, 2007

By Dean Whittaker

As our communities become more global in their perspective, we find that competing through innovation becomes the key to survival of many of our companies. “The Rise of the Creative Class” and “Live first, Work Second” are two books that tout the importance of attracting and keeping talent as part of the demographically induced “talent wars.” The emphasis on diversity as it contributes to creativity has also become an economic imperative. Collectively, all these reflect the “idea infrastructure” of a region.

How do ideas flow through your micro-culture? Are there lead walls between companies, or do ideas easily flow through a low viscosity infrastructure which facilitates the transmission and, more importantly, adoption of new ideas?  The TED (Technology, Entertainment and Design) conference www.ted.com is an example of the type of infrastructure that can facilitate the flow of ideas. Its tag line is “ideas worth spreading.” The 20-minute presentation of BIG ideas by world thought-leaders is fascinating to watch on the conference website.  This Monterey, California, conference illustrates a process by which ideas are introduced and connections made to promote their further development and commercialization. If you think about it, the iPhone is an example of an innovative product that comes from the intersection of the three domains represented at the TED conference.

What if your area were to hold its own TED-type conference on the three domains in which your area excels?  Could this provide a forum to lower the viscosity and increase the velocity of the free flow of ideas within your area? What other impediments exist to the movement of ideas from creation to implementation? How about non-compete laws that exist in some states but not California? Do your capital markets support commercialization of new ideas?

If competing through innovation is our future, what are you doing to help create and sustain a local infrastructure to enable this rapid viral dissemination of ideas?  Do you have ideas to share? Pass them along and I will report back in our next newsletter. In the meantime, Happy Holidays.

Building Relationships: The Importance of Process Definition and Development

Friday, November 30th, 2007

By Todd Smithee

Generating qualified leads is a constant concern for sales teams in nearly all organizations.  How many times have your sales executives asked for more “qualified” leads from marketing?  If your organization is like most, it is a very common request.  You can invest more money in trade shows, email marketing, print ads, and pay-per-click activities to generate more leads. Is this really the answer, though?

Before investing more in lead-generation activities, you may want to consider reviewing how your organization processes the leads you are currently generating.  This can be done by asking just a few simple questions:

Question 1 – What is Your Distribution Process?

If your answer includes the terms “email” or “delivered to managers for distribution,” you will want to take a timeout.  These delivery methodologies provide little or no opportunity for success tracking and ongoing lead management.  Leads can also get lost in the “noise” of day-to-day activities.  There are web-based lead-management solutions available that will automatically distribute leads and notify the appropriate party of any new lead opportunity.

Question 2 – How Many Attempts Do Your Sales Reps Make to Reach a Lead?

Most marketing teams cannot answer this question, especially if they do not have appropriate lead-management processes and technology.  It typically takes up to three attempts to connect with just sixty percent of a list of trade show leads.  Web lead contact rates can be even lower.  An effective lead-management process can ensure maximum contact rates for all of your leads.  A well-thought lead-management process will also allow you to contact your leads much more rapidly, resulting in better conversion rates.  “Based on our research, our key findings are that personal contact and timeliness are the most important elements of an effective lead follow-up strategy.”  KnowledgeStorm and The Artimis Group

Question 3 – Are Your Leads Being Nurtured Over the Long Term?

Face it.  Sales teams have monthly and quarterly quotas that drive activity.  Nothing is going to change that in the foreseeable future.  This pressure often results in leads receiving less than optimal attention.  An effective way of dealing with this is to keep all leads in marketing until the prospect has a need for your firm’s product or service.  An ongoing nurturing process that utilizes multiple touch points (email, telemarketing, newsletters, etc.) ensures that you will stay in front of the prospect until they are ready to buy.

Lead generation is only a part of the equation.  A well-designed lead-qualification process will ensure maximum conversion and ROI on lead-generation programs, without the expense of implementing new campaigns.  Lead process definition and development can quickly deliver improved results.  It is a great place to start.

Hooray for Trains! A Better Way to Travel

Friday, November 30th, 2007

By Joel Burgess

America spent about 3.7 billion hours stuck in traffic last year, burning extremely expensive gasoline. At the airports, delays are common. One recent study found that between January and August 2007, one in four flights arrived late. In August alone, 159 flights were kept on the tarmac for more than three hours. Consequently, more than half of U.S. businesses augment commercial air travel with expensive corporate jets and charters.

One alternative: efficient intercity rail travel. Trains use one-fifth less energy than cars or planes. They run in bad weather. They are business-efficient and tourist-friendly. Yet, since the early 1960′s, with the exception of the Northeast Corridor from Boston to Washington, D.C., railroad transportation in the U.S. has become largely irrelevant, inadequate, and outdated.

The rest of the industrialized world is investing heavily in its train systems. Europe, as one example, is wiring itself for high-speed rail in order to decrease emissions and increase productivity. Some predict the eventual obsolescence of air travel on the continent.

France: Last fall, a new 200 mph TGV (Train a Grande Vitesse) linking Paris to the German border opened, where it intersects Germany’s own high-speed InterCityExpress. In April, an experimental TGV run on the Paris-Strasbourg route hit 357 mph.

Spain: Soon high speed trains will cover the 375 miles between Barcelona and Madrid – the distance between Washington, D.C. and Boston, a 7-hour trip – in 2 ½  hours. In addition, talk persists of a rail tunnel to link Spain with Morocco.

Japan:Japan has developed a 360 mph magnetic-levitation, or maglev, train that rides a cushion of air. Propelled by the electromagnetic force of magnets, these trains are designed as complete transportation systems.

China: China has committed a quarter of a trillion dollars to its railway service. A trip from Shanghai to Beijing – the distance from Chicago to Baltimore, 18 hours by Amtrak – will eventually take 5 hours

The American train system lacks both financial resources and government support. Amtrak, which is federally funded, received a total of $1.3 billion last year. Twenty-five years ago, Amtrak was receiving the same amount: $1.3 billion. Compare that to the $40 billion allocated for highways and the $14 billion for airlines in 2006, and it becomes clear that train travel is a low priority in our country. For the 2008 fiscal year, the Bush Administration proposed $800 million for the railroad, which is a $500 million cut from 2007. In 2005, the President proposed pulling the plug entirely on Amtrak’s subsidy.

Despite its lack of funding, as our airways and highways have slowed, demand for train travel has been increasing. The number of Amtrak riders was up for the fifth year in a row, reaching record levels, despite the fact that a third of trains arrived late last year. In the Northeast, since Amtrak introduced higher-speed Acela trains in 2000, the railroad’s share of 10,000 daily commuters between Washington, D.C., and New York City increased from 45% to 54%. Experts predict that, with the population climbing well past 300 million in the country, the demand for travel will only grow. Severe weather will further add to general transportation turmoil, leading travelers to look for alternatives to air travel.

The key to improvements for the US train system may be federal incentives for state investment, given two successful projects that relied heavily on state funding. Amtrak recently expanded service from Chicago to downstate Illinois and St. Louis, where the number of riders is up about 50%. Likewise, major improvements were made to the Philadelphia-Harrisburg line where attendance also increased.

Now, Congress is considering legislation that would allow the trains to rebuild. The Lautenberg-Lott Passenger Rail Investment and Improvement Act, is designed to completely overhaul the system. The Senate approved the Lautenberg-Lott Passenger Rail Investment and Improvement Act on October 30, and the bill is now before the House. The legislation would commit $10 billion over four years to develop high-speed, short-haul rail corridors modeled off of the European city-to-city routes. They could run between Washington, D.C. and Charlotte, N.C.; Portland and Seattle; Chicago and Detroit; and Miami and Jacksonville, FL.

“I’m amazed at the rancor about our numbers – they are so small,” says Alex Kummant, Amtrak’s CEO. “It costs about $1.50 for every man, woman and child to sustain this network – one cup of coffee per person. Look at highway congestion, environmental issues, and the capacity of airline travel. For city-to-city transportation, we need passenger rail.”

Source: A Better Way to Travel?
By Peter Richmond
Parade Magazine
Published: November 4, 2007

A World-Changing Tool

Friday, November 30th, 2007

By Jami Miedema

Imagine trying to function in today’s world with only a fifth-grade education.  That’s the reality for one-third of the children in developing countries.  While thousands of dollars are allocated per student per year in the United States, approximately $20 per student is allocated for schooling in developing countries, putting those children at a serious disadvantage when it comes to education.  But building more schools and hiring more qualified teachers will only solve part of the problem they are experiencing.

In the increasingly global economy, a nation’s ability to compete is affected by the education of its people and their capacity to reach markets worldwide.  The computer is a useful means for both these essentials.  A foundation that acknowledges the importance that computers play in the learning process is One Laptop Per Child (OLPC).  The group was founded in 2005 and has been on a mission to invest in children’s education overseas ever since.

According to OLPC’s website, the organization’s goal is “to provide children around the world with new opportunities to explore, experiment, and express themselves.”  To reach this objective they developed the new XO laptop, which costs under $200, and will soon decrease in price.  They are rechargeable by hand and do not require much power.  Mass production of the laptop was begun this month by Quanta Computer, Inc.  The company will be manufacturing around 250,000 of the computers by year’s end and will produce approximately 1 million per month next year to benefit children in Libya, Peru, Uruguay, and several other countries.  This program will allow developing countries to invest in their children’s educations and ultimately their futures as rising nations.

The new XO laptops are available for purchase in North America through the Give One Get One program.  If an individual buys the laptop to donate to a child overseas, he can also purchase one for himself – all for under $400 dollars!  One Laptop Per Child is truly a tool to change children’s lives, giving them the chance to explore and learn about the world around them, and eventually contribute ideas to better their society and the world.

Source: One Laptop Per Child. Retrieved November 26, 2007, from www.laptop.org.