How many of your customers have over 5000 followers on Linked-in, Facebook or Twitter?  So, instead of telling five people about their service hiccup with you, they can now instantly tell a thousand times that number!  It would not take many unhappy customers to cut a sizeable dent in your bottom line and brand reputation.  With customer expectations up 33% over this time last year, you are very vulnerable to a today’s wired and potentially dangerous customers.

Wired and dangerous is the picture of today’s new normal customer. Customers are wired in two ways—they are edgy, impatient and quick to exit on the slightest hiccup, like they’ve had too much coffee.  But, they are also wired in the sense they have the Internet-enabled capacity to communicate instantly with hundreds or thousands of other customers.  Their influence-power also makes them dangerous.  If they receive poor or impersonal service they talk back—with a single snarky video or damning review gone viral, they can bring down an entire company.

Wired and Dangerous: How Your Customers Have Changed and What to do about it is a must-read for anyone with customers in this cyber age.  Zappos CEO Tony Hsieh raved about this book; Lou Dobbs declared it “an irresistible page turnings look at today’s empowered customer.”  I am happy to recommend this new book written by my friends Chip Bell and John Paterson.  Count on it giving you a whole new look at how to serve today’s new normal customer in today’s not-so-normal world.

In this provocative book, they provide a tested formula for transforming today’s edgy customers into eager partners. Using real-world examples, they detail powerful ways to bring harmony to a relationship that was out of whack even before the Internet. I hope you will buy a copy and recommend it to your friends.  Be forewarned:   get ready for a wild ride!

Chip R. Bell

chip@chipbell.com

214-522-5777

www.chipbell.com

“Profiling”

What do you think of when you hear that word? Racial discrimination or intelligent decision making?

The media has demonized this concept over the past decade or so. They’ve made it popular to believe that one should never use profiling as part of decision making. I say, that is a foolish point of view. Absurd in fact.

Profiling; the act of identifying the patterns of difference that separate individuals into general groupings, is a vital life skill. I said “vital”, meaning that we cannot get through life without it. It is as natural and useful as thought itself.

When you look at a forest, it is in your best interest to distinguish between deer and bears, squirrels and rats, rabbits and weasels. That’s the only way you’ll know the appropriate reaction to each: threat or not. The same process takes place as you walk through a crowd in a public place. You identify the people who look threatening and those who don’t. And you should do this. It is in your best interest to do so.

Security personnel at political events have to use profiling to speed their identification of threats. If they looked at the bulk of the crowd in the same way they looked at the scary looking people then much time would be wasted and threats might be identified only after it was too late to deter them. The same applies to you and me.

Everyday intelligence demands that we develop the habit of identifying patterns, “profiles” if you will. The more we recognize patterns in behavior, in appearance, in language use, and in movement, then the more we will know about who to move toward and who to avoid. Our schools teach us to recognize patterns in all parts of life, mathematics/grammar/physics, so that we can predict where the threats and opportunities will be.

So, let’s get over this hyper-sensitivity to the concept of Profiling. It is the only efficient way to use our time, attention and resources wisely in any situation. Now, having said that, I also want to acknowledge that just because you look like you’re carrying a gun or angry at the world doesn’t mean that it’s so. So, even though I might identify you as a “likely” threat it doesn’t justify my treating you as an actual threat, convicted before found guilty. But it totally justifies me in paying closer attention to you until I’m sure that you’re not a threat.

The essence of intelligence is making distinctions, noticing more. So let’s encourage our security personnel, our law enforcement officers, our military and even each other to use our Profiling skills to the optimum, while remembering that appearances aren’t realities. They are simply indicators of likely realities.

Every person in America is innocent until proven guilty under the law and that is how it should remain. So, if you belong to a minority that has a track record of violence or crime, then I sympathize with your dilemma, but I’m still going to be more cautious around you than I am around others. It is a reality of life that how we look and what we do sends messages to others as to what we are probably like. Our choices tell others what to expect from us.

And now I have a personal request. Last week I traveled from Barcelona to Los Angeles. In doing so I went through several security check points. One of them involved a full body pat-down, the intimate and intrusive new procedure that is getting so many people outraged. Well, count me among them. If I had behaved in a threatening way, shown any evidence of belligerence or threat then I’d say, check me out thoroughly. But since I was randomly selected without the use of intelligent Profiling, then give me the treatment that is justified based upon my appearance, credentials and behavior. As a multi-million-mile frequent traveler on multiple airlines with plenty of credentials to identify myself, I think that less groping is needed to eliminate me as a threat. Let’s change the policies that our TSA officers have to follow. Let them single out the likely threats and treat the rest of us with a bit more dignity and respect. It will save them time and keep us safe.

Notice more.

I’m repeatedly asked, “Let me know when you are presenting or performing locally so that I can come and see you.” So, here goes:

(Business) June 15, 2010 – Tuesday from 9am to Noon:   Seminar on Relationship Intelligence®

I’m the next speaker in the 101 Leaders Alliance’s Prosperity Series. This event will be at the Westlake Village Inn (right next to Bogie’s) on Tuesday, June 15 from 9am to Noon.

This seminar will focus on how you can elevate all of your contacts into “Asset” status. Your life and your business is a series of relationships. The better you can choose relationships, cultivate and manage them, the more likely you will be to succeed.

This is NOT just about “people skills”. Instead this is a seminar about making conscious, intentional and strategic choices as to who and how you will connect.

Concepts in this seminar have come from my psychological research (that led to the publication of The Acorn Principle) and my consulting experience that resulted in the book and system known as Relationship Selling.

You will never again look at your relationships in the same limited ways that you did in the past.

Come and join me for this exciting 3 hour seminar on the morning of Tuesday, June 15th at the Westlake Village Inn. Enroll via this link: www.101Leaders.com or just drop me an email with your info jim@101Leaders.com.

Single enrollments are just $199. Every attendee will receive a free copy of one of my recent e-books. See you there!

(Fun) July 13 & 27, 2010 – Musical Performances

Free: 2 Tuesdays from 5 to 7 pm, Happy Hour, at Bogie’s Night Club at the Westlake Village Inn. Come join me for some Rock n Roll music. I’ll be playing guitar and singing for two hours. No cover charge, casual attire, just drop in and have some fun at Bogie’s before dinner, or stick around and dine too. I’ll be covering all the classic R&R groups like: The Beatles, The Eagles, James Taylor, Simon & Garfunkel, John Denver, Glenn Campbell, The Kinks, The Animals, Neil Diamond, Elvis, Buddy Holly, and even Jason Mraz.

No reservations required, just grab some friends and drop by for some fun.

Bestselling books that will improve your life and expand your business NOW!

I am blessed to know many, maybe most, of the top business and motivational authors in the world. They send me their latest works for input and comment, then I get early announcements as these books are ready to be launched to the rest of the world. Take a look at the books below and then rush to your favorite bookseller to get a copy! You’ll thank me and be happy to recommend the books to your other friends.

I’ve known Bob Burg for years, shared the platform with him and admired his inspiration as well. This book will even make you a better person! While increasing your sales!

My former business partner & good friend Bill Brooks wrote a book with his impressive son Will Brooks who, with his brother Jeb Brooks, is now a leading executive at The Brooks Group. The aforementioned book was just released and its title is “Playing Bigger Than You Are”. This remarkable book shows how people with little in the way of resources can compete successfully with big corporations and intimidating competitors. It is a book about how “David can slay Goliath” in today’s marketplace. You will be inspired as I am by this book’s specific insights and strategies for winning more business.

Rob “Waldo” Waldman is a former fighter pilot, the personification of Tom Cruise’s “Maverick” character from the movie Top Gun. Rob has long since entered and mastered the world of business, and he brings his competitive savvy from the flying Ace experience into the marketplace with his new book:
Never Fly Solo. Keep a copy close by and learn how to attract “Wing Men” to help achieve your goals. He shows how the men and women in leadership and sales roles can become the perfect wing partner for those on their team.

Get it from Amazon for your Kindle or get a printed hardcover like my copy.

On My Honor I Will by Randy Pennington
I’ve known Randy Pennington for decades and I find him to be one of the most honorable and high-integrity people in my profession. He’s the kind of friend you want on your side when the heat is on. His latest book is a classic in the making. This book takes the creed of the Scouting movement and shows how you and I can succeed with integrity. But this is not just a book that says “be honest”, it is a guide to how taking the high road in business and life will lead to MORE success than any compromises you might be tempted to take.

The One Minute Entrepreneur by Ken Blanchard, Don Hutson and Ethan Willis.
Don Hutson was a guest in my home yesterday and the featured speaker for my 101 Leaders Institute. He’s a man who lives his message and he makes me a better person whenever I spend time with him. Learn from him, Ken and Ethan in this # NY Times bestseller. It’s a short inspiring story with loads of insights and strategies for growing your business and your sales.

Live A Thousand Years by Giovanni Livera.
When Giovanni speaks to a group they ALL want to take him home to everyone else they know, just to say, “WOW! You’ve got to hear this speaker!!!!”
He is not only one of the world’s most amazing performers, he is also an inspiring writer and a savvy business consultant. His latest book is in the works to become an amazing and life changing movie. The book shows you how to pack 1,000 years of living into your life and have a great time doing it. Read it aloud with the people you care most about.

Maybe it’s time to invest some serious energy into reading your way to the next levels of success…and then taking decisive action!
Call when I can help.

I had the privilege of being interviewed by Audley Stephenson of Hard Court Lessons. The basketball theme makes this a very interesting site for exploring Leadership & Self Motivation. Take some time to listen to this session that revolves around my concept “The Acorn Principle.” I think you’ll enjoy the message and meeting Audley as well.

Here is a free 4 minute video that I created for TSTN for my series “The Purpose of Selling“. It is about the idea of creating Profitable Business Friendships. I thought you’d enjoy seeing it and perhaps sharing it with your own team. Feel free to pass this link along to anyone you wish.

My own focus in building profitable new business friendships is now focused on growing the enrollments in the 101 Leaders Institute Seminar Series. I’m bringing hall of fame professional speakers and best selling authors here to the “101 Corridor” where I live, so they can hear national experts without travel requirements. http://www.101leaders.com

If I can help you develop your sales team, motivate your associates or coach you toward a breakthrough, please drop me a line. I’m eager to be of service. Enjoy the video! jim@cathcart.com

Give customer loyalty instead of seeking it…and it will seek you too!

Enjoy my current article in C-Suite Quarterly (CSQ) Magazine. (Note you may need to increase the image on your screen for easy reading. Or drop me an email and I’ll send you the PDF file.)

To contact Jim Cathcart call 805 777 3477 or email jim@cathcart.com
For information on Jim’s articles and reprint rights please email us:
jim@cathcart.com.

mage above: Space shuttle Endeavour and the STS-126 crew land at Edwards Air Force Base, Calif. after completing a mission to the International Space Station. Credit: NASA TV

About an hour ago I was sitting at my desk when I felt something crash into our house. Paula called out, “Jim are you OK?” I looked outside to discover our neighbors standing in the street excitedly looking skyward. Paula joined me and we rushed out to see what it was.
My neighbor Ron announced, “It was a sonic boom. The Space Shuttle just re-entered the atmosphere and it’s headed for a landing in the desert.”
I ran to get our binoculars and the four of us stood in awe as the Shuttle and its chase plane flew over our home. It was still glowing red from the heat of re-entry.
Quite a sight to see.

Many years ago I had a penthouse office in a 13-story building in Tulsa, Oklahoma and one day I looked out the window as a huge 747 flew by at my eye-level with the Space Shuttle attached to its top. What a sight! It was less than two miles away from me and was being ferried by piggy-back to the maintenance facilities in Tulsa. Wow! Who could imagine putting a huge Shuttle on the back of an already huge airplane?

Well, that’s really the question isn’t it?
Who could imagine?

The entire concept of space flight, or just flight for that matter, started in someone’s imagination.
Everything we experience from zip lock bags to magnetic resonance imaging began in someone’s imagination. Then an important thing happened…someone decided to make the idea into a reality.
That’s when things started to change. When the idea gained the power of a person’s commitment to make it happen.

I’m awed by the amount of intellectual work and physical work required to create and operate the Space Shuttle. Not sure I can even concieve of how much energy and thought that required. But I sure do appreciate it. The discoveries that have sprung from our exploration of space are profound and legion. Most people don’t realize the value we are getting from these missions, but believe me they will be paying off for generations to come.

Every day you and I have ideas for making things better. We say, “Why don’t they just do xxxxx?” Often we see solutions that others do not. I say it is time for us to stop just having thoughts and start communicating them where they can make a difference.
So, the next time you see a solution, stop to ask yourself, “Who is involved with things like this? How could I communicate this idea to them? (Without worrying about being paid for it or getting credit.)”
Through the unselfish sharing of valuable insights you just may open some doors for yourself and others to make this world a much better place.

We have no shortage of ideas. We simply don’t communicate them well enough.
Let me know when I can help you help others make a difference.
www.cathcart.com