Implementing Intelligent Systems to Assure Continuity

by Jim Cathcart

Stage Six in Creating High-Value Relationships (the Relationship Intelligence System) is:

Implementing Intelligent Systems to Assure Continuity

Systems are the organizational equivalent of habits. We develop systems to ensure that the patterns get repeated, and this becomes true whether they are good or bad. So be careful when selecting your systems. Last night my well-intentioned restaurant server did a horrible job of serving our table because his system was faulty. His attitude and intentions were fine, even his skills at serving were OK, but we left there unhappy anyway. Our service was bad because they were inefficient in determining how to stay attentive to each guest in a regular rotation. So lots of guests got high attention while others got neglected to the point of frustration.

Every part of an organization has systems by which it operates. Some are intentional and some just develop as work patterns without any conscious influence. I suggest that you make more of them intentional.

For example: Relationship management systems abound and the state of the art is advancing every month. There are now systems that will not only capture your data, identify your primary and secondary relationships, and record all your communication with each, but they also now include personality profiles, links to sales and service tips, motivational messages and much more. What used to just be a “data base” has now become a rich information environment where self-management, the management of others and relationship management are merging.

Systems must be based on Standards.
As Peter Drucker once said, paraphrased, “A society that is not based upon a Constitution will not succeed.” We need standards and clearly stated values to guide our day to day actions and choices. So “helicopter up” one more time and look for all the aspects of your operation that could be standardized and enhanced through the use of a system. Be careful, lest you create a bureaucracy where it is all systems and no sense of human connection. The goal after all is to build profitable business friendships and partnerships where trust is high and cooperation is natural and spontaneous.
Be Conscious, Be Intentional, Be Natural and Be Relentless in the intelligent cultivation of Relationships.
After all Relationships are where the organization lives. If you'd like for us to help you determine which systems are serving you well and what new systems may be needed, please give us a call at Cathcart Institute, Inc. 800-222-4883.

In the Spirit of Growth,
Jim Cathcart
copyright 2008 Jim Cathcart