Why a Customer Care
Community Co-Lab™

Why Customer Care Community Co-Lab™

Opening Insights

Customer Care for many organizations is a never ending leaky bucket.
Do you suppose we were trying to solve the wrong problem?

Informational Insights

My name is Ed Butcher and for over 25 years, my company has measured performance in a variety of industries – ranging from men’s retail clothing stores, franchised auto repair shops, mortgage loan companies, business coaching and on and on.

• Training did not produce improvement
  • We frequently see variances in the amount of product knowledge and application.
• Coaching did not produce improvement
  • We notice a lot of resistance to change – employees refuse to cooperate in trying to improve their performance.
• Data timeliness and accessibility did not produce improvement
  • Based on the number of sign-ons to our website, we know that not many dealers take advantage of the data and reports that are available.
• Better assessments did not produce improvement
  • For companies that use assessment tools to hire employees, they have not produced a measurable improvement.

Does this remind you of the definition of insanity?

After searching for all those years, I was introduced to a company that understands the problems we face and has done something about it.

As my partnership with them continues to grow, I have experienced their process to know that together we can begin to produce better results throughout your organization.

Awareness Communication Technology, LLC, a Microsoft Gold Research and Development Company recognizes the magnitude and source of today’s challenges and has developed a ePublishing Platform that focuses on true collaboration and communication solutions. The architecture of this platform includes interactive TECHNOLOGIES, METHODOLOGIES, down-to-earth HUMAN UNDERSTANDING, and DATA SCIENCE.

This unique Business Model and ePublishing Platform has a built-in Collaboration Laboratory (“Co-Lab™”) Institute that creates sustainable and profitable environmental cultures that reduce fear, raise human intelligence and create

In the Community Co-Lab™, AwareComm® partners with Industry Leaders in select industries who have the courage to be Heroes: that are seeking real solutions to the problems within their field; seeking the power to effectively deliver and communicate their solutions to the world; and seeking the business strategy, partnerships and plan to make their solution engaging and sustainable (Self-Funding – Self-Regulating – Self Perpetuating) through solidarity.

Possibilities for Consideration

What if…

• Your organization (Visionary Co-Lab™) became an industry leader (in a Community Co-Lab™) that could contribute to building more successful organizations – much as in “pay it forward.”
• You could join all dealers in a network so they all can contribute to each other’s success.
• You received accurate feedback on your training, so you know what is working and what is not working.
• Each franchisee/dealer could positively impact their employees lives both on the job and at home.
• Each franchisee/dealer through the Customers for Life program could improve customer loyalty and customer care.
• Each franchisee/dealer is able to improve the quality of employees’ they hire thus reducing turnover and building higher customer satisfaction.
• Each franchisee/dealer could increase their net income year over year.

If you would like to make these “what if” questions a reality…

Then, you may be interested in this PROVEN SOLUTION.

Pertinent Principles

An Excerpt from the eAdI™ Team Culture Blueprint Webpage

My Experience of AwareComm and
It’s Leader Richard Jorgensen, PhD (hc)

“Creating Partners is about applying the eMod-ular Adaptive intelligence™ (eAdI™) Principle of Leadership-Followship™ to create Followship-Leadership™ ” Richard Jorgensen, PhD (hc).

The Awareness Communication Technology, LLC. vision is to create an eMod network with the Not “What”, But “How” philosophy.  We join with visionary leaders to chart a course for a better tomorrow.  When you think about your intention of how you are a part of the AwareComm team and how you contribute to the quality of life of others, consider the quote from Dr. Richard Jorgensen, regarding his legacy.  

“Education is the gateway……..the quality of my journey is what determines the value of my destination”

The quality of the journey, in my mind, is the lighthouse to a person’s intention.  Light that shines on examining why and how you do it.  Light that illuminates why I do what I do and how I do it.

AwareComm is truly a learning system and not a teaching system in that it overcomes learning challenges that other eLearning and educational systems do not.

Principles and Creating Culture:

AwareComm’s foundation is built on strong guiding principles. Dr. Jorgensen was a student of Edward Deming, who rebuilt Japan on such principles, as the need for consistency of purpose, building teams that have roots in the company. Richard’s success, the success of the business and the success of our team are directly related to the ability to live by and adhere to a set of principles, as opposed to rules. Rules are rigid and unforgiving. Principles are guides that allow people to respond to future unknown circumstances and situations.

Principles demand people pay attention to and be aware of, what is really going on which enables them to think before they act. Principles embrace the vibrant, dynamic life process perspective. Process learning over event to event learning brings an understanding of cause and effect. The “process” just like the “journey”, is more important than the destination. It is the “How” that matters.

The universal principals that guide AwareComm are timeless and have been around for centuries. In business, good business, our intentions really matter as it relates to how we contribute to the culture, the business and our clients. Principles inform and shape the culture.

A culture, as Richard teaches, is the collective perceptions, attitudes, thinking, and behaviors of the people who comprise the organization. The principles that shape the AwareComm culture are:

1. Culture & People First

Understanding the nature of cultures, the nature of change and creating healthy organizational cultures is the research and resulting technology Richard has devoted his life’s work to. Active engagement by every team member in the eMod program “Creating Organizational Cultures Responsive to Change” enables us collectively to live by example the principles we espouse. I began my introduction to the AwareComm culture by actively engaging in eMod courseware on a regular basis.

This process has served to allow me to make significant changes in my personal and professional thinking and behaviors as it relates to repeating destructive and self-limiting patterns. I am more aware of who I do not want to be, who I want to be and how to be the person I want to be. One of my primary struggles was an ingrained belief system that did not separate structural authority from emotional authority. My response to healthy criticism was to take criticism personally which more often than not interfered with my ability to see all of my choices, make constructive decisions and produce positive resolutions.

In the past I had not been able to change how I responded to criticism, even though I was conscious of my behaviors, because 90% of our behaviors are the result of non-conscious belief structures. eMods deliver content on both the conscious and non-conscious level. The conscious mind is not where all learned behaviors reside. For example I no longer have to think about driving a car. eMod learning systems talks to the part of the mind that has the original learning stored, where as other teachings can only talk with the conscious mind that is reacting to the learned patterns of perception, attitude, thinking and behavior. This is why motivational and other teaching often fade away after time, and are very difficult to integrate into our lives.

Now, after active participation in the eMod courseware, I am more aware of my reactions, able to see new ways of responding and able to choose new responses that have developed new experiences which in turn have created new belief structures. The process has been supported by mentoring with Richard and the existing AwareComm culture. What was once a conscious effort of the desire change without any results has dramatically shifted to the ability to make conscious and non-conscious lasting change.

2. Examining Intentions

The principle of examining intentions sets our course in terms of where we are going and what we intend to achieve. It is a statement to ourselves and other people of who we are, what we do and how we are going to contribute to meaningful interactions, solutions and ultimately to improving the quality of others lives. It demands I be honest with myself and others. Otherwise my actions are shallow and ineffectual. Humility is a deep awareness of who I am and who I am not. Coming to this awareness and expressing it amongst others is important part of the process.

3. Honesty

I have found honesty to be a process of being truthful with myself. Not just the part I am willing to admit, but always looking for the parts that I have left out and especially the parts I do not want to admit to myself. Again the eMod courseware and mentoring has served in bringing me to greater awareness of where I am lacking in truly being honest with myself and others.

4. Admit when I am Wrong and make Immediate Corrections

The sooner I face what is not working, the sooner I can focus on what does work, so I can effect positive change. Mistakes are opportunities to grow. “Anyone who HAS never MADE a MISTAKE HAS never tried anything new.” (Henry FORD) Clarity + Conviction = Confidence

• Clarity is knowing what to do, the ability to be razor sharp clear in thinking and communication
• Conviction is the depth and degree of your belief
• Clarity plus conviction, which is the level of intensity, power and passion equals confidence; the experience of making it happen
• The stronger the clarity and conviction, the stronger the experience of confidence
• Confidence directs our certainly of a course of action, as undeniable leadership

5. Join with others to Understand others

Joining with is the ability to walk in another person’s shoes. Empathy, compassion and understanding are the hallmarks of joining with another person which enables a fuller grasp of their thinking and perspectives. Joining with others enables unification that results in unity without sacrificing individuality.

6. Followship/Leadership

Followship/Leadership is a principle based upon structural authority with equality working towards a common goal. Followship/Leadership is created by blending three elements of authority, responsibility and accountability. Authority is the ability to make a decision, Responsibility is the ability to take appropriate action, and Accountability is the ability to accept the consequences of the decisions and actions and ask for feedback from others.

Richard has set a course “Joining With Visionaries as Strategic ePublishing Partners to Chart a Course for a Better Tomorrow” that is not just a mission or a vision, it is a reality! It is a reality of helping the people in a country saturated with decision makers who reek of the same exact plight I experienced. I would not have known how to change or had the tools to do so. AwareComm even goes one step further with a business infrastructure that will build a better tomorrow at time our country is in its greatest need.

As a result of this magnificent journey of mind bending proportion, I am working to live on the path of equality and accept authority, responsibility and accountability every waking moment.

Richard’s mentoring and the courseware continues to help me yet overcome another one of my greatest weaknesses which is also one of my greatest strengths: intellect, ability to learn and make creative associations. These character traits are also my greatest weaknesses as it relates to ego. My ego interferes with my ability to learn if I m not aware of it. I have struggled with letting go of titles, position and status. As Richard fondly says, his Ph.D. stands for piled higher and deeper. Which I can attest has certainly been the case with my ego. Humility and the ability to BE humble is incredibly important for me to attain, in serving the team and the business.

The magic of Followship/Leadership is that you grow in personal and professional self authority, self responsibility and self accountability. It is Richard’s “secret sauce” formula of all the components that build strong self-regulating teams and businesses.

7. Lead by Example

1. Only pass responsibility to others with authority, never pass responsibility without authority
2. Only make people accountable with responsibility and authority, never make people accountable without responsibility and authority

8. Communicate in Stories and Metaphors to impart teachings, principles and truths.

This allows for the ability to focus on the application not on the personality. Picture this….and a salty Irish brogue is how you know to listen intently as Richard weaves a tapestry of intrigue into every story. His art of storytelling engages people, touches their hearts and minds in a way that key learning’s can be imparted in a non confrontational way. His well crafted stories are worth their weight in gold over stark, cold facts.

9. 4 “I’s” Approach to Marketing

1. Interest – Indentifying a need in a way that inspires the need for more information
   • i. Picture this…….
   • ii. Paint the big picture first
   • iii. Create the context for interest
2. Information – Expanding the initial interest in a way that invokes imagination
   • i. Specific facts and data that provide credibility and validity
   • ii. Evidence by…..
   • iii. Depth of substance
3. Imagination – To apply information and create a desire for an investment
   • i. Would it be possible…..
   • ii. Would you like to…….
   • iii. Have you ever thought of……
   • iv. Have you ever considered what it would mean……
4. Investment – Made of time and money
   • i. Demonstrated in response time
   • ii. Commitment of time
   • iii. Motivation and taking action to take the next step
   • iv. Commitment of money

10. Be the Best You can BE

Continuously striving for personal and professional improvement that is based on competing with yourself and not comparing or competing with others is what it means to be the best you can be. Giving your full attention, ensuring what you are doing receives your very, very best is balanced with time constraints of completing the task. The willingness to repeatedly go over and over the content or project, seeing what is missing and how it can be improved with the supportive feedback of others is the key to growing in this principle.

11. 5 Elements of Change

1. Awareness – See what is not working
2. Root Cause – Understand the nature of the problem
3. Believable Solution – If you can see it, you will believe it is achievable
4. Experience Results –Experience the solution as achievable
5. Support – Ongoing support to achieve the change

This process works every time, another Richard truism, just like if you fall in the water you are going to get wet. Follow the process and it works, with the courseware and a supportive culture.

12. Take Charge, Take Action – Power with, not control over

Take charge comes from a place of equality and personal power. Not coercive, manipulative power but rather power focused on achieving the goal and getting the job done in a collaborative team effort with self-authority, self-responsibility and self-accountability.

13. Passion & Purpose – Recognition of the passion and purpose in the contributions of people.

To discover, learn, develop and express passion and purpose as wisdom and skill creating the spark that ignites someone else’s passion in our journey of life. The petals of uniqueness that blossoms in each of us, when we grow in healthy cultures that nurtures personal power and equality.

14. Loyalty – Reliability and Trustworthiness

Loyalty means trusting ourselves and others, the development of trust-based thinking. Loyalty is born out of self-authority, self-responsibility and self-accountability because you then have the tools and ability to set boundaries in knowing where loyalty is best placed and able to discern where it is not.

15. Development of Awareness Thinking – the process of discovery and development of an open-minded attitude

The ability to suspend judgment and stay open, increasing the awareness of choices and options that may not have been at first seen or even considered. Awareness thinking is grounded in reflective writing that reveals core inner thoughts not otherwise observed and expressed. Awareness thinking results in internal and external paradigm shifts.

As partners it is our responsibility to assist in growing our team of highly motivated, high achieving, collaborating professionals who demonstrate their ability to stay true to the AwareComm culture based on the vision, principles and culture Dr. Richard Jorgensen has created and envisions in the future.

As partners it is our responsibility to proactively assist in the cycle of business development growth. AwareComm’s business development growth entails anticipating the next indicated thing, supporting and meeting the needs of the team, so the team anticipates,supports and meets the needs of the client, who in turn support AwareComm in a continuous optimum flow. Creating and maintaining our AwareComm system is another essential element for the optimum flow to occur.

In order to maintain a growth curve, the business must maintain its creative response to the marketplace. Staying on top of and being aware of the economic climate, trends and shifts in the marketplace are critical in order to respond and change to fulfilling the needs of the marketplace.

AwareComm Partners we must stand united, where we all have a place and a purpose in the mission of growing a global eMod network. Our eMod network is a grassroots movement that threads together a tapestry of people joined in a mission of passion, purpose, wisdom and technology.