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Saving the World From Evil
www.ethotech.com678-384-7500
EthoTech and its Microsoft Dynamics® GP Partners have come to the rescue of 1000’s of companies just like yours. Superpowers? Magic?
No, we simply show Customers using Dynamics GP how to add huge profits to their company’s bottom line.
Want Proof? Check out EthoTech Commission Plan, the ‘gold standard’ in fully automated commission management systems. You’ll completely eliminate excel spreadsheets and the repetitive, error-prone processes that go with them. Your staff’s productivity and morale will dramatically increase.
It’s no wonder that for over a decade more than 600 Partners have recommended EthoTech products to their Customers in hundreds of industries worldwide.
Wanna be a hero?
See us at Convergence Booth #1433 or call us for a personalized demo.
If you use Dynamics GP, you’ll find out how to soar above your competition and save the world from evil.
Making the World Safe for Microsoft Dynamics GP Customers
1045 BroadwayFargo, ND 58102
Winter
2009
Spring
2011The Special Issue “Don’t count every hour in the day, make every hour in the day count.” – Anonym
ous Spring 2011
MakingMakingMakingMakingMakingit
MakingMakingMakingMakingMakingMakingMakingMakingitit
Makingit
MakingCount
CommunityCommunityCommunityCommunityCommunityCommunityCommunityBringing the
CommunityCommunityCommunityCommunityCommunityCommunityCommunityCommunityTogether
SpecialSpecialSpecialSpecialSpecialSpecial2011
Special2011
Special2011
Special2011
SpecialSpecialSpecialSpecialSpecialSpecialSpecialSpecialSpecialIssue
TogetherTogetherAXUG • CRMUG • GPUG • NAVUG • The Partner Channel
FirstFirstFirstFirstFirstFirstFirstImpressionsImpressionsImpressionsImpressionsImpressionsImpressionsImpressionsImpressionsImpressionsImpressionsImpressionsImpressions
The liTTle ThiNGs CoUNT
Negative Payroll Transactions allows you to enter negative pay code transactions in order to reverse earnings on previous payroll runs. This allows managers to reverse incorrectly paid earnings for previous periods or to make other necessary adjustments.
For more information, including product demonstration videos, FAQs and value calculators, please visit integrity-data.com or call 888.786.6162.
Is your TImecArd dATA AlwAys eNTered correcTly For All emPloyees?
organizations need flexibility to make corrections and manage adjustments to payroll amounts.
Visit us in booth #415
at convergence!
87874
3279
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Signatures by User IDPrint the signature of the User who enters the password using Microsoft Dynamics® GP
User ID & Password
Searchable PDF Check ArchiveZoom to checks and stubs from Microsoft
Dynamics GP Inquiry screens
Refund ChecksMekorma MICR now supports Microsoft Dynamics GP refund checks
Mekorma MICR has been the
preeminent check printing solution for Microsoft
Dynamics GP from the very early days. As technology has
changed, so has Mekorma MICR. Over the years, we have expanded
the best MICR check printing solution with many payment processing
enhancements, including:
www.mekorma.com 888-MEKORMA
Mekorma MICR is updating itself once again.
Visit booth 636 at Convergence 2011!
Mekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRMekorma MICRCheck PrintingCheck PrintingCheck PrintingCheck PrintingCheck PrintingCheck Printing
xxixxixxixxixxixxi
and COMING SOONRemote Approval
Approve check batches from your mobile device or desktop
• Blank or Pre-Imprinted Check Stock
• Password Protected Signatures
• Collated Remittance Pages
• Automatic Check Copies
• Print Voucher Notes
• Easier Voucher Selection
• GL Distributions on check stub
• Built-In Check Format Configurator
• Unlimited Number of Formats
• Unlimited Number of Checkbooks
spring • 2011 Contents
In EvEry IssuE 11 On the Home Front 13 Events 14 News 34 Word-A-Ganza 61 Find the Logo Contest 88 Caption Contest and Results 93 The List
TPC dEParTmEnTsLeadership 16 The Entrepreneurs’ Corner 28 Forget Cake Day 72 Your Colleagues are Your Family, Deal With it
Sales 18 Making it Count 76 Time to Go to the Cloud? 80 When to Ditch the Elevator Speech
Marketing 22 First Impressions: The Little Things Count 68 Are Your Customers Collecting Dust? 78 Six Tips to Keep Your Marketing on Track
usEr grouP dEParTmEnTsAXUG 37 Direct from AXUG 38 Tips and Tricks 40 User Profile: Vitamix 42 News & Events
CRMUG 45 Direct from CRMUG 46 Tips and Tricks 48 User Profile: Greenstone Farm Credit Services 50 News & Events
GPUG 53 Direct from GPUG 54 Tips and Tricks 56 User Profile: Tampa Port Authority 58 News & Events
NAVUG 61 Direct from NAVUG 62 Tips and Tricks 64 User Profile: Seventh Generation 66 News & Events
FEaTurEs 24 TPC Interview: Microsoft Dynamics Community Team
32 Inside Scoop: User Group Academies 83 ISV Profiles
91 Member Profile: Martin and Associates
User Profile: Tampa Port AuthorityUser Profile: Tampa Port Authority
User Profile: Seventh Generation
A publication dedicated to building a community for Partners and Users
Spring 2011 5
On the Cover…
The first person documented to have used the emoticons :-) and :-(, with a specific suggestion that they be used to express emotion, was Scott Fahlmam. The text of his original proposal, posted to the Carnegie Mellon University computer science general board on September 19, 1982, was thought to have been lost, but was recovered twenty years later by Jeff Baird from old backup tapes. Within a few months, it had spread to the ARPANET (the early Internet) and Usenet. Many variations on the theme were immediately suggested by Scott and others. For the 411 on current emotions, visit http://en.wikipedia.org/wiki/Emoticon.
Illustration by Matt Mastrud for The Partner Channel®.
notes
The Partner Channel Magazine is published by TPC Publishing, a business unit of The Partner Channel®, Inc., with principal offices at 1045 Broadway, Fargo, N.D. 58102. All postage is paid from Fargo, N.D. If you wish to be removed from the mailing list, send your request, including name, business name, and mailing address to the above address, or to: [email protected]. If you wish to add names, the same directions apply.
The Partner Channel®, Inc. is an independent company and is not affiliated with Microsoft Dynamics® or any of its affiliates or subsidiaries.
This is a copyrighted publication ©2011, and all articles herein are covered by this copyright. All rights are reserved. Any use of the content for commercial reasons or any other form of reproduction of material herein is strictly prohibited without prior, written approval of The Partner Channel, Inc.
Most articles are submitted by independent industry professionals, therefore their views and opinions may not be those of the publishers. Inasmuch, TPC Publishing cannot be held responsible for any or all comments or information held within those articles.
This publication is printed in the U.S.A. by Forum Communications Printing.
The Special IssueSpring 2011
PublisherTPC Publishing
Editor-in-ChiefAndy HaferJenny Davis
Copy EditorKate Mund
WritersJenny Davis
Jasmine McNellis
Contributing WritersAdrianne MachinaBonnie Robertson
Charles GreenFrank Vukovits, Jr.
Janet LampertJennifer Culbertson
Joe MechlinskiKim Peterson
Michelle GlenniePam McGee
Patrick Collins Tracy FaleideTrish Boccuti
Art DirectorShawn Olson
Contributing ArtistsDave SwangJohn Holland
Mark ArmstrongMatt Mastrud
Ryan FritzScott ThuenSeth RexiliusTrygve Olson
Advertisement SalesJane Olson
Membership Program ManagerJasmine McNellis
There is only one resource that everybody gets in the same dose: time. What’s your relationship like with time? Do you find it in abundance or does
the lack of it haunt your dreams? This edition’s theme is “Making it Count” and I hope you’ll find some takeaways
to help you manage your precious resource, whether that be managing the working relationships you might never choose for yourself to learning new tips and tricks for or your Microsoft Dynamics® product to wondering if it’s time to go to the cloud.
I also want to call out that this magazine is a little different than past editions of The Partner Channel® Magazine. We’ve collaborated with Dynamic Communities, the managers of four user groups within the Microsoft Dynamics® community, to offer content for both Partners and Users. Check out page 11 to learn more about this endeavor.
That said, I’d like to thank Dynamic Communities for the collaboration, new advertisers for joining the ride, veteran advertisers for staying on the bus, contributing writers for continuing to share their genius within the pages of this magazine, and my team (Jane and Jasmine) for doing what they do best – taking care of business.
To making it count,
P.S. I’ve found one way to gain back time in your day. Watching a 60 minute show on Netflix only takes 42 minutes.Use the extra time to do some crunches or read to your kids. You’re welcome.
This label only applies to the text stock.
Spring 2011 7
E-mail: [email protected] Twitter: partnerchannelFacebook: The Partner Channel LinkedIn: The Partner Channel
Making it Count
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Contributors
Adrianne Machina
Bonnie Robertson
Pam McGee
Adrianne Machina is the chief velocity officer of Tornado Marketing, Inc. and an Authorized Duct Tape Marketing Coach. A huge Web 2.0 advocate, Adrianne’s marketing strategies and copywriting service help clients leverage the Web to bring in more leads and most importantly – more sales! Having worked in the Microsoft Dynamics® channel since 2000, Adrianne provides valuable insight into how to market complex solutions.
Bonnie Robertson understands big and small business. She’s worked for one of the biggest – Microsoft – and now runs her own consulting company. Bonnie’s been helping business owners and managers improve their businesses for 20 years.
Pam McGee is the principal of pMcGee Consulting and specializes in helping businesses get to the future instead of having their future get to them. Specialty areas that you can count on Pam for are building a culture, defining shared values, coaching, leadership, and basic HR practices. Pam has more than 20 years business experience, 10 years consulting experience, and strong leadership and management skills.
Joe MechlinskiJoe Mechlinski has specialized in working with high growth companies and their sales teams throughout the country for more than 10 years. With a proven track record, Joe teaches teams how to use emotional intelligence (EQ) vs. intellectual intelligence (IQ) to grow their sales. In addition, he helps companies create successful sales structures and developing winning environments to attract and retain top talent.
E-mail: [email protected] Facebook: adrianne.machinaTwitter: adriannemachina LinkedIn: adriannemachina
Michelle GlennieWith more than 10 years in the channel, Michelle Glennie has experience in business development, operations, marketing, and human resource management. As a consultant with The Partner Marketing Group, she has developed a broad knowledge of Partners, ISVs, and Microsoft. Michelle earned the 2007 Microsoft Distinction in Marketing Award while at Maximum Data, the first ISV to win this award.
Email: [email protected] Twitter: PartnerMktGrp LinkedIn: michelleglennie YouTube: www.youtube.com/user/PartnerMarketingGrp Blog: https://community.dynamics.com/blogs/thepartnermarketinggroup
Charles H. GreenCharles H. Green is a speaker and executive educator on trust in professional services and other complex businesses. In his firm, Trusted Advisor Associates, Charles works with officer and manager levels in organizations, and his clientele includes professional services, financial services, commercial real estate, technology, construction, and other businesses selling complex services, and internal consultative functions like IT, legal, consulting, and human resources. In addition to Trust-based Selling and The Trusted Advisor, Charles has been published in Harvard Business Review, CPA Journal, American Lawyer, Commercial Lending Review, Directorship Magazine, and Management Horizons.
E-mail: [email protected] Twitter: @charleshgreen LinkedIn: http://www.linkedin.com/in/charleshgreen
Patrick CollinsFor nearly 20 years, Patrick Collins has been listening carefully in order to transform complex material into concise and understandable copy. Before starting his own communications consultancy, Patrick was a senior writer for a global public relations agency and worked for Washington University in Saint Louis, the University of Wisconsin in Madison and the Northwest Regional Educational Laboratory in Portland, Oregon.
E-mail: [email protected]
E-mail: [email protected] E-mail: [email protected] Facebook: joe.mechlinskiTwitter: joemechlinski LinkedIn: revolutionizeyoursales
Jennifer CulbertsonJennifer Culbertson is owner of Looking Glass Marketing and specializes in working with Microsoft VARs and ISVs to build and execute marketing strategies that drive results. With her 18 years of marketing experience within the channel, coupled with her understanding of Microsoft Partner needs, she can help take your marketing to the next level.
E-mail: [email protected] Twitter: jennculbertson LinkedIn: jenniferculbertson1
Tracy FaleideTracy Faleide gained 20 years of experience in communications, project and team management, planning, and results-based execution by holding several team and strategy leadership roles at Great Plains Software and Microsoft. She is a writer and coach, helping clients tell their stories, establish confidence of purpose, and see things differently. Tracy and her husband, Dan, live in Fargo.
E-mail: [email protected] Facebook: tfaleideTwitter: tracyfaleide LinkedIn: Tracy Faleide
E-mail: [email protected] LinkedIn: Bonnie Robertson
Spring 2011 9
On the Homefront
If you read the cover blurbs (that’s the technical term for the text on the cover), and you’ve read The Partner Channel® Magazine before, you may suspect that there’s something different about this issue. You’re right.
The Partner Channel teamed up with Dynamic Communities (whom you may know better as the AXUG, CRMUG, GPUG, and NAVUG user groups) to create this magazine
for the users and Partners of the Microsoft Dynamics® community. The Partner Channel has produced a Partner-focused magazine since August 2004, and Dynamic Communities wanted a way to bring the medium to its user group audience, enabling users to have a truly “anywhere, anytime” experience that takes them away from the norm of reading e-mails, blog posts, and forums for valuable information.
Bringing the two communities together gives us the opportunity to share stories, new information, and best practices for each group in its own special section, all while they share the alpha and omega of a cover.
This collaboration is especially relevant since this magazine is launching at Convergence, the annual Microsoft Dynamics conference that brings together the user and Partner communities for learning, sharing, and networking. This magazine brings those same communities together on paper.
Hybrid vehicles are the rage right now, so consider this the hybrid of magazines. Here’s what makes this edition “The Special Issue”:
» Each user group from Dynamic Communities (AXUG, CRMUG, GPUG, and NAVUG) has its own section where you’ll find a letter from the director, tips and tricks from industry experts, a user profile, community news, and advertisements from ISVs who specialize in that user group’s respective Microsoft Dynamics product.
» You’ll find articles that apply to various facets of your business, are more role-based in nature, and focus on sales, marketing, and leadership topics. You’ll also find a couple of games to keep you busy if you’re reading the magazine on a plane or waiting for your kids to finish practice.
» A third feature of our hybrid is The List, a useful tool for users and Partners alike. Starting on page 93, The List from The Partner Channel is your tool for finding the solutions available from Microsoft Dynamics Partners. Review the various industry, horizontal, and service offerings available, and you may just find exactly what you’ve been looking for! The List is unique in that it shares only those solutions and services that work with the Microsoft Dynamics product line. We want you to spend time using the solution, not looking for it.
If after reading more about the user groups, you’d like to get involved, head to www.dynamiccommunities.com and select the user group (aligned with Microsoft Dynamics
You’re Holding a
Hybridproduct names) most suitable to you. Memberships are available for users and Partners, and involvement can help you maximize your software experience and get to know others in the Microsoft Dynamics community.
Conversely, if you like what The Partner Channel has to offer, turn your Internet dial to www.thepartnerchannel.com and check out our publication, event, and membership options. While our educational focus through the magazine and annual event is on Partners, The List is updated quarterly and is available to the entire Microsoft Dynamics community.
We hope that you enjoy this publication; let us know what you think! While we have the official feedback blurb (there’s that tech talk again) on page 92, it’s here, too:
» Partners – go to http://thepartnerchannel.com/magfeedback
» Users – go to http://DynamicCommunities.com/magfeedback
You can also send your feedback directly to us, via the contact information below.
We hope that we’ve accomplished our goal of bringing you something that you’ll enjoy reading, will keep handy, and will come back to now and again.
In the spirit of community, Andy Hafer President Dynamic Communities, Inc. [email protected] 877-324-8880, ext. 1499 www.dynamiccommunities.com Jenny DavisPresidentThe Partner ChannelJenny@thepartnerchannel.com701-526-3454www.thepartnerchannel.com
Spring 2011 11
It makes document capture easy, document delivery painless and sharing documents dynamic. Zetadocs for NAV is proven to streamline business processes, improve customer service,
save time, and reduce costs.
Contact Ryan Pollyniak for more information regarding Zetadocs for NAV or Zetadocs for GP. Telephone: 770.772.7201Email: [email protected]: www.equisys.com
Zetadocs for NAV is more than just a bright idea.
Zetadocs saves our Accounting Department approximately 20–25 hours per month and between $12,000–$15,000 per year.
Rich FranklinLaser Mechanisms
Upcoming Events…Going somewhere, but it’s not on the list? Let us know, and we’ll include it in the next issue! Go to www.thepartnerchannel.com/magazine under “Events” to submit details.
Events
April 2011
Rock-n-Rave
April 12Atlanta, GAwww.rock-n-rave.com
The Spot
April 12Atlanta, GAwww.thespot2011.com
May 2011
NAV Directions EMEA
May 11-13Berlin, Germanywww.directionsemea.com
TechEd North America
May 16-19Atlanta, GAwww.microsoft.com/events/ techednorthamerica
June 2011
AXUG Retail FOCUS Conference
June 13-14Irving, TXhttp://focus.dynamiccommunities.com
BI FOCUS Conference
June 14-15Irving, TXhttp://focus.dynamiccommunities.com
AXUG Manufacturing FOCUS
Conference
June 15-16Irving, TXhttp://focus.dynamiccommunities.com
July 2011
Microsoft Worldwide Partner
Conference
July 10-14Los Angeles, CAhttps://partner.microsoft.com/ global/40018508
September 2011
The Partner Event
Date Coming!www.thepartnerevent.com
October 2011
NAV Directions
October 12-15Orlando, FL www.navdirections.com
November 2011
AXUG Summit
November 7-11Las Vegas, NVwww.axug.com
CRMUG Summit
November 7-11Las Vegas, NVwww.crmug.com
GPUG Summit
November 7-11Las Vegas, NVwww.gpug.com
NAVUG Forum
November 7-11Las Vegas, NVwww.navug.com
Spring 2011 13
Got news? Share it with us at www.thepartnerchannel.com/magazine under “News,” and we’ll print it in the Summer 2011 edition of the magazine.
Partner News
Altec Products, Inc., a leading provider of integrated document management and workflow solutions to small to mid-market companies, recently announced the release of doc-link version 2.7. The company’s flagship product, doc-link, provides seamless integration to popular mid-market financial accounting packages and allows for paperless processing of accounts payable, accounts receivable, sales order processing, and other accounting and non-accounting enterprise applications. The new release offers enhancements that improve the user experience, as well as streamline and simplify the configuration and installation processes. All end-user functionality is now consolidated in the doc-link Smart Client, featuring a modern look and feel with simplified indexing and automated triggers that streamline the movement of documents through workflow. Users can approve documents from e-mail on a mobile device, providing greater efficiencies and flexibility in workflow processes. Visit www.altec-inc.com for more info.
BTEK Software, Inc., a Microsoft Gold Certified Partner located in Phoenix, recently celebrated 32 years in business. Specializing in custom solutions and Microsoft Dynamics® CRM, BTEK Software has successfully developed and implemented solutions for customers in the government, financial, aviation, medical, retail, and legal verticals. The company goal is to assist Microsoft Partners in profitably delivering software products and services that will enhance the user experience. BTEK Software’s experience includes proficiency
in C# .NET, ASP.NET, C++, XML, JavaScript, Java, J++, HTML, XHTML, and Visual Studio .NET. For more information, contact Luanne McPherson at 602-426-9007 or visit www.bteksoftware.com.
DFC Consultants is excited to announce that Allen Phillips has been promoted to vice president of professional services. A Microsoft Certified Trainer, Allen had served as professional services manager since joining DFC Consultants in 2009. He has more than 20 years of experience in the software industry. Jamie Nelson joined DFC Consultants in January as a technical applications consultant. Jamie has more than 10 years of experience in the software industry and has achieved both the Microsoft Certified System Engineer and Microsoft Certified Database Administrator certifications. Jeff Wedel joined the company in February as a programmer. Jeff brings more than 10 years of IT experience. DFC Consultants, with offices in Fargo, Dickinson, and Bismarck, North Dakota, has been serving clients in a five-state region since 1989. Visit www.dfcconsultants.com for more info.
DynamicPoint has published a new whitepaper, “Best Practices in SharePoint Development for Microsoft Dynamics GP”. Almost every ERP and CRM software implementation can be supplemented with additional areas of functionality. Learn how SharePoint can provide enhancements to magnify the benefits of Microsoft Dynamics® solutions. This whitepaper specifically targets organizations interested
in extending the critical data within Microsoft Dynamics GP® with SharePoint® Portals, Business Automation and Custom Products that will help automate businesses and allow employees to collaborate in ways that save time, money, and frustration. Learn more at www.dynamicpoint.com or call 562-726-4396.
Encore Business Solutions is pleased to announce the release of Appreciation Pricing on their products. From the collective support of their Partners, they have been able to provide quality, reliable solutions to Microsoft Dynamics GP users for more than 20 years. By accomplishing what few have, they are showing their tremendous appreciation to their Partners’ continued business by not only reducing product pricing on some of their favorite modules, but also increasing their Partner margins. Contact [email protected] to learn more.
Experlogix, Inc., the leading provider of sales and manufacturing configurator solutions for Microsoft Dynamics CRM and ERP solutions, announces a significant customer win. Ammeraal Beltech, one of the world’s leading manufacturers of conveyor and process belting, has purchased 500 user licenses of the Experlogix Configurator for Microsoft Dynamics CRM and Microsoft Dynamics NAV after an intensive evaluation of several product configurator developers. Ammeraal Beltech will implement Experlogix to help its sales professionals create quotations faster and with greater precision. For more
14 The Partner Channel Magazine
information, visit www.experlogix.com or Microsoft Dynamics Marketplace, http://dynamics.pinpoint.microsoft.com/en-US/applications/Configurator-for-Dynamics-CRM-4294974483.
Metafile Information Systems launched its Microsoft Dynamics Partner program in October. Metafile reports significant early recruitment momentum among value-added reseller (VAR) and referral Partners and systems integrators to sell, service, and support its MetaViewer paperless ERP document management and workflow solution to Microsoft Dynamics users. Today, more than 15,000 financial professionals worldwide are efficiently processing more than 15 million paperless transactions per week with the MetaViewer solution. For more information, call 800-638-2445 or visit www.metaviewer4dynamics.com, www.metaviewer.com, or www.metaviewer.com/partners.
NetStandard, Inc. is pleased to announce a strategic addition to the company with the appointment of Beth Wobbema and Mario Reyes as channel sales managers. Beth and Mario are responsible for growing NetStandard’s myappsanywhere Reseller Channel across North America. NetStandard looks forward to the positive impact that Beth and Mario will have on the myappsanywhere team and its Partners who will be able to benefit from their deep channel and sales expertise – a great addition to “Clarity in the Cloud.” Visit www.myappsanywhere.com for more info.
Plumbline Solutions has expanded its service offerings into Microsoft Dynamics AX®. With the addition of the Microsoft Dynamics AX services, Plumbline
Solutions continues providing its world-class services around Microsoft Dynamics SL and Microsoft Dynamics GP. The company has been busy working with Sandler*Kahne Software to bring their eBanking Suite for Microsoft Dynamics SL to the Microsoft Dynamics AX community. Plumbline Solutions’ Microsoft Dynamics AX services are targeted towards Microsoft Partners/ISVs and include development of custom/ISV solutions, upgrading/converting existing ISV solutions, developer mentoring, testing services, documentation services, and technical support. Contact [email protected] or visit www.plumblinesolutions.com for more details.
Sandler*Kahne Software is excited to share what’s new for 2011. The eBanking Suite for Microsoft Dynamics SL® (CfMD) has more than 1,000 customers and now, some of the same value-add modules are available to the Microsoft Dynamics AX community: Positive Pay and Electronic Bank Reconciliation are now shipping. Advanced BankRec and Lockbox Processing are scheduled for release before April. Many Microsoft Dynamics AX resellers are excited about bringing the acclaimed EB Suite to their customers. The company reports that FIDO (The Data Retriever) is winning over Microsoft Dynamics SL users across the country. FIDO is a web-based Silverlight™ application that includes more than 100 predefined views into customer data and allows customers to create their own views, too. Check the website, www.sksoft.com, for the latest updates.
SBS Group has announced its acquisition of Omnios, a Chicago, Illinois-based Microsoft Dynamics® practice. SBS Group, a leading technology consulting firm, provides
accounting and business solutions to mid-sized companies. With more than 24 years of successful experience in providing business management solutions, SBS continues to build its market reach through strategic and organic growth opportunities in several major markets across the country. Visit www.sbsgroupusa.com for more info.
The Partner Marketing Group has added to its line-up of Microsoft Dynamics marketing services with “Dave Saves the Day”, an end-to-end video marketing campaign designed to help Partners sell more Microsoft Dynamics CRM. The appealing and engaging “Dave” videos demonstrate the power of CRM and are customized with a Partner’s contact info and call-to-action. Find out how to add Dave to your marketing initiatives at http://www.thepartnermarketinggroup.com/ dave-saves-the-day-videos.
Trinity, a world leader in providing distribution industry solutions for more than 30 years to the worldwide Microsoft Partner channel, is proud to announce that it will begin supporting the Americas and Caribbean with a dedicated sales, marketing, and administration organization. As of March 1, Trinity began meeting the needs of distributors and clients in the Americas and Caribbean with dedicated resources out of Tampa, Florida. They will provide seamless integration of powerful distribution industry solutions with Microsoft Dynamics GP, timely and knowledgeable support, and accurate billing of renewals. Trinity is committed to making this transition as smooth as possible while maintaining the service that can be depended on. Contact Trinity at 877-879-0983 or on www.trinitypartner.com.
Spring 2011 15
Leadership
Recently, I had the most amazing experience. I took my 7-year-old granddaughter to snorkel for her first time. Initially, she was frightened. At one point, I had to blow air into her face to get her attention. Once we worked out the breathing technique, we began to put our faces in the water to see various fish. There were a few here and there; she thought that was cool. There were a lot of people coming off of
commercial tour boats to snorkel in the same area. We had to have a way to compete and get the fish to come our way. I forewarned her to get ready for a real rush of fish. You see, we had the secret competitive advantage to draw the fish away from other snorkelers: frozen green peas. We put our faces in the water, and I released a handful of green peas. The fish swarmed
Bonnie Robertson
us, bumped into us, and swam around us; we were the envy of the other snorkelers. We at-tracted more fish than the tourist boats that went out with crackers and bread. The fish left them and joined our group! It was a fas-cinating first experience for her, and seeing it again through a child’s eyes was incredibly fun. Why did we attract fish away from the tour boats? After all, they do this for a living. We were just out there to have a good time. The lessons learned were:
1. We understood what attracted fish, and it was different than what the oth-er boats in the bay offered. You have to understand what customers really want, and you need to be a bit different than the rest.
2. Bread and crackers dissolve in the ocean water, plus they are bland in col-or. This is what everyone else uses.
3. Just because a boat drops you off, it doesn’t mean a school of fish is coming your way.
The attempt to attract a market is similar to attracting fish while snorkeling. You have to stand out from the rest, and you have to understand what “they”, the customers, real-ly want. Brainstorming teams, strategic task forces, innovation retreats, leadership devel-opment off-sites…all of these are desperate attempts to generate innovative strategies to “reach new customers”, create new business, and increase revenue. All of these attempts (mostly driven by consultants like me) lack the real source of innovation – the custom-ers themselves.
In my career, I have lost count of the num-ber of times I have participated or facilitated a team attempting to generate creative so-lutions and products that serve customers better than the competition. We research the competition. We conduct formal market research. We make assumptions about the customers. We go where other boats go; we assume they know something we don’t. We seldom, if ever, involve and engage custom-ers in the actual dialogue about their busi-ness issues and problems.
The channel of Microsoft Partners is always interested in customer needs. This is what has always made them unique in a world of lethargic attempts to genuinely care about the customers themselves. To-day the world and the marketplace have
The Entrepreneurs’ Corner
InnovationInnovationDoes
InnovationLook LikeLook LikeLook Like
GreenGreenPeas?
16 The Partner Channel Magazine
“We did it Right and Kept on Doing it.”
“We did it Right “We did it Right “We did it Right “We did it Right “We did it Right “We did it Right “We did it Right “We did it Right “We did it Right and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”
“We did it Right “We did it Right “We did it Right “We did it Right “We did it Right “We did it Right “We did it Right “We did it Right “We did it Right and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”and Kept on Doing it.”
Microsoft is a registered trademark of Microsoft Corporation in the United States and/or other countries.
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Microsoft Dynamics® GP
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changed. They will continue to change as increased customer knowledge will chal-lenge those companies that make only meager attempts to question their own assumptions about customers’ needs and wants. Most important will be the will-ingness to invest and swim away from the masses.
I have witnessed some of the best and the brightest of business schools and the oodles of experienced graduates who often miss the real source of innovation. We walk around it, we talk around it, and we attempt to pre-dict it. We insist we understand it. “It” is the amazing pulse of all innovation, the custom-er’s business rhythm and unique processes. How do we find it and make use of it for our business strategy?
» Ask. Sounds simple, but why do so many businesses miss it? Ask your cus-tomers that are loyal. Ask your poten-tial customers that did not choose you.
Ask customers that you would like to attract. What are their most nagging business problems? What are their fu-ture strategies? These answers can lead you to the true source of innovation.
» Focus. Hone in on customers that fit your target profile. Green peas do not attract sharks. Green peas do attract the fun kind of fish that delight a 7-year-old snorkeler. Know your market. Act with precision.
» Experiment. Watch. Listen. Experi-ment. Watch. Listen. You get the process. Green peas are something I learned about after years of snorkel-ing and diving, and not because I am smart enough to know what attracts a variety of bright-colored, friendly fish. The only way I know about green peas is by experimenting with the fish and through the advice of those who had gone before me.
» Listen. Listen, listen, listen to those who have been there. I did not invent green peas for a good snorkeling expe-rience. A very seasoned snorkeler gave me the tip a few years ago. Success is worth the study and the advice of those who already “understand”.
Microsoft Dynamics® Convergence is a unique opportunity to gain a greater under-standing of true customer needs, wants, and innovative responses. The interaction with customers provides a win/win for everyone involved. Making the best out of the event means to:
» Ask » Focus » Experiment » Listen
These strategies, as simple as they may seem, are crucial to understanding the heart of innovation. Following this process can lead you to the “green peas” of your customers.
Spring 2011 17
Joe Mechlinski
When the 112th Congress was sworn in earlier this year, many representatives entered the Capitol with something up their sleeve. Measuring a mere 3.25 by 6.25 inches is a pocket copy of the U.S. Constitution, and it’s becoming as much as a must-wear accessory to government officials as a clearance badge or
an American flag lapel pin.According to an article published in The Wall Street Journal (“They Don’t
Leave Home Without It: The Constitution as Political Pocket Protector,” Janu-ary 6, 2011), this text-toting trend is rooted in symbolism but more impor-tantly in substance. For most of us Americans, the 224 year-old document is the framework of our country’s foundation. For lawmakers however, the Con-stitution is the mission statement of their employer. Recent criticism of the U.S. Government from its clients – American taxpayers – has fueled a grassroots revolution to reevaluate all elected officials and hold them accountable to their promises and their purposes. While it’s only the beginning of their terms, law-makers seem to be taking this message from the masses to heart by returning to the most important story ever written in this land of the free and home of the brave. The Constitution is our tale of how unprecedented courage and a relentless sense of independence formed one nation under God with liberty and justice for all. It serves as our original purpose in uniting as states and our ongoing guide as individuals living out the American dream.
Similarly to the identity crisis in Congress, the recession rocked the core of many companies in the private sector. Microsoft Partners in particular might have felt a frustrating lack of stability as the economic climate made the mar-ketplace incredibly unpredictable for the IT industry. Some days, the signs looked good for businesses building up their technological infrastructure. Oth-er days, the signs were so brutally bleak that it seemed every computer-related cost would be cut from our clients’ budgets indefinitely.
All that said, we’ve made it up to this point, and just like the United States of America on the whole, we Microsoft Partners are going to survive, and we are going to continue to succeed beyond the expectations of our enterprises.
To ensure such an outcome, we must take one of the most powerful lessons learned over the past few years and put it to practice with every prospect we go
after, every deal we put out on the table, every interaction we undergo, and every client ex-perience we create. We must make it count.
On the surface, making it count is partly what we do and how we do it. To members of Congress, it might amount to represent-ing their constituents’ voices and passing laws that promise protection and prosperity. For us Microsoft Partners, it might amount to fulfill-ing our clients’ software needs and equipping their businesses with the best tools for effi-ciency.
Truly making it count invokes something deeper though. That “something” is best defined by our mission statements, our pur-poses, and our stories. A business’s exis-tence is not propelled by revenue alone, nor is its team motivated solely to churn out customers. We are all invested in a higher value, and companies that communicate their greater goals to their teams, who then spread that spirit to their clients, can create better experiences for all parties involved and even the broader community.
Take Microsoft itself as an example. Sim-ply stated, the corporate leaders define the company’s purpose as: “At Microsoft, our mission and our values are to help people and businesses throughout the world realize their full potential.” It’s not just about equip-ping every human being with Windows. It’s more about Microsoft equipping every hu-man being with windows of opportunity.
CountMaking It
Sales
Making It
18 The Partner Channel Magazine
Illustration by Dave Sw
ang for The Partner Channel
Spring 2011 19
We further believe that we can make an incredible difference in delivering our prod-ucts, services, and talents to clients who can then go on to make an incredible difference in delivering their products, services, and talents to the rest of the world. This is one way to look at making our work count.
Three-time World Heavyweight Champ Muhammad Ali, an expert on making his work count from one to 10 at least, notably said: “Don’t count the days. Make the days count.”
Former President Jimmy Carter, a leader whose work intrinsically counted on mak-ing differences in the world, said: ““I have one life and one chance to make it count for something.”
We can’t be sure what exactly it was that inspired the great boxer or the 39th President to commit themselves to making it count, but it was most likely more significant than a spot in a boxing hall of fame or a favorable approv-al rating. That was just the tip of the iceberg when it came to seeking out their success.
In a memorable scene from “Titanic,” Jack Dawson (played by Leonardo DiCaprio) is promoted to first-class for a dinner with the rich and famous. Sitting there in his bor-rowed black tie ensemble, he enlightens his more prosperous peers about the way he lives his life: “I mean, I got everything I need right here with me. I got air in my lungs, a few blank sheets of paper.” Rose DeWitt Bukater (played by Kate Winslet) salutes the purpose of life which he had verbalized for himself by raising her glass in a toast: “to making it count.”
As we all know, the Titanic would soon after sink, but one could probably argue that Jack and Rose lived more in that short du-ration than some of us live in a lifetime. In Microsoft terms, they used what they had to make each other realize their full potential, and the legend of this love would have us be-lieve the course of history was subsequently changed for the better despite the disaster.
Sure, it’s just a movie, but it makes for a meaningful metaphor. There are some di-sasters of which we will never be able to steer clear. Certainly no business or government went completely unaffected by the global recession. But even among those who lost, the ones that learned how to make it count will have the most to gain as the economy re-bounds. These businesses and government officials have come to a greater understand-ing of how important their purpose is, and therefore will put forth a more meaningful effort in creating a better client experience or constituent existence. For us Microsoft Partners, making it count in every aspect of our work – from proofreading paperwork
to celebrating milestones with our longtime customers – will inevitably equip the world to realize its full potential and prompt hu-manity to themselves make it count.
Many members of the 112th Congress have elected to carry around the Constitution of the United States of America as a reminder of their mission and as a motivator to make it count with each and every aspect of their work in creating the best experience for their constituents and their communities. What will you carry around to remind you of your mission with Microsoft? What will motivate you to make it count in each and every aspect
of your work to create the best experience for your clients, and ultimately, the world? We suggest you start with the story of the unique Partner company that you are and the busi-ness you strive to become.
Joe Mechlinski and the entreQuest team have witnessed powerful turnarounds in the com-panies they’ve worked with to rewrite and reintroduce their stories to their teams and target base. Even during the darkest days of the economic downfall, learning how to make it count always proved profitable. For more information, contact Joe at 410-336-7832 or
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20 The Partner Channel Magazine
What’s the first impression that you want people to have of your business? Do you want people to think you are smart, organized, and efficient? Is that what people see?
Take a good long look around your office. If you were coming in for the first time, what would you see?
Now go to your website. What would you see there? Are you paint-ing yourself in a favorable light?
Now take a look at your business cards and printed materials. Are they still current?
We all get very comfortable in our surroundings – so comfortable that we stop noticing the things in our environment. I’m reminded
of this every time my mother comes to visit. She immediately notices anything out of place. “Perhaps the kids should come in the back door so they can kick off their shoes there.” Meanwhile I’ve been deftly side-stepping the shoes for weeks, not even thinking about doing things any other way. Tripping over my family’s shoes is definitely not creat-ing the first impression I’d like to make to a new visitor. The shoes were literally getting in the way of my visitors feeling warm and welcomed!
One client I was working with had a similar problem. They had a polished, professional-sounding voice mail system – that sent people in circles. It was nearly impossible to get a hold of a real live human being unless you knew someone’s direct extension. No wonder they
Adrianne Machina
First Impressions
The Little Things Count
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22 The Partner Channel Magazine
oIs the logo on your building or door clean and current?
oDo you see any paint cracking or peeling?
Then come inside:oIs your lobby welcoming? oAre your chairs comfortable?oAre your magazines current?oHow could this first impression be
improved?
now walk Through The hallways:oAre the hallways clear?oIs the artwork hanging straight? Do you
still like it?oDo the carpets need to be cleaned or
replaced?oAre the walls getting scuffed?
Peek inTo offices:oIs business casual becoming sloppy casual?oDo people need reminders to straight-
en up their offices a bit?oDo you need to order new logo wear,
coffee cups, or other branded items?
call inTo your voice mail:oIs your welcome message welcoming?oDoes the message still “fit”?oIs it easy to get to the right person or
department?
weren’t getting the sales results they hoped for! People couldn’t easily connect, so they just moved along to a different provider.
If you’ve become blind to the first im-pressions people have of your business, ask friends, employees, and Partners for help seeing what you don’t see. It may be difficult for them to provide critical feedback, so pay close attention to what they say – and don’t say. If you find you have grown just a little too comfortable in your surroundings, then it’s time for some spring cleaning.
Getting StartedTo me – a perpetual organizer – there’s
nothing better than having a clean desk, so that’s where I always start. Once I have my desk cleared, I take out a fresh piece of paper and start a list. You may not be able to com-plete your list in a day, but if you designate a little time every day to cleaning out the old to make room for the new, it won’t be long before you notice the benefits.
sTarT ouTside your office building:oAre the grounds appealing? Flowers
planted, hedges trimmed?oDo you have designated space for visi-
tor parking?
oIs someone promptly answering the general mailbox?
look aT your websiTe:oIs your contact information prominent-
ly displayed?oIs your product and service informa-
tion current?oIs your site visually appealing?oIs it easy to navigate?
review your markeTing maTerials:oDo people know what you do from
looking at your business cards?oAre your materials easy to read?oDo you see anything that’s outdated or
confusing?
In Malcolm Gladwell’s book “Blink”, he discusses how decisions are made in an in-stant – on gut feel – on instinct. People are wired to gather information almost instanta-neously. They read between the lines looking for incongruity. That’s why it’s incredibly im-portant for businesses to continually improve that first impression. Get your team on board to make that first impression count!
Adrianne Machina is the chief velocity officer of Tornado Marketing. Visit her site at www.tor-nado-marketing.com to grab free tools and tips!
Spring 2011 23
Interview
The Partner Channel (TPC): What new and exciting things are you doing for customers and Partners this year?Craig Dewar (CD): The most interesting thing is the site update that was released this past October. The community site first launched three years ago and this past October we launched our first redesign of the whole site experience. The cool thing about this was that the redesign was strongly driven by the community members and all the feedback we have collected over the years.
TPC: Tell me about some of the features incorporated into the redesign.CD: One feature came from working closely with Dynamic Communities, the managers of the AXUG, CRMUG, GPUG, and NAVUG user groups. We integrated their online user group experience with the Community website so that when people log into the user group site, they automatically join the Community site giving them one less place to have to login and visit.
Another addition is the “Ask the Community” feature, which is especially for non-technical users. In the past the forums could be challenging. Now we have a big box on the home page where you can enter your question and the search engine will look through all the posts that have been submitted – ever. If you don’t get the answer you’re
Community teamThe Partner Channel sat down with the masterminds behind the
Microsoft Dynamics® Community website (http://community.
dynamics.com) to learn more about what they’re up to three years
into the project. Though the success of this site is attributed to its
many contributors, Craig Dewar, Andy Leapaldt, Nick Hoban, and
the rest of their development team have a clear vision for how they
will continue to build the Microsoft Dynamics community in this
virtual environment.
24 The Special Issue
looking for you can submit your question for people to answer.
A third investment was around adding videos to the site. The importance of user-generated video has become much more important and now our community lets us bring in YouTube channels to drive up people’s engagement. Andy Leapaldt (AL): With regard to the “Ask the Community” site, the amount of questions that receive answers is up and the number of net new questions is down. We view that as good thing and that people are finding answers on the site without having to ask a new question. Nick Hoban (NH): As Craig mentioned, we’ve added a video component. We’re now starting to work with the Microsoft Dynamics support team on creating videos that answer questions that come in frequently through the “Ask the Community” feature, so that in addition to reading about the solution you can actually see it in action.
Another feature is that if a managed customer posts a question and it’s not answered within 48 hours, a support engineer steps in and answers that question.
TPC: Who, or maybe which demographic, is most active on the Community site?CD: It comes down to individuals who are really passionate about engaging. One of the neat things about the community is that it’s a blend of customers, Partners, and Microsoft team members. Our first design goal was to create Convergence 24-7, with networking, tech support, learning, and the opportunity to be part of the greater community. AL: In terms of content and blogging, we have guest columnists ranging from Microsoft Dynamics executives to product marketing teams to the sales field to people in the community. We have them select a topic and focus around that, which is a deeper dive than just a blog. We want information to come from across the community, not just Microsoft.
TPC: When people join the Community website, what do they do first?CD: it’s an interesting question, as most of the Community website is available to people who don’t have to sign in. You can read all the content without signing in, and we have more than 100,000 people a month who come to the site and participate that way.
The minute you want to post content, you need to sign up for an account. Key points drive people to sign up for an account: I want to ask a question, I want to answer a question, or I want to network with somebody.
In general we find that having lots of people involved works pretty well. We’re getting close to having 55,000 profiled members (anticipated for April 2011). We get 50-100 new users every day, and they’re only coming to the site because they’re finding value.
TPC: How do people most often find the Community site?CD: The first way they find us is through search engines. Because we have three years of highly relative Microsoft Dynamics and functional business content, we show up extremely high in organic search. A majority of people are looking for help or researching products to buy.
The second way they find us is through Connect, which is the functionality built into the latest releases of Microsoft Dynamics® GP, Microsoft Dynamics® NAV, Microsoft Dynamics® AX, and Microsoft Dynamics®
CRM. We display a gadget on the user’s home page so they get content that’s specific to their role and Microsoft Dynamics product. If they click on the gadget, they’re directed to the Community website.
TPC: What do you recommend for a person who wants to get involved as a guest columnist?CD: There are a set of guidelines for accepting new contributors, sort of like an interview process.AL: We also keep our ear to the ground and often reach out to people who are providing content currently on their company’s website or personal blog. NH: From a blogging perspective, there’s a little bit more of an open door. We have a number of people each month who request to have their blog linked to the Community site. One stipulation for us accepting their blog is that it needs to be focused on business and a specific Microsoft Dynamics product line so they can gain a following.
TPC: How do you take your feedback for site redesigns?CD: Anyone can leave feedback at any time on the site. We also send out specific standard usability surveys, and then there is the far more scientific study where we get users in a room and do usability studies. One of the initial website design principles was to be community driven and take as much of the community’s feedback as possible.NH: Once example of that is the forum
We’re now starting to work with the
Microsoft Dynamics support team on
creating videos that answer questions that
come in frequently through the
“Ask the Community” feature...
Spring 2011 25
search. Previously you could only search the whole database. Now you can filter by product line to search for very particular information. This is something that we never had before , but our community asked for it and we made it happen. CD: Another thing we did based on feedback was to connect the Community website to CustomerSource. Many of our customers are on an enhancement plan and have access to CustomerSource, but not everybody uses it.
Now if you have an existing CustomerSource account and you sign into the Community site you’re also signed into CustomerSource and you can view information that previously would have only been in CustomerSource. In the future we’ll add a new capability that’s even smarter. We’re working on a feature where if we have your company name, we’ll be able to create a profile on the fly to make it easier for you to engage with the website.
TPC: What’s the greatest challenge to working on this type of website?NH: The biggest challenge is finding content. AL: Nick’s right. Content is the piece that keeps people coming back. As Craig mentioned, the site is open to everybody, so we want to have content out there that’s relevant to both prospective and current customers.CD: Another challenge is maintaining focus. As I said before, the original goal was to create Convergence 24/7/365. Now that the site is so large and reaches such an audience, our team has the opportunity to reach more people each month than any other site in Microsoft. Finding the right focus and balance so we’re staying true to our goal is what made the site successful in the first place.
TPC: What’s the greatest reward in working on this site?AL: Traffic is up month over month, and we take that as people like what we’re putting up there. Also, the large number of people getting help in the forums is something that I think is pretty cool.NH: It’s always great to meet people that get the help they need from the site. I like having the opportunity to meet with customers at Convergence and user group events and
I like having the
opportunity to meet
with customers at
Convergence and
user group events
and finding out how
the networking,
blogs, and forums
help them.
finding out how the networking, blogs, and forums help them.CD: I’d sum it up in two words. Value, since we have more people come to the site every month and it’s helping them become more efficient and effective in their business, and scale. While at Convergence you can have conversations all day, but at the end of the event you’ve maybe spoken with 50 to 100 people. The Community site allows us to scale and help thousands of people.
26 The Special Issue
Pitch thethe paper clips.
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AX • GP • SL • NAV
Booth #201
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28 The Special Issue
QBQ! The Question Behind the Question” by John G. Miller es-timates that, on average, 30 per-cent of the workforce is disen-gaged because they do not have
strong relationships with their manager and teammates. The book also calculates that, based on an average salary of $30,000 and 50 employees, if 15 of those employees don’t feel connected to their workplace “commu-nity”, the average cost in lost productivity (based on salary) is $450,000 a year. Creat-ing strong relationships not only engages employees, but it also saves the company money. However, relationship management/creation in the workplace is often surround-ed by myths.
Myth #1 is when well-intended com-panies choose to create “feel good” events for their teams in the hopes that the events will result in a stronger sense of team. For
Create an Environment that Fosters Strong Relationships
Pam McGee
example, they sponsor a monthly “cake day” to celebrate all the employee birthdays in a given month. Such events are not at all bad; however, they are meant for socializing, re-connecting with established relationships, and just taking a break. They are not intend-ed to build strong relationships. Think about it: did you ever meet your “best friend” at work through a cake day? I would argue that you probably called your “best friend” at work to go to cake day but didn’t meet and magically establish that “vital” relationship over a piece of cake in the lunch room.
Myth #2 is that strong relationships re-sult from working with people “like me”. “I like me”, so why wouldn’t I like someone who is like me? What often happens in “like me” situations is that you all want to do the same work and end up stepping on each other and/or arguing over who gets to do what. If you have a diverse set of talents and thinking
on your team, the work can be distributed accordingly. Working on a team of “like me” individuals may be rewarding in the begin-ning as there is a feeling of connection and similarities; however, too much “like me” gets in the way of good decisions and causes employees to argue over who’s doing what.
Myth #3 is that you need to do “team building”. Team building events are very fun (for some) and can enable people to do things they wouldn’t normally do together (like go-ing bowling or taking a high-ropes course or cooking a meal); however, that event is very short lived if the team is not connecting on a daily basis. You may learn some interest-ing things about your colleagues, but it will certainly not create a sustainable working relationship on its own accord.
So if the “traditional” ways of building team relationships do not work, what does?
The #1 way to achieve strong team rela-
“
CakeDaYforget
Spring 2011 29
tionships is to hire people with a high emo-tional intelligence (EI). People with a high EI are capable of managing themselves and fostering relationships in others. This is a foundational requirement as it is very dif-ficult and almost impossible to establish a relationship with someone who has low EI.
The #2 way to build strong working rela-tionships is to create a common connection among the team. More often than not, that strong unifying connection is because of a compelling vision that employees under-stand and actually believe they impact and/or a strong, shared commitment to deliver stellar customer service, both internally and externally.
The #3 way to build strong relationships at work is to ensure each person is treated differently. If you try to treat everyone the same, someone will be perceived as the fa-vorite, and that will rip a team apart. For example, if someone wants to work from home because she has small kids – and she can get her work done at home – let her. It is not true that if “I let Johnnie do it, I have to let everyone do it.” Not everyone is going
to want to work from home with their small children. Trust me.
The #4 way is to ensure an adequate and fair process to secure and distribute resourc-es. If some have and some have not, that can drive a wedge between people. Few people feel they have “adequate resources” to do their job; however, if one team is given all the cool technology and the other is not, that simple decision, right or wrong, can build resentment instead of relationship.
The #5 way to build strong relationships is to ensure that people have passion for seeing others succeed. This is not in a martyrdom way; however, it has to be okay to “cheer” each other on. The team needs to truly be-lieve that because one person gets ahead doesn’t necessarily mean that another is left behind.
The #6 way to build strong relationships is to engage in the total person, not just the work person. One of my clients recently said he could tell which managers on the employee survey would score the highest based on a few questions: Do they know which employees have kids? Do they know
the names of their spouses? Do they know where they grew up? The point is that if you know the “people”, not just the job they per-form, there is more “sticking” power for a relationship.
Lastly, the #7 way – equally important to emotional intelligence – is that leadership needs to model strong relationships with their peers and their team. For example, one company I am working with is strug-gling with the silo epidemic: each team is out for itself, and employees are out for themselves. It was interesting to find that at the management level, there were no solid relationships across functional lines; only a fierce sense of competition. Just like being a parent, your children are going to model your good and your bad behavior.
To build strong relationships, companies need to spend some time on the fundamen-tals of relationships: emotional intelligence, common connections, unequal treatment, adequate resources, unselfishness, person-centered over employee-centered, and strong role models. Then and only then can they have their cake and eat it, too.
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30 The Special Issue
