Patton Associates S-M-A-R-TBriefing™

Assisting you to release your full potential by enhancing your people skills and team customer service!

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Location: Toronto, Ontario, Canada

I am a people development coach and consultant ...The People Development Guy. I specialize in facilitating customer service-related human relations / people skills training programs that are powerfully effective cross-generationally. As well, I consult to organizations in the people development field. I also work with individuals coaching professionals & leaders in becoming better at what they do. I also teach part-time at York University in Toronto. To re-create, I love to hike, ride my bike, and explore good books. I also avidly read health labels!

Wednesday, August 31, 2005

The Foundations of S-M-A-R-T™ - -Vol. 10, August 2005

I use the acronym S-M-A-R-T™ often in my work as a customer care specialist.

It is a fairly common expression …except for my trademark. S-M-A-R-T is used in their work by such major organizations around the Gretater Toronto Area as The Town of Markham and the YMCA.

In my usage, the letters of the S-M-A-R-T™ planning tool stand for:
S pecific - M easurable - A cceptable - R ealistic - T ime-dated

What is uncommon in my usage and why Patton Associates’ S-M-A-R-T™ is trademarked is because I use a second set of the same initials. This second set is where the emotional power resides. This is what drives the cerebral logic of the first set of nouns. People are persuaded by emotion, not logic. And emotion is missing in most applications of the S-M-A-R-T tool that I have seen during my 25+ years of coaching and consulting in the people development field.

I also have a philosophy which under-girds my planning approach. It also is S-M-A-R-T™. When I am called in by organizations to train and coach their staff, I teach that for something to be truly S-M-A-R-T™, it must produce a:
S uccessful response, giving
M eaningful results, using
A ccurate metrics, requiring
R igorous follow-through, in a
T imely framework.

Here’s your customer service people skills S-M-A-R-TTip™: Work S-M-A-R-Ter™ not harder in leading your people and delivering your customer service. Remember, leadership, not just management, and providing quality customer service are moment-to-moment choices. And life is an unending series of choices. How can I help you lead and serve S-M-A-R-Ter™?

Now It's Your Turn! What do you think and how do you feel about using S-M-A-R-T™ to set goals or solve your problems? Please share a way you work S-M-A-R-Ter™ in what you do? (My 'Comment Section', in which you can share anonymously, will open to you when you click on "Comments" immediately below this post.)

Until next time, how can I help you? (You can contact me by clicking here. Also, contact me directly to be added to Patton Associates’ S-M-A-R-TBriefing™ Mailing List.)

With our compliments and permission to reproduce, without change, including the following:

© Copyright 2005 Gary Patton,, People Development Coaches & Consultants
“Specialists in coaching professionals to success in the people side of team customer service.”
142-26 Livingston Rd. Toronto ON M1E 4S4 CAN Tel: 416-264-4633