Welcome!

Gary F. Patton
People Development Coach & Customer Care Specialist

You'll find below some examples of my monthly Newsletter.

Please contact me if you'd like to receive S-M-A-R-TBriefing regularly.

"Boomers and Gen ‘X'" -- - Vol. 10, September 2005

My S-M-A-R-TBriefing™ this month, for a break from my thoughts, takes the form of an article written in 2003 by the bestselling, advertising guru Roy H. Williams. Roy is best known as the "Wizard of Ads".

His article delves into that confusing subject of the intergenerational differences between people we meet each day and why we think the way we do.

Now, here's the Wizard ...

"The legendary Richard Feynman, winner of the Nobel Prize for physics, was unlike other physicists in that he didn't consider the truth to be viewable only through the micro-lens of current conditions. In fact, he laughed at the naiveté of such a perspective, saying, "Physicists like to think that all you have to do is say, ‘These are the conditions, now what happens next?'’"

"You haven't been thinking that way, have you?

"Consider the following terms: (If you've never heard of the first two, it's because I made them up.)

1. "'The Marketing Telescope': a perspective that reveals the "big-picture" future of the marketplace over an extended period of time, usually 2 to 10 years. The Marketing Telescope does not predict short-term increases or declines.
2. "'The Marketing Microscope': a short-term analysis of what is happening right now and an explanation of why it's happening. But the Marketing Microscope is an extremely dangerous lens for predicting the longer-term future. Day-traders use a Microscope to choose the stocks in which to invest; Warren Buffett uses a Telescope. Who do you suppose makes more money?
3. "'Baby Boomers': The generation that has directly or indirectly controlled the US economy for the past 40 years. Baby Boomers are generally considered to be those who were born in the years immediately following WW II (1946-1964.) Consequently, Baby Boomers range in age today from 39 to 57 years old.
4. "'Gen Xers': The children of the Boomers, Xers are much less concerned with achievement and status than were their parents. Consequently, they dislike hype and pretense in all its shapes and sizes. "Austin Powers," the British spy-movie spoof, is a classic statement of Gen Xers' quiet disdain for what they perceive as the artificiality of the previous generation. Xers range from 27-38 years old.

GenYs, now about 17-27 are today's young adults. Depicting them on prime-time TV are Benjamin McKenzie, Mischa Barton and Chris Carmack (as Ryan, Marissa and Luke) in 'The O.C.'

"Analysts who have been monitoring the decline of traffic at the Disney theme parks and the downward trend of McDonald's Hamburgers have been looking through the lens of the marketing microscope and asking, "Was it 9-11? Is it health concerns?" But if you peer through the telescope, the answer becomes suddenly clear:

"Baby Boomers grew up with Mickey and Donald and Goofy when these were state-of-the art entertainment, so they grew up and took their kids, the Xers, to Disney World. But those Xers grew up with a whole host of characters, cartoons and movies that were more impressive than Cinderella and her gang, so they don't have the same feelings toward Cinderella's Disney castle. And is a generation that detests artificiality and pretense likely to take their kids to McDonald's?

"Did you notice who was a major advertiser during the NFL Playoffs this year? Subway, the sandwich company championed by Jared, an unslick, "regular guy" who is staggeringly average in every way.

"People who prefer the lens of the marketing microscope believe that the telescope view is overly simplistic and I'm not denying that it is. But just as one of your eyes is dominant when focusing on things far away and the other is dominant when looking at things which are near, you must look through both marketing microscope and telescope if you want to see the full depth and width of the truth.

"Have you been monitoring current conditions in the hope of forecasting the future? Add to that perspective a peek through the 'big-picture' lens of the marketing telescope and things should become startlingly clear."

© Copyright 2003 Roy H. Williams

The above is from the newsletter called “A Monday Morning Memo”. It is published weekly by the The “Wizard of Ads”. You can subscribe here.

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

Gary Patton, PattonAssociates.ca, 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: 416-931-7048 http://PattonAssociates.blogspot.com Mailto:Gary@PattonAssociates.ca

Now It's Your Turn! What strikes you most about what the Wizard shares above? What causes you the most confusion regarding the broad, generational mix in our current society? (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. Check other samples in the index in the sidebar on your left.)

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, PattonAssociates.ca, 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

http://PattonAssociates.blogspot.com
Mailto:Gary@PattonAssociates.ca

"1st Rate Customer Care" - Vol. 10, July 2005

A Team of researchers at Texas A&M University many years ago established what they called ‘The Five Determinants of Service Quality’.

Up to the present age of e-Commerce, these five determinants of what customers need to remain loyal to any organization continue to prove true in survey after survey.

When you consistently practise the Five Determinants of Service Quality, you and your organization will become a ‘First Rater’ in customer care. You will find the determinants easier to remember and put into practice by using the acronym*:
R eliability …Doing the job right the first time!
A ssurance …Demonstrating trustworthiness in all that you do!
T angibility …Demonstrating your quality in everything physical the customer sees!
E mpathy …Demonstrating that you really care about your customers!
R esponsiveness …Reacting promptly and always under-promise and over-deliver!

Here’s your customer service people skills S-M-A-R-TTip™:

Become a '1st Rater' in all aspects of your customer care …no matter how or whom you serve. Teach your staff to do the same. When you do, you will stand out from the pack. You will retain the loyalty of the customers you have and not have to waste money attempting to attract replacement ones. Plus you will earn your customers’ repeat referrals. You will not only survive but also succeed in our global economy. Remember: providing quality customer service is a moment-to-moment choice. And life is an unending series of choices.

* This acronym was created by Ms. Susan Fullerton, Manager, Cosmetics Department, Shoppers Drug Mart, in Hamilton while participating in our Customer Service Excellence program in 2001.

Now It's Your Turn!: What do you think and how do you feel about the '1st rater concept'? Please share with me and my readers how you typically demonstrate one or more of the five determinants of superior customer care to your customers. (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, PattonAssociates.ca, People Development Coaches & Consultants

“Specialists in coaching professionals to success in the people side of team customer service.”

142-26 Livingston Rd. Toronto ON CAN M1E 4S4 Tel: 416-264-4633 E-Mail: Gary@PattonAssociates.ca

"Pushing Too Hard" - Vol. 10, June 2005

A long time ago, an Emperor told a subject that he would give him all the land area he could cover riding his horse. The man quickly jumped onto his horse and rode as fast as possible to cover as much of the Emperor’s land as he could. He road without stopping, whipping the horse to go faster and faster. When he and the horse became hungry and tired, he still did not stop. He wanted to cover as much area as possible.

Finally, the horse and his rider came to a point when they could go no further. They both collapsed, exhausted and close to death. The horseman asked himself, "Why did I push myself and my horse so hard? I covered a lot of territory that is now all mine. But, I’m dying and I only need a small plot in which to bury myself.”

Too many of us deal with our careers like that horseman. Often, we push too hard to make more or to gain more power or achieve greater recognition. We neglect our health, time with our family and friends, our spiritual life, the beauty around us, and the pastimes we love. Some day, we may look back and realize that we did not really need what we thought. But by then, it could be too late to turn back the clock and retrieve the truly important things we will have missed while addressing the 'tyranny of the urgent'.

Work is necessary to give us a sense of satisfaction and fulfillment. It also provides us with money so we may enjoy the beauty and pleasures of life that God has given us. But life is not just about making money, acquiring power, or getting recognition. And most would agree life is definitely not only about work!

Here’s your customer service people skills S-M-A-R-TTip™: Consider the suggestion that joy, not happiness, is the essence and a key purpose of life ...a primary aim of human existence. To maximize your joy, you are wise to clarify your life purpose and core values, define your priorities, and be sure about what you are willing to compromise. Life usually is lived to the fullest as a balance of health, family, career, friends, play, and spirituality. And only you can decide how you will harmonize these often-competing stressors. Your life is fragile. And it is short. Do not take its continuance for granted. Remember: providing quality customer service is a moment-to-moment choice. And life is an unending series of choices. Make wise choices, now, about what is important while you still can.

“Watch your thoughts; they become words. Watch your words; they become actions. Watch your actions; they become habits. Watch your habits; they become character. Watch your character for it becomes your destiny.”

Now It's Your Turn!: Can you sometimes relate to the 'seeker' in my parable? What do you think and how do you feel about what I have shared above? (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, PattonAssociates.ca, People Development Coaches & Consultants

“Specialists in coaching professionals to success in the people side of team customer service.”

142-26 Livingston Rd. Toronto ON CAN M1E 4S4 Tel: 416-264-4633 E-Mail: Gary@PattonAssociates.ca