A few episodes ago, I talked about a company’s epic failure in customer service. I’m continuing that story with its next installment. What is the difference between a dental office and a dental school? Don’t they both deliver dental services to their patients? Yes. What is different? Well, the desired outcome – the agenda – is different. This is where the POM (Purpose-Outcome-Method) tool comes in very handy.
We all have agendas. When we’re more transparent around our own desired outcomes, we’re more likely to achieve success. Problems occur when the outcome – the agenda – is hidden.
What is your agenda?