Episode 159 – What is the agenda?

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? Other podcast episodes referenced:  Failed customer service and Are you purpose driven?