7. May, 2019

Finishing the purpose topic for now ...

Purpose picture by https://pixabay.com/photos/purpose-intention-goal-mission-3959411/ 

Two PURPOSE posts last week, as it is a key topic in my company in the moment. There are good arguments for Pros and Cons as you could learn last week and you can even make jokes about it. A little bit difficult to explain as it is a combination of writing the word and the meaning in German.

See:  PURPOSE is not equal PURE POSE (the pure pose, just posing, not real or just fake). 

According to Simon Sinek: "The struggles we overcome as children become our strengths as adults." it all starts with the WHY - "The WHY is the purpose, cause, or belief that drives every organization and every person's individual career. Why does your company exist? Why did you get out of bed this morning? And why should anyone care?" -  https://startwithwhy.com/commit/the-science-of-why/ 

Using public transport on a daily basis, up to 1 hour each direction, brings me to asking WHY a lot of the times? I can understand that some situations cannot be planned or are just Force majeure, but the majority is daily business for a public transport service provider, so stop giving me excuses that sometimes even do not make any sense 🤒.

What could be the purpose of a public transport service provider? Make a guess ...

  1. Make the most money with least effort, as long as the requested service levels are met and the customer complaints and public opinion are not too bad ...
  2. Make your customers happy and give them a relaxing feeling/user experience during their rides with the public transport. A satisfied customer is much more motivated to pay the necessary rates and the company will make a profit ...

Should be 2, but I have the feeling it is 1. It is clearly understandable from a business perspective that you need to agree a service level (e.g. 90% of all trains are on time) in this industry. But you should understand the difference between "objective" measures / data usage and the perception of your customers. If you are in the 10% too often, are late for work or miss important appointments, you do not care about the service levels, you are just frustrated.

--> customer first ...

The difference between average people and achieving people is their perception of and response to failure. John C. Maxwell, American - Clergyman Born: February 20, 1947,  https://www.johnmaxwell.com/