wiki/knowledge/elearning/soar-course-storytelling-module.md · 411 words · 2026-03-06
SOAR Course — Storytelling Module
Part of the [1] [2] project.
Overview
The "Power of Storytelling" module teaches Agility Recovery sales reps how to frame customer conversations using narrative. A scenario review in March 2026 identified an accuracy issue that required live correction: the module referenced a service Agility does not offer.
Scenario Correction (March 2026)
Problem
A multiple-choice scenario in the module referenced UPS (Uninterruptible Power Supply) systems as part of Agility's solution set. Agility Recovery does not offer UPS systems. As written, the "correct" answer described a service the company cannot actually provide — meaning a rep following the scenario's guidance would be misrepresenting Agility's capabilities to a prospect.
"We don't do UPS systems. So this actual example — really, we probably couldn't help them." — Gus Donelson
Resolution
Gus Donelson edited the scenario live during the March 6 review session. The revised scenario:
- Removes all references to UPS systems
- Retains the core storytelling lesson (using narrative to qualify and set expectations)
- Reflects accurate capabilities: Agility's standard response time of 12–6 hours, and the potential recommendation of an on-site generator for clients with more urgent power requirements
- Preserves the option to acknowledge when Agility is not the right fit, and to discuss how Agility solutions can support on-site systems for extended outages
The corrected answer now reads approximately: "Our standard is 12 to 6 hours, which may not meet your critical data needs. You might require an on-site generator. We can also discuss how Agility solutions can support your on-site systems for extended outages."
Gus took responsibility for re-uploading the corrected scenario to Jilly (the course authoring/LMS platform).
Design Notes
- The storytelling module's scenario-based questions should always reflect services Agility actually offers. Any scenario involving power or infrastructure specifics should be validated against current service capabilities before publishing.
- It is acceptable — and instructionally valuable — for a scenario to model a "we're not the right fit" response. This teaches reps to qualify honestly rather than oversell.
- When updating scenarios, confirm the correct answer remains clearly distinguishable and that distractor options don't inadvertently describe real Agility services.
- [x] Gus edits UPS scenario live and re-uploads corrected version to Jilly (completed during 2026-03-06 session)
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