It’s Not What We Intend, But What We Do

Three_teens_making_a_differenceMost companies have performance management goals of some kind. When our group provides Quality Assessment in client contact centers there are usually goals that each Customer Service Representative has surrounding their quality scores and service delivery.

It’s interesting to note how rare it is that people actually know their goals and work towards improvement. We like to start call coaching sessions by asking people to tells us their goals. It usually ends up with Taylor_in_romania_3an uncomfortable chuckle and a shrug of the shoulders. Mind you, I don’t think people willfully choose not to  remember or act on their goals. I believe that most people have the best of intentions each time they walk out of a coaching session. Unfortunately, those intentions don’t always translate into actions.

My daughter, Taylor, just graduated from high school. Like most young people, she has a passion to make a difference in the world. She sees the pain and injustices around the globe and wants things to change. However, while most young people shrug their shoulders and wonder how on Earth they can make a difference, Taylor and two of her friends chose to act on their intentions.

The three girls identified a handful of issues they wanted to address. Then, they started their own non-profit organization which designs t-shirts to address each issue. Profits from the t-shirt sales not only go to fight each of those issues, but also helped provide them the opportunity to personally go and make a difference themselves. The three girls just got back from spending a month of their summer working with orphans in Romania.

If you’d like to encourage these exceptional young women by buying a t-shirt, you can find them at (Be patient, the high-res photos on the t-shirt pages load really slow. We’re working to help them remedy that!).

It’s one thing to intend to make a change. It’s another thing to actually follow through.

What goals will you do something about today?

  1 comment for “It’s Not What We Intend, But What We Do

  1. July 24, 2008 at 3:43 am

    great article, thanks for sharing! 🙂

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