The 2021 International Volunteer Managers Day theme is, “What is excellence? — pushing us beyond the ordinary”. This is a great question for our profession to engage with and one that’s long overdue for attention. Here’s why.
Volunteer management as a paid professional role has been around for about fifty years. For more than half of those I have occasionally asked fellow leaders of volunteer engagement to define what makes someone a good leader of volunteers. For example:
- Is it our ability to engage with and relate to people as individuals?
- Is it our ability set policies and procedure that support and safeguard volunteers?
- Is it our advocacy for volunteering within our organisations?
Rarely do I get a clear answer and even rarer still do I hear any consensus from those I ask.
This means that five decades in, our profession still struggles to define and agree on what constitutes ‘good’ in our work. Given that excellence is, “the quality of being outstanding or extremely good”, it would seem that we don’t actually have a benchmark of good against which excellent can be defined.
This is why an article Seth Godin wrote for the Tom Peters blog in 2010 resonated with me when I looked at this question of, “What is excellence?”.
Here’s what Seth says, along with my brief reflections on his observations:
“Excellence means that you’re indispensable. At least right now, in this moment, there’s no one else I would choose but you. You, the excellent one, are so surprising, so delightful, so over-the-top and, yes, so human that there really isn’t anyone else I’d rather dance with.”
Are you and your organisation indispensable in the sense that you are the first choice for volunteers? The experience you offer and the relationship you have with your volunteers is so delightfully human that you are their preference.
In our for-impact space that may sit a little uncomfortably with some as it might be construed as setting us above other organisations. I think that misses the point. This isn’t about competition — winning isn’t the point — it’s the taking part, the striving to be excellent so that we connect with people that matters.
“Excellence isn’t about meeting the spec, it’s about setting the spec. It defines what the consumer sees as quality right this minute, and tomorrow, if you’re good, you’ll reset that expectation again.”
Excellence in volunteer management isn’t about meeting someone else’s spec. It’s not about meeting some external standard, helpful as they may be (e.g., Investing in Volunteers or CCVA). Excellence is defining the spec — setting the standard — based on your knowledge of and relationship with volunteers and the community you serve. It’s about striving for excellence in your interactions with volunteers, meeting that every day, and pushing the standard ever higher in future.
“The surefire way to achieve excellence, then, is not to create a written spec and match it. The surefire way is to be human. To be artistic: to make a connection with the customer and to somehow change them for the better.”
Excellence in volunteer management is not about policies, procedures, forms, volunteer agreements and the like. Excellence is about connection, human connection that brings someone into a relationship with our organisation such that they can change the world, and themselves, for the better.
“To be excellent means you must be an artist. The art of connection, the art of being human, the art of making a difference. Artists do things that have never been done before. They dig deep to create passion. They connect by changing things for the better.”
I honestly can’t think of a better way of answering the question, ‘What is excellence?’, than by saying, “We connect by changing things for the better”.
It’s a powerful way of describing that leaders of volunteer engagement strive to do every day so that those we serve can change the world with their passion.
To sum up then, what is excellence in volunteer engagement? It means we must be an artist. We practice daily the art of connection, the art of being human, the art of making a difference. We do things that have never been done before. We dig deep to create passion. We connect by changing things for the better.
That’s excellence in volunteer engagement right there.
Do you agree?