The significance of Small Things has always intrigued me as I pondered the factors that distinguish high performers from the average individuals. It’s remarkable how these seemingly minor details propel individuals beyond mediocrity. In my quest to comprehend human psychology better, I’ve consistently sought to decipher the elements that set one person apart from another. While I’ve occasionally managed to identify these differentiating factors, more often than not, pinpointing a precise reason has proven challenging.

However, there’s another crucial layer to this puzzle that magnifies the impact of all these small things—the Intent behind small actions.

It’s the intent to ask questions, to seek understanding, to take action, to surpass oneself, to continuously learn, to perform with excellence, to embrace failure as a stepping stone, and to persistently strive for improvement. This intent is the driving force behind the small actions that culminate in extraordinary outcomes.

Recently, while delving into research on human performance and psychology, I stumbled upon a fascinating study that supported my previous observations. This research, conducted by Economist Michael Housman a few years ago, aimed to understand why some employees exhibited greater job longevity than others. To find answers, Housman focused on customer service agents, analyzing data from over 30,000 agents handling tasks for airlines, banks, and other sectors.

Initially, he suspected that those with a history of job-hopping would be more likely to quit their current positions, but surprisingly, the data did not support this assumption. The number of jobs an employee had held in the past five years did not correlate with their likelihood to leave their current job.

Intrigued, Housman eventually came across a significant data point that shed light on the matter. It turned out that the internet browsers used by the employees when applying for their jobs had a noteworthy impact on their commitment and performance. Those who used Firefox or Chrome as their browsers tended to stay in their positions 15% longer and were 19% less likely to be absent from work compared to those using Internet Explorer or Safari.

Further analysis revealed that Firefox and Chrome users also performed better in terms of sales, customer satisfaction, and call times. Customers served by these individuals reported higher levels of satisfaction earlier in their tenure compared to those assisted by IE and Safari users.

Surprisingly, it wasn’t the browsers themselves that influenced job commitment and performance; it was the implication behind the choice of browser. Using Internet Explorer or Safari as the default browser was a consequence of owning a PC or a Mac, respectively. This meant that the majority of customer service agents simply accepted the default without questioning whether better alternatives existed.

On the other hand, those who opted for Firefox or Chrome demonstrated resourcefulness by seeking out and downloading a different browser. This seemingly trivial act of initiative turned out to be a crucial window into how they approached their work.

Agents who settled for defaults typically adhered strictly to their job descriptions and standard operating procedures. When they grew dissatisfied with their work, they became increasingly disengaged, leading to absenteeism and eventually quitting.

The research’s underlying message was clear: seemingly insignificant actions, such as choosing a browser, can have a substantial impact on work commitment and performance. It highlighted the power of curiosity and initiative, indicating that even the smallest steps taken to improve one’s tools and methods can significantly influence overall outcomes.

Small Things with an Intent creates all the impact.