A New Era of Going Above and Beyond

As a team leader in this post-pandemic world, I've witnessed firsthand the dramatic transformation in what it means to "go above and beyond." Gone are the days when putting in more hours or staying late at the office was the ultimate badge of honor. Now, excellence is about team members being change-makers, innovators, and forward-thinkers. 

Pre-pandemic, "going the extra mile”—especially in law firms—often meant working harder in the traditional sense—more face time, more hours billed, and perhaps taking on more tasks than one could handle. However, the work landscape has shifted, making that approach outdated and less effective.  

Now, it's about working smarter, not harder. It's about proactivity, not just productivity. Our post-pandemic reality has underscored the importance of being adaptable, thinking ahead, and being ready to pivot at a moment's notice, all while maintaining the high quality of work our clients expect.

What we need now are team members who are quick to adapt, eager to learn, and always looking a few steps ahead. It's about anticipating the roadblocks before they even appear on our radar and having a solution ready. This is why "going above and beyond" now means championing innovation, showing exceptional problem-solving skills, and fostering a culture of collaboration and trust.

This shift is largely due to the way we work now—remotely, in hybrids, and in more fluid, dynamic environments. These changes require teams to be more independent yet also more closely knit despite physical distances. To be effective, you must embrace this new definition of excellence to leverage collective strengths, insights, and creativity and not just meet your goals but surpass them.

Ten Actions that Define New Standards of Excellence

 Discover how to encourage and implement new ways of work that push boundaries to achieve unparalleled success and nurture your team beyond the conventional limits.

 1.   Proactivity: Team members anticipate needs and act without being prompted. They may identify potential problems and propose solutions before they escalate. This kind of foresight prevents issues and promotes a culture where forward-thinking is highly valued.

 Practical tips:

• Encourage team members to share their observations and ideas in meetings, highlighting potential improvements or preemptive solutions to problems.
• Offer a 'safe-to-fail' environment where team members feel comfortable taking initiative without fear of negative consequences should an innovative approach not pan out as expected.

2.   Ownership: Team members take personal responsibility for projects and tasks, ensuring that the job is done well and that the required goals are met. By embracing full accountability, they embody the essence of leadership and commitment to excellence.

‍Practical tips:

• Assign projects that challenge team members and allow them to take charge, providing support and guidance as needed rather than micromanaging every step.
• Recognize and celebrate successes, attributing achievements to those responsible, reinforcing their sense of ownership and achievement

3.   Creativity and Innovation: Individuals contribute new ideas for improving processes or services, which can lead to competitive advantages for the firm. Such contributions are key to fostering an environment where innovation thrives and sets the firm apart from its competitors.

Practical tips:

• Schedule regular brainstorming sessions that encourage free thinking and allow all ideas to be heard without judgment.
• Curate a monthly innovation roundtable where team members can present unique case studies or introduce creative legal theories they’ve encountered.

4.   Collaboration: Individuals engage with colleagues, share knowledge, and work together to achieve common goals, fostering a team-first environment. This accelerates problem-solving and strengthens interpersonal bonds, making the team more cohesive and resilient.

Practical tips:

• Create mixed-skill teams for matters to encourage diverse perspectives and knowledge sharing, fostering a natural environment for collaboration.
• Host team-building activities that are not necessarily work-related to strengthen interpersonal relationships and improve teamwork skills.

5.   Continuous Learning: Team members commit to developing their skills and knowledge to remain effective in their roles and to contribute to the firm’s growth. A culture of constant learning keeps the team adaptive and prepared for future challenges.

Practical tips:

• Encourage participation in professionaldevelopment opportunities to help team members grow their skills.
• Provide stretch assignments so team members can enhance and advance their skills.

6.   Client Focus: Team members routinely go the extra mile to satisfy and exceed client expectations, which can lead to enhanced client satisfaction, loyalty, and business success. Understanding and anticipating client needs helps build strong, enduring relationships crucial for long-term success.

Practical tips:

• Include team members in client feedback sessions to hear firsthand what clients appreciate and what can be improved, tying their efforts directly to client satisfaction.
• Encourage and reward the implementation of ideas or projects that directly result from client feedback or requests, demonstrating the value of a client-focused attitude.

7.   Efficiency: Individuals find better and faster ways to complete tasks without compromising quality can lead to cost savings and better time management. Efficiency enhances productivity and contributes to a more agile and responsive firm.

Practical tips:‍

• Promote the use of productivity tools andmethods that can help streamline workflows and reduce wasted time.
• Conduct regular reviews of processes and encourage team members to suggest improvements, showing that their input toward efficiency is valued.

8.   Exemplary Communication: Team members foster understanding and clarity in all interactions, whether within the team or with external stakeholders, ensuring that projects proceed smoothly and that there are no misunderstandings that could lead to conflict or confusion.

Practical tips:

• Offer tips on communication techniques in real-time to improve clarity, listening, and feedback among team members.
• Advocate for an open-door policy where team members feel welcome to discuss ideas, concerns, and suggestions directly with management, facilitating a transparent communication culture.

9.   Trust-Building: Colleagues consistently demonstrate reliability, integrity, and transparency to build strong relationships with colleagues and clients. Trust-building actions contribute toa solid foundation where teammates feel comfortable relying on one another todo the right thing even when no one is watching.

Practical tips:

• Lead by example, showing honesty and integrity in all actions, encouraging team members to mirror these trust-building behaviors.
• Facilitate opportunities for team members to lead projects or meetings, demonstrating trust in their capabilities and judgment.

10.  Adaptability and Resilience: Team members adjust to changing scenarios, tackle unexpected challenges with a calm and composed attitude, and recover from setbacks quickly. This includes stepping outside one's comfort zone and adapting to new roles or responsibilities as the firm evolves.

Practical tips:

• Share stories of past challenges that were successfully overcome, highlighting the role of adaptability and resilience in these successes.
• Encourage a culture of feedback where constructive criticism is welcomed and seen as an opportunity for growth, helping team members adapt and improve continuously.

In the post-pandemic world, aiming to 'go above and beyond' is essential for success. It drives innovation and resilience, pushing both firms and individuals to achieve more. Moving away from hours as the only measure and adopting this new mindset will help set higher standards and promote critical future growth and innovation.