Stand-Out Performance: Lead Outside The Lines

Stand-Out Performance is an article series of no-nonsense, practical, real-world-of-work tips that will elevate your impact.

Last year, my family and I visited my sister in Texas for the holidays and had a fantastic time. I had to get home for an appointment, so I left Texas early with my dog, Banner, while my family spent a few more days relaxing. My flight was on time. I didn't have a talkative person next to me. Banner slept during the flight home, and everything was working out perfectly. Then, I arrived at the baggage claim. All the passengers eagerly waited for the carousel to deliver their bags. Fifteen minutes go by. No bags. An American Airlines employee tells us they are on their way. Thirty minutes go by, and I can see everyone beginning to look around for answers. The airline tells us they don't have any information but are trying to locate our bags. An hour goes by without further updates from the airline, and the passengers are rightfully becoming upset. The situation was becoming increasingly frustrating as the delay stretched on, and the lack of clear communication from the airline only added to the tension.

I ask different personnel for some information, and I immediately get a response from a baggage claim attendant that makes my blood boil: "I don't know. That is not my job. I only help take the bags off the carousel." My frustration grows as another employee says, "Well, if you'd like, you can call the airline customer service number." Right, like that will ever be helpful.

This incident serves as a stark example of a broken customer experience and a lesson on leading outside the lines. The employees at the baggage claim missed a golden opportunity to demonstrate their leadership. Instead of finding a way to make a difference for everyone waiting, they punted the responsibility. This is not how stand-out performers operate. They don't confine themselves within the boundaries of their job description. They seize moments to step outside the lines of their prescribed responsibilities into areas where leadership is ambiguous, ownership is lacking, and solutions are needed.

After a couple of hours of uncertainty, the airline finally informed us that our luggage had been mistakenly routed to another terminal. However, some employees took it upon themselves to identify and deliver the bags to the passengers through the baggage claim elevators. They took the initiative and led outside the lines.

So, what does leading outside the lines look like in an organization?

Value orientation — Stand-out performers have the instinct to deliver value. They are less focused on checking the box on activities and processes or sticking to the script of an outdated job description. Value orientation is not just a skill; it's a mindset that requires understanding client/customer needs, focusing on valuable outcomes (e.g., efficiency, speed, measurable improvement to business priorities), and paying attention to opportunities in your sphere of influence that you can act upon.

Problem-Solving vs. Observation — Problem observers tend to wait for "someone else" to do the job and are great at pointing out what is wrong. However, problem solvers look for ways to address the needs. They may look for ways to get the right people involved if it's not in their jurisdiction or way outside their scope. They don't look only at their piece of a process; they look end-to-end.

Mobilizing people — Leading outside the lines requires organizing the right people, as most business opportunities are not a solo effort. Stand-out performers bring in the right stakeholders, determine if others are also trying to solve the same problem, and create the right team of people to make an impact. They point people in the right direction while bringing clarity during ambiguity and complexity.

Accountability vs. Advising—Though "advising" and "consulting" might be part of someone's role, the reality is that people want to collaborate with others who will help take on some of the burden of hands-on work. Those who lead outside the lines are willing to step up and take a healthy amount of accountability.

If taken to the extreme, leading outside the lines can lead to role confusion on a team, lack of focus, and disempowerment of others who should contribute. Communicating and engaging those your work may impact will help mitigate these risks. It's important to strike a balance between taking initiative and respecting the roles and responsibilities of other team members. This balance is crucial to maintaining a healthy and productive work environment.

Wherever there is complexity, ambiguity, and a lack of direction, there will be opportunities to lead outside the lines. Doing so will elevate your contribution to your organization, foster personal growth, and improve team performance. It's a mindset that can help your performance #standout.