SHOT
Celebrate the people who go above and beyond.
CHASER
It’s a phrase we hear all the time. Teams are quick to praise the “heroes” who swoop in to save the day, pulling off Herculean feats to delight our clients. Maybe it’s staying late to fix a problem, or figuring out workarounds in tools and processes that turn a “no” into a “yes.”
Of course we want dedicated people willing to “go the extra mile.” But here’s the uncomfortable truth: those who go above and beyond often do so because they’re forced to compensate for overpromising salespeople, underdelivering product managers, and irresponsible leaders who fail to ensure that operations are efficient and sustainable. Their efforts ARE heroic, but they’re fighting an unwinnable battle—bailing water with a thimble to keep a sinking ship afloat.
And what do we do? We reward this dynamic. We celebrate their sacrifices while ignoring the structural failures that force them to make them. Worse, we send signals that encourage this behavior while preaching about work-life balance and the importance of avoiding burnout. It’s the worst kind of hypocrisy.
INSIGHT
What we really need are fewer martyrs and more builders. The people who step back, assess the work, and bring others together to deliver smarter solutions. These aren’t always the loudest or flashiest contributors, but they’re the ones who create meaningful, lasting change.
I’m seeing this first-hand with one of my clients—people who aren’t just enumerating the problems, but figuring out how to build an entirely new operating model. They’re blending deep knowledge, high agency, and genuine care for the organization to drive real transformation.
The truth is, every team has people like this. What they need isn’t a virtual certificate of recognition—they need executive support and a platform to create the conditions by which the business can operate more efficiently and profitably.
Stop “celebrating” martyrs. Start celebrating builders.