Answers to “Tell Me About a Time You Went Above and Beyond”

Employers love asking behavioral interview questions like, “Tell me about a time you went above and beyond to get the job done.”

They ask this question to test your work ethic and other important traits. Based on my experience in the industry, I will show you, with different examples, how to handle this question to impress employers.

Highlights

Structure your answer using the STAR method to clearly showcase the context, challenge, specific actions you took, and the positive outcome you achieved.
Connect your story to the specific requirements mentioned in the job description to show how your past actions align with the company’s needs.
Ensure your answer showcases a positive outcome or achievement that benefited the company, customer, or team.

Why Interviewers Ask You to Name a Time You Went Above and Beyond

Interviewers ask for an example of a time you had to go above and beyond for a few reasons.

First, they’re evaluating your attitude and work ethic. They want to make sure you’re willing to go beyond your job duties. They don’t want to hire someone who’s going to find the company in a tough situation, and instead of volunteering to do a bit extra, say, “Sorry, that’s not a part of my job description.”

Stewart Butterfield, co-founder of Slack, highlights the marketing potential of going over and beyond in customer service:

“Every customer interaction is a marketing opportunity. If you go above and beyond on the customer service side, people are much more likely to recommend you.” This underscores how going the extra mile benefits internal team dynamics and enhances the company’s overall reputation and customer loyalty.

Next, employers ask this to measure your problem-solving ability. Were you able to think outside the box and come up with a smart, effective solution? Can you adjust to difficult situations?

Your answer to this question shows the interviewer how engaged you can be in finding solutions in tight situations. This ability is crucial for businesses and recruiters look out for it. Data shows that business units with highly engaged employees are 23% more profitable. Similarly, 71% of executives consider employee engagement critical to their companies’ success.

Finally, they want to see how you perform under pressure. Were you able to stay calm and relaxed through this experience? Or did you panic?

This is just one of many job interview questions designed to measure your performance under pressure. Staying cool under pressure is an important skill that many employers look for.

Examples of Going Above and Beyond

Volunteering to lead a major project outside your usual responsibilities.

Staying late to ensure a critical deadline is met.

Mentoring new team members to help them integrate smoothly.

Proactively identifying and resolving potential issues before they escalate.

Developing a new, efficient process that saves the company time and money.

Taking on additional tasks to support a colleague who is overwhelmed.

Creating comprehensive documentation for processes to benefit the entire team.

Consistently delivering work ahead of schedule with exceptional quality.

Suggesting and implementing innovative ideas that improve team productivity.

Offering to represent the team in important meetings or presentations.

How to Answer, “Tell Me About a Time You Went Above and Beyond”

At first, you might have several stories that come to mind, making it difficult to choose the best one. Below, I explain how to pick the right story to tell and how to tell the story to maximum effect.

EXPERT ADVICE

Dr. Kyle Elliott, MPA, CHES
Tech & Interview Career Coach
caffeinatedkyle.com

Dig Deep to Identify Standout Moments

“It can be difficult to self-reflect and identify your biggest career wins, particularly if you come from a background or culture where self-promotion is frowned upon.

Rather than reinvent the wheel, see if you can dig up any preexisting materials that document when you’ve gone above and beyond.

This might look like an email to the department or entire company, team meeting notes, quarterly business reviews (QBR), or performance reviews. Then, see what trends emerge as you review these pre-existing documents.”

How to Identify the Right Situation

Through years of working in career development, I’ve noticed that the most effective candidates choose situations based on two key factors: the relevance of the situation to the job and the impact and outcome.

Relevance to the Job

I recommend sharing a work-related story, even if they don’t specifically ask for that. Having been an interviewer myself, I’ve found that work-related examples are more impactful and relevant.

Additionally, a recent story is often more convincing. Choose an example from your last one or two jobs or from a similar role in the same industry. This makes your accomplishment more relevant to the hiring manager.

Impact and Outcome

Next, make sure it’s a story with a great ending. In the job interview, you want to share examples where your actions exceeded expectations and brought about a great result! Thus, you should tell a story with a positive impact/outcome for your previous employers.

Use the STAR Method

Based on my experience, the S.T.A.R (Situation, Task, Action & Result) method is the best and most straightforward way to break down behavioral interview questions, which are questions based on how you acted in specific situations.

First, describe the situation you were in.

Then, explain the task at hand, or the challenge you had to overcome.

Next, explain the action or plan you chose and why.

Finally, describe the result and outcome (ideally a result where you exceeded expectations or helped the company get out of a tricky situation).

For example:

Situation: At my previous job as a software developer, we were facing delays in a major project due to a lack of automated testing.

Task: We needed an efficient testing framework to speed up the development process. This required going beyond my regular duties and stepping up to create a tailored solution that integrated with our existing systems.

Action: I took the initiative to research, propose, and implement a comprehensive automated testing system. I worked extra hours and collaborated closely with team members to ensure it was thoroughly integrated.

Result: This reduced our testing time by 40%, allowed us to meet our project deadlines, and improved overall code quality.

Practice Your Answer

Rehearse your response to ensure clarity and confidence during the interview. Practicing helps you refine your story, making it concise and impactful. It also allows you to deliver it smoothly without hesitation.

Sample Answers that Describe Going Above and Beyond at Work

Customer Service

“I was working as a customer service supervisor and helping a customer return an item. However, from behind the customer service desk, I saw someone drop a glass jar of sauce, which shattered on the floor.

I was the closest employee, so I knew I had to act quickly to make sure no shoppers hurt themselves on the glass or slick floor.

I asked the customer who I had been previously helping if they could please wait for one minute, and then immediately went to the area of the accident and positioned myself to make sure that no customers would unknowingly walk through it.

Once I was spotted by a second team member, I asked them to call maintenance to clean up the glass and bring a yellow “hazard” sign. I then remained at the site until that maintenance team member arrived. Once the appropriate team member had arrived, I returned to the customer who I had previously been helping, politely apologized for the delay, and completed their item return.

By acting quickly and going outside of my normal job duties, I was able to stop a potentially dangerous situation, while ensuring that my customer understood the cause for the delay so that they wouldn’t be confused or frustrated as I left temporarily.”

Healthcare

“I was caring for an elderly cancer patient who, unfortunately, didn’t have much time remaining. His final wish was to enjoy a drink with his lifelong friends. Normally, alcohol is not permitted on this floor of the hospital, but I wanted to see if there was any way to fulfill his wish ethically and responsibly.

I spoke with the department head and explained the situation, asking if an exception could be made. After careful consideration and discussion with the medical team, the department head agreed to allow a small, controlled gathering.

The following week, we arranged for the patient’s friends to join him in a private room, where they were allowed to bring a bottle of whiskey. The gathering was conducted in a manner that ensured the patient’s safety and comfort while respecting hospital protocols. This experience brought joy to the patient in his final days and demonstrated the importance of compassion and advocacy in healthcare.”

Education

“As a high school math teacher, I noticed that a group of students in my algebra class were lagging behind. They consistently struggled with the concepts, despite the regular classroom instruction and assignments. Their grades were slipping, and they seemed increasingly frustrated and disengaged. These students clearly needed help to understand algebra better, improve their grades, and restore their confidence in their math abilities.

I decided to do a little bit extra beyond classroom hours. I created a series of after-school tutoring sessions for these students. I designed interactive and engaging practice materials, including games and real-life problem-solving scenarios to make learning more enjoyable. Also, I reached out to their parents to keep them informed and involved in their children’s progress.

Over the course of the term, all participating students showed significant improvement. Their test scores increased by an average of 25%, and their overall grades improved from failing to passing. More importantly, their confidence and engagement in the classroom returned, and they started participating more actively in lessons.”

Technology

“Our software development team was on a tight deadline for a critical new product launch that was pivotal for our company’s quarter revenue goals for the next quarter. Just a week before the scheduled launch, we encountered a major bug that caused the application to crash under specific conditions, threatening to delay the release.

Recognizing the gravity of the situation, I volunteered to take the lead in addressing the issue. I stayed late nights and weekends, coordinating closely with other developers to diagnose and fix the bug. We set up a dedicated war room, systematically broke down the problem, and assigned tasks based on team members’ strengths. I focused on the most challenging aspects of the code, diving deep into the system architecture.

After several intense sessions of debugging and testing, we identified the root cause: a rare concurrency problem under heavy load. We implemented a robust solution and conducted rigorous testing to ensure stability.

Our hard work paid off. We resolved the bug, stabilized the application, and launched the product on time. The successful release prevented potential revenue loss and bolstered our company’s reputation.”

PRO TIP

The more you can relate your answers to the company’s needs and job requirements when you describe a time when you went above and beyond, the more you’ll impress the interviewer. So always think about their needs when answering. If nothing else, the recruiter or hiring manager will be impressed that you did your research and took the time to study their job posting.

Sales

“I was assigned a new client in a competitive industry with a tight budget. Their initial order was small, and they were hesitant to commit further. My goal was to secure a significant first order and build long-term trust.

Instead of presenting our standard product line, I went out of my way to research their competitors’ offerings and identified a market gap. I proposed a customized solution tailored to their specific needs and budget constraints. I also offered a free trial period to demonstrate our value.

The client was impressed by my proactive approach and tailored solution. They placed a larger order than anticipated and appreciated the risk-free trial, which established a strong foundation for a long-term partnership.”

Hospitality

“As a hotel manager, I encountered a guest celebrating a special occasion who expressed disappointment about the limited vegan options on the menu. I wanted to ensure a memorable experience for them.

I collaborated with our chef to create a vegan-tasting menu for their anniversary dinner. I also arranged for personalized touches, such as a special table setting and a complimentary dessert.

The guest was incredibly grateful, left a glowing online review, and requested me specifically on their next visit. This single act enhanced our hotel’s reputation for exceptional service and attention to guest needs.”

Retail

“A customer was frustrated because the product they wanted was out of stock. I wanted to go the extra mile and provide a satisfying solution.

I researched our inventory system and discovered the product was available at a nearby store. I informed the customer and coordinated with the other store to ensure the product was reserved and ready for the customer upon arrival.

The customer was impressed with my initiative and dedication expressed their gratitude, and became a loyal customer, returning for future purchases and recommending our store to others.”

Non-profit / Charity

“Our annual fundraising marathon was struggling to meet its donation goal. Traditional methods weren’t generating enough interest. I wanted to find a creative way to boost donations and engagement. Rather than solely relying on social media campaigns, I proposed a unique fundraising event.

I researched and contacted a local influencer with a large, relevant online following. We collaborated on a fun online challenge that encouraged people to donate while participating. I took the lead in organizing the logistics, promoting the event, and managing communication with the influencer.

The online challenge went viral, exceeding our donation target by almost 30%. Ultimately, we killed two birds with one stone, raising funds and generating significant positive publicity for our non-profit.”

Entertainment / Media

“I was a junior producer during a live news broadcast where the teleprompter malfunctioned. This mishap left the anchor speechless, and I needed to react promptly to ensure the broadcast continued smoothly.

I immediately fed the anchor breaking news stories and interview questions through an earpiece. This spontaneous solution kept the program flowing without a hitch.

The anchor recovered quickly, viewers were unaware of the technical issue. My actions were commended by the team for thinking outside the box and maintaining the broadcast’s professionalism and continuity.”

Common Mistakes to Avoid

Sounding Resentful: You don’t want to sound resentful, frustrated, or angry when describing the time when you went above and beyond. Blaming or badmouthing coworkers or customers is one of the most critical mistakes you should never make. You can say, “I was talking to a customer who was quite upset.” But don’t say, “I was dealing with a terrible customer.” No company wants to hear you talk like that!

Overemphasizing Team Efforts: While it’s good to acknowledge the team’s role, interviewers are interested in understanding your specific actions and how you personally made a difference. Highlighting your individual contributions helps demonstrate your unique skills and initiative.

Lying: Don’t fabricate a story. Even with minimal work experience, you can draw examples from volunteer work, school projects, or extracurricular activities.

Unethical Actions: Avoid unethical actions in your responses. They can reflect poorly on your character and integrity. Examples of unethical actions include taking credit for someone else’s work or breaking company rules.

Being Too Vague: Providing a vague or generalized response can make it difficult for the interviewer to understand the specifics of your actions and their impact. Always use clear and specific examples.

Additional Resources

Learn how to effectively respond to “Why Would You Do Well in This Job?”

Practical guide on how to answer the question “What Sets You Apart from Other Candidates?”

Tackle challenging interviews with our guide on the 60 Hardest Interview Questions and Answers.

Get ready for tough scenarios with these Sample Answers to “Tell Me About a Time You Failed”