PIVOT. PIVOT! PIVOT! Just hearing that word immediately brings me back to February 1999 when, on an episode of Friends, Rachel and Chandler work with Ross to try to fit a couch up a cramped flight of stairs. Ross, the owner of said couch, desperately screams at his “friends” to pivot with the couch as they attempt to make their way up.
This iconic scene has since produced memes, gifs and one of the TV show’s most memorable moments. (They eventually have to cut the couch in half and Ross’ attempts to return it are mostly unsuccessful.) While Ross’s couch may have ended up in pieces, the scene evokes a powerful lesson in flexibility and problem-solving for the legal industry.
In the fast-paced world of legal management, the ability to pivot is not just a valuable skill — it’s an essential one. As legal managers, we are constantly faced with evolving challenges and shifting landscapes, requiring us to adapt quickly and effectively.
Not all stories about pivoting involve broken couches and frustrated friends. Sometimes, pivoting means leaning into a backup plan that may sound absurd to others, but is just far-fetched enough to work.
One such example comes from ALA’s 2024 Chapter Leadership Institute (CLI). This annual event exists to provide current and future chapter leaders with training, education and resources to better prepare them to lead their chapters. This past July, over 200 members gathered in Salt Lake City for CLI, showing off their takes on the theme “Legends and Superheroes.” On the first full day of the conference, we all woke up to news of a global IT shutdown caused by a bugged patch from a cybersecurity company. Computer systems worldwide were affected. While some members scrambled to address issues at their firms, others counted their blessings to be away from the chaos, focusing on CLI’s activities instead.
That relief was short-lived. The airline industry was among the hardest hit, and attendees soon faced flight delays and cancellations. While a lucky few managed to leave on time, many were stuck in Salt Lake City for days longer than planned. Among them were three members of the Philadelphia Chapter’s Board of Directors. With their flight home canceled and no immediate options available, they had to think on their feet.
Alexa Santangelo, President-Elect of the Philadelphia Chapter, worried about others facing the same predicament, rented a seven-passenger SUV. She spread the word, and Melissa Hauser, Treasurer of the Independence Chapter, joined Alexa and two other Philadelphia Chapter Board members — Mayda Aponte and Phyllis Florio — for an unscheduled, unplanned cross-country road trip. Although Melissa didn’t know the other three well initially, she quickly embraced their plan to drive from Salt Lake City to Philadelphia with minimal stops.
“I needed to get home, and it was the most sure-fire way to do it,” explains Melissa. Alexa had her own motivation: “I was hosting a retirement party at the firm and needed to make sure everything went off without a hitch.”
Other members felt the pull of their work and family obligations. Alexa sums it up best: “I didn’t want the airlines to have control over my return time. I didn’t want to spend days stressed waiting for flights and sitting in airports without knowing anything for certain. We are leaders. Identifying a problem, brainstorming a solution, making a plan and executing it is just in our blood. We had just learned all those lessons at CLI. … I just never expected to put them to use so soon.”
Once the decision was made, the wheels were quickly in motion. All four women agreed on a few simple ground rules (because, of course they did) with the most important being that if they were too tired to drive, just say so and someone else will drive without complaint. They drove 12 hours the first day, stopping for a few hours of sleep in Omaha, Nebraska, and completed their journey the following day. Along the way, they shared laughs and adventures, including taking a picture with a giant bison in Omaha and attempting to eat at a diner specializing in bison meatloaf — only to find the restaurant was out due to a car show the week before. Melissa quips, “If legal administrators were running that restaurant, that never would have happened.”
In total, their adventure took them 2,200 miles across eight states. “We were in such good spirits. We talked the whole time and while we were only acquaintances before, now we know everything about each other,” Alexa marvels. They adapted quickly, found a solution and didn’t look back.
Another compelling example of our members’ incredible resilience and their ability to pivot under pressure also came out of CLI. Late Friday night, the Board of Directors learned that an emergency cancellation had left a 45-minute gap in the schedule for our opening general session. We could not cancel or reschedule the session. All 200 attendees were expecting something to start at 9 a.m.
“These everyday pivots are the backbone of ALA and its members. They reflect our adaptability, resourcefulness and dedication to maintaining stability amidst disruption. The benefits of pivoting when plans change are immense.”
We rallied the troops and suggested a full Board Town Hall. We divided up questions, arranged seating and took to the stage, many in casual attire they hadn’t intended to wear on stage. One Board member was even in shorts. Though unpolished, the Town Hall was a success. The Board’s ability to pivot showcased their authenticity, spontaneity and willingness to engage directly with attendees. The session was filled with candid conversations, genuine responses and a shared sense of community. Yes, there were some mistakes. But we laughed together, and as usual, ALA’s members gave us grace and lifted us up. It was a testament to the power of quick thinking and collaboration under pressure.
So, while those stories are great examples of change under pressure, pivoting isn’t confined to grand events or cross-country road trips. It happens every day in our roles as legal managers. Consider the accounting manager who meticulously crafts financial reports by hand when the billing system crashes, the HR manager who swiftly reorganizes staffing in response to unexpected departures, or the chief operating officer (COO) who seamlessly steps in to lead a meeting when the managing partner is delayed.
These everyday pivots are the backbone of ALA and its members. They reflect our adaptability, resourcefulness and dedication to maintaining stability amid disruption. The benefits of pivoting when plans change are immense. They demonstrate our resilience, creativity and commitment to success — no matter the circumstances. When we quickly and efficiently react to and embrace change, ALA members continually prove themselves, ensuring we can overcome any obstacle and emerge stronger.
These stories from CLI are testaments to the strength and spirit of our community, reminding us all of the incredible power of the pivot.
