ORGANISATIONS THRIVE WITH NEW PERSPECTIVES
As a leader, you’re often buried in the details, trying to keep everything running smoothly. You know your business inside and out—or at least you think you do. But sometimes, being so close to the action can cloud your judgment. It’s like trying to see the forest while standing in the middle of a it. You miss the big picture, overlook the underlying issues, and can’t always spot the opportunities for improvement. This is where a fresh pair of eyes can make all the difference.
I learned this lesson early in my career and saw it in true, stark reality, during my time within Cleveland Police. I have to say that in over 30 years I’ve never come across an organisation as blind to its problems as the force was back in 2021 but more about that later!
The Value Of An Outsiders View
I remember vividly one of my first managerial roles, at one point, I’d taken over a store that was struggling with low morale and poor performance. I believed that my familiarity with the team and knowing the systems inside out would be my greatest asset. However, I quickly found myself bogged down by the day-to-day grind, unable to see beyond immediate problems. Firefighting and crisis management were my daily go to, and it wasn’t until I asked a more senior manager from another area to come in and assess what was happening in the store that things began to turn around.
This colleague was acting as a consultant, a seasoned professional with no prior ties to our store, she asked questions that seemed almost naïve at first. “Why do you do it this way?” “Have you considered alternative strategies?” These questions forced me to re-evaluate our methods and assumptions. Her fresh perspective revealed inefficiencies in our processes that we had grown blind to over time.
For example, we had a rigid rota that hadn’t changed in years, and I’d adopted it when I arrived so as not to upset the team. My “consultant” pointed out that this predictability allowed inefficiencies to fester. By simply altering our rota to account for new delivery schedules and customer habits, we were able to improve efficiency and productivity significantly. This was a simple yet effective change that none of us had thought to implement despite it being blindingly obvious.
Breaking Through Organisational Blindspot
That’s all well and good you say in a small convenience store, but larger organisations are much more complex. That’s true, but in those larger organisations, leaders can often be insulated from what’s really happening on the ground. This disconnect can lead to decisions that don’t align with the reality of day-to-day operations. I’ve seen this so many times and over the years they’ve even made great TV shows about it.
One of the most compelling examples of the impact of an external perspective comes from the UK television programme “Trouble shooter,” starring Lord Digby Jones.
One case that I remember that stands out involved a large retail chain struggling with declining sales and high staff turnover. The CEO decided to bring in an external coach to conduct an independent review. Digby spent time interviewing employees, observing workflows, and analysing customer feedback. It turned out that the company’s internal communication channels were severely lacking. Employees felt unheard and undervalued, which was affecting their performance and, in turn, customer satisfaction. His feedback report was an eye-opener for the leadership team, who quickly implemented new communication strategies. Within months, employee morale improved, and so did customer satisfaction ratings.
So, what did Lord Digby Jones, with his extensive experience, do? He conducted a thorough review. He didn’t just focus on the obvious issues; he delved deep into the company’s operations, finances, and employee relations. His insights were transformative. By identifying key areas for improvement and providing actionable solutions, he helped turn the business around. This was a prime example of how a fresh pair of eyes can see things that those too close to the situation might miss.
What About Cleveland Police Then?
TVs great, but you’re never quite sure which bits are “for the camera” so let me share a personal story that underscores the power of a fresh perspective.
In 2019, Cleveland Police, became the first and only force in the UK to fail all six pillars of its PEEL (Police Effectiveness, Efficiency and Legitimacy) inspection, rightly earning it the unfortunate title of the worst police force in the country. Despite some attempts to turn things around, the force remained in this dire state and nothing much had changed by the time I was elected as Police and Crime Commissioner in May 2021.
I landed with no previous experience in policing whatsoever and many people believed this would be an issue, the reality was though that this actually turned out to be a significant advantage.
As an outsider, I could challenge accepted practices and highlight key areas for improvement without the baggage of established biases. My fresh perspective allowed me to ask fundamental questions and propose changes that insiders might have overlooked. Over the next two years, we implemented a series of reforms focused on improving efficiency, rebuilding community trust, and enhancing officer morale. I introduced new leadership who in turn brought in new training programmes, revamped outdated policies, and together we fostered a culture of accountability and transparency.
It certainly wasn’t easy, but by 2023, these efforts paid off. Cleveland Police was removed from it engage status and transformed into a force that is now often looked to for areas of best practice. This turnaround story is a testament to the impact that an outsider’s viewpoint can have on an organisation in crisis.
The ROI Of External Expertise
These experiences have taught me that even the most competent leaders need help sometimes. Consultants, coaches, and independent reviewers bring a level of objectivity and expertise that is hard to achieve from within the organisation. They can identify inefficiencies, suggest new strategies, and provide the much-needed perspective that can drive significant improvements.
We live in challenging financial times though and I get that and investing in external expertise might seem like an unnecessary expense, especially when budgets are tight. However, the return on investment can be substantial. Improved efficiency leads to cost savings, better employee morale reduces turnover costs, and enhanced customer satisfaction drives revenue growth. When you step back and look at the long-term picture the savings can be huge.
Don’t take my word for it, there are case studies everywhere. Retail chains who identify simple changes in layout and customer experience see their sales skyrocket. Engineering firms with outdated HR practices reduce staff turnover and save thousands on training and recruitment costs. Then there are organisations that just never train their leaders. They promote on time served or technical knowledge and then wonder why teams start to underperform when led by poor people managers. When they invest in developing people, efficiency and effectiveness goes through the roof and profits join them.
Ultimately, you Shouldn't Let Your Ego Run Your Business
My thought for this week is this, good leaders recognise the value of a fresh perspective. They understand that being too close to the details can hinder their ability to see the bigger picture. By embracing external help—whether through consultants, coaches, or independent reviews—they open the door to new opportunities for efficiency, effectiveness, and profitability.
My journey from leading a struggling store to transforming Cleveland Police taught me the power of an outsider’s viewpoint. I’ve seen first-hand how external experts can uncover hidden issues and provide actionable solutions. It’s a humbling experience to admit that you don’t have all the answers, but it’s also a sign of strong leadership.
So, if you’re feeling stuck, overwhelmed, or just curious about how to take your business to the next level, consider bringing in a fresh pair of eyes. The insights you gain might just be the catalyst for transformative change. And remember, even the best leaders need a little help sometimes. After all, no one can do it alone.
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