Internal versus External “Customers”

Internal versus External “Customers”
By: Heather Glogolich, Ed.D.

I’m tired of women and men in this profession feeling as though they don’t have a voice. I’m tired of our cops feeling as though they have to change who they are to fit in when it’s who they are as individuals that brings so much positive impact. And maybe, fundamentally, that’s the problem with policing. As paramilitary organizations, the culture has remained traditional. But there is a way to keep traditions while not remaining stagnant.

The world changes at such a fast pace, yet “leaders” of law enforcement organizations fear change. They choose to hold onto the facets of policing that are antiquated. Change happens as a response, not as a proactive forethought. Traditionally, problems are handled as they come in and yet outside of law enforcement, companies continually look toward proactive progress; progress within the team as a whole in order to positively attract and affect the customer.

If you read your mission statement and it puts the “customer” first - then you’re doing it wrong. And by customer, I mean the stakeholders within the communities you serve. It should be team first. There cannot be an expectation of excellent customer service when there is lackluster leadership for those who are tasked with supplying said services.

Chiefs, mayors, police directors, business administrators and other heads of organizations - they tend to have to focus on the bottom line. Budgets and contracts. Responses to incidents and deterrence of crime. Availability to the community and all their needs. They put those things first because they have to answer for it. Imagine if they took care of those out of necessity instead of priority and made the priority the people on their teams. Imagine if these leaders actually led their teams by example and then the team was able to turn around and be tasked with the excellent customer service out of internalization for the real mission.

As a leader, when you put your team first, your team will in turn put the people they sacrifice for first. Crazy concept, right? Treat your people how you want them to treat others? And with that - I challenge you all to change your agency mission statements. Instead of saying that the priority is excellence for the community through crime deterrence and proactive policing based or however you agency minces those words, say this:

Our mission is to build a team comprised of women and men that understand they are the priority through inclusion and wellness initiatives. Through our dedication to each and every one of them and their personal and professional growth, we will be able to provide exceptional services for all throughout our community based on this standard of excellence.

Imagine how retention would be. Imagine how recruitment would be. Imagine officers wanting to come to work because they feel valued, appreciated and supported. If they feel that way, they will pay it forward. Imagine having your team feel like their voice matters - in every room and at every table. That’s progressive policing. That’s the change this profession deserves.

Heather Glogolich is a 20+ year NJ Law Enforcement Professional. Heather is currently a Captain with the New Jersey Institute of Technology Department of Public Safety and holds a Doctorate of Higher Education from Saint Elizabeth University. She is an instructor for the NJ Chiefs of Police Command & Leadership Training Course, and is a PTC Certified Police Academy Instructor.