The push and pull of innovation in professional services: when vision meets reality
When Mark Burgess rolled out a new engagement letter system at Ensors Chartered Accountants, he expected some resistance. What he didn't anticipate was how that pushback would reveal fundamental truths about innovation in professional services. The most counterintuitive discovery? The silence of disengagement is far more dangerous than vocal opposition.
This insight challenges conventional thinking about change management in accounting firms and the wider professional services sector. In their candid conversation on That Moment podcast, Mark Burgess (CTO) and Mark Hewitson (IT Partner) pull back the curtain on the challenging reality of transformation. Their experience offers rare insights into how traditional firms can navigate the delicate balance between innovation and operational stability.
Change management insight: Why silence is more dangerous than pushback
The engagement letter system was a clear win on paper. It saved hundreds of hours monthly and delivered massive financial impact. Yet team members pushed back on extra clicks and unfamiliar processes, yearning for "the old way."
"The pushback isn't the problem. Silence is," Mark Hewitson explains. "If people aren't engaging with the system, aren't trying it, that's a bigger problem for us overall."
This insight turns conventional wisdom about change management in accounting firms on its head. Rather than viewing resistance as failure, savvy leaders recognise it as engagement - a sign that people care enough to voice concerns rather than quietly going through the motions.
Mark Burgess adds crucial perspective: "Change is quite scary for most people. Work is a comfort blanket." This human reality underpins every successful transformation initiative.
The delicate balance: vision versus rules
One of the most telling dynamics emerges between the two Marks. Mark Burgess champions freedom and flexibility, whilst Mark Hewitson emphasises compliance and structure. This tension isn't a flaw - it's the secret sauce of effective leadership in regulated industries.
"There are rules we have to abide by," Mark Hewitson notes, referencing the firm's history of failed IT projects. His pragmatic approach keeps innovation grounded in regulatory reality. This matters particularly in an industry where anti-money laundering violations can land you with a 14-year stretch.
The takeaway for leaders driving innovation in professional services: you need both visionaries and pragmatists. Innovation without compliance is asking for trouble. Compliance without innovation is a slow death by a thousand cuts.
The art of the possible: expanding minds before demanding change
Here's where Ensors discovered something powerful about reducing resistance. Rather than imposing solutions, they show teams "the art of the possible" without immediately demanding buy-in.
"Don't just not look at it because you think they're not going to change," Mark Burgess advises. This approach - demonstrating new tools and approaches before asking for adoption - reduces resistance by involving teams in discovery rather than imposing ready-made solutions.
This strategy becomes crucial when roles get flipped and comfort zones are deliberately challenged.
When roles get flipped: the power of perspective-taking
What happens when you deliberately push leaders outside their comfort zones? The Ensors team discovered something remarkable about breaking down organisational silos through perspective-taking.
The scenario they explored: implementing regular client listening calls focused on business challenges rather than tick-box updates. Instead of predictable arguments, roles were deliberately flipped.
Mark Hewitson, typically cautious, argued passionately: "When do we stop and ask, what does the client want? How do they want to interact with us?"
Meanwhile, Mark Burgess raised practical concerns about billable time targets and staff comfort levels. This role reversal revealed a crucial truth: the best client engagement strategies don't emerge from echo chambers.They come from deliberately seeking out uncomfortable perspectives and allowing them to be debated openly.
The champion strategy: scaling change across offices
With six disparate offices operating differently, Ensors faced a classic challenge: how do you scale innovation in professional services across decentralised teams?
Their solution: identify champions in each location to drive transformation locally. "Pick champions in each of those offices to drive that change," Mark Hewitson explains. This approach recognises that top-down mandates alone rarely stick in environments where autonomy runs deep.
Mark Burgess emphasises the human element: "We've pushed responsibility down. Some of the junior team members have been doing amazing projects. They come into work enthused and they want to come to work."
The energy becomes infectious when people feel ownership rather than obligation.
Calculated change versus reckless innovation
Both leaders stress measured risk-taking over wholesale disruption. "It's not about wild change, just reckless change. It's about calculated change," Mark Burgess notes.
This philosophy acknowledges a crucial reality: clients trust firms precisely because they're reliable and consistent. Innovation in professional services must enhance rather than undermine that foundation of trust.
The key insight: successful transformation isn't about turning everything upside down. It's about strategically improving specific processes whilst maintaining the quality clients expect.
Practical leadership takeaways
The Ensors experience offers a practical roadmap for any leader grappling with transformation in traditional environments. These aren't theoretical principles - they're battle-tested approaches that work:
Embrace pushback as engagement - silence indicates disengagement, not acceptance
Pair visionaries with pragmatists in leadership roles
Show possibilities before demanding adoption - reduce resistance through discovery
Identify local champions rather than relying solely on top-down mandates
Focus on calculated improvements that enhance core service delivery
Use role-reversal exercises to break down silos and encourage fresh thinking
Moving forward: the innovation imperative
The conversation between these two Marks illustrates a fundamental truth: progress happens in the tension between pushing boundaries and pulling back to ensure stability. Neither pure innovation nor rigid traditionalism succeeds on its own.
As professional services firms face increasing commoditisation and changing client expectations, this balance becomes even more critical. The firms that thrive will be those that, like Ensors, learn to harness both the push of innovation and the pull of practical wisdom.
The insights from Mark Burgess and Mark Hewitson offer a roadmap for leaders grappling with similar challenges - including real examples of what works, what doesn't, and the emotional reality of leading change in traditional organisations.
Ready to dive deeper into these insights on innovation in professional services?
Listen to the full episode and discover how these leaders transformed a 300-person traditional firm into a forward-thinking organisation - one calculated change at a time.
About Supo:
Supo provides people-first intelligence software for professional services firms, helping businesses maximize profit and motivate their people through powerful, AI-enabled business intelligence dashboards. By connecting over 500+ platforms and providing real-time data analysis, Supo helps firms make better data-driven decisions about their profit, projects, and people.
For more information about Supo: www.supo.co.uk
About Ensors:
Ensors is one of East Anglia's largest and most respected firms of independent chartered accountants and business advisors, supporting clients for over 130 years with multi-award winning expertise. Offering a comprehensive range of accounting services to both individuals and businesses across London and East Anglia, Ensors combines expertise with clarity, experience with accessibility, and knowledge with passion. From accounts preparation and tax planning to corporate finance, business acquisitions, and forensic accounting, Ensors serves diverse sectors including agriculture, manufacturing, healthcare, and charities, ensuring expert support across various fields.
For more information about Ensors: www.ensors.co.uk