As a protection consultant in the Los Angeles and Dallas Fort Worth area for a long time I’ve encountered many small and large corporate clients that were buying a new security company. Significantly more than ninety percent of the clients will state accountability issues as the key reason why they are switching security companies. The reason why that managers give me range between incomplete reports, sleeping or unreliable guards which can be constantly late or abandon their post, security guards not following instructions and supervisors not being responsive. In general a protection company with few exceptions will want to provide good service to keep providing service the client and to get future business. The key issue is that many security companies do not need a functional concept of holding security officers, field supervisors and themselves accountable to offer excellent service.
A concept to carry security guards accountable will begin with proper training and proper instructions. It is insufficient to provide verbal instructions the security officers the very first day and then assume that they may provide good service. The Fire watch security companies Boston Massachusetts should be provided detailed written post orders after they have been properly trained by an area officer. The field officer should be frequently and randomly visit the site to make sure that post orders are followed and to offer continued training and positive reinforcement. Electronic equipment should be employed to make sure that security officers are frequently patrolling and being vigilant.
Field supervisors should be held accountable to conduct a certain amount of field visits by giving an area visit report and a report on the grade of service and the behavior of security officers. These reports should be frequently checked by management and training and positive reinforcement should be provided to the field supervisors. Management must hold itself accountable to supervise field supervisors and security consultants and to frequently checking with the client to make sure that they are pleased with the service and to institute changes if they are not. In many cases management will not know that the client is unhappy with the service until they get a cancellation notice. In many cases it’s too late during those times to save the business.
It is relatively easy to open a protection company in California and it’s relatively easy to obtain business from clients that require security. For a protection company to be successful they have to manage to rate inside their clients. In order to retain clients an operating system of checks and balances of holding all employees and management of the security company accountable. Accountability and responsiveness will assure that clients are pleased with the service or that changes are made on a timely basis when they are not. A good security company will have a nonnegotiable security concept that’s practicable and efficient.
Charles Willis is a protection consultant for a protection company in Los Angeles frequently training and coaching Los Angeles Security Guards and Dallas Fort Worth Security Guards. He’s provided security consultations to varied Fortune 500 companies and smaller businesses. He is recognized as one of the specialists in the security consultation field.