Improving Security Guard Services Through Feedback Management

 

How come do property managers have problems with their security guards? Well the answer for that question can be either complicated or simple. There are many reasons that can contribute to the problems that a property manager can have with his security including whom the security guard company is, laws and regulations in regard to security guards, budgetary constraints, the security requirements at the property accessing, the property manager's clients, and the processes and procedures meant for security guard vendors to name just a few. As a property manager you can manipulate some of these factors, while the others you can only accept. Of factors, the easiest to control are the processes and procedures one establish for your security guard franchise company. These processes and measures can alleviate 80 to 90% of the challenges that you choose to encounter.

Many property managers believe that it is the responsibility of the d company to make sure that the level of service that they provide remains within a high level. In truth, many of the problems with security guards begin with this wanting belief. Although no one would dispute the fact that a business should supply the best service that they are capable of providing, you must realize that security guard companies are an especially unique type of product owner. Most vendors provide you with a service that is usually pretty straightforward verify when the job is being well done. For example , if you rent a landscaper and you see that the grass is erratically cut, then the landscaper is not doing the job well. But with a good number of guard companies, the level of service that they provide is often in no way easily discernible. Are they hiring qualified employees? Do they workout their guards adequately? What type of supervision do they provide? On the plus side, most security guard companies do a good job at providing well enough service to most of their clients. In fact , with most security officer contracts, the level of service initially meets and sometimes exceeds the property or house manager's expectations. Unfortunately, in many of these cases a step by step decline in the quality of services seems to occur in the long run. Some property managers believe that this decline in quality has to be anticipated with all guard companies, when the truth is that it truly expected.

There are four (4) main reasons that the quality of service companies security guard companies tends to decline. Typically those reasons happen to be:

1 . Lack of feedback;
2 . Guard and company are usually truly held accountable for poor performance;
3. Guards are quickly trained;
4. Inadequate supervision of the guards.

The easiest remedy of the four (4) is the feedback that is given to the protection guard company. Irregular feedback for your guard company can indicate missed opportunities for incremental increases in efficiency. An advanced00 property manager who is on-property daily, the depth of remarks that you can provide to your security guard company is probably fairly extensive when assessing the security guards that you see while you are truth be told there. You can see whether or not the guard is in uniform, if the guard can do the job, and the guard's customer service skills. The question afterward becomes, how are the guards performing after 5pm as well the weekends, during the hours that you are not there? Do you still getting the same level of service? For property managers who're not on property daily, this question is further significant.

Usually, property managers rely heavily on the input skincare products clients about the performance of security during these off numerous hours. The feedback that is given by a property manager's clients is more than likely some of the most significant feedback that can be given, at times even more important or simply revealing than the property manager's. Often times, this feedback should be only captured periodically and is usually part of a larger client online survey. But because this feedback is so important, both the guard supplier and the property manager should establish a formal process to continually solicit this type of client feedback.

Like off-site property managers, secure company supervisory personnel are not always on-property with the keep, so seeking regular client feedback should always be an ongoing organ of the service that any security guard company provides. Typically, utilizing most guard companies there is a field supervisor or various management level employee that randomly checks on the shooters during the guard's shift. While the field supervisor is on-property they should be talking with your clients to ascertain if there are any posts or suggestions for improving the service that they are providing. Any guard company should also establish a process to receive comments and also suggestions from you and or your clients, when something is running nicely or, more importantly, when something is going poorly. Additionally , the comments and suggestions and any ensuing corrections or possibly changes in service should be compiled into a report and followed. This report should then be provided to the rental property manager on a monthly basis as part of the overall security service.

Based on this article of client feedback, property managers will have an actionable state that they and the security guard company can use to make adjustments so that you can personnel or procedures to maintain a high level of service. Even landlords should also contemplate providing an abbreviated version of this report to their valuable clients to let them know that their concerns are being seen and addressed. If these processes do not exist, then that security guard company is missing opportunities to improve the service quite possibly providing.

In most cases when service quality begins to decline, your company's clients notice the change and will definitely offer insight within the situation. It occurs far too often that a security guard starts to show poor performance traits that if corrected in a timely manner may well eliminate future problems. Your clients can, and should come to be, your eyes and ears when it comes to monitoring your d and g agency, because the more feedback that is given, the more you are able to judge the strengths and weaknesses of the services that you are receiving. Which means that engage your clients and keep them engaged in defining your height of security service.

Mr. Courtney Sparkman is General Broker of Asymmetric Strategies, LLC a Chicago, IL based upon security consultancy serving a broad range of clients that include each of those property managers and security guard companies. He served as the Vp of Operations at one of the premier security agencies for Chicago for 7 years and has nearly 20 years of working experience in client relationship management. Mr. Sparkman has consistently strived to make a difference for the clients that he works with.