Enhancing Safety Guard Services Via Feedback Management

Why do home managers have troubles with their security guards? Properly the answer to that query can be either complex or uncomplicated. There are many elements that can contribute to the challenges that a property manager can have with his security guards including whom the safety guard company is, laws and regulations with regards to safety guards, budgetary constraints, the safety requirements at the property in question, the property manager’s clientele, and the processes and procedures for safety guard vendors to name just a few. As a house manager you can handle some of these elements, while the other individuals you can only accept. Of these elements, the easiest to manage are the processes and procedures you establish for your safety guard firm. These processes and procedures can alleviate 80 to 90% of the challenges that you encounter.

Many house managers think that it is the duty of the safety guard corporation to make sure that the level of service that they give remains at a higher level. In truth, several of the issues with safety guards start with this erroneous belief. Despite the fact that no one would dispute the reality that a vendor must provide the finest service that they are capable of delivering, one particular ought to understand that security guard providers are an particularly exceptional type of vendor. Most vendors provide you with a service that is commonly pretty easy to confirm when the job is becoming nicely done. For instance, if you employ a landscaper and you see that the grass is unevenly reduce, then the landscaper is not performing the job well. But with most guard businesses, the level of service that they offer is usually not effortlessly discernible. Are they hiring qualified personnel? Do they train their guards adequately? What form of supervision do they supply? Luckily, most safety guard organizations do a good job at delivering adequate service to most of their clientele. In truth, with most security guard contracts, the level of service initially meets and in some cases exceeds the property manager’s expectations. Sadly, in a lot of of these instances a gradual decline in the high-quality of services seems to occur over time. Some property managers think that this decline in quality is to be anticipated with all guard firms, when the truth is that it should not be anticipated.

There are 4 (four) most important reasons that the quality of service provided by security guard organizations tends to decline. Normally those factors are:



1. Lack of feedback
two. Guard and enterprise are not truly held accountable for poor overall performance
three. close protection driver in London are poorly trained
4. Inadequate supervision of the guards.

The easiest to correct of the four (4) is the feedback that is offered to the safety guard organization. Irregular feedback for your guard company generally implies missed opportunities for incremental increases in efficiency. If you are a home manager who is on-home every day, the depth of feedback that you can supply to your safety guard firm is likely relatively substantial when assessing the safety guards that you see whilst you are there. You can see no matter whether or not the guard is in uniform, if the guard knows how to do the job, and the guard’s client service expertise. The query then becomes, how are the guards performing after 5pm and on the weekends, for the duration of the hours that you are not there? Are you nevertheless getting the same level of service? For property managers who are not on home day-to-day, this query is even far more important.

Generally, home managers rely heavily on the input from their clients about the performance of safety during these off hours. The feedback that is provided by a property manager’s clients is in all probability some of the most important feedback that can be provided, at times even far more important or revealing than the house manager’s. Usually instances, this feedback is only captured periodically and is generally component of a bigger client survey. But simply because this feedback is so critical, both the guard business and the property manager should establish a formal method to often solicit this kind of client feedback.

Like off-internet site house managers, guard firm supervisory personnel are not generally on-home with the guard, so in search of normal client feedback should often be an ongoing part of the service that any safety guard organization supplies. Ordinarily, with most guard corporations there is a field supervisor or other management level employee that randomly checks on the guards in the course of the guard’s shift. Even though the field supervisor is on-house they must be speaking with your clients to ascertain if there are any comments or suggestions for enhancing the service that they are supplying. Every guard company really should also establish a approach to get comments or ideas from you and or your customers, when some thing is going nicely or, extra importantly, when anything is going poorly. Furthermore, those comments and suggestions and any ensuing corrections or adjustments in service ought to be compiled into a report and tracked. This report should then be provided to the property manager on a month-to-month basis as part of the overall security service.

Based on this report of client feedback, property managers will have an actionable report that they and the security guard business can use to make adjustments to personnel or procedures to maintain a high level of service. Home managers really should also contemplate offering an abbreviated version of this report to their clients to let them know that their issues are getting heard and addressed. If these processes do not exist, then the safety guard company is missing possibilities to boost the service that they are giving.

In most cases when service high quality starts to decline, your customers notice the alter and will absolutely supply insight into the predicament. It happens far as well typically that a security guard starts to show poor functionality traits that if corrected in a timely manner could eliminate future issues. Your customers can, and ought to be, your eyes and ears when it comes to monitoring your safety guard agency, because the a lot more feedback that is offered, the much more that you will be in a position to judge the strengths and weaknesses of the services that you are getting. So engage your clientele and keep them engaged in defining your level of security service.

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