You say you're unhappy with your security service providers? Here's why!

I spoke with a gentleman recently that expressed some 'unhappiness' with their security service provider. And why do you think might have been? There are only two possible reasons... Here they are and how to avoid them…
First, I want to clarify a quick point of misconception. A security system is a lot of things, or it can be a lot of things, but its presence or absence does not necessarily mean an organization is secure or has security. Electro-mechanical systems require procedures in order to be effective. They work within specific parameters and everything outside those parameters must still be met by additional effort. So now what makes you unhappy with your current service provider…

As I said, there are only two reasons why you are unhappy, and both stem from not getting what you want. The first reason is that the service provider is simply not providing the service promised. The contract or service agreement is clear and concise but the vendor cannot meet their obligation. Hopefully your contract either has a non-performance (punishment) clause or if this is unsatisfactory then a means to find another vendor without penalty. The written agreement you have with your vendor should state what you can do them for non-performance; maybe a fine/refund of fees each time a specific service is not performed. Sometimes it’s just not appropriate, or dangerous, to allow this condition to continue – fine or no fine – your just aren’t getting the protection you want. In these instances it is important that your agreement have a means of escape. Unfortunately, the uninitiated tend to sign agreements with vendors (provided by the vendors in a standard format) that actually penalize them for terminating the relationship early. It really doesn’t matter how “standard” their printed service agreement is or their insistence that they cannot make alterations. It’s your service and if one vendor won’t meet your needs then another will. It’s real simple. Security is not magic – security providers and security professionals do not have wizardly abilities that make them special – and there are enough service providers that someone will do what you want the way you want it. Count on it. You just need to find them. Think of all the angry moments you’ve had because of false alarms, missed patrols, or rude service; was it worth the convenience of the vendor or to save a few bucks?

Have you figured out the other likely reason for your unhappiness? It’s tucked into the paragraph above. Your vendor is performing just as the service agreement dictates, but you as the customer entered into an agreement that is inappropriate to your needs, or maybe just your wants. And for that, there is likely to be a penalty for terminating the agreement early. This is not the vendor’s fault – it’s yours. The truth hurts, but it’s not necessarily the end. Many times these agreements can be renegotiated. Why would a vendor do such a thing? Well, hopefully they appreciate your business and want to provide service that you’ll refer to others or at least speak well of whenever the opportunity presents itself. Word of mouth business referrals can’t be beat – and every vendor knows it – because it’s free marketing.

So how then do you avoid these errors and correct them after they happen? Naturally, I’d say find a reputable security consultant to assist you. While we can certainly help you with this, so can many others, and the results will change your view of security providers. Can you do it without a consultant? Sure you can, but you’re already unhappy (or rightly interested in avoiding that heartache) so why expose yourself unnecessarily.

Here’s why it works. A salesperson for the provider is focused on making as sale and preferably getting you to fit a pre-designed format of service. Their questions are focused on getting you into this mold. Your consultant, on the other hand, is focused on your needs and wants; all industry jargon aside. These can then be translated into service requirements. It’s a subtle difference. Typically, you don’t know what these services look and feel like until you experience them, but your consultant does. They have probably had to contract with guard services, alarm services, and courier services; so they know what hurts and what makes the relationship comfortable.

A consultant, or an in-house security manager, can also make for a better go-between. We have professional associations, peer groups, and, of course, our own jargon. It goes right back to the whole referral process. A service provider that takes care of a consultant or security manager can count on good words with other industry peers. And so….

Take a minute and consider what you don’t like about your service providers – and don’t forget what you like as well. Are you being serviced to your expectations?

Rob
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