Improving Security Guard Services Through Feedback Management

Why do property managers end up having their security guards? Well the solution compared to that question could be either complicated or simple. There are lots of factors that can subscribe to the issues that a property manager can have with his security guards including whom the security guard company is, laws and regulations regarding security guards, budgetary constraints, the security requirements at the property under consideration, the property manager’s clients, and the processes and procedures for security guard vendors to name merely a few. As a property manager you are able to control many of these factors, while the others you are able to only accept. Of these factors, the simplest to regulate will be the processes and procedures you establish for the security Bodyguard service Boston company. These processes and procedures can alleviate 80 to 90% of the challenges that you encounter.

Many property managers believe it is the responsibility of the security guard company to make sure that the level of service that they provide remains at a high level. In fact, most of the difficulties with security guards begin with this particular erroneous belief. Although no you might dispute the fact that a vendor should supply the best service which they are designed for providing, one must recognize that security guard companies are an especially unique type of vendor. Most vendors give you something that is usually pretty an easy task to verify when the work is being well done. As an example, in the event that you hire a landscaper and you note that the grass is unevenly cut, then a landscaper isn’t doing the work well. But with many guard companies, the level of service that they provide is frequently not easily discernible. Are they hiring qualified employees? Do they train their guards adequately? Which kind of supervision do they provide? Fortunately, most security guard companies execute a good job at providing adequate service to most of the clients. Actually, with many security guard contracts, the level of service initially meets and sometimes exceeds the property manager’s expectations. Unfortunately, in a number of these cases a gradual decline in the caliber of services seems that occurs over time. Some property managers believe that decline in quality is to be anticipated with all guard companies, when the reality is so it should not be expected.

You will find four (4) main reasons that the caliber of service provided by security guard companies tends to decline. Typically those reasons are:

1. Insufficient feedback; 
2. Guard and company aren’t truly held accountable for poor performance; 
3. Guards are poorly trained; 
4. Inadequate supervision of the guards.

The easiest to correct of the four (4) may be the feedback that is fond of the security guard company. Irregular feedback for the guard company often means missed opportunities for incremental increases in efficiency. If you’re a property manager who is on-property daily, the depth of feedback as possible provide to your security guard company might be fairly substantial when assessing the security guards that you see when you are there. You will see whether or not the guard is in uniform, if the guard knows how exactly to perform the job, and the guard’s customer service skills. The question then becomes, how will be the guards performing after 5pm and on the weekends, throughout the hours that you will be not there? Are you still getting exactly the same degree of service? For property managers who are not on property daily, this question is a lot more significant.

Usually, property managers rely heavily on the input from their clients in regards to the performance of security during these off hours. The feedback that is written by a property manager’s clients might be some of the most significant feedback which can be given, at times a lot more important or revealing compared to the property manager’s. Often times, this feedback is only captured periodically and is generally section of a bigger client survey. But since this feedback is so important, both guard company and the property manager should establish a formal process to regularly solicit this sort of client feedback.

Like off-site property managers, guard company supervisory personnel aren’t always on-property with the guard, so seeking regular client feedback should always be a continuous part of the service that any security guard company provides. Typically, with many guard companies there is an area supervisor or other management level employee that randomly checks on the guards throughout the guard’s shift. As the field supervisor is on-property they should be talking with your clients to ascertain if there are any comments or suggestions for improving the service they are providing. Each guard company should also establish a procedure for comments or suggestions from you and or your clients, when something is going well or, most importantly, when something is going poorly. Additionally, those comments and suggestions and any ensuing corrections or changes in service ought to be compiled into a written report and tracked. This report should then be provided to the property manager on a monthly basis as part of the entire security service. 

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