Because property managers have problems with their security guards? Well, the answer to this question can be complicated or simple. There are many factors that can contribute to the problems that a property manager can have with his security guards, including which the company security guard, laws and regulations on security guards, budget constraints , the security requirements at the property in question, the manager of the property, guests, and the processes and procedures for security guard providers to name a few. As a property manager, you can control some of these factors, while others can only accept. Of these factors, the most easy to control are the processes and procedures is established for your company security guard. These processes and procedures can relieve 80-0% of the challenges encountered.
Many property managers believe that 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, many of the problems with the security guards start with this erroneous belief. Although no one would dispute the fact that a seller must provide the best service that they are able to provide, you have to realize that the security guard companies have a particularly unique provider type. Most vendors provide a service that is usually pretty easy to check if the job was well done. For example, if you hire a landscaper and you see that the grass is cut unevenly, then the landscape is not doing the job well. But with most watch companies, the level of service that they provide is often not easily distinguishable. They are hiring qualified staff? They do not train their guards properly? What kind of supervision they provide? Fortunately, most of the security guard companies do a good job at providing an adequate service for the majority of their clients. In fact, with most of the security guard contracts, the level of service initially meets and sometimes exceeds the expectations of the property manager. Unfortunately, in many of these cases a gradual decrease in the quality of services appears to occur in time. Some property managers believe that this drop in quality must be anticipated by all watch companies, when the truth is that it should not be expected.
There are four (4) main reasons that the quality of the service provided by the security guard companies tends to decrease. Typically these reasons are:
1. Lack of feedback;
2. Guard and companies are not truly held accountable for poor performance;
3. The guards are poorly trained;
4. inadequate supervision of the guards.
The simplest method to correct the four (4) is the feedback that is given to the security guard company. an irregular feedback for your company guarding often means missed opportunities for incremental increases in efficiency. If you are a property manager who is on-owned daily, the depth of feedback that you can provide for your company security guard is probably fairly consistent in assessing the security guards that you see while you are there. You can see if the guard is in uniform, if the guard can do the job, and skills to the customers of the guard service. The question then becomes, how are the guards running after 5pm and on weekends, during the hours that are not there? You're still getting the same level of service? For property managers who are not on the property daily, this question is even more significant.
Usually, property managers rely heavily on contributions from their customers about the safety performance during these off hours. The feedback that is given by the customers of a property manager is probably some of the most significant feedback that can be given, sometimes even more important or which reveal that the property manager. Often, this feedback is captured only periodically and is usually part of a larger customer survey. But because this feedback is so important, both for the guard company and the property manager should establish a formal process to regularly solicit this type of customer feedback.
As off-site property managers, the company's security staff guards are not always on-property with the guard, so looking for a regular client feedback should always be a constant part of the service that every business security guard provides. Typically, with most of the guard companies there is a field supervisor or other employee management level that controls randomly on the guards during the turn of the guard. While the field supervisor is on-property that should speak with your clients to ascertain if there are any comments or suggestions to improve the service we are providing. Every company guard also would establish a process to receive comments or suggestions from you and your customers or when something is going well or, more importantly, when something is going wrong. Additionally, comments and suggestions and any corrections consequential or service changes must be compiled into a report and monitored. The report should be provided to the property manager on a monthly basis as part of the comprehensive security service.
Based on this relationship of customer feedback, property managers will have a useful report that they and the security guard companies can use to make adjustments to personnel or procedures to maintain a high level of service. property managers should also consider providing a shortened version of this report to their customers to let them know that their concerns are heard and addressed. If these processes do not exist, then the company security guard is missing the opportunity to improve the service we are providing.
In most cases, when the quality of the service begins to decline, your customers will notice the change and will surely offer understanding of the situation. It happens too often that a security guard begins to show poor are benefits which, if corrected in a timely manner may eliminate future problems. Your customers can, and should be, the eyes and ears when it comes to monitoring your agency security guard because more feedback that is given, the more you will be able to judge the strengths and weaknesses of the services you receive. So engage your customers and keep them engaged in defining the level of security.
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