More than a Number
The most vital asset to a security company is its customers. Custom security services mean no customer waits in line. Good customer service produces customer loyalty and promotes recommendations. Delivering direct personal attention is also ethical business practice. When you are being paid to provide a service, your customers are not paying to join a group. They are paying because they need your service for their company. Companies may set up a customer loyalty program for those who have been steadfast in their loyalty to an area of business, which can help connect business and customer.
The customer may not always be right, but they are the boss. Strong leadership can be demonstrated by delivering assertive security services while listening and responding to the customer at the same time. Be bold and tell the customer when they are wrong. But be able to back it up with information and provide alternatives. Respect your role as a service provider.
Take the time to identify customer needs. Ask questions – the right questions to be sure the customer need is fully understood. Demonstrating attention to detail makes the customer feel you are interested in the specifics of their security requirements.
Creative problem solving also demonstrates your commitment to individual attention. The benefit of experience is that there are a lot of tools in the toolbox to come up with customized security solutions.
Constant communication is key. Customers need to feel like their security plan is in place, working and efficient at all times. It’s also a comfort to hear that there is/was a problem, that it was dealt with and corrections were made without the client having to point it out. That shows that their security services are being monitored. It shows that their need is cared about.
Educating the customer also demonstrates commitment to service. Helping them understand the totality of their security environment, their location and the available resources opens up communication. After all, making a customer feel comfortable is a key aspect of customer loyalty.
Being available 24-7 on an individual basis and being responsive are not just policy – they are doctrine. Individual attention, knowing their names, knowing the assignment and delivering custom security services should leave the customer feeling like they are the only customer in the world.