Why do property managers have issues with their security guards? Well the answer to that question could be either complicated or simple. There are lots of factors that can contribute to the difficulties that a property manager may have with his security guards including whom the security guard company is, laws and regulations regarding security officers, budgetary constraints, the protection requirements at the property in question, the property manager’s clients, as well as the processes and procedures for security guard vendors to name just a few. As being a property manager it is possible to control many of these factors, while the others you can only accept. Of those factors, the best to control are the processes and procedures you establish for your security guard company. These processes and procedures can alleviate 80 to 90% of the challenges which you encounter.
Many property managers believe that it must be the duty from the security guard company seattle to make certain that the degree of service that they provide remains at a high level. In truth, lots of the problems with security officers begin with this erroneous belief. Although no person would dispute the reality that a vendor should provide you with the best service they are able to providing, you have to understand that security guard companies are an especially unique form of vendor. Most vendors provide you with a service that is usually pretty easy to verify when the job will be well done. For example, if you hire a landscaper and you also see that the grass is unevenly cut, then this landscaper is not carrying out work well. However with most guard companies, the degree of service that they provide is frequently not easily discernible. Will they be hiring qualified employees? Do they really train their guards adequately? What sort of supervision will they provide? Fortunately, most security guard companies conduct a good job at providing adequate service to the majority of their clients. In fact, with many security officer contracts, the degree of service initially meets and sometimes exceeds the property manager’s expectations. Unfortunately, in most of these cases a gradual decline in the quality of services seems to occur with time. Some property managers think that this decline in quality will be anticipated with all of guard companies, when the fact is that it must not be expected.
The simplest to correct from the four (4) is the feedback which is provided to the protection guard company. Irregular feedback for your guard company often means missed opportunities for incremental increases in efficiency. In case you are a house manager who may be on-property daily, the depth of feedback that one could provide for your security guard company is probably fairly substantial when assessing the protection guards that you see when you are there. You will notice whether the guard is at uniform, in the event the guard knows how to complete the job, and the guard’s customer service skills. The question then becomes, how are definitely the guards performing after 5pm and on the weekends, throughout the hours that you will be not there? Are you currently still obtaining the same amount of service? For property managers who are not on property daily, this inquiry is much more significant.
Usually, property managers rely heavily on the input from their clients about the performance of security during these off hours. The feedback that is provided by a house manager’s clients is probably some of the most significant feedback which can be given, sometimes much more important or revealing compared to property manager’s. Quite often, this feedback is just captured periodically and it is usually part of a larger client survey. But since this feedback is so important, both guard company as well as the property manager should establish a formal process to regularly solicit this kind of client feedback.
Like off-site property managers, guard company supervisory personnel are certainly not always on-property with all the guard, so seeking regular client feedback should be a continuing portion of the service that any security guard company provides. Typically, with a lot of guard companies there is a field supervisor or any other management level employee that randomly checks on the guards through the guard’s shift. While the field supervisor is on-property they must be talking with your customers to find out if you will find wfexud comments or ideas for improving the service they are providing. Each guard company must also begin a process to get comments or suggestions from you and or your customers, when something is certainly going well or, most importantly, when something is going poorly. Additionally, those comments and suggestions and any ensuing corrections or modifications in service ought to be compiled into a report and tracked. This report should then be provided to the home manager every month as part of the overall security service.
Based upon this report of client feedback, property managers will have an actionable report that they and the security guard company may use to help make alterations in personnel or procedures to keep a higher amount of service. Property managers also needs to contemplate providing an abbreviated version with this report with their clients to let them know their concerns are being heard and addressed. If these processes usually do not exist, then this security officer clients are missing opportunities to increase the service that they are providing.
Typically when service quality starts to decline, your clients notice the change and will definitely offer advice about the situation. It takes place much too often that a security guard begins to show poor performance traits that when corrected in a timely manner could eliminate future problems. Your clients can, and must be, your eyes and ears with regards to monitoring your security officer agency, as the more feedback which is given, the greater that you will be able to judge the good and bad points from the services that you are currently receiving. So engage your clients whilst keeping them engaged in defining your degree of security service.