Customer Oriented Quality Service (COQS)
When you think about customer service, you often think only about the quality service given to you in a retail environment. But security, and all other service companies, also needs to be concerned with quality service. And why?
#1 is the fact that the security industry is far too competitive. Many times security providers make less, and the officers as well, than a janitorial company at the same client or company. The person responsible for millions of dollars of property & lives makes less than the person who ensures it’s clean.
#2 would be that our image in the security industry is tainted by those who refuse to have any customer or quality service guidelines. “Here’s your post. Now go out and be a security guard”. And unfortunately these guards don’t get any training or supervision at post, even if they are proprietary.
Yet, quality control/assurance/service is even more critical than any other service security provides. If a security company/officer refuses to provide that quality service it can lead to innumerable issues and problems. And these would include allowing intruders and theft.
Manufacturing, retail, and other service businesses are concerned with costs, the process, and efficiency. That isn’t so in security. It has to be measured through the risks that are or could be faced on a daily basis. In most instances this could be simple theft or inefficiency. But it could also be terrorism or workplace violence (WPV). In the United States WPV is a more likely ending instead of terrorism.
Therefore, you have to look at the title of this post to coming close to understanding quality service/assurance/control. The COQS method helps to ensure that all aspects of the client/company are protected to the highest degree possible. And it’s not easy to do in the competitive edge of the industry.
COQS and Security
Letting the client/company know that they are the reason you’re here
Concentrating on the client/company – customer oriented
Providing customer service in a fair and impartial manner to ALL employees & visitors
Ensuring that our adversaries, whoever they may be (employees or others) do not break thru
Ensuring that the policies & procedures are followed to the best of our abilities – no favoritism
Knowing when and how to be firm but fair
Treating everyone with a courteous attitude – not a cold shoulder
The officer knowing the post or assignment intimately with all its nuances – after learning it of course
The security company providing quality service to its officers
The company knowing the stages of companies that do it right every time
The company having quality control/assurance procedures in place
Continuous follow-up between the company, client, & officers
The officers & company continually testing and being in the forefront of training
Should I go on with this? These are only a few of the items that security companies and officers need to do in order to provide COQS to their client or company if they are proprietary. And as I stated above, few small local providers have even one or two of these.
And it’s not just the smaller local companies. Many larger national companies have forgotten the finer points of COQS. And again I bring it back around to the back-stabbing competitiveness of the industry. And of course it’s not all their fault either.
Clients, and proprietary departments, are constantly demanding that security do more with less. Clients will play providers off one another. Proprietary departments face cuts at every turn.
And why? Because the C-suite and management are short sighted and looking for the bottom line and not the safety and security of their employees or visitors. In any incident of WPV you look at the lack of effective procedures or policies that could have possibly stopped the shooter or perpetrator.
Robert D. Sollars is a recognized expert on workplace violence prevention and other security issues. With numerous interviews, blogs, articles, and 2 books he has proven himself in the security arena for more than 31 years, and 23 studying workplace violence issues.
His latest book ‘one is too Many: Recognizing & Preventing Workplace violence is available for numerous e-book formats. It helps all organizations to reduce their risk and limit their liability of an incident. And it does this by breaking the rules in several ways, as well as following conventional wisdom in others.
He utilizes his years of field knowledge to give real life examples of incidents pulled from both his own experiences and the news headlines. Contact him at 480-251-5197 or Visit his Facebook page http://www.facebook.com/oneistoomany, Here you will see and read about other items related to WPV/SV as well as incidents you may not have heard or thought about.