Managing Security Officers – Part 2
Customer service goes both ways with managing officers. Both the company and client management have to treat their officers with the same fairness as they would an external customer. And with a contract company it may be just as important to treat them as a Disney or Nordstrom employee would, very carefully.
And this goes for client management as well. The client believes, usually in my experience, they can treat the officers anyway they wish and it won’t have an affect or effect on them. They can, and do in some instances, lie, cheat, & misinform the officers and blame it on them, not taking the responsibility for themselves. Additionally, they think that officers are nothing more than dead weight that can be cast off whenever they wish, or transferred. Even if those reasons are illegal, they’ll do it to the officers, and contractor, anyway. This leaves the contractor holding the bag, generally, for anything improper.
When it comes to contract management, it’s the same thing. They think of reasons to get rid of people if they want. And in right-to-work states it can be worse. I will be the first to say there are times when we had to be tough on an officer because the client demanded it and they expected such. But finding a reason to terminate someone because they didn’t exactly look the part…
As security professionals, we need to be more aware of how we manage our officers, so that we do it efficiently. Does this mean we should be lenient when they do wrong? Absolutely not. I’d be the first to fire someone if I thought they deserved it. And at the very least transfer then to a more appropriate post.
However, the one thing we have to consider is that the client isn’t always right! And I don’t really care what the old adage says. The customer is not always right, and sometimes they are just plain wrong. And we need to tell them that, even at the risk of losing the account.
And this goes for security company management as well. While we like to think that we are always right and our mistakes will never cause a problem or are so minor as to be annoyance, that’s wrong as well. We are just as human as the officers who work for us, and therefore just as prone to making a mistake as anyone else, no matter our level of education or experience.
So, we need to take a lesson from the Attitudes that foster violence in the workplace and learn to treat everyone equally and not disparately. No favoritism, And no shifting blame to someone else if we do something wrong – like a 2 year old.
Manage with compassion, as far as you can, distinction, and loyalty. If we do these things, then we’ll get loyalty and dedication in the process. And hopefully with the right training and managers, officers who know what to do, both when and how. Treat them like adults, and supervisors, until they prove you wrong.
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 32 years, and 24 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.