In the race to increase revenue at all costs, little thought is given to the real impact of providing mediocre supervision in today’s security firms. This has resulted in a significant turnover in most security companies including turnover in management and supervision. Clients should inquire about the tenure and qualifications of the personnel that will be managing their account. This should include those personnel that will be charged with visiting your facility after hours. Ask for a resume for each person that will have involvement with your account.
Clients should also look at the companies training programs and determine what they provide to their management team. This will give an indication of the company’s attitude towards career development. Failure to invest in the career development of the management team is a good indication of a company’s lack of commitment to training their management team. This lack of career development and training for supervision only works to increase turnover in these positions, which will have a negative impact on service delivery to clients and poor treatment of officers.
It makes more sense to pay more, train appropriately, attract security professionals, and then monitor site performance less frequently in person augmented with technology? Higher quality supervision coupled with technology to monitor daily activities would improve the interaction between management and the officers assigned to client sites. More professional management can accomplish more with a more tailored approach to the supervision and training of officers.
With the race amongst the large players for more revenue, they often ignore the basics of the business in order to increase top-line growth. Often this is done with little regard to how to actually provide service and in many cases, little consideration is given to the financial performance of the account which leads to further margin erosion. This process then perpetuates the lack of decent wages, professional training, and service innovation as the shrinking margin does not allow for these types of investments. Nowhere in our industry is this more obvious than by the level of management and supervision provided by most security providers.
– Tom Parrish, CEO