The importance of customer satisfaction and loyalty for security companies
In any industry that revolves around customer service, customer satisfaction must always be the top priority. This is no different when it comes to a security company.
While companies offering security guard hiring services may not have to interact with their customers as frequently as those in other industries, it is still vital that they take steps to put their customers’ satisfaction first at every opportunity .
After all, keeping customers happy is the key to building loyalty in your business. If security guard companies want to satisfy their customers, they must make them feel as if their safety is truly valued and show them respect, kindness and professionalism.
Needs and expectations of customers who hire security guard services
Investing in security guards can be incredibly important for owners of all types of properties. In addition to preventing thefts and other crimes from occurring, having security guards on duty can help make both staff members and customers feel much safer when entering a building.
Aside from the basics, below are some of the key needs and expectations that clients tend to have when hiring security guards:
Hospitality
In addition to offering protection to their customers, security guards should also bring a sense of hospitality to the table. Instead of intimidating everyone who walks through the doors of a building, security guards should make people feel welcome. Something as simple as holding the door open for someone or greeting them with a “hello” could go a long way.
Use of technology
We live in an age where there is a technological device available for just about any need you can imagine, and there are certainly many technologies to amplify security.
Customers will definitely be more satisfied when they notice that the security guards they hire take advantage of these technologies to maximize the effectiveness of their services.
Strategy
It is important for customers to feel like their security guards have a strategy in place to maintain the security of the property. This strategy should include ways to reduce theft without negatively impacting the paying customer experience.
The benefits of customizing security solutions to each customer’s specific needs
Every client and every building has a different set of needs. Therefore, applying the same general approach everywhere will never be effective for security purposes. A good security company will be able to work closely with their clients to assess their needs and those of their property so they can provide a flexible security approach that meets those needs.
It’s important for customers to know that whether they need armed or unarmed security guards, event security personnel, or mobile patrols, your company can meet those requirements and offer flexible solutions.
Depending on many factors, such as a property’s location, crime rate, building design, and whether the building is used residentially or commercially, there may be some security approaches that work better than others.
When customers see that you are investing time and effort to ensure that your security approach is best suited to their specific situation, they are bound to place more trust in your services, which is critical to keeping them satisfied. On the other hand, if a customer feels that their particular needs are being ignored, they are likely to look elsewhere for a security company that can meet those needs.
The importance of hiring and training professional security personnel
When clients look for security guard companies for the protection of their property, they most often look for those with professional security staff, as anything less simply won’t do.
Customers want to know that the safety of their property, staff and customers is entrusted to professionals who know exactly what they are doing. Professional security personnel will remain vigilant in maintaining their security practices 24/7, always taking the job seriously, as property loss prevention is most effective in this case.
True security professionals will know exactly what needs to be done and will always have plans, as well as backup plans, to deal with emergencies of all types.
When customers recognize that their security guards are solid professionals who go above and beyond what is expected of them, it makes them feel safe, which is always the ultimate goal.
Transparent reporting and accountability
In industries of all types, accountability should be of great importance, as it is critical to the success of both employees and businesses. This also applies to security companies. If a security company is not responsible, probably no customers will use its services.
This is why all security guards on your team must be aware from the start that they will be held accountable for their actions at all times when they are on duty.
If all of your security guards know that they must maintain accountability at all times, this will encourage them to always perform their duties to the best of their abilities and never compromise the quality of their work.
It will also allow your customers to see that your company takes appropriate action when the service quality of its employees is lacking, meaning they won’t have to worry about dealing with such issues themselves.
How to satisfy your customers as a security guard company
If you want the success of your security company to grow and progress, the only way to do so is to build a solid customer base. For this to happen, you need to put a lot of effort into maintaining customer satisfaction.
In this industry, customers tend to be more satisfied when they perceive your flexibility, adaptability, professionalism, responsibility, hospitality and technological expertise. They also want to see your security guards go above and beyond to ensure that their specific needs are met and that maximum effort is made to keep their property, employees and customers safe and secure.
Jessica Coates
Jessica Coates is a blogger from Toronto. She graduated cum laude from the University of British Columbia with a double degree in Business Administration and Creative Writing. Jessica Coates is a community manager for small businesses across Canada. When she’s not working, she quietly studies economics, history, law and business solutions.