adding value

[N. A. Corbier]

Tomorrow night the emergency power circuit for my 25 floor hotel will be shut off so that the newly renovated elevators can be connected to it. We will have no water, stairway lights or elevators. (It is something that has to be done there is never a good time to do it). As a result I will double my in-house staff from 1 to 2. I will also be hiring 2 agents from a contract company. 3 Managers will be there as well as a Bellboy & Houseman. There are very few check ins after 23h00. However if someone does arrive with baggage we ALL are expected to help them get to their room. Do you think the contract people are going to refuse?

Not if they value their jobs. That's not a security related function, but they know if they refuse they endanger the client contract and they'll be out on their ass by end of shift.

Client: "Your guard is refusing to take luggage."
Supervisor: "I'm really sorry about this, we'll have someone there who'll work with you as soon as possible. Tell the guard they're relieved, and I'll be by in a few minutes to collect their badge and ID. He'll be fired the next morning. Again, I'm really sorry."
Client: "Your boss says you're fired."

[N. A. Corbier]

Let me clarify my point! ... I don't know about the world of inhouse security but sweeping floors and similar chores is lunacy! Unless it's in the post orders, you don't do it. I would tell my people that when requested by a client to perform an unauthorized task, to be polite and call their supervisor immediately. You are there to protect the client's property and employees, not ingratiate yourself with the client contact or other employees.

(Oh boy, I can't wait to see the heat I have to take on this one)

I forgot to address this one specifically. This is what you are supposed to do, but most contract security guards know that they'll be out on their ass if they dare speak up to the client.

I refused to mop floors and play repairman. Armed condo contract. I was ordered to leave my property by the president of the condo association. I refused to leave, (Dereliction of duty if I leave without being properly relieved, no manager can override my duty to the State of Florida as outlined under contract to man my post) and he summoned a police officer who understood why I couldn't leave and then releived me of my lawful duties under 493.

The contract was terminated by the client, but we won in court. If I had worked for a less "progressive" contract company, I would of been fired and had "failed to perform expected duties" forwarded to the state unemployment commission as why I was fired.

You do what the client says. Rule #1 in warm body contract security. If the client says mop floors, your supervisor will most likely tell you, "DO YOU WANT TO LOSE YOUR JOB CAUSE IF WE LOSE THIS CONTRACT YOU WILL. YOU BETTER MOP THAT FLOOR."

After all, the guard works for near minimum wage. If he won't do it, someone else will.

[hrdickinson]

Adding Value

These are the things that security companies are calling "value-added services" now days. It is common for a contract security guard to have such value added services as: Weigh Scale Operator, Janitoral Engineer, Concierge, First Aid Squad Member, etc.

Some of these are not bad. The issue, of course, is that many supervisory personnel and many companies are putting these into the post orders. A common example was that a security guard was ordered to turn his "security guard" badge over to the supervisor as he showed up for work. He did so. The new one said "Securex Services," a now-bought out Tampa company, and he was told that his duties were expanded to include mopping floors. He refused, as he was not informed of this and was an armed officer. He was terminated on the spot for failing to obey his post orders.

Value Added Services has become another term that the security companies are using to ensure that they can "prove a negative" not by articulating the security services they provide, but by adding non-security functions to the job.

Many guards double as valets, for example. Who's watching the property while your parking cars? Nobody.

This is why the term "Value Added Services" has been corrupted.

Nathan,

With all do respect, and I mean that sincerely, I will stand by my statements. There are over 10,000 security companies in the U.S. alone and with a population of that number of owners/branch managers/supervisors, etc., there are unfortunately, a great number of sleazeballs out there. I deal with small companies on a daily basis and give seminars around the country that owners attend because they are trying to do the right thing. You know how fiercely competitive the industry is and they all are trying to get an edge on the other guy. As you said, concierge, EMT, scale operators is fairly common, but they all have the common thread that the person is the "gatekeeper", so to speak. Any company that I know that also provides janitorial services, compartmentalizes it into a separate division. The labor pool is different, the pricing is different and certainly the mission is different.

Any company that would have their officers mopping floors at the workers comp rate of a security officer, is stupid. Any company that had their officers doing anything that would detract from their primary function is stupid from a liability standpoint, post orders or not.

If they have to do that to keep the contract... and they comply, they are in the wrong industry. They should be standing on the corner near the Lincoln Tunnel.

[N. A. Corbier]

Nathan,

With all do respect, and I mean that sincerely, I will stand by my statements. There are over 10,000 security companies in the U.S. alone and with a population of that number of owners/branch managers/supervisors, etc., there are unfortunately, a great number of sleazeballs out there. I deal with small companies on a daily basis and give seminars around the country that owners attend because they are trying to do the right thing. You know how fiercely competitive the industry is and they all are trying to get an edge on the other guy. As you said, concierge, EMT, scale operators is fairly common, but they all have the common thread that the person is the "gatekeeper", so to speak. Any company that I know that also provides janitorial services, compartmentalizes it into a separate division. The labor pool is different, the pricing is different and certainly the mission is different.

Any company that would have their officers mopping floors at the workers comp rate of a security officer, is stupid. Any company that had their officers doing anything that would detract from their primary function is stupid from a liability standpoint, post orders or not.

If they have to do that to keep the contract... and they comply, they are in the wrong industry. They should be standing on the corner near the Lincoln Tunnel.

Ok, there's a misunderstanding here. I'm standing by your statements, too. I want those idiots out of business. And I want their clients to pay for janitors.

[Eric]

At least by not offering as much information originally, you started us talking.

With this new information then, talk about and really show the professionalism of each staff member. Consider them taking the CPO (IFPO) program. Take the CPP (ASIS) your self or hire one. This commitment could be the difference.
Find out what you can about each client (web pages, employees) and tailor your plan around that. "Personal service, small enough to know you, large enough to exceed expectations" ( I will accept donations for use of that.

But what does make YOU different from the competion???

Let me clarify my point! I was speaking of "adding value" from the viewpoint of a security contractor. In those terms, a value added service or program is anything that you can offer to differentiate your company from the competition.

[hrdickinson]

Thanks, N.A.

Eric, I agree with all the ideas you put forth. I realy do like your slogan. It summarizes the value of a well run, local/regional company versus a beomoth where the average life span of a district manager is about six months For a contractor, adding value differs greatly by your markets, at least here in the U.S. In Mississippi for example, an unregulated state, adding value may be providing any training AT ALL! In Texas, it may be providing Workers Comp Insurance (Texas is the only state that I know of that doesn't require it!). But at the end of the day, it is professionalism. If you provide an above average level of quality service, and create an environment in which the front line officers feel they are making a difference to the client and helping their company at the same time, then the rest is marketing, i.e. getting the word out to the market.

I'm just a consultant and although I know the industry from a management point of view, I've never stood a post like most of the guys in this forum. Keep up the good work and continue the campaign. Slowly but surely, the industry awareness is spreading and will reverse 30 years of "low bid equals success". (I just figured out how to use these emoticons)