Understanding Clients in Today’s World

With the world changing so quickly, so does the mindset of of clients. It now becomes the responsibility of you to provide a safe and secure environment for your client.

Know your client:

• Know the history.

• Know who founded the business and the current management.

• Know their product.

• Know the location i.e. urban/rural, number of facilities.

As you can see, the theme here is KNOW their business. I could never understand why a company would want a meeting to sell their product, yet not take the time to research the company and be as prepared as possible?

Prepare yourself for the meeting.

1. Prepare your presentation with your core team.

1. Rehearse your presentation.

1. Be sure to incorporate their history into your presentation.
2. Wear a suit and tie.

1. Know your numbers and understand cost, training, uniforms, equipment etc.

1. Know the types and crime rate in the area.

The actual meeting.

1. Be on time. If you are late, you’ve already lost their respect.

1. Your initial meeting should be at their location. This is less stressful on the client.

1. Bring someone in uniform to help the client visualize your security in their facilities.

1. Listen. Again, I know this is obvious, but understanding what the client is saying is sometimes more important then controlling the conversation.

1. Take notes and outline their concerns and ensure them you understand.

1. Be prepared to offer some solutions.

 After you get hired.

 This is where being flexible and understanding your clients really begins. You will have negotiated a contract by this time and will work on putting together a security staff. As you progress, your client will change their mind and what they want to focus on. Always take notes during theses updates and change requests. Typically, I’ve seen 30 to 60 days as the mark for when the requests start to begin.

Have every security staff member sign off on the updates.

This is where most issues occur. I’m sure we all have heard the, “I didn’t know” line. To protect your staff and your client, have the information passed down to all security officers and make sure they all sign off on it.

Communication.

Make sure you have open and detailed communication. Not only with the client, but more importantly with your staff.  They are your lifeline since they are working the issues.

You must communicate with your management team on the process and updates along with ensuring the instructions are being followed. It’s your responsibility and your reputation on the line, so if you need to be able to trust management to handle your business when you are not there. 

Progress reports.

Always make sure you are receiving progress reports from your management team. This team would consist of area supervisors, accounting department, and human resources. This report will keep you updated on payroll and any issues. I always try to approach each report with a “how can I contribute” attitude.

Implement a detailed training program.

Typically after about six months have passed, the foundation will be in place to provide a detailed training program. This will be specific to your client and the most important part of providing your onsite security staff a clear and realistic approach to their duties and responsibilities.

Keep everyone informed.

This all brings us back to what this article is all about, and that is making sure your staff is keeping you informed. Better yet, identifying potential issues, develop a plan of action and then, contacting the client with your observations and providing answers before the client has questions. This will let your client and staff know you are working for them and ensuring success; not only you, but for your client.

 You should never lose sight of why you chose this career. You want to protect the those who can’t protect themselves, educate your staff and clients, and to provided a safe and open environment for the those who put their trust in our hands.