This article is about what clients expect from their security agency, and what they really want to see in the security guards assigned to their office, or business locations.
3. These days, to be on top of their game, companies need to constantly course-correct
their operations from a client perspective.Aligning with a client's needs must always be
thefirstlineofapproachinmanagingteameffort.
They need to look in the mirror and reflect on the quality of deliverables, and how close
theycometomeetingclientexpectations.
So, what do clients expect from an agency when it comes to the product they deliver and
thesupporttheycanprovide,duringthecontractperiod?
AT THE TOP OF THE LIST,CLIENTS EXPECT GUARDS TO BE PROPERLY TRAINED
Trainingisakeyessential-becauseaguardisnotjustaman-from-the-street,inuniform.
Training should include all aspects of a job, from the basic management of people and
vehicular traffic, to handling emergencies at the workplace and campus.An emergency
could include strange unidentified objects left on the campus, or a sudden breakout of
fire. This is a responsible job calling for 360 degree vision and alertness – and a lot of it
comes with proper training, job briefing and knowing what is expected from each
individualteammember.
CLIENTS EXPECT A HIGH DEGREE OF CONFIDENTIALITY FROM SECURITY GUARDS
On any given day there could be inbound deliveries and outbound shipments –
transporting raw materials, electronic items, process supplies, (and even cash, for
example.) The security control room will be familiar with delivery and shipment
schedules, but this information should be kept in confidence.Any leakage of information
on materials being delivered or travels routes taken could pose a big security threat.
Especially if the vehicles are carrying expensive raw materials with a high disposal value
inthelocalmarkets.
CLIENTS EXPECT GUARDS TO BE SMARTLY TURNED OUT
This is something clients expect at a very basic level – though a lot of it goes without
saying. Clients do expect guards to show up smartly turned out - which includes facial
hygiene, crisply ironed uniforms and shiny shoes. They also need to be presentable,
because the security guard is the first person a visitor meets at a client location. As an
additional pointer, clients also expect guards to look bright, cheerful and confident – it
setsthetoneforthedayandmakesteammembersinteractconstructively.
CLIENTS WANT SECURITY GUARDS TO BE IN GOOD HEALTH
Health and fitness are high on a client's considered list of expectations - because a guard
who is unwell cannot give you 100% on the job. From a service provider perspective, it is
3
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4. 4
the responsibility of the security agency to maintain and oversee overall health and
fitness levels. There is also a case for concern here, as a guard who is unwell could pass
on infections to other team members, visitors and company employees - the people
theycomeintocontactwithduringthecourseoftheday.
CLIENTS EXPECT BASIC COMMUNICATION SKILLS FROM SECURITY GUARDS
This is another basic requirement that security agencies must ensure in the first place.
Clients want to see (and hear) guards who can communicate clearly, within the context
of the roles they need to perform at the workplace. This also includes being polite and
respectful with visitors – especially lady visitors. From what I have seen, clients DON'T
really expect great conversation skills, but at least the basic vocabulary necessary
withintherolesassigned.Beingmulti-lingualofcoursecanbeamajorplus.
FINALLY,CLIENTS EXPECT TO SEE“THE COMPLETE SECURITY GUARD”
The points discussed above should identify closely with the profiles of the guards that we
assign at a client location. And this is one responsibility that we are fully aware of
at Private Eye – it is something we ensure at our training programmes, our briefings and
ourregularinteractionswithteams.
All our team leads at client locations are trained to inspire, instill and encourage
practices that we have featured in this article.That is what makes us different and works
atgivingusanedgeduringcontractrenewals.
So where do we go fromhere?
It is always useful for core teams within top management to work on client-focused
strategies, and solutions that can be customized to individual segments. If we don't add
valuetoourproduct,wedon'taddvaluetoourbusiness.
At Private Eye, our teams are constantly working on adding value to customer
deliverables. The client too can see the commitment levels we bring to the table in
meetinghisneeds,inasystematicandprofessionalway.
As one of the thought leaders behind this approach, I will always be around – to
illustrate, to explain, to define, and to demonstrate. And help promote a concept that
hasfarreachingbenefits.
“what clients expect”
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Let's get together to set high standards.
5. 5
The author of this article is
Poduvath Ravindranath, Founder Director
at Private Eye Private Limited.
https://www.linkedin.com/in/poduvath-ravindranath
https://twitter.com/poduvath
“what clients expect”
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An overview of
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LET'S
TO SET
GET TOGETHER
HIGH
STANDARDS.
6. 6
PRIVATE SECURITY SERVICES
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Poduvath Ravindranath
Director
LINKEDIN PROFILE
I’ve been in the vertical of security and investigation for a long, long time.
My entire working life has revolved around it in some way or the other.
As I moved up the ladder and changed jobs in this space I was exposed to
security aspects from different viewpoints. Security at an operational level is
different from security at a planning or policy making level. Security within a
public sector company in India is different from security at a private sector
company. Security from an employee viewpoint is different from that of
managementandstaffingconsiderations.
For a truly well-rounded professional it is important (and vital) to be familiar and
conversant with these groups and sub-groups. And that is where my strength
lies, and what truly helps me run a very successful security service company in
Bangalore, India. My deep understanding also helps me identify with the
concerns and needs of my employees and clients - in an industry where people
areyourmostimportantresource.
According to me, the right people for the job don’t walk in through the door -
they have to be oriented, trained, up-skilled, and sensitized to the needs of
moderndayworkenvironments.AndthatiswhatPrivateEyeisallabout.
Poduvath Ravindranath, Founder Director
at Private Eye Private Limited.
https://www.linkedin.com/in/poduvath-ravindranath
https://twitter.com/poduvath
7. Incorporated in 1988, Private Eye Private Limited has grown to be a leading
security services provider in South India. With head quarters in Bangalore, we
have full-fledged branches in Mysore, Mangalore, Chennai, Kochi, Trivandrum,
SecunderabadandMumbai.WealsohaveasatellitebranchinPuducherry.
ON EXPERIENCE
Our experience in specialized vertical markets gives us deep insights to the ways
we can meet customer needs and align with the needs of individual teams,
departments and client locations. Our key differential is in the quality and caliber
of the people we bring to our work teams – in terms of the right background,
industry exposure and skill sets. It’s a competitive edge that we bring to each
serviceverticalinourclientportfolio.
ON CLIENT ENGAGEMENT
Since the delivery of service happens at client locations, we need to have a
system, process and interface logic to make sure things work according to
design and plan - 24/7 extended to 365.And that’s something we have evolved
and fine tuned over the years to know the pulse of our operations at every client
location.
ON RELIABILITY
Reliability according to us is perhaps the biggest qualifier for a security agency -
and should reflect in every security transaction that happens in a working day, or
shift. Reliability is the key differential between a security agency that stays on
course,andtheonesthatgetleftbehind.
At Private Eye we take reliability very seriously - it’s a factor that is translated
into every aspect of the security function, and across different layers of security
presence and day-to-day throughput in terms of activities. And that is what we
bringtothetable.
Recipient
Best Service Provider Award
(Safety and Security) 2004 & 2010
from IFMA INDIA CHAPTER
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8. PRIVATE EYE (P) LIMITED
Reg. Office : 30/9, 80 Feet Road, Indiranagar, P.B. No. 3841, Bangalore - 560 038.
Tel : 080 25281083, 25255433, 25297363, 25202248 / 49, 25200719
Fax : 91-80-2529 1428, E-mail : Ho@pvteye.in
www.privateeye-india.com
PRIVATE SECURITY SERVICES
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ThoughtLeaderSeries/Yogananad/07/2019Article06-
