Jay Abiona started as a security officer in 1990, and he moved up through the ranks until he was a regional loss-prevention director for a Fortune 100 company. After tiring of the corporate world, he started his own security company that focuses on a better experience, both for its employees and its clients. That approach has won Credible Security Solutions some plum assignments, such as providing security for major events such as New Year’s Eve in Times Square.
“As much I’d like to be successful and have as much business as I can, I also want to offer the personal touch to my employees,” Abiona says. “When you treat employees right, they’ll treat clients right, and you’ll gain more clients.”
Here’s how he has built a small security firm that successfully competes with larger companies.
Foster a Strong Company Culture
Abiona says his company’s culture goes a long way toward differentiating the service he offers. “It’s one of the positive attributes I obtained from the corporate world, and I added it to my company,” he says. “I want to know my employees’ interests, kids’ names and not be out of touch with them or the work they conduct for us.”
It’s simple to put this idea into action, Abiona says: “It’s a matter of being human.” He makes a point to ensure that employees feel respected on the job for their work contributions. He pays them a higher wage and gives them the training that makes them “officers” instead of “guards.”
Set High Standards for Your Company and Clients
Credible Security Solutions prides itself on its officers, most of whom have or are training to obtain a Level IV license in the state of Texas; the credential is required for all personal protection officers (PPOs) and requires a high level of training and experience. For clients, that means even locations that request only an unarmed officer (requiring a Level II license) will have a person with the highest credentials at the post. “We provide a higher quality of service because that officer who is licensed as a PPO has more responsibility securing a higher level of jobs and has gained greater experience as well,” Abiona says.
By providing higher credentials and scope of practice, Abiona is able to charge more and be more discerning about the kinds of clients he takes on. Higher wages for more extensive training also means a better quality of candidates when he needs to fill open positions. “I tell the clients that we don’t charge more to make money as a company but to pay the officers more, and that means a better service,” he says.
Technology for training and administration can help make you more competitive. Technology allows you to automate administrative tasks and focus on growing your business, Abiona says. “Be open to technology but don’t let it create distance between you and your employees or clients. It’s a matter of being open to change while sticking to your beliefs and following through on them as well,” he says.
For example, Credible Security Solutions takes advantage of online training to develop its officers’ skills, such as how to better read microexpressions, the tiny facial movements that can potentially telegraph ill intent by an individual.
Technology also helps keep operations running smoothly, since OfficerReports makes it easy to track schedules and activities. Clients and officers alike find it useful, and Abiona uses a dedicated login to show potential clients what it would be like to use it.
Treating employees and clients well is the backbone of Credible Security Solutions’ success. How do you provide a better level of service than your competitors?
By Courtney Sparkman
OfficerReports.com is a software company that provides security guard companies with an easy way to monitor their officers, better manage their operations, and win new business. Take a tour of our software to see how we combine Electronic Reporting, Real-Time GPS based Tour Tracking, and GPS based Clock In and Out into one easy to use platform.