Give Your Security Guard Clients More Than They Expect

As a security guard company you must always show your security guard clients that they are worth your time and effort.  At least that is what I believed when I was selling security guard services.   I always found that providing high levels of customer service and responsiveness were key in keeping customers happy.  So when a security guard company that I spoke with recently told me “We aren’t interested in real-time tour tracking because our customer only asked about electronic incident reporting…” I was a little surprised.  Even after explaining how our other customers are using our Real-Time Tour Tracking app to provide proof of presence to their security guard clients, they remained committed to only talking about incident reporting.  I guess security guard clients aren’t concerned with verifying that their officers are doing their jobs…NOT.  Rather than just reporting back to their customer about incident reporting, they could have reported back about how they could better manage the security operation as a whole.

Whether you are a security guard company with one customer or a thousand, your job is to give your customers more than they expect by always going the extra mile.  When you commit to going  above and beyond for your customers, three things will happen.

  1. They will become more loyal because they know that you care about their business.
  2. They will become champions for your company within their organization.
  3. Most importantly, they will share their experience with their colleagues and friends.

Giving more than your customers expect is a great way to improve your security guard clients’ “Customer Experience”.  In fact, there are many instances of companies using a Customer Experience Strategy to improve customer loyalty.  For example, consider the hotel that gives you a warm chocolate chip cookie at check-in.  Consider the company that includes free overnight shipping with your purchase.  How about an airline that gives complimentary drinks and snacks.

 Customer Experience is the New Battleground for Security Guard Clients

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So if you’re wondering “How does Customer Experience differ from Customer Service?” it can be explained this way.  Customer Experience is the relationship that your clients have with your entire company.  That Customer Experience is a function of:

  • What they want
  • What they see
  • What they think
  • What they feel
  • What they like

It begins the moment that your client identifies their need for security guard service and ends way after the contract has been signed.  So what would you like your security guard clients to experience the next time they interact with your company?  What will that experience be if you just give them what they ask for?

Do you believe that there is a difference between customer service and customer experience? If so how do you plan on improving your clients’ customer experience?  If not, why not.  Please feel free to leave your comments below.

 

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By Courtney Sparkman

 

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