5 easy steps to improve your security guard service

When property managers hire security guard companies, they have a picture in their mind of what their hired security force will look like, but too often what they get is not what they imagined. What we have found is that most security guard companies are capable of providing the service that property managers want, but too often fail to do so due to a lack of ongoing quality control procedures.

Security guard companies are unlike any vendor a property manager might hire. If you hire a painter, you can see if he is doing his job or not by looking at the walls. But when you hire a security guard company, how often can you see if the guard company is doing its job, which includes running background checks and drug tests, providing good training for their guards, and monitoring and effectively supervise your guards? In most cases, they probably are, but it is important to implement a quality control and verification system to ensure that problems associated with not getting these jobs done do not start to occur.

In this article, we will discuss five (5) easy steps to improve your security guard service and achieve what you envision as your ideal security guard force.

Check the qualifications of your guards

In many states, guards are required to have a specific amount of training before they can start working as a security guard. If your state is one of these states, make sure your security guard company meets the requirements.

If you’re in a state where there are no state requirements for guard certification, research the type of training your security company provides and ask yourself if it’s right for you.

Also, is your security guard company conducting background and drug screenings on all of their guards BEFORE they send them onto your property? If they are, they should provide you with verifications. But because?

Another great way to assess whether the guard is a good fit for your property is to conduct a short “interview” to get a feel for the guard and explain your expectations. This initial conversation can tell you a lot about what to expect from that guard, and gives you the opportunity to request a different guard if you feel the need.

Evaluate guard training

Although most security guard companies have a very comprehensive orientation that introduces each guard to the company itself, in many cases the guard’s orientation to their assigned property is not that comprehensive. We call the assigned property orientation “Site-Specific Training.” Find out what your site-specific training looks like:

• Is it happening on your property?
• Who does the training?
• How long is each new officer trained?
• How long does the security company double bank? (Double banking is the process of having a veteran guard work at the same time as the new guard.)
• How thoroughly are your postal orders explained?

Determine the answer to each of these questions and make sure they fit with what you think is appropriate. You should even consider attending your security guard company’s orientation and site-specific training to understand what it takes to prepare a guard to work on your property.

Review the supervision of your guard

Guard supervision is one of the most important factors of a good security guard service. When security companies provide poor oversight, not enough emphasis is placed on preventing errors, problems, and complaints. The lack of supervision also eliminates the opportunity for the guard to learn and better understand her role. If guards are not being supervised, they begin to feel that their job is not important and begin to see themselves as a minor part of the security team. When guards don’t feel like part of their team, it often leads to unacceptable practices like unprofessional behavior, tardiness, and even theft.

Depending on your contract structure, on-site supervisors may not be included. If your contract does not require on-site supervision, how does your security guard company remotely supervise your guards? Outside of the normal random checks by the security company field supervisor, the two most successful remote monitoring methods are:

1. Officer Tour Tracking Systems
2. Officer Records

If your guards are required to make rounds on your property, then having a system in place to track them while on duty is essential. Officer tour tracking systems provide a way to remotely monitor guards while they are on your property. These tracking systems allow the security guard company to track the time and record the activity of the guards as they make their rounds in various areas of your property. Most officer tour tracking systems can generate reports that allow the security guard company to quickly understand if the guard is making the rounds. The property manager should also receive an abbreviated version of these reports. Manufacturers of such systems include Deggy and Timekeeping Systems, Inc.

In addition to officer tour tracking systems, we have found that having a system for guards to regularly check in with the security guard company provides a way to ensure that each guard is safe and alert. By having the guards check in regularly with the security guard company, at least every 30 minutes, the guards feel that their safety is important and that being awake and alert is an important part of their job.

Check your guards

After-hours inspections by your guards are always a great way to find out exactly what’s going on with your security while you’re not there. During these inspections, be sure to ask your security guards questions about their duties and responsibilities to make sure they understand their jobs. In fact, we suggest that your security guards be audited regularly, formally (ie post inspection) and informally (ie secret shopping) by a licensed security consultant as part of your ongoing security program.

Companies like Asymmetric Strategies provide a free service intended to do exactly that. Remember, when choosing a security consultant, make sure the consultant is not actually a security guard company. If so, your audit will likely turn up problems with your current security guard company.

Meet with your Security Guard Company Regularly

The fifth and easiest step is to meet regularly with your security company. Without providing regular feedback to their security guard company, property managers are missing opportunities to achieve incremental increases in efficiency. Topics such as tenant feedback, guard attrition, feedback from any remote monitoring systems, and any security audits should be discussed during these meetings.

For property managers, getting the security they want is sometimes just a matter of putting the right processes in place to make sure all parties understand what is expected. The five easy steps we describe here are just a few that you should consider. For more ideas or suggestions, feel free to contact us via email at [email protected] or contact an authorized security consultant in your area.