As the competition gets tough and the struggle to retain clients for longer periods of time intensifies, a major burden falls on the quality of customer service your private patrol firm is providing. Often the security guards find themselves at the helm of customer service on site when dealing directly with them is certain.
Not more than often, security guards may encounter clients that are difficult. The way the guard handles these clients is enough to create or break the reputation of a private patrol firm.
Let’s dig in to understand what situations the guards may encounter, how to deal with them in the best possible way and how active guard patrol system can help.
Customer accuses guards of faulty patrols:
There are clients who may accuse the guards of non-performance of scheduled patrols. In this case, the security reporting software helps in avoiding any conflict. The active guard patrol system collects the performance data of the guards on hourly, daily, weekly and monthly basis. Non-performance of scheduled patrols can be easily pointed out and corrected. In case any conflict arises the supervisor always has well-documented details of performance. So that any discrepancies found can be easily identified, discussed and resolved.
Customer interferes with scheduled patrols:
All customers are not alike and there may be cases where some may be found haggling with the guards on site to change or increase the frequency of scheduled patrols. An active guard patrol system acts as a savior in this case. Its client portal allows the client to access the detailed patrol schedules if the client needs changes he can discuss with the supervisor and get the required changes done.
If the client encounters the guard on the site over such issue, the guard can show him the schedule of the patrols on the Guardso mobile app.
Customer demands more information:
In the absence of a guard tour software, a client often finds himself in the dark as related to the information about the services rendered on his site by the guards and may choose to encounter the guards for the same. As such guards do not have a direct role in deciding what information is shared with the clients, but the guard can always direct them to the supervisor and elaborate how Client Portal of a guard tour software helps them gain full information about the site tours, scheduled patrols and the details of the guards deployed on their sites.`
Customer denies access to specific areas:
On-site there may be areas where the guard may be required to go or enter to execute his patrol. But the ground for problems lies in the fact that what area the client is ready to give access to the security guards. The solution to the problem lies in Geo-fencing. Understanding Geo-fencing is not difficult, it allows the supervisor to define the area within which the security guard can move around on site using Google Maps so that there is no conflict as to the area where the guard is allowed to move in.
Customer complaints of untimely reports:
This is the easiest of the issues which can be resolved with security reporting software. The reason why the customer might be facing this issue is that you or your private patrol company is using the age-old paper reporting method which takes up unnecessary time and effort, in addition to creating delays in report delivery to the customer. Guardso’s security reporting software ensures that the security guards can report in real time using the mobile app. So the clients get all the reports on time.
The basic principle of handling a client on site is not being defensive. The demeanor of the security guard should reflect that he is listening to the client for the purpose of providing the solution to the issue without sliding into denial mode. This is something which can be achieved through a combination of training and practical experience. However small this step may appear, it has the power to have a major impact on the bottom line of your private patrol firm.
Four very useful tips and advice, very informative article. Thank you for sharing.
Certainly, the only way to handle difficult clients on-site is not about being defensive. It’s about being patient so as to listen to their problems in order to provide a solution that is actually helpful. A security guard can only achieve it through a combination of training and practical experience.
Ever since we began using Guardso, clients complaints of untimely reports have been resolved automatically. I’m quite happy with the progress we’ve made using this guard management system.
Dealing with difficult clients is an art. It not everyone’s cup of tea. So, I’m glad to find this post. Will definitely return for many such good posts.