In the security and property services industry, the Account Manager is responsible for managing the delivery of your requirements. Therefore, they’re ultimately accountable for securing your premises and protecting your people, asset, and brand. Most security and property services contracts require 24/7 management. So the assigned Account Manager is the person on call, at all times. Your Account Manager makes sure your security and property services provider is meeting its obligations to you.
The provision of security and property services plays a more critical role in business than ever before. Today, we fear for our safety and the safety of our loved ones more than ever. Furthermore, investment in buildings/properties and brand have grown, so protecting that investment is essential.
Despite developing technology, services such as static guarding, mobile patrols, surveillance and property maintenance are labour intensive. Managing people power is a key requirement. An Account Manager who can keep their team performing across all the areas of service delivery is critical to the successful provision of security and property services.
Where Account Management Fails:
I have worked in the security and property services industry longer than I like to admit. The most common complaint I hear regarding Account Management is they over-promise and under-deliver. I would go so far as to say this is one of the biggest issues in modern customer service. Here are the most common examples I see of poor quality client Account Management.
- You, the client, find yourself managing the day to day requirements of the security and property maintenance resources you’ve engaged, with little or no support from your service provider.
- When you reach out to your service provider, your calls go unanswered or to messaging services. These are not responded to in a timely manner. The same issues occur with email contact.
- Your Account Manager lacks initiative. For example, you are promised new procedures (proactive/reactive) will be put in place and nothing ever happens.
- Your Account Manager doesn’t insist on, reliably turn up for, or minute and action formal management meetings.
- Account Management attitude. You feel that your Account Manager doesn’t care and is not even going the extra mile to meet your minimal expectations.
- The staff your Account Manager has committed to servicing your security and property management are sub-par and not of a high enough standard.
- The example set by the Account Manager to their staff results in the team servicing your account not working to or honouring your brand ideals.
- Reporting is neither timely nor of good quality.
- You’re not kept aware of any issues or changes that your Account Manager undertakes.
- The Account Manager has not offered you the opportunity to provide input on staff or replacement staff.
I could go on, however, the above captures most of the issues you will encounter with inferior Security and Property Services companies.
Why Account Management Fails:
Despite the constant evolution of management tools and technology, security and property services remains a labour intensive business, dependent on people management for success. Anyone who has ever managed people knows the challenges with achieving optimal performance from individuals and teams. Our industry consists of employees that perform as:
- Security Guards
- Mobile Patrol Operators
- Surveillance Officers
- Handy folk
- Other as identified
Many of these roles are not highly skilled and do not require formal qualifications or levels of education. Therefore, managing these staff and personnel requires management skills. Unfortunately, the security and property services industry is so price-sensitive, it places enormous fiscal challenges on service providers. Hiring quality Account Managers is expensive. So, many security and property services companies compromise on the quality of their account managers in order to be price competitive when quoting.
Quest Effect Account Management:
I recommend and Quest Effect adheres to a high standard when recruiting Account Managers. When we place an Account Manager with a client they are not just representing our customer’s brand, they are representing us. Therefore, we do not question the investment. We focus on winning business and being competitive in our pricing by focusing on other key deliverables. So all our Account Managers as a minimum have:
- 5 years of security and maintenance staff and personnel Account Management
- Cert IV or Dip in Bus Management
- Cert IV or Dip in Security Risk Management
Insisting on and paying for quality Account Management from your service provider will pay for itself many times over in the course of any contract. The cost and the risk of sub-standard security and property services Account Management can be quantified in many ways. However, the ultimate price, of course, is a loss of life and there simply is no measure for failing at that level.
Your security and property services Account Manager will make all the difference when the chips are down!
About Brad Lees:
The business I lead today is called Quest Effect. We are an agile and fast growing Corporate Security and Professional Facilities Management company. We’ve unlocked a new paradigm in the way we operate in this industry. Our radar precision or attention to detail is our point of differentiation. We’re confident our service record cannot be matched by any other supplier large or small. With more than 20 years’ experience in this industry, an industry I am passionate about, it’s a privilege to share my insights to better serve this community.
Follow Brad Lees