The Silvertrac Extra: A Blog & Podcast for the Security Guard Industry

005: How to Finally Solve the Accountability Question

Apr 24, 2015 12:21:00 PM / by Johnny Page

How to Improve Accountability

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Welcome to Episode #5 of the Silvertrac Extra.. A podcast with the sole mission of equipping today’s security operators for tomorrow's success. My name is Johnny Page and I am joined with my co-host Chris Anderson.

Today’s episode is focused on one of the hottest topics in the security industry.. Yes.. You guessed it.. How to Improve Accountability.

The title of this episode is How to Finally Solve the Accountability Question. To do this we will have a few amazing quests join our show.

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First we’ll be speaking with Bill Shultz from State Security and Investigation in Pittsburgh, Pennsylvania. Bill will share a few of the practices he has in place to really solve the accountability questions early on in the sales process.

And then we’ll be speaking with Jim McGovern from Secureone Security. Jim has owned and operated Secureone for more than 10 years will join us today to talk about some of the processes he has in place to ensure that his guards are always doing what they’re supposed to be doing, when they are supposed to be doing it.

Then we’ll hear from my co-host Chris Anderson who will share how silvertrac can help put the accountability question to rest, once and for all. Today’s episode is jam packed with incredible information and value on how to improve accountability so we’ll waste no time and jump right in!

Discovering True Accountability

Show Notes:

  1. Real accountability starts in the hiring process

    • Finding a training facility to partner with

    • A veterans association

  2. Proper screening in the hiring process

    • Ideally they come with previous training and experience

    • Checking references

    • Tip: Showing the accountability and reporting requirements during the interview process to gauge the reaction of a potential employee.

  3. Once an officer is hired

    • Spending personal time with the officer on site shows the officer how much you care, and in turn, will cause them to care as well. No one likes to feel like just another number. Investing personal time communicates that the officer is an extension of your team and increases the likelihood that they will act accordingly. Here is a recent article we wrote on building your professional relationships. 

    • Use Silvertrac’s task feature to send post order reminders and bulletins for the critical issues on site. This practice ensures that the items most critical to the success of your customer are never missed or under-communicated to your officer.

    • Making sure the account is set up correctly on site is paramount to setting your officer up to be successful. The more time, effort, and consideration you invest, the more it will be reflected in the officer’s performance. Accountability starts from the top down.

    • Using checkpoints to guide officer’s step by step will help officers complete each task correctly, no matter how many times they have worked the site.

    • Make sure that all time-sensitive requirements are entered into the system as tasks. It is easy for an officer to get distracted and miss time-sensitive issues. With task notification coming straight to the hand-held, you reduce the chances of the officer missing the task. You can also set up the Overdue Task Alert to notify field supervisors when important tasks are not completed on time.

    • Requiring photos. Pictures are worth a thousand words. It is very difficult for a customer to dispute officer performance when it is backed up with date and time stamped photos. This also gives you the assurance that your officers are where they are supposed to be. It also saves time in the reporting process.

    • Audio files help officers communicate larger bites of information without spending time writing out detailed, grammatically correct, reports. This also help record maintenance issues or disturbances related to unusual noise.

  4. Employee inspections (supervisors)

    • Using Silvertrac to keep employee records of compliance issues. Uniform violations, late to work, performance reviews, etc.

    • Random site inspections may be an old school method but it is still an effective way to retain your customers through quality assurance

That concludes Episode #5. We'd love to know your thoughts on how to improve accountability! What are some ways you are addressing the accountability question?

Topics: Accountability, Customer Spotlight

Johnny Page

Written by Johnny Page

Johnny is a Customer Success Enthusiast for Silvertrac Software who is passionate about business, technology, and (of course) our customers! Johnny spent time in the security industry in Business Development, Marketing, and Operations before joining the Silvertrac team.