012: Customer Retention Strategies that Work in the Security Industry pt. 1


On today’s episode, we start a multi-part series on strategies to improve customer retention in the security industry. This episode goes over the different advantages that project management software brings to a company in the security industry, especially in terms of adding and retaining customers.

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Improving Communication With Clients

Security customers usually want to be in the loop, but it can sometimes be difficult to communicate with them. E-mails get buried, calls get missed, and it’s easy for miscommunication to occur. Project management software gives them a simple portal they can log in to and see all the various tasks going on throughout the day.

Having a detailed record of these tasks makes it much easier to establish clear expectations and accountability with customers, on both sides. They get confirmation that important tasks are taken care of. They also, hopefully, will have a better appreciation for all the hard work that goes into keeping their property secure. 

“You want to make sure that even the little stuff that you’re doing, contributing to the overall goal, is put in the project manager so that your hard work doesn’t go unnoticed,” I tell Chris.

That doesn’t mean endlessly bombarding them with every single tiny thing, but it is important to have a detailed record of your team’s work. That makes it much easier for you to justify your fees and alleviate any concerns.

Increased Efficiency 

Good communication is key, but ultimately customers are most concerned about job performance. Project management software offers a distinct advantage in terms of completing jobs quickly and efficiently.

With everyone on one system, there’s not just better communication with clients, there’s also better communication between team members. It also gives you the tools to establish set processes for new clients or routine tasks so that everyone knows the best way to perform specific tasks.

Increased efficiency means you can carry out regular tasks in a shorter amount of time, giving your team more time to go above and beyond for your customers.


“If you go into the office, when you’re going through your proposal, and say that you have this process laid out, that you have a separate area where you communicate directly with your customer, it offers you a competitive edge,” I tell Chris.

At its core, winning and retaining clients is all about differentiating yourself from the competition. Project management software can be a tangible sign that your company offers a unique level of service. It shows attention to detail, preparedness, and a commitment to service.

“And it gives you the technical advantage. We’re going in today, we’re showing them the real-time reporting, and everybody’s so impressed with that,” Chris replies.

It’s not just a way to impress new customers, however. Project management software is a great way to build confidence and trust with customers. This goes hand in hand with the improved communication. As you continue to demonstrate to them the amount of work you do and your reliability in responding to requests, they’ll become more confident in you.

This is key to retaining them as customers and renewing contracts. If someone else offers similar services at a lower fee, they still might choose to renew your contract because they have tangible proof of your reliability. That kind of trust is unbelievably valuable.


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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.