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The police have no respect for security. They do not trust security people.
For over 30 years the American Society of Industrial Security (ASIS) has hosted annual Law Enforcement Appreciation Day. There Security managers and Directors host Law Enforcement speakers. The attendance is usually exclusively security professionals with few if any Law Enforcement Officers (LEOs) in attendance, other than the speakers. LEOs are happy to have a free day with free food and a respectful audience. As they leave they can be heard supporting the idea of cooperation between the public and private sector.
Cooperation means that the private security sector aids the police. There is no reciprocity.
Each year the cops tell the security people that their people need more training. Some acknowledge that security spots and reports crime better than the average citizen.
As security pays $9.00-$14.00/hr and the security manager has no training budget because of management priorities, and everyone treats the guards like pariahs; they can't get people smart or motivated enough to train. The police have huge training budgets and the cops make $30.00-$50.00/hr. or more. It is therefore easier to get good people.
Cooperation means that the private security sector aids the police. There is no "special" reciprocity...other than the cops will come when you call if they decide it warrants a response...just like to any citizen call.
Support means providing Law Enforcement with funds or equipment, tours of facilities, and the promises to call them if anything important happens, to provide evidence of crimes that the local DA will prosecute and will make them look good to their bosses. Otherwise -"go away little ones."
The LEOs see the security folks as either wanna-bes or ex-cops who are bored after retirement. At best they hope to get hired at a good security manager job/salary after they retire.
The most a security manager can hope for is the phone number of the Chief who will then ask his subordinates to 'appear to take these guys seriously.'
Security managers may try to improve their team by requiring police training [832PC in California] or a degree in Police Science but they can't pay well enough to attract these people. They can't even get guards with 8th grade reading comprehension. (1950s 8th grade reading comprehension; ie: today's college junior] So sad.
When a cop meets a competant security professional the first question they ask is: "Were you a cop?" If never a cop, no credibility is granted.
The police get Homeland Security intelligence...this is never passed to the security personnel...unless that security manager is a personal friend OR ex-cop.
Perhaps the police could train security guards? Never happen! The police feel, as the Thin Blue Line, that they are the only ones who can do security... and many citizens feel the same way. They already operate under an us vs. them mentality. They are the sheepdogs and everyone else are sheep. Training sheep to be sheepdogs is beyond their belief system. some guards are sometimes arrested for crime, on or off duty. (Search Google) Therefore many cops feel that they would be training criminals to use cop skills against cops! The Horror! Never happen, Bota. If a guard could do police level work how could the police justify their salary and benefits...especially retirement. Lastly it would affect their egos in a decidedly painful manner. Never happen, Packy!
This can not be fixed until all security guards are police academy (or equivalent) graduates...which will never happen. The economics today prohibit it. So sad. [Besides smart companies don't want cops as guards where they may report every minor infraction of the law to their brothers in blue.]
To the Chief of Police, the concept of the Strategic Corporal is unknown; they think their cops will handle every contingency or if their manpower is overwhelmed, then "tough beans, fella, you're on your own." Security Guards could be that missing link...but I dare dream too much.
To the Security Manager, relying solely on your contract guard firm to provide training while keeping costs unchanged is just stupidly naive. Selling the idea to management means at worst a new job search for you. So sad.
Sunday, August 29, 2010
Journal of Physical Security
This too is worth study by security professionals. It can help guide one to realistic thinking about existing and proposed security measures. "There is more in Heaven and Earth, Horatio, than dreamt of in your philosophy." - Hamlet
Journal Of Physical Security
Journal Of Physical Security
Basic Security Truths
A truly outstanding document on security thinking that is the bain of the Smiling Guard is found in Roger G. Johnston's (of the Argonne National Laboratory) superb paper: Security Maxims...one group of concerns I have been talking about in this blog but much better written!
A sample:
"We Have Met the Enemy and He is Us Maxim: The insider threat from careless or complacent
employees & contractors exceeds the threat from malicious insiders (though the latter is not negligible.)
Comment: This is partially, though not totally, due to the fact that careless or complacent insiders often
unintentionally help nefarious outsiders."
"Fair Thee Well Maxim: Employers who talk a lot about treating employees fairly typically treat employees
neither fairly nor (more importantly) well, thus aggravating the insider threat and employee turnover (which
is also bad for security). "
"The Inmates are Happy Maxim: Large organizations and senior managers will go to great lengths to
deny employee disgruntlement, see it as an insider threat, or do anything about it.
Comment: There are a wide range of well-established tools for mitigating disgruntlement. Most are
quite inexpensive. "
"Troublemaker Maxim: The probability that a security professional has been marginalized by his or her
organization is proportional to his/her skill, creativity, knowledge, competence, and eagerness to provide
effective security. "
RTHT (Read The Whole Thing) it is long but worth it!: http://www.ne.anl.gov/capabilities/vat/pdfs/security_maxims.pdf
A sample:
"We Have Met the Enemy and He is Us Maxim: The insider threat from careless or complacent
employees & contractors exceeds the threat from malicious insiders (though the latter is not negligible.)
Comment: This is partially, though not totally, due to the fact that careless or complacent insiders often
unintentionally help nefarious outsiders."
"Fair Thee Well Maxim: Employers who talk a lot about treating employees fairly typically treat employees
neither fairly nor (more importantly) well, thus aggravating the insider threat and employee turnover (which
is also bad for security). "
"The Inmates are Happy Maxim: Large organizations and senior managers will go to great lengths to
deny employee disgruntlement, see it as an insider threat, or do anything about it.
Comment: There are a wide range of well-established tools for mitigating disgruntlement. Most are
quite inexpensive. "
"Troublemaker Maxim: The probability that a security professional has been marginalized by his or her
organization is proportional to his/her skill, creativity, knowledge, competence, and eagerness to provide
effective security. "
RTHT (Read The Whole Thing) it is long but worth it!: http://www.ne.anl.gov/capabilities/vat/pdfs/security_maxims.pdf
Sunday, August 15, 2010
Retainer
Few things of really serious import happen in the daily life of a security guard. When things do happen we are expected to act and act well and correctly.
In addition to our deterrence value, one way I sometimes think of this job is that we are 'on a retainer' of sorts; an ancient profession. We 'hang around' doing routine duties until we are needed for an emergency or to make an intelligent decision for the boss or firm(s). These emergencies are relatively infrequent.
I think of our salary as an annual retainer or livery.
When something happens all we have been paid is to compensate us for that one decision or action that will make all the difference to our client(s).
Therefore your $20,000.00--$40,000.00 per year is for those times you act well for your bosses in a serious situation ...it may happen once or 30 times per year but that is also why we are paid.
If you think of it like that it may make each day a bit easier to endure.
["retainer: Servant of a lord who owed loyalty in return for a payment, rather than the holding of land. Retainers formed the personal retinue of medieval lords, originally in a primarily military capacity but later in administrative and judicial roles, and they became increasingly important throughout the middle ages. Retainers were often identified by a uniform (livery and maintenance) and formal agreements were sometimes drawn up stating the exact nature of the obligations of both lord and retainer (see indentured retainer)." Source: http://encyclopedia.farlex.com/retainer]
See also mercenary.
In addition to our deterrence value, one way I sometimes think of this job is that we are 'on a retainer' of sorts; an ancient profession. We 'hang around' doing routine duties until we are needed for an emergency or to make an intelligent decision for the boss or firm(s). These emergencies are relatively infrequent.
I think of our salary as an annual retainer or livery.
When something happens all we have been paid is to compensate us for that one decision or action that will make all the difference to our client(s).
Therefore your $20,000.00--$40,000.00 per year is for those times you act well for your bosses in a serious situation ...it may happen once or 30 times per year but that is also why we are paid.
If you think of it like that it may make each day a bit easier to endure.
["retainer: Servant of a lord who owed loyalty in return for a payment, rather than the holding of land. Retainers formed the personal retinue of medieval lords, originally in a primarily military capacity but later in administrative and judicial roles, and they became increasingly important throughout the middle ages. Retainers were often identified by a uniform (livery and maintenance) and formal agreements were sometimes drawn up stating the exact nature of the obligations of both lord and retainer (see indentured retainer)." Source: http://encyclopedia.farlex.com/retainer]
See also mercenary.
Sunday, August 8, 2010
Escorts
No, not that kind of escort... :)
For security guards, escorting employees to their car is done every day. I see it done very poorly all the time. I see the guard walking and talking with the protectee like it was a date or a walk in the park. They are less effective at your protection than walking with your dog!
Here are some ideas for you to consider for routine employee escorts:
Security Officers often are required/expected to escort money, people and materials from one point to another to ensure it is not lost, injured/damaged, stolen, adulterated, or suffers "shrinkage".
In executive protection or "bodyguarding", the escort protects the principle from being molested, kidnapped, hurt, threatened or killed.
Escorting valuables protects against loss via theft, sabotage, accident, contamination, substitution or destruction.
Bodyguard work requires specific training available from a few nationally recognized training centers. [Google it.] There are various Executive Protection "Bibles" available from Amazon.
Escorts are all about advanced planning. It is about being alert. It is much less about shooting or martial arts than you might imagine...although those are an important part of it.
Getting the protected items or persons to safety is your #1 concern...not primarily attacking or arresting the attackers.
Assume there are always more attackers than you see initially...get the protected person or items to safety first!
PLAN!
For security guards, escorting employees to their car is done every day. I see it done very poorly all the time. I see the guard walking and talking with the protectee like it was a date or a walk in the park. They are less effective at your protection than walking with your dog!
Here are some ideas for you to consider for routine employee escorts:
- Watch the whole area: near to far, left to right, 360 degrees and up and down!.
- Watch for threats to the person you are protecting; do not watch the person you are escorting. They are usually not the threat!
- Have plans. If one or three people run towards you, if someone starts shooting, or taking photographs, if the protectee has a heart attack, faints, trips, or drops all their paperwork?
- Be alert and look alert!
- When you get to their car, bus or train station you must stay with them, within 2-3 steps, until they are safely in the vehicle. LOOK into their vehicle to ensure it is safe. Look around all sides of the vehicle until they enter.
- Assume there will be an attack or incident!
- Be polite but do not start a conversation or put your energy into conversations they start.
- If they dismiss you, it is based upon their amateur threat/risk analysis, embarassment or concern for your time. Carefully and diplomatically suggest you can stay until they are on their way or locked in their vehicle or there are many other 'innocents' standing by in the area.
Security Officers often are required/expected to escort money, people and materials from one point to another to ensure it is not lost, injured/damaged, stolen, adulterated, or suffers "shrinkage".
In executive protection or "bodyguarding", the escort protects the principle from being molested, kidnapped, hurt, threatened or killed.
Escorting valuables protects against loss via theft, sabotage, accident, contamination, substitution or destruction.
Bodyguard work requires specific training available from a few nationally recognized training centers. [Google it.] There are various Executive Protection "Bibles" available from Amazon.
Escorts are all about advanced planning. It is about being alert. It is much less about shooting or martial arts than you might imagine...although those are an important part of it.
Getting the protected items or persons to safety is your #1 concern...not primarily attacking or arresting the attackers.
Assume there are always more attackers than you see initially...get the protected person or items to safety first!
PLAN!
Thursday, August 5, 2010
Unclear on the Job
Early one Saturday, a plumbing contractor's truck was broken into and his tools stolen. Loss about $3,000.00. In the investigation we were able to get some usable pictures from the video surveillance system. Two juveniles used a rock to break the window to the truck and load up their car. However we also saw something most amazing in the same scene.
It seems a guard on patrol had passed the truck, within 15 feet of the thieves while the theft was occurring.
He had placed his hand up to the side of his face to act as a blinder and was intently staring in the opposite direction of the theft! ["I'm not here, you can't see me!"]
When questioned he denied being there until he saw himself on the video. Asked as to why he did nothing: no intervention, no call to police or dispatch, no report. He stated he "didn't want to get involved."
When asked what he thought he was supposed to do. He said "I don't get paid enough to stop them or risk getting hurt". When asked why he didn't call the police or dispatch from a safe location, he said he didn't think of that and was afraid he'd get in trouble and get fired for not stopping them.
When asked what he thought his job actually was. He said: "To walk around."
When asked if he had read the Post Orders he said "No". [The Post Orders stated that one was supposed to call Dispatch and the Police for felonies in progress.]
This guard was removed from site and reassigned by his guard company.
The supervisor was instructed to ensure all guards understood what we were paying them for. Specifically to test their knowledge of their Post Orders.
Are your guards unclear on their job?
Try scenario drill training. It is easy and worthwhile.
It seems a guard on patrol had passed the truck, within 15 feet of the thieves while the theft was occurring.
He had placed his hand up to the side of his face to act as a blinder and was intently staring in the opposite direction of the theft! ["I'm not here, you can't see me!"]
When questioned he denied being there until he saw himself on the video. Asked as to why he did nothing: no intervention, no call to police or dispatch, no report. He stated he "didn't want to get involved."
When asked what he thought he was supposed to do. He said "I don't get paid enough to stop them or risk getting hurt". When asked why he didn't call the police or dispatch from a safe location, he said he didn't think of that and was afraid he'd get in trouble and get fired for not stopping them.
When asked what he thought his job actually was. He said: "To walk around."
When asked if he had read the Post Orders he said "No". [The Post Orders stated that one was supposed to call Dispatch and the Police for felonies in progress.]
This guard was removed from site and reassigned by his guard company.
The supervisor was instructed to ensure all guards understood what we were paying them for. Specifically to test their knowledge of their Post Orders.
Are your guards unclear on their job?
Try scenario drill training. It is easy and worthwhile.
Tuesday, August 3, 2010
Guards: Worst to Best
There are only four security officers. Worst, Average, Good and Best:
The worst guards are those who avoid work, avoid any confrontations, they run the other way when anything happens, simply cannot be counted on. They are useless and all too common . They are a waste of air and salary. They have attitude problems. They revel in having people fear them. They are good at getting your firms sued.
The average guard is trying to make a living, they are poorly trained and have no interest in the field. It is just a job that they try to do well enough to avoid being fired. They are usually nice. They don't mean any harm but don't put much if any thought into their job.
They may also follow illegal orders without thought.
They do not believe that anything will happen at their site but if it does they will roll with it and try to do an adequate job.
They may disappear or just stand there waiting for orders if the situation is too unusual.
They are worth what they are paid.
Good guards go significantly beyond the minimum requirements of their job.
They try to learn more about security and how to do their job better.
They are hated by the worst guards and tolerated as naive by average guards.
They believe it is possible that something might happen to require them to take action and will think it through before they are called upon to act. But they will act!
They will try not to make the situation worse.
They pay attention.
They are worth more than they are paid.
The best guards are those who take their jobs seriously. (Not necessarily humourlessly)
They learn much more than the site client, their company or other security personnel require of them,
They know something will happen during their shift and game it and its variations out in advance.
If it doesn't happen today, it could happen tomorrow and they are ready.
They make decisions that benefit the organization and their contract firm.
They respect people.
Understand that it takes more than law enforcement training to be their best and do a great job.
The best guard remembers it takes just 2 seconds for everything to change for the worst. He or she is ready for it, without stress or paranoia.
It is not about ego. Just quiet competence.
Regular guards and citizens find this guard to be a "good guard". The idea of "best guard" is incomprehensible to them.
You may find these people working executive protection for low profile millionaires, but you could find them anywhere.
Guards: Which type of guard are you?
Clients: What type are you willing to pay for as a client? Really?
Guard companies: Can you identify the good and best? Do you care?
Security Executives: Are you willing to invest the time, money and thought necessary to get the best?
The worst guards are those who avoid work, avoid any confrontations, they run the other way when anything happens, simply cannot be counted on. They are useless and all too common . They are a waste of air and salary. They have attitude problems. They revel in having people fear them. They are good at getting your firms sued.
The average guard is trying to make a living, they are poorly trained and have no interest in the field. It is just a job that they try to do well enough to avoid being fired. They are usually nice. They don't mean any harm but don't put much if any thought into their job.
They may also follow illegal orders without thought.
They do not believe that anything will happen at their site but if it does they will roll with it and try to do an adequate job.
They may disappear or just stand there waiting for orders if the situation is too unusual.
They are worth what they are paid.
Good guards go significantly beyond the minimum requirements of their job.
They try to learn more about security and how to do their job better.
They are hated by the worst guards and tolerated as naive by average guards.
They believe it is possible that something might happen to require them to take action and will think it through before they are called upon to act. But they will act!
They will try not to make the situation worse.
They pay attention.
They are worth more than they are paid.
The best guards are those who take their jobs seriously. (Not necessarily humourlessly)
They learn much more than the site client, their company or other security personnel require of them,
They know something will happen during their shift and game it and its variations out in advance.
If it doesn't happen today, it could happen tomorrow and they are ready.
They make decisions that benefit the organization and their contract firm.
They respect people.
Understand that it takes more than law enforcement training to be their best and do a great job.
The best guard remembers it takes just 2 seconds for everything to change for the worst. He or she is ready for it, without stress or paranoia.
It is not about ego. Just quiet competence.
Regular guards and citizens find this guard to be a "good guard". The idea of "best guard" is incomprehensible to them.
You may find these people working executive protection for low profile millionaires, but you could find them anywhere.
Guards: Which type of guard are you?
Clients: What type are you willing to pay for as a client? Really?
Guard companies: Can you identify the good and best? Do you care?
Security Executives: Are you willing to invest the time, money and thought necessary to get the best?
Sunday, August 1, 2010
How Not To Do Customer Service
We all know bad customer service when we see it.
We are all angered, disgusted and disappointed by bad customer service. I call bad customer service "Modern Service" but it could as well be called New York Service, Chicago Service or French Service.
To prevent bad customer service, institutions take various measures that almost always fail.
Customer Surveys:
Random call back customer surveys do not work like you think they do.
Customer surveys count the complaints customers have against your policies and procedures as well as surly customer service representatives. Staff members, who followed your instructions precisely, are counted as rude if they do not grant the customer personal exemptions from your polices
Call for service yourself using a regular, if fictitious but well crafted "customer's" account information. It may be a revelation to you. Try to act the part, do not use insider terms.
Scripts:
Companies "fix" bad customer service by instituting approved scripts for their customer service people. These are prepackaged answers to all complaints....like bed bug letters or requests for help with product problems. The cadence of the service reps speech makes these obvious. The script ensures you get a minimum level of service or 'hand-holding' but it also prevents creative thought or problem solving by the rep/ The reps must use the script and not go beyond it.
This call may be recorded...
The purpose is 3 fold. 1) Scare the rep into realizing that if they are too rude, arrogant or hang-up on the caller they may get busted. 2) Records you, the customer, being abusive or attempting fraud against the firm, and 3) Provides new raw material for the development of new scripts for new complaints.
In reality, the recording are limited to use #2 based on complaints by the customer service rep.
Customer Service Managers:
Customer service level is contagious. One bad, apathetic, entitled manager and the entire enterprises' customer service devolves.
Customer Service Reps are instructed to never pass the callers complaint to their supervisor. Even electronic customer service messages do this. If the human rep does so, they will hear from their boss later and not in a good way. This is why electronic customer services exist and why you are made to wait because the supervisor is "very busy" or you may hear your rep call out to their peers: "Who wants to be boss today?" You will be told that action will be taken and given a few standard bromides...sounds like "Go away little boy, you bother me!"
Bad customer service comes from entitled, disgruntled, abused or lazy staff. They think:
Most guards deliver bad customer service in the same way. They get NO customer service training or scripts. The difference for guards is complaints are more often fatal to our career: except in Law Enforcement Lite (LEL) environments. Like real policed departments, there the complaints are ignored unless physical violence is involved. LEL has an "us vs. them" mindset and citizens are the enemy.
GOOD CUSTOMER SERVICE starts with civility for the individual customer and patiently clarifying the problem, no matter how dumb that customer may be. This is what you get paid for! Earn your money. Man up!
We are all angered, disgusted and disappointed by bad customer service. I call bad customer service "Modern Service" but it could as well be called New York Service, Chicago Service or French Service.
To prevent bad customer service, institutions take various measures that almost always fail.
Customer Surveys:
Random call back customer surveys do not work like you think they do.
Customer surveys count the complaints customers have against your policies and procedures as well as surly customer service representatives. Staff members, who followed your instructions precisely, are counted as rude if they do not grant the customer personal exemptions from your polices
Call for service yourself using a regular, if fictitious but well crafted "customer's" account information. It may be a revelation to you. Try to act the part, do not use insider terms.
Scripts:
Companies "fix" bad customer service by instituting approved scripts for their customer service people. These are prepackaged answers to all complaints....like bed bug letters or requests for help with product problems. The cadence of the service reps speech makes these obvious. The script ensures you get a minimum level of service or 'hand-holding' but it also prevents creative thought or problem solving by the rep/ The reps must use the script and not go beyond it.
This call may be recorded...
The purpose is 3 fold. 1) Scare the rep into realizing that if they are too rude, arrogant or hang-up on the caller they may get busted. 2) Records you, the customer, being abusive or attempting fraud against the firm, and 3) Provides new raw material for the development of new scripts for new complaints.
In reality, the recording are limited to use #2 based on complaints by the customer service rep.
Customer Service Managers:
Customer service level is contagious. One bad, apathetic, entitled manager and the entire enterprises' customer service devolves.
Customer Service Reps are instructed to never pass the callers complaint to their supervisor. Even electronic customer service messages do this. If the human rep does so, they will hear from their boss later and not in a good way. This is why electronic customer services exist and why you are made to wait because the supervisor is "very busy" or you may hear your rep call out to their peers: "Who wants to be boss today?" You will be told that action will be taken and given a few standard bromides...sounds like "Go away little boy, you bother me!"
Bad customer service comes from entitled, disgruntled, abused or lazy staff. They think:
- You can wait until I deign to notice you.
- I have the right to finish my personal business before I help anybody.
- You are a distraction and a problem.
- The last 10 people I "served" were idiots, therefore you are an idiot.
- I don't want to be here, doing this...for you.
- You cannot do anything about my lack of courtesy, my incompetence, apathy or the chip on my shoulder or my disdainful demeaning tone of voice. I can therefore talk to you any way I like, can ignore you, lie to you, treat you poorly. If you complain to my boss you will get our boilerplate "bed-bug letter" and besides my boss hates you too.
- I know what you want before you ask; oh, I guessed wrong?, I'll guess again, oh, I guessed wrong again?...then what the hell do you want? Why are you disrespecting me? You think you are better than me? Don't you? Well f-you!
- I don't feel like serving you. Do you know how badly I'm paid? Well do ya, punk?
- I can lie to you because you are too stupid to know. If not stupid, which is improbable, you are certainly not smarter than me and besides you can't do anything about it anyway, so f-off.
- I enjoy making you squirm...you must have me serve you any way I choose. HAHAHA.
Most guards deliver bad customer service in the same way. They get NO customer service training or scripts. The difference for guards is complaints are more often fatal to our career: except in Law Enforcement Lite (LEL) environments. Like real policed departments, there the complaints are ignored unless physical violence is involved. LEL has an "us vs. them" mindset and citizens are the enemy.
GOOD CUSTOMER SERVICE starts with civility for the individual customer and patiently clarifying the problem, no matter how dumb that customer may be. This is what you get paid for! Earn your money. Man up!
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