Safeguard your company from those who claim to safeguard your property.
The Security
Industry is somewhat confusing to people not regularly involved. Most people do
not know the laws that regulate the industry, or the law that regulates the
power that Security Guards have. While both are interesting subjects one of the
most important aspects of a Security company are the policies in which it acts.
During my
involvement with the Security industry I have worked for several security
companies. Most good, but several were very unethical. I have conducted
interviews with guards of very large companies in which I have heard and seen all
sorts of scams. Read on to see if any of this sounds familiar.
The biggest
scams are those of licensure and insurance matters, however it does not stop at
an administrative level. Many times the scams continue through the duration of
the account.
Ghost Hitting as affectionately known by the
industry is the practice in which a Security guard either by his own free will
or under order of an unethical employer essentially defrauds the consumer by
stating he provided a service that was not provided. This occurs when the
officers are either too busy, or too lazy to patrol your property. Indications
of ghost hitting would be an excessive and unrealistic number of patrols, or
contradictory report indicators “Patrolled building 5503 at 04:15. No issues to
report” when at 04:01 the Fire Department was on site for a fire in which the
building burnt down. Short of GPS tracking which several companies have
implemented or plan to implement there is no way to “prove” the notorious scam.
Recently I
heard an unconfirmed story of a certain security company who was ghost hitting
in Santa Fe. A woman had a medical episode and passed out. The patrol officers
who were supposed to be patrolling did not find this woman until 7 hours after
she had passed out.
Billing Practices If the guard is on time every day and
there has NEVER been an instance of a late guard or a guard that did not show
up, quite honestly that is a suspicious practice. Everyone is a few
minutes late once in a while and to say otherwise would imply that the guard
stationed at your property has never lost track of time, got stuck in a traffic
jam, forgot something in which he needed for duty and had to return home. In
every company in which I have worked there have been issues of “no call no
show” which means the officer scheduled for duty did not show up and did not
call in to give notice. In many cases the officer can be replaced with another
in a reasonable amount of time; however in some cases the post goes uncovered
due to the lack of notice and lack of available officers or their unwillingness
to come in on their days off. Are you being billed when no one is there? Are
you being billed when the officer is late?
Monetary Sorting: While conducting patrol there will
come a time when two calls come in at the same time. I believe this is an
excellent way to judge the ethics of a potential firm. If two calls come in at
near the same time (say the exact same time) how does the company decide which
call to go to first? It is the policy of several companies to respond quickest
to the account that pays the most. It is our company policy to respond to calls
in the same way that Police do-by priority. We respond to physical fights
before we respond to loud music. If the call is the same at both (multiple)
properties we respond to the place we are nearest first, most people deem this
fair policy. Monetary sorting is bad
for you in any case as if you are the highest paying account you will
already have multiple officers on site. If you are on a patrol contract it is
safe to say that the Security Company has more lucrative accounts than yours.
The trick to
dealing with Security companies is simply to be very upfront about your
expectations from the beginning. If there are problems with service immediately
contact the company and demand correction. Security companies should offer a real
solution to your issue or you should take your business elsewhere. Remember
that all security companies hire from the same market and there will be problems with service
that is not at question. What is at question is how the company will resolve
these problems and attempt to prevent them from happening again. I believe
within a few years the Security Industry will be policed by electronic tracking
devices and look forward to this. Until the transition occurs being alert to
your provider’s actions can help to identify common issues that leave your
business unprotected.
By: Anthony J. Landavazo
Member of OverWatch Security, LLC in Albuquerque, NM
505-265-0581
http://www.GoOverWatch.com
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