What Makes Leadership Critical To Client Satisfaction

Leadership. It is critical to every company, especially those that are growing. As a company grows, it must learn to empower its leaders to make decisions.  If not, the company’s ability to service its clients will diminish.

When leaders are not empowered to make decisions, they have less ability to respond to the requests and specific needs of their clients. Unfortunately, limitations of a leader’s ability to make decisions for the good of a client is common in the security industry.

Many property managers come to us because they are frustrated with a security company that does not return their calls or text messages. Large rigid corporations often move slowly and getting something as simple as a specialized report can be a real issue. Any specific need that is out of the ordinary, can be overlooked and forgotten when supervisors and managers are not properly empowered.

I never want to see that happen with GSI. We are happy to be a fast-growing company, but at the same time, we never want to forget why we are growing so fast. GSI is known for its fanatical approach to customer service. Our determination to exceed client expectations has been a key driver of our growth.

That’s why we set up our leadership conferences. Exceeding client expectations is not easy. A lot of work must take place behind the scenes to build an organization that can consistently achieve this. To be effective everything must begin and end with addressing the client’s needs. That includes empowering our leaders.

It’s been 2 years since our first conference was held at Bunker Hill Tower, and I am always impressed with the caliber of officers that make up our leadership team. The feedback we are getting from our team has been fantastic, and the effect of the training can be seen throughout our organization.

“The Leadership conference was amazing. This was my first one and I didn’t know what to expect. It was nice to see how other supervisors are doing and collaborate with them. What I really like is that I am never alone with GSI. I have been in security for over 10 years and have worked with some good companies, but they pretty much assign you to a post and leave you alone. GSI stands out because they provide a personal touch. I can really tell that they truly care about their officers. They constantly provide incentives and bonuses unlike any other security company I have worked for. They also provide excellent support. Upper management is always accessible and responsive, and the HR team is outstanding. GSI helps us to grow professionally and offers many opportunities for advancement. It’s an excellent company and I would recommend them to others.” – Endash Jackson, Site Supervisor: VERO HOA DTLA

It’s awesome to see the impact that these conferences are making on our team. I always enjoy working with our leadership team at these events. One way we empower our leaders is through training and education. These leadership conferences afford us the ability to do just that.

At our most recent event I was privileged to give the opening speech, next our leaders got to hear from HR, our Safety Manager and our operations managers. We were also privileged to have a very special guest.

Sheridan Thompson is a General Manager with Action Property who started his career as a concierge. Mr. Thompson shared his career path with our team and provided additional insight on the importance of their work from a client’s perspective.

As always, our clients are at the center of everything we do. These leadership conferences are no different. Each one seems to get better and as we continue to grow, our venues and team grow as well.

However, our leadership conference was not all business. We like to have a good time too.  During the event, we held several raffles and gave away cash and prizes.  It’s just one of the ways we like to show our gratitude for all that our leaders do for us and our clients day-in and day-out. We truly appreciate them.

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GSI Welcomes Rebecca Velarde and Christina Wilson to the Family!

Excellence! It is what we strive to deliver to our clients each and every day. To exceed the expectations of our clients they need excellent managerial support and outstanding officers. That’s why we are very happy to announce that GSI recently added two key staff members to the GSI family. Rebecca Velarde who is now filling the position of a Hiring Manager and Christina Wilson who has just been added as a Scheduling Manager.

Meet Rebecca Velarde

Rebecca worked her way through college in an admin role at GSI’s parent company. After obtaining her degree in Business Administration with an emphasis on Human Resources, she transferred to GSI.

“GSI is very employee-oriented. I’m the hiring manager so I’m constantly exposed to candidates. It’s great to work for a company that recognizes potential and helps people to grow within the company.” – Rebecca Velarde

Meet Christina Wilson

Christina Wilson comes to us with ten years of security experience. Christina’s focus, dedication and work ethic can be seen in her track record. Christina worked her way up the ranks at several security companies. She has worked in almost every security position imaginable and understands the industry well. Prior to joining the GSI family, Christina worked as an Operations Manager with Allied Universal.

“GSI is all about quality and not quantity, and that’s another thing that really drew me. At my old company, they were just about gobbling up the competition, and they didn’t care what kind of product they were putting out, and that’s completely opposite of what GSI does.” – Christina Wilson

The future is bright!

Both Christina and Rebecca will play a vital role in selecting and placing our officers. We realize that each officer has their own skillset, we have some people who are more geared for customer service and some are more geared to establishing a security presence as a standard security officer. Fitting the right people to the right positions is key.

Christina and Rebecca will also be helping us roll out our new Certified Portfolio Officer program. This program will replace our Rover program. These officers are carefully selected, receive higher pay and our corporate benefits package. They also enjoy greater work flexibility. Everyone is excited about the benefits this will bring to our clients and employees.

“The way they have it set up here with the tiers as far as each guard only being assigned to so many properties, and they are literally the best of the best, I mean, these guys are great! I’m 100% vested in this program. It’s amazing. And again, they treat their people really well. I thoroughly enjoy it. I’ve only been here for a little while and I just love it.” – Christina Wilson

We are very excited to have both Christina and Rebecca with us. They have already proven themselves as valuable members of our team and we are confident they will continue to be.

We always consider our clients in every decision we make. That includes the hiring of Christina and Rebecca. We feel it is important for our clients to know we are always looking out for their best interest. Instead of streamlining operations, we are committed to strengthening and enhancing key support positions, so our clients continually get the superior service they deserve.

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United Airlines Incident – Learning Positive Security Lessons from Bad Experiences

Unless you don’t watch the news, you’ve probably seen and heard about the United Airlines incident. The incident involved a passenger being forcibly removed from a flight by security.

Those of us who saw the video, as recorded by a fellow passenger’s phone, were shocked. While we weren’t there and don’t know all the details of exactly what transpired, it’s still shocking to see a person being treated like that.

To make matters worse, not only did the video footage go viral across the internet, it reached the White House. Press Secretary Sean Spicer had this to say, “I don’t think anyone looks at that video and isn’t disturbed that a man was treated that way.”

It gets worse. Spicer confirmed that he was quite confident President Trump watched the video, as well.

Talk about having a bad day at work. Not only was this a disturbing incident, it was a PR nightmare.

Public opinion and downright outrage has resulted not only in negative press for United Airlines, but plummeting stock prices.

Reaction to the incident spiraled so far out of control; it prompted United Airlines CEO, Oscar Munoz, to make a public statement.

“The truly horrific event that occurred on this flight has elicited many responses from all of us: outrage, anger, disappointment. I share all of those sentiments and one above all: my deepest apologies for what happened,” Munoz said in his statement.

Warning to Companies Employing Security Officers

At this point, the damage has been done. The reputation of United Airlines has been seriously compromised. All due to this one incident on a day which started out much like every other at Chicago’s O’Hare Airport.

Of all the probable thousands of interactions at the airport that day, which one is standing out in everyone’s mind? Sadly, the negative incident prevails.

In this day and age of cell phones, it’s a safe bet to assume that at some point, it will be captured on video and shared on social media for the entire world to see.

When negative experiences regarding your company name and image (brand) are shared with the world, it can cause serious damage.

For any company employing outside security officers, remember the lesson to be learned from this incident. The ways security officials handle delicate incidents are representing your firm. There are right ways and wrong ways to handle potentially brand-damaging incidents.

It is one thing for security personnel to receive the minimum training requirements as mandated by your state. However, is that really enough? Can you afford to ruin your company’s image due to bare bones training of security staff?

How to Protect Your Company’s Reputation and Brand

It’s time to take a look at the training your security staff has received. Are you sure they really know how to deal with difficult people, diffuse situations and bottom line, handle any situation with dignity and respect for all involved?

Whether you hire an outside security company to provide concierge or guard services, we can help provide the customized training that is critical to protect your brand.

Our extensive security training program includes standard, site-specific and customized curriculums. We start by meeting with management to cover specific concerns and specialty areas of training to positively represent your company brand.

After all, the way guests are handled in any situation reflects directly on your brand.

Our accredited courses train security staff as to their role, responsibility and expectations in terms of representing your company.

Training includes both video presentations and role-play interactions in situation-specific scenarios.

Once security personnel completes the intensive training program, they are tested for both understanding and retention of the materials covered.

In light of the ever-increasing potential of negative situations that may come up for those employed on your security team, customized training is essential.

By providing customized training for your security staff, you can take those extra steps in preparing them to understand and handle situations in a way to position your brand in a positive light. Even in bad situations.

Guard-Systems Inc. Offers Free Security Site Assessments in Response to Increasing Terrorist Activity

Los Angeles, CA – October 25, 2016 – In wake of the alleged plot to bomb an apartment complex in Garden City, Kansas, Guard-Systems Inc. (GSI) is offering free security site assessments for high-rise buildings and gated communities. This is in response to escalating threats from international and “home-grown” terrorism. Terrorist understand that buildings play varied roles in society and the economy making the physical security of the building occupants and assets a vital concern.

The 2016 policy agenda for the Real Estate Round Table discussion with the Department of Homeland Security stated, “Real estate is one of the few critical infrastructure sectors that terrorists have attacked successfully. In today’s environment, with increased security at official government and military sites (as well as iconic structures), it is not surprising that terrorists and violent criminals may increasingly view civilian-centric “soft targets” — hotels, offices, shopping centers, train or metro stations and other public spaces — as primary targets.”

The most recent alleged bombing plot on a residential apartment complex in Kansas adds increased emphasis to this point. In response to these threats GSI is offering free security site assessments. A security site assessment is a formal examination of a facilities overall security program. It takes an in-depth look at all aspects of a buildings security program to identify any weaknesses, find opportunities to improve security and make security operations more efficient.

Guillermo Amador, Executive Vice President of GSI explains, “During my service in the US Army, I learned that when lives are on the line, nothing can be taken for granted. That’s why I am glad we are doing this. Even if a building currently has a security program in place, getting an independent and objective look from a fresh set of eyes often uncovers areas that may be missed otherwise. I wish it wasn’t necessary, but it’s very satisfying to know that work we do can actually save lives.”

About Guard Systems Inc.: Established in 1956 GSI has grown to become one of the largest privately held contract security providers in the Southwest. GSI has built a reputation for delivering on its promises and enjoys the lowest guard turnover rate in the industry. GSI customizes security services to meet the specific needs of each customer and invests in customer support rather than bloated corporate bureaucracies. More information can be found at www.guardsystemsinc.com

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Guard-Systems Inc. Taps Into A New Trend In The Security Services Sector To Win The Contract For Farmers Plaza

security services contract for Framers Plaza

Woodland Hills, CA – October 24, 2016 – It appears that a new trend may be emerging as Guard-Systems Inc. (GSI) beats large corporate competitors in a security services contract bid on Farmers Plaza.  GSI has positioned itself as the company that offers guard services which are custom tailored to the specific needs of each client they service. This approach seems to be working as the company has doubled in size over the last 3 years. GSI feels that it has tapped into a new trend where management companies are looking to have guards present an image and provide services according the management company’s vision for the building.

“We have been able to grow quickly by really listening to the needs of our customers and then developing custom solutions that meet their specific needs. It can be something as simple as the type of uniform a guard wears or as complex as creating a custom training course designed for guards who work at a specific building or post. The key is recognizing that our guards represent the building and management company that hired us. Safety and security are always a primary concern, but at the same time, we realize that our guards must present a polished image that is line with the management company’s vision.” Guillermo Amador, Executive Vice President of GSI

GSI will handle security for the two 11 story buildings and parking structure that comprise Farmers Plaza. Framers Plaza is managed by IDS Real Estate Group whose stated focus is on “Retaining Tenants”. GSI has invested hundreds of hours into understanding their needs and developing a customized guard service solution that will meet their objective to retain tenants while providing security and protection for the Plaza’s tenants, employees, visitors and physical assets.

About Guard Systems Inc.: Established in 1956 GSI has grown to become one of the largest privately held contract security providers in the Southwest. GSI has built a reputation for delivering on its promises and enjoys the lowest guard turnover rate in the industry. GSI customizes security services to meet the specific needs of each customer and invests in customer support rather than bloated corporate bureaucracies. More information can be found at www.guardsystemsinc.com

Download press release