Introducing the SSI Industry Hall of Fame Class of 2021

Bob Harris | Deceased (2020), Managing Director and Founder, The Attrition Busters

Bio

• Born in 1959 in Chicago
• Eldest to two sisters, father was an administrator at Cedar Sinai, mother was a homemaker
• Married to wife Marilou for 27 years, with one daughter and one son
• As president of Pacific Alarm Systems where Harris worked, father-in-law Herman Cohen served as a mentor
• Very involved in local church and children’s ministry, also led men’s bible study groups
• If career had taken another path might have become a standup comedian or radio personality
• Landed a role as Krampus for Universal Studios’ Halloween Horror Nights, and as Twisty the Clown in the attraction’s commercial
• Other interests included family time and travel, golf, scuba diving, dining and socializing

Why He’s on the List

• For 45 years, stood tall as a pillar of honor, integrity, goodwill and business acumen among the security companies in which he served, his own businesses, the industry itself, his peers, and family and friends
• In 1975 while in high school, began his security career as an installer/wire-puller for Country Club Electronics of Chatsworth, Calif., then installed bank alarm systems for Diebold (1977-1982) and moved into service management with Allstate Security (1982-1986)
• Mastered all aspects of running a dealer business, especially customer relations, as an executive for most of his tenure at Pacific Alarm Systems (1986-2003), where he managed a staff of 43 people
• Parlayed his decades of expertise, proven results and enthusiasm for delivering premium customer experiences into launching The Attrition Busters (2003-2020)
• A frequent editorial contributor to security trade publications and associations, he conducted hundreds of senior management-level customer relations seminars that not only included some of the most prominent security companies but adjacent industries as well
• Devoted much time and effort to his church and community, and often paid for the meals of police officers and occasionally the poor
• Was serving on the Security Sales & Integration Editorial Advisory Board at the time of his passing

Keys to Success

“Bob had such a dynamic personality and a genuine love for people, and cared about their success. He had a teachable spirit and was always willing to learn and broaden his mind to new things in the industry. It was his passion and he loved it. Figures contributing to his own success included Uncle Lenny, who got him started in electronics at Country Club Electronics in Chatsworth, Calif., and father-in-law Herman Cohen at Pacific Alarm Systems in Culver City, Calif., with whom he spent countless hours discussing the ins and outs of the industry.

“Bob was further inspired by the love of his family and having to support his wife and two young children. One of the toughest challenges he overcame was when he started his own business, The Attrition Busters. He faced that tough road with hard work, persistence, networking, not losing hope and having strong faith in God.” ― Marilou Harris, Wife

The Art of Attrition Busting

“In launching The Attrition Busters business, Bob was looking for a new challenge following the huge success he achieved and expertise he had mastered at Pacific Alarm. In the end he again hit the ball out of the park by sharing the framework and processes he developed over the years to avoid attrition of customers, thereby preserving and protecting recurring revenue streams. I think Bob’s secret sauce was the trust and loyalty he achieved by just being Bob. He had the ability to gain loyalty and trust with a customer through a huge heart and a sincere focus on exceeding customer expectations.” — Bill Goebel, Partner, Lightning Security Systems 

“Bob’s greatest contribution to the industry was to raise awareness that you can do something about the attrition/loss of customers in your business. His message was the same for companies large and small. In running Attrition Busters, one of his questions I think hit home for security alarm dealers was, ‘Are you hiring people to help customers leave your business or help keep them with your business?’ That message of are you making it easy for customers to leave is so important. Bob should be remembered as an all-around good guy who promoted the industry as a way to earn a nice living and provide a service people want and need.” — Tim Creenan, CEO, Amherst Alarm 

Being Professional Was Personal

“I first met Bob at the CSAA Annual Meeting held in Grand Cayman. Warm and friendly, he helped with a presentation I was doing. We started up a friendship that I always treasured. His willingness to help and work with security dealers at various association and dealer meetings always made his sessions jam-packed. Those who attended always left with great ideas/suggestions from Bob to improve their business.

“He worked with other companies outside the alarm industry as well. He talked many times about the cellular phone companies he worked with and how many of the same issues paralleled the security industry. I also recall how he worked with a food service distributor to get a major client back after a loss to the competition. Bob worked with the food service company to earn the business back. He was really excited about that one.

“In 2018, when I was inducted into the SSI Industry Hall of Fame, of course I wanted Bob to be there, and he was. Part of our company success I trace back to Bob and the trainings/coaching he did for us over the years. To celebrate we had dinner afterwards with family and friends. The month before he got sick, he was working with our new customer success manager. His training was done remotely and weekly over a few months. His mentorship made our associate comfortable in the job and helping customers.” — Tim Creenan 

A Final Farewell

“Bob lived life from the heart and according to his firm beliefs. He did very good work. Rest well my good friend; you know you’re in loving hands now.” ― Bill Goebel

Continue to the next page for a profile of Jim McMullen…

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