Pandemic Shifts Schmidt Security Pro’s Focus

Schmidt Security’s focus on customer service and employee development earned it an SSI 2021 Installer of the Year runner-up honor.

Mansfield, Ohio-based Schmidt Security Pro was founded in 1976 by Bill Schmidt. Originally a provider of investigation, polygraph and security officer services, the company began offering electronic security systems to residential and small business customers in the late 1980s.

In fact, Schmidt Security is said to be one of the first companies in Ohio to offer a commercial-grade wireless security system.

Today, the company is led by Bill’s son, Brian, who leads a team of more than 35 security and fire protection professionals that service thousands of customers within a 65-mile radius of its HQ.

Services include: residential security, life safety and smart home systems; commercial integrated security, video and access control systems; commercial fire alarm, sprinkler and suppression systems, inspections and testing; and security officers.

Supporting customers is a very important aspect for Schmidt Security and the company is always working to improve that area, according to COO Ken Zahn.

“Our customers have access to live technical support 24/7/365. We upgraded our website to include access to customer support materials. We offer help-desk support to customers so a technician can remotely log-on to a customer location and provide support,” says Zahn. “We also invested in electronic ticketing software so all service requests are tracked electronically and can be managed in real-time and a customer portal so customers can track the status of their request. All technicians use electronic tablets to receive and complete work-orders and job tickets.”

When it came to tackling the COVID-19 pandemic, Schmidt Security shifted focus to customer service and employee development. It accomplished this by proactively reaching out to customers about updating security signs and emergency contacts, as well as just asking if they had any concerns and making sure their security needs were being met.

On the employee side, management decided to accelerate certain training goals for staff in order to help them be more proficient in their work and in turn provide better customer service. About 75% of staff was also moved from the office to a work-from-home situation. President Brian Schmidt says although most of the staff is back in the office, the pandemic created changes that will help the company in the long run.

“One way it changed how we interact with customers is the development of our remote sales survey and remote training capabilities,” he explains. “Some of the survey and training meetings that would have happened onsite in the past are now happening remotely using Zoom, Teams, etc. This process saves us and the customer time and can often happen faster—with an end result that is just as good as being onsite.”

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About the Author


Steven A. Karantzoulidis is the Web Editor for Security Sales & Integration. He graduated from the University of Massachusetts Amherst with a degree in Communication and has a background in Film, A/V and Social Media.

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