B Safe Security Underscores Service to Overachieve With Clientele

B Safe received SSI 2021 Installer of the Year runner-up recognition in part for its lasting attention to customer service.

The recipe for maintaining success for more than four decades would presumably entail a strict dedication to a winning game plan. In the case of B Safe Security, look no further than to the Wilmington, Del.-based company’s mission statement.

As B Safe President Philip Gardner explains, technology may change, but the mission of the company remains the same: to provide protection and peace of mind throughout the communities it serves through integrated electronic security and life-safety solutions to businesses, educational institutions, governments and homes.

“Our dedication to these values fuels our ability to protect your business, educational institution, government building or home in a way that makes you feel like a part of our B Safe Family,” Gardner says. “Our commitment to these ideals leads us to believe that ‘Every Day is a Good Day to B Safe.’”

Established in 1978, B Safe references its exceptional customer service as a chief reason for its continued success and growth through the years. A mainstay of this success has been adhering to a philosophy around treating customers like they are part of the B Safe family.

“Our company answers calls with real people and efficiently responds to emergencies with courteous service, establishing that help is a simple call or click away,” explains Neil Appel, vice president of sales and marketing. “Our technical staff assists clients until they understand their system and regularly receive five-star reviews. Any problems indicated by the reviews are handled through multiple accountability measures to ensure solutions are reached.”

Although B Safe serves a multitude of clients, it separates itself from its competition by cultivating a local feeling, Appel continues. Of the company’s 26,000 clients, only a small fraction aren’t personally known by one of the B Safe’s employees. All new customer service employees attend a customer service training seminar to introduce expectations for delivering exceptional customer service every time they interact with a client.

B Safe created its local and personal presence through its acquisition management strategy and execution.  When it acquires or partners with another company, B Safe integrates with their staff so new clients feel comfortable with the transition. Importantly, the company also allows new employees to continue servicing their previous clients while affiliating themselves with the larger base.

B Safe also supports charitable causes to build relationships in the communities is serves. Whether handing out meals, running a 5K or supporting its communities through the B Safe Polar Express during the holiday season, the company builds these relationships outside of traditional service to create an outstanding customer experience.

“This extends up the corporate ladder, as no problem is too small to be addressed,” Appel says. “B Safe’s senior management constantly interacts with our clients on a daily basis.”

Dedication to customer service at B Safe also means technicians walk clients through their new security systems and stay with them to handle issues. In return, clientele often voice their appreciation through feedback letters and Google reviews. These letters often thank the techs for being thorough, patient and taking the time to answer all of their concerns.

“The sales team also meets that same commitment to personalized service; they maintain contact with clients throughout every job, answering any questions as they come to light or helping add new services to an existing system,” says Len Simoni, vice president of operations.

A concentrated focus on feedback helps B Safe continually improve its service; a single positive or negative review can shape daily operations for the future. The company utilizes review cards with QR codes that provide up-to-date information in the form of Google Reviews, as well as online forms and additional feedback sessions to get the full picture of a job well done or a job that can be improved upon for the future.

“Once we have this feedback, our culture of accountability makes sure that people grow and we don’t repeat mistakes,” Simoni adds.

About the Author

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Although Bosch’s name is quite familiar to those in the security industry, his previous experience has been in daily newspaper journalism. Prior to joining SECURITY SALES & INTEGRATION in 2006, he spent 15 years with the Los Angeles Times, where he performed a wide assortment of editorial responsibilities, including feature and metro department assignments as well as content producing for latimes.com. Bosch is a graduate of California State University, Fresno with a degree in Mass Communication & Journalism. In 2007, he successfully completed the National Burglar and Fire Alarm Association’s National Training School coursework to become a Certified Level I Alarm Technician.

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