17 Ways to Capture a Security End User’s Heart

Knowledge, communication and reasonable pricing are among the leading qualities sought in an installing security systems integrator.

The September issue of Security Sales & Integration features one of the publication’s most unique and valuable research projects, the 2015 Commercial End-User Study. Now in its 11th year, this project providers installing security systems professionals with rare inside data on the security needs, challenges and perceptions of security directors, managers and other end-user security decision-makers.

One of the most interesting among so many pieces of data from the study is always the open-ended question that asks respondents to explain what makes a security provider a “hero” in their eyes. In no particular order, here is a list of 17 of the most telling responses. Installing security contractors should review them, take a cold hard look in the mirror and ask if their company is doing what it takes to be a “hero” to its customers. If not, it may be time to make some changes.

1. Able to work within budget and prompt response when technical assistance is needed.

2. Actual practical knowledge and use of the system. They have prior security director experience as opposed to simply sales and installation experience. They know how a system is used and know how to use it as opposed to simply install and program it.

3. Always available to answer questions, help with tech issues.

4. Being able to contact my representative and get immediate attention to an issue.

5. Common sense. Makes realistic, vendor neutral recommendations. Saves the sales pitch till I’m ready to hear it.

6. Communication, project management and current knowledge

7. Company has been around for a long time and tries to stay up with changing technologies.

8. Competence mixed with a willingness to admit mistakes and lack of specific knowledge when appropriate.

9. Great training of the end users.

10. Follows job specs and doesn’t try to cut corners.

11. If they could actually do what they promised on the timeline they promised at the cost they promised.

12. No hidden costs/ change order requests.

13. Reliability and reasonable price that doesn’t keep increasing exponentially.

14. Service after the sale.

15. Someone that gets the job done the first time.

16. Someone who can not only offer a product but offer a way to pay for the system.  Grant referral etc.

17. Technical expertise, creative problem solving, good communicator, ethical and dedicated to customer service.

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About the Author


Scott Goldfine is Editor-in-Chief and Associate Publisher of Security Sales & Integration. Well-versed in the technical and business aspects of electronic security (video surveillance, access control, systems integration, intrusion detection, fire/life safety), Goldfine is nationally recognized as an industry expert and speaker. Goldfine is involved in several security events and organizations, including the Electronic Security Association (ESA), Security Industry Association (SIA), Security Industry Alarm Coalition (SIAC), False Alarm Reduction Association (FARA), ASIS Int'l and more. Goldfine also serves on several boards, including the SIA Marketing Committee, CSAA Marketing and Communications Committee, PSA Cybersecurity Advisory Council and Robolliance. He is a certified alarm technician, former cable-TV tech, audio company entrepreneur, and lifelong electronics and computers enthusiast. Goldfine joined Security Sales & Integration in 1998.

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