Build Your RMR by Retraining Clients on Equipment

Some food for thought …

Security technology is moving at a very rapid pace. I have heard rumors that in some of today’s technology fields, by the time you read the latest information, that information will already be outdated. That said, I still observe many low tech application problems, mainly the human element, with many security applications.

Recently I was doing some shopping at one of the largest retail store chains in the country. I had bought a few items and was leaving the store when a security person noticed that my bag tripped the proximity sensors at the exit. She came over, looked at my sales slip and stated “there are no items on here that should have tripped the system”, and told me to proceed. She did not look in my bags.

I am not blaming the security person, as she probably lacked proper standard operating procedure (SOP) training. On the other hand, maybe she really understood the concept of operation of the system. However, the store chain had spent considerable money to put in this system to deter and detect shoplifted items. As with any system, you can spend lots of money on equipment. However, if the customer does not understand — or cannot properly operate the equipment — it is useless.

How many times have you visited a guard shack and noticed several CCTV monitors not working? Are your techs and sales trained to observe and report these items? Do you have inspection, maintenance, training, and auditing contracts with your customers? This is a very good source of RMR. Maybe it is about time to help your customers get the most out of their security investments.

This concept can also be applied to your municipality and false alarms. Many municipalities now have some sort of false alarm ordinance in a concern to reduce the costs of false alarm responses. It has been proven and documented that a security system is properly maintained and serviced, on a regular basis can reduce the incidences of false alarms. Regularly training personnel who operate the systems also reduces the chances. Have you approached your municipalities with the concept that they require annual maintenance visits or possibly reduce permits fees if the customer is contracted for annual maintenance visits? Something you might want to look in to this great RMR opportunity. Tell us some of your “Weak Link” stories.


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About the Author


Bob is currently a Security Sales & Integration "Tech Talk" columnist and a contributing technical writer. Bob installed his first DIY home intercom system at the age of 13, and formally started his technology career as a Navy communication electronics technician during the Vietnam War. He then attended the Milwaukee School of Engineering and went on to complete a Security Management program at Milwaukee Area Technical College. Since 1976, Bob has served in a variety of technical, training and project management positions with organizations such ADT, Rollins, National Guardian, Lockheed Martin, American Alarm Supply, Sonitrol and Ingersoll Rand. Early in his career, Bob started and operated his own alarm dealership. He has also served as treasurer of the Wisconsin Burglar and Fire Alarm Association and on Security Industry Association (SIA) standards committees. Bob also provides media and training consulting to the security industry.

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