As a small business owner, I am passionate about what I do. I love my job, my customers, and the industry in which I serve. I am one of the lucky ones that can truly say I am happy. I can't wait to go to work in the mornings (usually) and tackle the next day's challenges. I strive for perfection and expect the same from my employees. I'm not claiming to have reached perfection; just that I strive for it. But something has been weighing heavily on my mind lately that I am struggling to answer it. 

Is the customer always right?
 In 1909, a London entrepreneur named Harry Gordon Selfridge, the founder of Selfridge’s department store, coined the phrase “The customer is always right". Now, here we are 100 years later, still asking the same question.It seems to me it should have been answered by now and I should be writing about something else. But I can't seem to get this one out of my mind. To help satisfy my need for closure, I have asked myself two questions. What is the responsibility of the company, Prevent Security, and what is the responsibility of our customer?  I believe that because of the sensitivity of the issues and information in which we deal with in the security industry, the relationship between the security integrator and the customer has to be built on trust, integrity, and candor. I wholeheartedly believe that I am in the business of creating and developing partnerships which work equally together for the greater good! That is; the greater good for both the customers we provide services too, and the company that I represent (Prevent Security). It is the responsibility of Prevent to provide our customers with outstanding service, quality designs, and superior installations. I would never allow anyone in my company to try selling something to a customer that I did not truly believe was in the customer's best interests. Allowing such behavior does a disservice to both Prevent and the customer. It is our policy to always seek out the best solution possible to meet the needs of the customer. If we meet with a customer and we determine that we do not have the technology, or skills,to meet their needs, we will thank them for the opportunity to meet with them and move on. I have done it before, and will probably do it again.
 
So what about the customer? What role do they play in this partnership? I think the relationship between a security vendor and a security customer is in some ways unique when compared to other industries. We are tasked with serious issues such as life safety, protecting corporate assets, securing personal identities,and protecting profits. If we fail the consequences could be devastating for all parties involved. Here’s how I see it; the customer should consider looking at their security integrator as a partner and treat them as such. They can do this by sharing information, expressing their needs to the best of their abilities, and requiring their integrator to attend meetings or conference calls routinely. It is also a good idea to tell your integrator how they are doing. We need to know when our customers think we could be doing something better, but we also like to hear when we are doing something good, something we can build upon.

When I am prospecting for new customers, there are certain criteria I look for. This criterion is based on my beliefs and experiences over the years, and is shaped by my goals, principles,and values. Our best customers are usually the ones that have been with us the longest, and they all fit the qualifications below. I have decided that I want to grow my business by partnering with customers that share the same values and goals as I do.

Here is what I look for:

• Can I provide a product or service that meets the needs of the customer? If not I would be wasting everybody’s time trying to pursue it further.
• Does the customer have a person dedicated to security, such as a Security Manager or Director? I am not saying that I only want to work with companies that have security departments. There are a lot of companies that we work for that don’t have in house security, and they look to us for guidance. But I look for companies that have actually acknowledged their need for security, and assigned responsibility for it to someone.
•  Does the customer see security in the same realm of importance as we do? This one is important to me. There are some companies that see security as a necessary evil; a drain on the bottomline that they wouldn’t spend money on if it wasn’t required or mandated. I believe in what I do, and I take it very serious. I prefer my customers have the same attitude toward security as I do. How can a partnership survive without equal effort and importance demonstrated on both side.
• Does the customer view us as a contractor, or partner? I scout for customers that see us as equal partners in their security business. Some of the best relationships I have made in life are with people I work with; and the reason the relationships are strong is because we show a mutual respect for each other’s concerns and needs.

Now that I’ve spilled my guts and told you what I look for in a customer. I should also tell you what I recommend you look for in a systems integrator. In my opinion, if you follow the below guidelines, you will find an integrator that fits your needs and will provide good service to you for many years. I had a potential customer tell me that it was easier for him to keep the security integrator he was currently using, even though he was extremely unhappy with them, than it was to bring in our firm. He told me he liked everything about us; he even recommended us to a colleague, but he just didn’t have the time to teach us the ins and outs of his business, buildings, and processes. The sad truth is; I hear similar stories all the time. In some companies, such as pharmaceutical, healthcare, and other manufacturing firms, a contractor must go through significant training, and expense, just to be permitted to work in the facility. Once a company is trained and qualified, it is very difficult and costly to start over again with a new contractor. That is why it is crucial to find the right partner in the beginning.

Ask these questions when evaluating a potential security integrator:

• Does the integrator provide the product, service and/or skills required to handle our needs? If not, don’t waste any more time and move on.
• Does the integrator have the staff and skills to support you after the initial installation? Ask them about their service department, their response times, and how they handle after hours emergency.
• Will the integrator put your security first; above their own bottom line? There are companies in the industry that worry more about their bottom line, and not enough about your needs. We call it “Lick It and Stick It”; referring to companies that are only concerned about selling you something, whether you need it or not. They come in, sell you a camera system, lick the back of the device and stick it to the wall. Then they leave and you never hear from them again. Be careful, they’re out there.
• Can the integrator be a true partner in your business? To me the answer to this one question can help answer all the others. Once you choose a company, chances are you will be with them for many years. Make sure you feel comfortable with the company you choose. Do they depict the values, principles, and standards that you find important? If so, I think you will forge a partnership that will last for many years.

So let’s get back to my original question. Is the customer always right? The best answer might be, “Of course not, but they are always the customer”. I heard that for the first time today,and I think it is a profound statement.  If you and your integrator are partners, each working for the greater good of all parties involved; sharing the same values and principles, you will forge a bond that will help steer you through the most difficult challenges. In our industry we cannot afford to be wrong, so if I think my customer is wrong or misguided, I have to feel comfortable telling them so, and vice versa. Because we tend to forge tight bonds with our customers, we can put our egos and differences aside and have open dialogue about what to do next. That, in my humble opinion, is the secret to a successful and lasting partnership.

Please tell me what you think. I welcome your comments and ideas.

Thank you,
Eric Taylor
President
Prevent Security & Technology