Security With A Smile

Importance of a security officer can’t be overshadowed by technology advances

  • By Prentice Robertson
  • May 14, 2009

The role of security is constantly evolving. Advanced monitoring technology and automated detection devices have helped secure sensitive, at-risk sites. Computer and network security help eliminate potential online threats. CCTVs, metal detectors and liquid scanners are commonplace at the entrances to banks, corporate offices and governmental facilities. While all of these advancements have made positive contributions to the security industry, one constant remains -- the importance of the security officer.

However, as security measures increase, it has become all too commonplace to find customer service fall by the wayside.

The Importance of Impressions
Often times, patrons enter an establishment and are greeted by a cold, metallic wand waved in front of them, or a rubber box in which to discard their belongings before proceeding. Unfortunately, today’s society requires such procedures to ensure the safety of the public. However, security doesn’t have to replace hospitality.

When someone walks into an establishment, everyone -- from the secretary to the CEO -- is a representative of that company. It’s why valuable resources are allocated toward ensuring employees understand that their actions are all someone has to form an opinion on that business. And in an economy where the slightest variation can mean the difference between a healthy relationship and losing a customer to the competition, it’s important to ensure everyone is on board with company policy. This holds true with security officers hired to protect that company as well.

Many times, the first person to greet a customer is a private security officer. These highly trained men and women physically monitor front lobbies, pedestrian and vehicle entrances of office buildings, corporate facilities, banks, industrial plants and even gated communities. They, more than anyone else, provide the initial -- and arguably most important -- impression of the corporation or organization that hired their services. It’s a detail that is often overlooked when analyzing the responsibilities of a private security officer, one that can be unknowingly affecting a company’s bottom line.

A Demanding Role
When security officers are hired, the primary objective is clear -- protect a company’s assets. A person’s success is achieved with strong integrity, drive, and high ethical and moral standards. A great security officer takes pride in not only the company he or she works for, but in the company he or she protects. An invaluable security officer is attentive and thorough, yet at the same time calming and friendly.

Customer service should not be sacrificed with the addition of private security. A company should demand a high level of customer responsiveness from the officer on duty and hold the private security company accountable for providing appropriate customer service training. Personality and character traits may not seem like a company’s top priorities when selecting a security officer or security company, but they certainly are at the top of the customers’ list.

About the Author

Prentice Robertson is executive vice president of Whelan Security Co.

Featured

  • The Evolution of IP Camera Intelligence

    As the 30th anniversary of the IP camera approaches in 2026, it is worth reflecting on how far we have come. The first network camera, launched in 1996, delivered one frame every 17 seconds—not impressive by today’s standards, but groundbreaking at the time. It did something that no analog system could: transmit video over a standard IP network. Read Now

  • From Surveillance to Intelligence

    Years ago, it would have been significantly more expensive to run an analytic like that — requiring a custom-built solution with burdensome infrastructure demands — but modern edge devices have made it accessible to everyone. It also saves time, which is a critical factor if a missing child is involved. Video compression technology has played a critical role as well. Over the years, significant advancements have been made in video coding standards — including H.263, MPEG formats, and H.264—alongside compression optimization technologies developed by IP video manufacturers to improve efficiency without sacrificing quality. The open-source AV1 codec developed by the Alliance for Open Media—a consortium including Google, Netflix, Microsoft, Amazon and others — is already the preferred decoder for cloud-based applications, and is quickly becoming the standard for video compression of all types. Read Now

  • Cost: Reactive vs. Proactive Security

    Security breaches often happen despite the availability of tools to prevent them. To combat this problem, the industry is shifting from reactive correction to proactive protection. This article will examine why so many security leaders have realized they must “lead before the breach” – not after. Read Now

  • Achieving Clear Audio

    In today’s ever-changing world of security and risk management, effective communication via an intercom and door entry communication system is a critical communication tool to keep a facility’s staff, visitors and vendors safe. Read Now

  • Beyond Apps: Access Control for Today’s Residents

    The modern resident lives in an app-saturated world. From banking to grocery delivery, fitness tracking to ridesharing, nearly every service demands another download. But when it comes to accessing the place you live, most people do not want to clutter their phone with yet another app, especially if its only purpose is to open a door. Read Now

Most   Popular

New Products

  • PE80 Series

    PE80 Series by SARGENT / ED4000/PED5000 Series by Corbin Russwin

    ASSA ABLOY, a global leader in access solutions, has announced the launch of two next generation exit devices from long-standing leaders in the premium exit device market: the PE80 Series by SARGENT and the PED4000/PED5000 Series by Corbin Russwin. These new exit devices boast industry-first features that are specifically designed to provide enhanced safety, security and convenience, setting new standards for exit solutions. The SARGENT PE80 and Corbin Russwin PED4000/PED5000 Series exit devices are engineered to meet the ever-evolving needs of modern buildings. Featuring the high strength, security and durability that ASSA ABLOY is known for, the new exit devices deliver several innovative, industry-first features in addition to elegant design finishes for every opening.

  • ResponderLink

    ResponderLink

    Shooter Detection Systems (SDS), an Alarm.com company and a global leader in gunshot detection solutions, has introduced ResponderLink, a groundbreaking new 911 notification service for gunshot events. ResponderLink completes the circle from detection to 911 notification to first responder awareness, giving law enforcement enhanced situational intelligence they urgently need to save lives. Integrating SDS’s proven gunshot detection system with Noonlight’s SendPolice platform, ResponderLink is the first solution to automatically deliver real-time gunshot detection data to 911 call centers and first responders. When shots are detected, the 911 dispatching center, also known as the Public Safety Answering Point or PSAP, is contacted based on the gunfire location, enabling faster initiation of life-saving emergency protocols.

  • Connect ONE’s powerful cloud-hosted management platform provides the means to tailor lockdowns and emergency mass notifications throughout a facility – while simultaneously alerting occupants to hazards or next steps, like evacuation.

    Connect ONE®

    Connect ONE’s powerful cloud-hosted management platform provides the means to tailor lockdowns and emergency mass notifications throughout a facility – while simultaneously alerting occupants to hazards or next steps, like evacuation.