A WWPro security guard’s job is, above all else, to keep people safe; because of this their primary focus should be on preventing crime and seeing that the safety of others is maintained. However, this shouldn’t be the only thing security guards take pride in. One of the best things about being a security guard is that you get to meet and work with many people. This element alone should make every security guard realize their job is more than just watching for suspicious activity; they are also customer service representatives for the company and brand they represent.
When speaking with customers or guests, security guards should be able to establish rapport and treat them as equal individuals. Treating people in a polite manner and allowing them access to the brand and company without any obstacles will make their experience at that location better. Security guards must be willing to go out of their way to ensure every guest is happy, as doing so will not only maintain a positive image for themselves but also provide a good first impression that those guests may have of the company, especially if those people happen to be potential recruits or future customers.
Security officers help customers and visitors with whatever they need, including:
- directions or where security gates are located
- parking instructions/information
- security guard policies and/or rules
- security guard hours of operation
Our WWPro security guards get very familiar with the company’s products and services, able to guide people through the building, and very effective at resolving any problems that do arise. Security guards are a company’s face to the public, and as such they should be courteous and professional at all times.
A security professional who’s been working with the establishment for some time should be able to answer basic questions – such as what departments or services are available for help within the building, where something can be found in the building, and how someone would go about accessing it. If they see someone behaving suspiciously, they will typically be coached to report it immediately and not try to deal with it themselves. As such, it is not their place (or responsibility) to resolve problems; rather they are there to direct customers and employees to the proper channels for resolution.
For example: if a customer is being obtrusive, a security guard might ask them to quiet down so as not to disturb other customers – but they can’t directly resolve the issue. Instead, they should advise the customer on how escalate the issue until it reaches an agreeable resolution. A similar tactic would be used when an employee requests assistance from a security officer.
Security guards should be able to answer frequency of patrols, orientation of the building layout (for those with the appropriate training) and whether there are any known issues in the area – such as a recent crime spree. They might not have a great deal of authority, but they can certainly identify potential problems and let their superiors know about them. Guards should also be able to assist with reporting accidents or thefts.
Our WWPro security guards are a valuable asset to any company, and they should be treated as such. They’re not just here for protection; they also serve as brand representatives. Training them well is important because their behavior reflects on the company’s values. These considerations can help you ensure that your security guards are meeting customer service standards while protecting your business assets at the same time. To learn more about how we train our own team of security professionals, contact us today. We’d love to answer all of your questions and show you why hiring professional security personnel is an investment in your success now and into the future.
Call us to talk over your security guard needs – we’re available for short or long term time frames for our services – all inquiries welcome>