When EPS Security won this year’s Police Dispatch Quality (PDQ) award, it spoke to their diligence not only in the programs they implement on the front lines, but also determination to keep applying for the award when they hadn’t won it in previous years. That stood out to the judges. It’s also those qualities that we think other electronic security companies should consider as they develop and implement worthwhile alarm management programs that work in their front lines.
At SIAC, it’s easy for us to continue encouraging, teaching and sharing information on best alarm management practices. We receive appreciative feedback, but the reality of any program is that it’s only as good as how it’s put into practice on a day-to-day basis. Companies commit to execution. Then consistently do what is necessary to ensure best practices are used every day by their people.
This is hard. We never said getting better (at anything) was easy, much less putting in place a new measure or reforming your current alarm management program. The rubber meets the road through 1,000+ small- to medium-sized electronic security companies committing and executing on those better practices in communities across the United States and Canada.
In short, that means owners/managers of those companies care. That’s the first step to success. Those leaders must push their people and come up with several key indicators where they can improve. Then communicate it to your people. Stay committed. Follow up to see how things are going. And reform, as necessary, as you go along. If something it not working, try something new. If your employees are not prepared to share quality information with customers, put together better materials, train your people and cut them loose to do their jobs.
SIAC is here to help and provide big picture influence and information. We help many communities throughout North America improve how alarms are managed. But it’s you – the companies who read this blog and sell, install and service systems – who are on the front lines who determine local success or failure. Every owner, every company, every employee is important to this effort. We call on leaders and owners to stay committed and involved on the alarm management front. We know this is hard given all the day-to-day activities you must attend to in running a successful and profitable business.
With your engagement and leadership, your company benefits, as does our industry. Next year may be your time to win the PDQ. That won’t happen without strong programs right now.