How the Best Private Security Companies in Houston, TX, Provide Great Customer Service

One of the most difficult tasks for private security companies in Houston, TX, is the question of how to balance safety, security, and customer service.  On one hand, guards must have an imposing presence which will deter criminals and other miscreants from disrupting your property.  Yet, they cannot be so threatening or dour that it’s disturbing to customers, renters, visitors, and any other authorized parties.

So, in today’s article, we wanted to focus on the more pleasant aspects of private security – how we interact with authorized visitors to improve your customer experience.

Four Ways Private Security Companies in Houston, TX, Create Great CX

1. Always maintaining a pleasant demeanor with customers 

A good security guard might seem to have a split personality – unfailingly polite and pleasant to visitors while being able to instantly turn authoritarian if there’s an unauthorized access or another security incident.  Good security guards should be smiling and happy to authorized visitors, greeting them by name if possible, to reinforce the message that “you are being protected too.”

2. A willingness to help

Customers and other visitors may turn to any perceived employee for assistance – even security guards.  We train our guards to be as familiar with the property as possible so that they can assist in customer service when necessary.  If – for example – someone wants to know which aisle at the grocery store has dishwashing soap, our guards should be able to answer!

3. Strong control over voice and body language

The biggest indicator of whether a person is friendly or threatening often isn’t in what they say, but rather in how they say it.  We spend a lot of time training on self-awareness of vocal tone and body language, specifically so that a guard doesn’t accidentally come off as intimidating towards a customer or other authorized guest.  At the same time, they know how to be threatening when necessary, even if they’re completely nice the rest of the time.

4. Improved communication skills

A bad security guard barks orders and expects to be obeyed.  A good security guard issues commands calmly, and with enough explanation that their target understands why the order is being given.  This increases compliance, as well as decreasing the likelihood the situation will escalate, or that feelings are hurt.

PGP Security wants to keep you and your customers safe!  If you need private security in Houston, contact us to discuss your options.