I called a vendor the other day, needing to resolve a problem. From the moment the customer service agent picked up my call, I knew I was in trouble. Unprofessional on every level, his communication skills were weak: he wasn’t listening closely to me nor was he explaining himself clearly. He was poorly versed on the information I needed and showed a lack of motivation to solve the issue. He was not mission oriented. Sadly, although this vendor company is a good one, at the end of the day, it’s all about the people. They are the face of any company and can hold the key to its success or failure.
In the case of security services, having good people is even more critical. The protection of lives and assets lies directly in their hands. Although choosing the right person for a job is important, subsequent training is absolutely critical. Without effective training, even the right people will not do a good job. And with effective training, even weak workers can come up to speed. (more…)