When too much.... creates client vulnerability

The issue: Indirect, layered communication between clients and security vendors inhibits swift reaction, trust and excellent customer service. 

The outcome: Create a communications platform/process that allows rapid response and resolution for the client, vendor, operations, and management. 

Summary: Anyone who has had to use protective security services abroad, understands that it is near impossible to import services without receiving some serious government approval as well as drawing unwanted attention to a client's plans. Therefore, local security vendors are typically contracted and managed by a broker, like Morton Security. There are some companies that can provide actual employees, but they are very few and typically very large.

 

Morton Security Operations found that many local vendors expected to only communicate with either the client or the brokers operations management team. It seems many

companies are concerned about clients poaching their local vendors as well as the client being privy to conversations (sometimes unpleasant) between their operations team and the local security vendor. The broker would typically set up separate chats or lines of communication for the local vendor and the client. If the client happened to be part of an organization that used an internal security operations management team, a separate chat would have to be established for that team as well. Confusing right. 

​Solutions: As a small company that prides itself on customer service, Morton Security found a solution that simplified the communications process as well as integrated excellent customer service, transparency and corporate responsibility. 

Morton Security requires vendors to use one chat room for all communications. The following are all invited to be part of the chat for the duration of the contracted services and are also given instructions on how to mute notification if they do not want to be inundated with updates. 

  • Client/Principle.

  • Client requested personnel (i.e. family, colleagues).

  • Executive Assistant.

  • Client Operations Management Team (if applicable).

  • Vendor Management.

  • Vendor Operations Management Team (if applicable).

  • Vendor assigned personnel.

  • Morton Security Operations Personnel.

So, what about inundating the client with unnecessary texts? A communications plan is implemented with specific guidelines as to check-ins and communication minimization. The only communications that go out in the chat are necessary, planned and brief. Any communications not covered in the plan are not necessary and can be initiated directly with the individual that message is intended for. 

Conducting communications in this manner is extremely important and provides:

  • Clarity.

  • Swift response by all parties.

  • Client confidence in the broker and vendor.

  • A record of the service for all parties involved.

  • Swift resolution for unforeseen changes as well as solutions.

Another positive consequence of conducting communications in this manner is the trust that it builds between the local vendor, the broker, and the client. Many protective security brokers markup the cost of service by as much as 60%, paying the local vendor a few hundred dollars a day, while charging the client thousands. This is part of the reason so many companies compartmentalize communications between local vendors and the client. The bottom line is that the local vendors can easily figure out how much the broker is charging the client, creating a feeling of animosity and unfairness. 

Morton Security provides the client and vendors with their profit margins from the beginning and understand that long term relationships are more important than a one-time payout. They also want to keep good vendors and will gladly pay them for their loyalty. A typical markup is ten percent plus any fees for additional services. Morton can do this due to their efficient processes and low overhead. 

Conclusion: Morton Security is very picky about who they work with, in order to remain efficient and effective, minimizing their client’s exposure and maximizing profit through long term relationships. Bigger is not always better and the more people involved in a security operation, the more exposure the client has. Bureaucratic communications processes can not only create inefficient processes but can literally cost lives. Future clients of Morton Security can rest assured that their personal and organization safety rests in the hands of highly trained professionals that care.