Mentor & Retain Staff.

• Skills Assessment & Targeted Goal Tracking

• Stay Reviews Supervision Support

• General Training

• Targeted Training

Mentor the Mentors.

• Training Supervisors

• Equipping Supervisors

• Supporting Supervisors

• Succession Planning and Development

Superior Customer Experience.

• Brand Ambassadors

• Likeability Exposure

• Culture of Service

Build Doers.

Companies often say they believe that their employees are their greatest asset, but invest little to nothing in mentorship, growth, and retention. The squandering of human resource potential may be the biggest missed opportunity in today’s security programs.

When companies view their people as easily-replaced, owned assets or coin-operated machines, they mistakenly believe that those employees owe the company everything in return. Wanting or even believing this is true doesn’t make it so. To truly engage employees and get their best, they must be seen as the humans that they are. People have hopes, career aspirations, fears, and a whole range of other qualities that must be understood and incorporated into workforce management to achieve peak performance. 

BluDog has developed an Assessment and Growth Management Plan that establishes an employee’s skills profile, and identifies targeted growth goals that are laser-focused on the general security areas needing improvement, as well as areas that are specific to their customer. It makes employee growth plans both measurable and meaningful, and paves the way for success and improved outcomes.

And since mentorship and growth should be continuous, our process involves intermittent Stay Reviews for each employee specifically to elicit feedback from the employee related to job satisfaction and growth plans from the employee’s perspective. Unfortunately, many companies never ask employees for their feedback, or if they do, it is in the form of an exit interview that investigates why an employee left a company after it is too late to change the trajectory.   

Building strong doers requires intention and commitment. That commitment starts with the deep employee engagement described, and is followed by a targeted training program that allows an employee to learn the skills necessary to perform as a security officer and also acquire the skills necessary to support the client’s brand/function requirements.

Build Leaders.

Investing in training and equipping supervisors with the skills they need is one of the key factors to any company’s success. Developing great supervisors means teaching them how to become competent leaders and strong mentors through leadership training, support and oversight. 

BluDog has developed a process that focuses on developing mentors through targeted goal setting, mentor empowerment, course correction, engagement, and value investment. 

In addition to building strong mentors, a good leadership program requires a succession plan that provides security-service business continuity and advancement potential in key positions to maximize the talent within your company.  

Succession programs leverage mentors to guide and help develop the skills of those high-potential employees who are close behind - ready to step up and take on greater responsibility whenever needed. This is important to ensure a consistent level of security-service delivery to your customers. BluDog can assist with developing a succession program that proactively provides for future leadership and focuses on performance, development, and timing.

Build Brand Champions.

Security and customer service go hand in hand. While the primary role of a security officer is to provide protection, officers should be doing more than simply (and often passively) maintaining a safe environment. Officers can and should play a big and proactive role in establishing a positive customer experience. Taking a closer look at customer service will likely shed a light on missed opportunities related to security and the delivery of an excellent customer experience.

When a security officer is approached by the public they are perceived as a direct representative of the company or locations they are assigned to patrol.  Ensuring they are trained in a high level of customer service protects your brand, and can be every bit as important as their tactical security responsibilities.  In many cases, a security officer is the first person the public has contact with.

Are you confident that the security officers assigned to your company are trained as trusted brand ambassadors who will create a first impression that is worthy and representative of your brand?

Promoting quality customer services skills requires an investment in training, as well as a clear message as to the importance of customer service. It has to be clear that participation in excellent customer service is absolutely required of security officers. Getting officer compliance and buy-in will likely mean a very intentional and broad commitment to cultural change. 

BluDog can design a Customer Service program for security services that focuses on the company cultural and brand.  Customer service-centric security programs will focus on the following:

• Requiring respect at all times for others

• Elevating the appearance of officers

• Enhancing brand knowledge of officers

• Increasing officer vigilance

• Improving customer communication

• Encouraging customer-first responses to dangerous situations

• Rewarding proactive problem-solving

• Teaching active listening skills

• Elevating the importance of eye contact, smiling, and pleasantness of officers

• Improving likability exposure

Designing the right program allows security to be brand champions, positively representing your brand and helping create an excellent customer experience.