How Do Security Guard Companies Ensure Customer Retention



The Importance of Customer Satisfaction and Retention for Security Guard Companies

In any industry that revolves around serving customers, the satisfaction of those customers must be the top priority at all times. This is no different when it comes to a security guard company.

Although companies that offer security guard hiring services may not have to interact with their customers quite as frequently as those in other industries, it is still vital that they take measures to put the satisfaction of their customers first at every opportunity.

After all, keeping customers satisfied is the key to retaining their business. If security guard companies are to keep their customers satisfied, though, they must make them feel as though their safety is truly valued and show them respect, politeness, and professionalism.


Needs and Expectations of Clients Hiring Security Guard Services

Investing in security guards can be incredibly important for owners of all kinds of properties. In addition to preventing theft and other crimes from occurring, having security guards on duty can help make both staff members and customers feel much safer when they enter a building.

Aside from the basics, the following are some of the main needs and expectations that clients tend to have when they hire security guards:


Beyond offering protection to their customers, security officers should also bring a sense of hospitality to the table. Rather than intimidating everyone who comes through the doors of a building, security guards should make people feel welcome. Something as simple as holding the door for someone or greeting them with a “hello” could go a long way.


Technology Use

We live in a time where there is a tech device available for pretty much any need you can imagine, and there are certainly plenty of technologies that exist to amplify security.

Customers are bound to be more satisfied when they notice their hired security guards leveraging these technologies to maximize the effectiveness of their services.


It is important for customers to feel as though their security guards have a strategy in place for maintaining the safety of the property. This strategy should include methods for cutting down on theft without negatively impacting the experiences of paying customers.


The Benefits of Tailoring Security Solutions for the Specific Needs of Each Client

Every customer and each building comes with a different set of needs. Thus, applying the same general approach everywhere will never be effective for security purposes. A good security company will be able to work closely with its customers to assess their needs and those of their property so they can provide a flexible security approach that caters to those needs.


It is important for customers to know that whether they require armed or unarmed security guards, personnel that specialize in event security, or mobile patrols, your company is able to fulfill those requirements and offer flexible solutions.

Depending on many factors, such as where a property is located, the crime rates, the design of the building, and whether the building is used residentially or commercially, there could be certain security approaches that work better than others.

When clients see that you are investing time and effort to ensure your security approach is best matched to their specific situation, they are bound to put more trust into your services, which is a major part of keeping them satisfied. On the other hand, if a customer feels their particular needs are being ignored, they are likely to look elsewhere for a security company that can meet those needs.

The Significance of Hiring and Training Professional Security Personnel

When customers are seeking security guard companies for the protection of their property, they are most often looking for those with professional security personnel, as anything less than that will simply not cut it.

Customers want to know that the safety and security of their property, staff, and clients are being entrusted to professionals who know exactly what they are doing. Professional security personnel will remain vigilant in maintaining their security practices 24/7, taking the job seriously at all times, as property loss prevention is most effective when this is the case.

True security professionals will know exactly what needs to be done, and will always have plans, as well as backup plans, in place for dealing with emergencies of all types.

When customers recognize that their security guards are solid professionals who go above and beyond what is expected of them, it makes them feel safe, which is always the ultimate goal.

Transparent Reporting and Accountability

In industries of all types, accountability should be of great importance, as it is critical to the success of both employees and businesses. This goes for security guard companies, as well. If a security guard company is not accountable, no customers will likely use their services.

That is why all of the security guards on your team must be aware from the get-go that they will be held accountable for their actions at all times when they are on duty.

If all of your security guards know that they have to constantly maintain accountability, this will encourage them to always perform their duties to the best of their ability and never compromise the quality of their work.

It will also allow your customers to see that your company takes proper measures when its employees’ quality of service is lacking, which means they do not have to worry about dealing with such problems themselves.

How to Satisfy Your Customers as a Security Guard Company

If you want the success of your security guard company to grow and progress, the only way to do that is by building a solid customer base. For that to happen, a significant amount of effort must be put into maintaining customer satisfaction.


In this industry, customers tend to be most satisfied when they sense your flexibility, adaptiveness, professionalism, accountability, hospitality, and tech-savviness. They also want to see your security guards going above and beyond to ensure that their specific needs are being met and that full effort is being put into keeping their properties, employees, and customers safe and secure.

Jessica Coates

Jessica Coates is a blogger in Toronto. She graduated with honors from the University of British Columbia with a dual degree in Business Administration and Creative Writing. Jessica Coates is a community manager for small businesses across Canada. When not working, she leisurely studies economics, history, law, and business solutions.