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Build your knowledge base to improve client relationships

As security integrators, we are frequently asked to identify the most appropriate or latest technology to address a specific safety or security concern based on client needs.

Often, this specific request must be integrated with legacy security technology. This may mandate compatibility of the two systems, which poses other challenges. Understanding the client request as well as the options for a solution is critical to your success. As we worked through the pandemic, the challenges we faced also resulted in opportunities for our industry. It created new ways of thinking that will exist long after the pandemic. We continuously need to consider new ways of thinking so we push ourselves to a higher standard.

Lessons from the pandemic

Some of the specific products that were in demand due to pandemic-related challenges were:

• Hands free door operators
• People counting and tracking
• Licence plate recognition (LPR)
• Thermal (from fevers to literal hot spots)
• Remote access to security software / hardware
• Integrated GPS
• Protective shields or barriers
• Interview rooms (audio and video for law enforcement)
• Metal detection

During the peak of the pandemic, we were trying to understand how we can use technology to the benefit of our clients but without the ability to meet one-on-one with the product representatives or colleagues. Each of the above listed solutions required us to develop our knowledge in the moment. We are all busy, so finding time to learn about new products created its own challenge, but one that had to be addressed.

The pandemic fueled the need for security technology and personnel but also resulted in the supply chain gaps. We had never experienced such widespread supply chain issues with security products before. Historically, there have been times we could not procure a certain piece of hardware on occasion, but not being able to buy off-the-shelf products was completely foreign to us. This was other challenge and another learning experience for the industry.

AI and analytics

When your client talks to you about AI, video analytics, systems integration or other technology that tends to be defined by a product manufacturer, the onus is on you, the integrator, to make sure you understand your client’s expectations. I have worked with clients who wanted “video analytics” but then as you dig into their perception of what it means, they frequently have a different interpretation or expectation. I once met with a group of people from the same organization who all wanted video analytics, but they each had a different understanding of what it was. It turned out they were not even looking for video analytics.

Seize the opportunity to fully understand what they are asking for so you can deliver a solution appropriate to their needs. Providing solutions for your client is not just a source of revenue — these are often life safety systems that must perform as intended when they are needed most.

Each one of these specific requests requires an equally specific solution. We can only provide that solution if we understand the need, know our technology capabilities, and have developed a relationship with the manufacturer or channel partner. Look for training opportunities from manufacturers or associations. The Canadian Security Association (CANASA), for example, delivers valuable education sessions, so take advantage of them. It always amazes me that we have such easy access to this leading-edge technology!

Our work is often complex, time consuming and sometimes without the financial compensation we anticipated. However, your client has placed trust in you to provide professional advice and service — the same level of service and expertise you would expect from your accountant or business advisor.

Building your knowledge of current technology will help to develop and maintain your business. Failing to develop your knowledge will inevitably have a negative affect on your business. Can your business grow or even survive using yesterday’s technology? There will be times when we cannot meet the client’s expectations, but it is better to discover this before the sale than after.

Roger Miller is the president of Northeastern Protection Service Inc. (www.protectionpartner.ca).