October 2020 - NPB Security | Perth Security Guards, Mobile Patrol and Crowd Control

4 Reasons your Business should hire a Security Guard

We are living in a very uncertain economic climate and with everything involved in running a business, sometimes safety and security can slip the mind of management. However, there are huge benefits to having the presence of a security officer either on site at your business during operations, or monitoring the premises after hours. Not only will on-site security ensure your business and assets are safe, it also contributes to a better customer experience.

Still not sure if on-site security is necessary for your business? Here are our top four reasons to consider hiring a security firm.

  1. Reduction of theft and vandalism

Whether a business is seeking to protect retail assets or equipment on a construction site, or minimise graffiti and vandalism, we know that the presence of a security guard is a very strong deterrent for people looking to steal or deface property. Managers and staff are likely busy attending to customers and focused on making sales, so the attendance of a trained guard offers an extra set of eyes and ears. Our security personnel are constantly on watch for suspicious behaviour and are trained to act immediately and operate in a professional way if they notice something out of the ordinary.

NPB Security can offer a digital record of all site data, showcasing how many thefts or incidents have been stopped, and how much money we have in turn saved for each client. For example, one of NPB’s shopping centre customers chose to not have guards at their centre for a period of 6 months. During this time, they experienced an increase in crime and damage to the building, and in turn their insurance costs increased. The customer has now returned to us, with theft and vandalism activity lowered along with their insurance overheads.

If your company is worried about a building or construction site being vandalised after hours, then a mobile patrol can be of great benefit. A mobile service means guards are able to cover large areas in a vehicle and can spot check if they suspect an incident is happening or has already occurred. We employ high-end technology to alert clients to the movement of each guard on site via GPS tracking. We can also capture videos and images to send to clients immediately once they notice something has happened, to support incident reporting.

  1. Improved customer service and staff support

It is no secret that a good experience at a venue will mean customers are left happy and more likely to return. Whether at a retail venue, event, or on a mine site, security guards are often the first point of contact and interaction for staff or customers, so creating a positive experience is essential. At NPB we ensure all of our guards complete Australian Hotels Association recognised training in customer service, meaning every customer or staff member will be greeted by polite, professional and authoritative guards who go above and beyond to deliver great service.

An on-site security presence is important for businesses that have customers or staff members leaving a venue late at night and walking to vehicles. Security guards are able to provide great customer service for businesses to ensure their employees and guests are protected and get home safely.

Trained security guards are also able to act as first responders in an emergency situation, with training in how to operate Automatic External Defibrillator equipment and how to perform potentially life-saving CPR. This provides an extra layer of reassurance that your staff and customers are in safe hands.

  1. Rapid response to issues

Alarm systems can act as a good deterrent for criminals, and in this day and age most companies have them installed. However, an alarm only works well if someone responds to it. An on-site security presence can provide an immediate response to an alarm being triggered, checking and securing a premises quickly and effectively. If damage has occurred, NPB Security can provide real-time updates, and assist with arranging immediate short-term repairs to windows and doors until more permanent repairs can be completed. This professional and prompt response allows operations to return to normal as soon as possible, reducing profits lost.

An on-site security presence can also assist after hours with phone calls, taking enquiries for maintenance, or assisting customers with information and venue access – at hotels, for example – at any hour of the night, so staff can get the rest they need.

  1. Organised record keeping

To be as efficient as possible and reduce the amount of paper used within a workplace, security firms are able to update clients on incidents, locations and any other requested information in a digital format. For instance, NPB Security employs a state-of-the-art digital reporting system developed over more than 10 years of experience. This system not only leads to better transparency – giving customers the ability to track guards’ movements on their property via GPS – but also offering real-time information and accurate incident reports in an easy to read format.

A new element of NPB’s digital system is data collation, which allows customers who have multiple venues in one area to receive access to trends that are occurring on a weekly or monthly basis across all premises. This facilitates more effective business decision-making for things such as how many security personnel to hire on particular nights.

There you have it – our top four factors to keep in mind when deciding if you need to hire a security guard for your business. Overall, security is a great investment and can help protect not only your staff, but also ensure your assets are safe.

3 Things you should expect from your Security Firm in the Digital Age

We live in a world where technology can tell us virtually anything – from who’s at the front door to when we can expect a delivery to arrive. When it comes to knowing how your security firm is protecting your business, you should expect the same level of personalised information in real time.

As a Director at one of Perth’s most trusted security providers, I know the sector in great detail. In my opinion, there are three key things that clients should seek from their security services provider in the digital age.

Customised digital reporting systems

It’s hard to believe that it was once the norm to print out documents, hand-write sensitive information and begin the slow process of faxing clients ‘immediate’ updates. Fortunately, technology has improved significantly, and we can now expect the paperwork we send and receive to be far more time efficient and secure.

At NPB we recognise the important role technology plays in the security space. More than a decade ago, we started building an integrated digital reporting system to provide our clients with an easy onboarding system and customised reports. For example a client can provide us with the exact document they need to capture and we can ensure we record all the information they need to keep track of and then provide a detailed report. In the past 12 months alone, our system has recorded more than 1,200 incidents; each time an incident is recorded, a real-time notification is sent to the relevant client to update them instantly – certainly a far stride from the humble fax! The system also allows us to log payroll and rosters for our employees, leading to far more efficient operations.

In the modern environment, we all expect to have customised information and data at our fingertips. For this reason, your security provider should be using the latest technology or, like NPB, building a bespoke system to assure you the job is being done well at all times.

24-hour patrols and capabilities

While the protection of digital assets is now a primary focus for many organisations, ensuring the safety and security of brick and mortar infrastructure remains critical to the survival of most. You should expect your security provider to safeguard those assets around the clock, because many of us would rather not have to get up in the middle of the night to check if our office, site or venue is safe.

Digital monitoring systems help detect and report incidents. Combined with our mobile patrols, they provide peace of mind and reassurance to managers, senior executives and owners that assets are in the best possible hands, with rapid updates available on actions being taken to address an incident. In addition to common security checks and incident follow-ups, these systems and patrols assist with actions such as calling NPB staff to assist with hotel and motel inquiries after hours, and alerting construction companies to critical maintenance works.

Increased transparency

Trust is an integral part of any good business relationship, and when it comes to working with a security company it is essential that you can trust your provider is doing a good job and acting in your best interests – especially when you’re not watching. Once again, this is where a digital reporting and monitoring system becomes critical. It’s your way of knowing your provider is doing the specific job they’re employed to do and not taking any shortcuts.

NPB’s custom-designed software includes a number of features to alert clients when we are on site, exactly where our staff are, and the actions they are taking. For instance, if an NPB Security mobile patrol officer is out on site for a client, that client can track the patrol’s precise location and time of arrival. Reports are backed up with GPS data, allowing the areas that have been patrolled to be openly available for clients to see, and our staff can upload pictures or video footage to share any concerns. This system assists with decision-making and offers peace of mind and increased transparency into exactly what service is being provided.

So there you have it – my top three considerations for hiring or reviewing a security firm in the digital age we live in.

This leads me to announce that NPB will soon launch an exciting new feature for all our clients, to help in identifying security trends within their company. Make sure to stay in touch with NPB on LinkedIn, as we’ll be sharing more details soon!

How demand has increased for Security Guards and Crowd Controllers in WA despite COVID-19

There has been a huge influx of patrons to hospitality venues throughout Perth hotspots, leading to an increase in demand for security services. Since Western Australia eased lockdown restrictions and bars and restaurants re-opened to the public, NPB Security’s average working hours have slightly increased. This is mainly due to customers flocking to venues throughout Fremantle, Northbridge and the Perth CBD earlier to beat long lines.

The hospitality sector is thriving from more people spending their cash locally. While fewer people are allowed in the venues due to capacity limits, they are often spending a higher amount per person, instead of saving their pennies to spend interstate or overseas.

One of NPB Security clients, Universal Bar co-owner Trevor Candido, said the NPB team are always professional and have been extremely helpful during COVID-19.

“The level of compliance is a lot higher than usual on a number of fronts and controlling the queue outside is more of an issue as we have restricted numbers inside the venue and social distancing is required,” Mr Candido said.

“We have also seen our patrons spending around 15% more each when they visit us, I think this is mainly due people being unable to travel outside Western Australia.”

“NPB Security guards have great presentation, the company is very organised, making our lives a lot easier knowing things will be taken care of in a professional manner.”

“Their team also send us digital copies of the required COVID-19 hygiene and Responsible Service of Alcohol certificates, which alleviates piles of paper.”

“NPB’s digital reports are also a huge advantage and we look forward to seeing what is next for NPB Security,” added Mr Candido.

Incident reports have increased in recent months, however this is in proportion with the higher number of customers within a venue.

What will be interesting for clients in the coming weeks is NPB’s new integrated digital reporting software which will be able to reveal industry trends. For example, those who own multiple venues in an area will have access better insights to assist them to make viable business decisions.

 

*Universal Bar is Perth’s most awarded live entertainment venue.
Without a doubt Northbridge’s most iconic bar, the Universal Bar at 221 William Street has been the home of live entertainment in Perth for 20 years. Open Wednesday to Sunday, the bar features some of Perth’s top bands, best cocktails and great times in an intimate setting. Interested in holding a function? Check out their website!

Why adding to the Customer Experience is more important than ever.

It doesn’t matter the event type or venue, we can all remember an instance when someone has gone ‘above and beyond’ to make our time memorable. As a director of a security business for more than a decade now, I know firsthand how important it is to provide the best possible customer service and support, and how critical these factors are to survival for our clients-.

Why is it worth investing in customer experience?

Regardless of what industry a business operates in there are always opportunities for customer interaction, and first impressions really matter. As many people can attest to, a positive first impression has long-lasting effects, leading to a strong and loyal customer base.

When it comes to security for your business, the impression our employees have on your venue or retail outlet is crucial. Often security guards are the first and last interaction your customers will have when they are at a bar, event, retail outlet, etc. so it is vital that the customer experience element is unprecedented.

At NPB Security it is clear that customer experience and matching the right person for the job are important for our clients. We have received great feedback from a number of our clients and also the general public about how we made a positive difference. This in turn has led to our clients returning to us again and again or referring us to others because they trust we can provide the best service possible.

This is also backed up by research which suggests that 86 per cent of customers are willing to pay more if it means they receive a better overall experience. It’s worth investing time and money in well trained staff, processes and technology as tools to help your business retain clients and increase revenue in the long term.

How can you achieve exceptional customer experience?

Our view at NPB Security is that delivering excellent customer experiences is a long-term investment in our business. It starts with our team: we invest in our people because they’re working on the front line for a wide range of venues and businesses and in turn our clients are appreciative of the exceptional level of service they provide.

Our people, like yours, have the ability to do and share things that can enhance the relationships we have with clients. Because we recognise this, we ensure that every one of our team members is trained in a course we designed specifically for our company with the Australian Hotel Association. This is an investment that may seem nonsensical to some people, given the multitude of courses already on the market, however we believe that our business is unique, and we want to ensure that the customer experiences we provide are just as unique and special.

When you invest in your people and their training, don’t forget the basics:

– Watch out for those small moments where you can make someone feel special.
For example, a young colleague of mine at NPB Security received praise after he helped an elderly lady down the stairs of a venue while he was on duty. It didn’t take anything more than the initiative and awareness to jump in and help – something he learned at training.

– Make sure the first interaction you have with a customer is a positive one.
It makes a huge difference if there is a smile on your face and you have a professional visual appearance. Once again, security officers are imperative to the overall experience patrons have at an event or venue because they are often the first person a customer will mingle with.

– Always let the patron have their say.
This applies regardless of whether the input they want to share is positive or negative. Offering a listening ear despite the circumstances will make a huge difference to the experience customers have and often security guards are able to voice concerns and feedback to the venue or business they are working for.

How can you tell if the customer experience you provide is excellent?

– It might be obvious, but the best way to understand if your company has the experience ‘x-factor’ is to ask! Whether it’s a follow-up email or an old-fashioned phone call, ask your clients to share their feedback on the customers experiences your organisation and staff provide. This might not be something you’re inclined to do, but it can go a long way – remember, everyone likes to have their say.

– Whether it’s your company’s Facebook page or a Google review, the digital space is many people’s modern go-to for sharing their experiences. It’s important to respond publicly to feedback online – whether negative or positive – to demonstrate that you care about your customers’ experiences and the reputation of your business.

– It’s important to know what your staff think about the customer experiences your business provides – at the end of the day they’re the ones delivering these experiences. If your people are happy, enjoy their work environment and are well trained, that will radiate into good customer service.

The path to great customer experiences is worth the financial investment, with research revealing that it costs about five times more to attract new clients than to retain existing ones. On average, research suggests that 70 per cent of satisfied customers and clients will return to use your service again!

Since implementing our tailored customer experience training at NPB Security, we have noticed a considerable increase in positive feedback from our clients and the general public. If you’re at all unsure about the standards of service you’re providing to customers and clients, I strongly recommend you look at some avenues to gain better insights that can inform positive changes – a step in the right direction that no business will regret.