perth crowd control Archives - NPB Security | Perth Security Guards, Mobile Patrol and Crowd Control

NPB Security Celebrates Fringe Festival Partnership

NPB Security is proud to have supported another successful FRINGE WORLD Festival, with the popular event wrapping up last month.

Presented by not-for-profit ARTRAGE, the annual FRINGE WORLD Festival offers an array of entertainment for all age groups, including circus, cabaret, comedy, music, dance, theatre, film and visual art.

ARTRAGE Partnerships Manager Cassandra Jordan said despite a tough year in the face of Omicron and the heatwave, the 2022 Festival was a success, featuring 453 events across 113 venues.

“We are very grateful to have been able to offer our community 31 days of world-class entertainment, and for the more than 1,900 participating artists, the Festival has been a bright light after many months of cancelled and reduced opportunities due to COVID-19,” Cassandra said.

“Numbers are still being crunched, but the 2022 Festival is on track to achieve ticketed attendance of 230,000, which is an increase from 2021 Festival of 220,000. More than $6.4 million will be spent at the box office in 2022, an increase from 2021 where $5.9 million was spent.”

A highlight on the social calendar for many West Australians, Cassandra said FRINGE WORLD Festival is an event that allows thousands of artists to annually perform and achieve their goals.

“Audiences at FRINGE WORLD are very diverse, including mainstream audiences that rarely engage with the arts. This has a positive flow-on effect for the wider arts and cultural scene, with 88 per cent of audiences agreeing that they are more likely to attend more arts events in the future after their visit to FRINGE WORLD,” Cassandra said.

“For artists, the event is an opportunity to play to a big audience and 86 per cent of artists agree that FRINGE WORLD is an important presentation platform for their work in WA.”

Passionate about supporting local and community-based events and organisations, Director Scott Parry said the partnership with FRINGE WORLD is one NPB values immensely.

“We’ve been with Fringe from the very beginning, so it’s a partnership we hold in high regard,” Scott said.

“We provided guards in 2011 for the pilot year and have continued to service Fringe since. In 2016, NPB Security became an event partner, solidifying the importance of the partnership.”

FRINGE WORLD Festival is a highlight on the calendar for the entire NPB Security team.

“There is genuine excitement amongst the group during FRINGE WORLD Festival, our team love to get involved and even promote events themselves,” Scott said.

Cassandra said working with local businesses is a priority for FRINGE WORLD Festival.

“NPB has supported FRINGE WORLD Festival from the beginning. Without this support and the support from our other partners, the Festival would not have been able to grow to the well-loved iconic event it’s become,” Cassandra commented.

There isn’t much down time for the team at ARTRAGE, with 2023 planning commencing concurrently with the closing of the 2022 Festival.

“We are reviewing survey results, data and debriefs to inform our planning for next year’s Festival so that we continue to improve the event for the benefit of our artists, audiences and partners,” Cassandra said.

The last few years have been incredibly testing for not only FRINGE WORLD Festival but the arts and culture sector more broadly, following the huge impact of COVID-19.

“The 2021 event was impacted by a lockdown and capacity restrictions which had a significant financial impact for ARTRAGE and the participating artists,” Cassandra said.

“The 2022 Festival was impacted in a different way, particularly because the border control changes meant that 72 events were unable to be presented.”

“That said, we are proud of what we have achieved with the 2022 Festival and are grateful for the enthusiasm of our audiences, who were rewarded by experiencing the passion, energy and uniqueness of the Fringe entertainers’ talents.”

Be sure to visit a FRINGE WORLD Festival event next year and support the incredible talent within Western Australia. Find out more about FRINGE WORLD Festival here.

Upskilling critical for keeping watch over State’s largest retailers

A huge demand for security services across the retail sector is one of the unexpected results of COVID-19 in the past 12 months. It is now nearly a year since customers started rushing to supermarkets and panic bought food and other basics – a behaviour partly repeated during the recent lockdown in Perth this month. More than ever before, the consumer response to COVID-19 has highlighted how important it is to make sure there are robust security strategies in place at retail outlets supported by highly trained security guards.

Custom training for retail sector

To ensure our security staff are equipped with the skills and procedures needed to deal with both unique events and daily activity, NPB Security has designed a new course specifically for our personnel at shopping centres and other retailers.

Rolled out from the start of 2021 and available to all NPB’s security guards, the custom learning delivers both theory and practical training. Our personnel learn and experience potential incidents that they may face on shift which are specific and unique to the retail sector. The course examines a number of issues that may result in security incidents, such as mental health, homelessness, drug and alcohol, as well as legalities and regulations in the retail industry. Other topics covered include the effective use of CCTV and procedures to minimise theft.

NPB Security protects a number of shopping centres in Perth and some of the country’s most recognised retail brands including Woolworths, BWS, Dan Murphy’s and Rebel Sport. As COVID-19 has demonstrated, security needs are always evolving so upskilling is always a priority to ensure a better customer experience for people who are simply wanting to do their shopping in peace and safety.

How security protects retailers

A focus for our security guards is to protect the staff of shopping centres and individual retailers, along with their customers. NPB Security is able to provide expert assistance on a variety of issues shopping centres and retailers face on a daily basis.

One major challenge is shoplifting and theft. Not only does result in lost revenue for businesses, but it poses a real safety threat to retail workers who face the risk of confrontation and aggression if they intervene. Security guards are trained to step forward and take the necessary action to resolve difficult or dangerous situations where people attempting theft will reach unpredictably. A security presence can also act as a deterrence making one retailer less likely to experience theft than another store without guards.  Guards are also trained to alert and work closely with police.

Security personnel are able to respond immediately during a crisis or emergency situation. For example, all our security guards have first aid training which could save someone’s life. If there is a medical or other emergency, for example a fire, that occurs at a supermarket, retail security is able to safely control the consequences of the aftermath, monitor emergencies and provide instructions and guidance to assist and calm staff and customers.

Retail is a unique security environment that demands specialist skills, so security guards that have undertaken a course specifically for retail patrols delivers a huge operational and financial benefit. Security guards with this training are equipped with extra skills and knowledge to ensure the safety of the staff, customers and protection of assets in any situation, from COVID-19 to day-to-day events.

The importance of agile and flexible Security Services

The security landscape is constantly evolving and changing, particularly with the updated regulations for businesses and individuals to comply with COVID-19 health standards. The security industry has seen a huge increase in demand from a variety of sectors including retail, hospitality and construction. We see three key crucial elements when it comes to meeting new demands:

  1. Highly flexible workforce

At NPB Security, our staff are always willing to help out the overall team and are extremely flexible with shifts and the type of work they conduct. During the period of COVID-19 restrictions our management staff worked around the clock to ensure the workforce was redirected to areas as needed. For example, hospitality staff were placed in retail and construction sectors as they required additional guards during this busy time.

The speed with which restrictions are announced and implemented means that the reaction of our dedicated team has been essential to ensuring clients have had the highest level of protection when the demand for security surges. For instance, during the first lockdown in Perth in 2020, NPB Security mobilised more than 200 retail sites at short notice following increased pressure from panic buying. While the recent lockdown in 2021, around 50 retail sites needed extra security staff at short notice.

Overall, NPB Security has increased our number of staff at premises we manage by around 25% compared to pre-Coronavirus levels. Meeting rapid changes in customer demand is only possible with a workforce that is willing to adjust daily and perform to a high level.

  1. Ongoing training

Providing ongoing and up to date, high level training is vital to make sure security guards deliver the best services possible, particularly in a changing environment. Delivering a mixture of training courses on new regulations, along with mandatory customer service training, are some of the ways NPB Security ensures all staff are a step above the rest.

Comprehensive COVID-19 training sessions have been provided to staff, including specialised lessons on methods to remind the public of the importance of wearing a mask, use of hand sanitisers, maintaining social distancing, as well as enforcing the SAFEWA app.

Our customer service course is designed specifically for qualified security guards in conjunction with the Australian Hotels Association and focuses on providing staff with additional tools to ensure a superior customer experience.

  1. Increased communication

At a time when the security industry as a whole is experiencing an increase in demand, making sure you have clear and timely communication with clients and staff is vital.

From new standards in hygiene practices to the rollout of State government guidelines, NPB Security is at the forefront of using technology and communication tools to make sure our workforce is always aware of the updates and attends any site prepared and ready to support our clients in meeting COVID-19 regulations and guidelines.

Comprehensive and fast communication with our guards is supported by the ability to give feedback, this ensures the opportunity to share commonly asked questions and concerns with other employees and clarify any follow up actions that have been taken.

NPB Security to keep watch at some of Perth’s highly anticipated events

NPB Security were at the frontline of holiday-period festivities and is looking forward to a number of upcoming sporting matches and events, including Fringe World Festival.

“Perth Scorchers have been playing well this season at Optus Stadium, and we are happy to make sure all fans have a safe and enjoyable experience,” said NPB Security Director, Scott Parry.

“Our professional guards will also be across a variety of venues when Fringe World Festival ignites later this month.”

The busy events period comes off the back of a highly demanding festive season, which saw people flocking to venues for Christmas parties and end of work drinks. Mr Parry said many venue owners experienced exceptionally high patronage, as well as the added pressure of mandatory contact tracing. The NPB Security team were ready to support venues and staff during this time.

“Not only were there more people out and about this festive season because international and some national borders are closed, business owners were also subject to new laws that require them to trace every person who enters the venue,” Mr Parry said.

“We are proud to be helping local businesses ensure they are doing their part in the fight against COVID-19, which also gives patrons piece of mind.”

Mr Parry added that it is a privilege being one of the only places in the world that has the freedom to gather at pubs, nightclubs, sporting arenas and even music festivals. NPB Security will continue to work hard to keep all patrons safe as we enter 2021.

What can security do to protect a mine site

Why security is critical on mine sites

On-site security and around-the-clock mobile patrols protect and secure the people, environment and assets of mining operations in an environment that can be remote and potentially dangerous. It is a challenging environment for security – the large scale combined with the variety of tasks to be carried out often makes it logistically challenging to ensure the constant guarding of assets and safety of staff.

Outsourcing a professional and experienced security company can make a huge difference to the efficiency of mining production and offer peace-of-mind. NPB Security looks at your company and provides both a specific and holistic approach to your needs, including the use of smart technology, on-site security and around-the-clock mobile patrols.

Mobile Patrols

Some mines can be surrounded by dangerous explosives while also being home to many fly-in fly-out workers. It is imperative the protection of some of the most precious assets in the world, along with high-quality every day machinery used to mine gold, copper and iron ore are watched at all times. If there happens to be theft on site it can lead to a drop in production and even the company’s shares, hence the need for high-end protection. NPB Security has more than a decade of experience guarding mine sites, particularly with mobile patrols. These vehicles are highly visible and able to cover large distances at any time of day or night. Having a security guard in a patrol vehicle is a very time effective and efficient way to ensure your site is covered. They are also fitted with in-car cameras for the recording of any suspicious activity and enable real-time reporting.

On-Site Security

There is often a large influx of people coming and going from mine sites, particularly workers. It can be useful to have a physical guard at a number of crucial points of your operation, to ensure only verified people are given access. Body cameras can also be worn by security guards to capture any illegal behaviour or unwanted visitors at your business and then supplied to your team or the police quickly.

Security are also able to facilitate drug and alcohol screenings when required and produce a timely digital report.

Responding to alarms

 With workers already experiencing long shifts and more often than not being away from their family and friends, security is able to offer a fast response to triggered alarms. If a call out is required, the guards are trained to search the premises to make sure there is no imminent threat to the safety of staff and production. If there are trespassers, then NPB Security staff are skilled and able to diffuse the situation. With the use of smart technology, instant reports can be sent that include images, video footage and GPS tracking locations.

The unique needs of each mine-site can be met by the services provided by a trusted security company to ensure your precious assets and staff are protected and monitored as requested.

NPB Security in high demand as mandatory contact tracing launches

NPB Security Guards are often the first interaction many customers will experience when they visit a pub or bar in Perth – with demand for their presence increasing as all WA venues are required to keep a resister of staff and patrons from December 5.

This will enable a quick response should there be an outbreak of coronavirus, as patron details will be recorded manually on pen and paper or digitally, by the recently launched “Safe WA” app.

NPB Security Director, David Barrett, said patrons can expect the first few weeks of the mandatory contract tracing to be chaotic.

“Many of our clients have requested an additional security guard to be present, both mid-week and weekends,” Mr Barrett said.

“The coming weeks will be a frenzy and patrons can expect lines to be much longer than usual – so prepare ahead and allow plenty of time no matter what venue you attend.

“In March there was also the need for contact tracing, and what we found was using technology was much more time consuming than the traditional pen and paper – but we hope once people have used the app a few times it will become the new norm.

“At NPB Security, all our employees will have access to an online information training session, so they are familiar with the new requirements.”

Businesses face hefty fines of up to 12 months’ prison and $50,000 for individuals, and $250,000 for a body corporate if they fail to comply. NPB Security are here to support businesses and ensure all staff and patrons are cooperative and kept safe during these times.

 

3 benefits of around-the-clock Security Patrols at your construction site

Mobile Patrols

Effective deterrent for theft & vandalism

The mere presence of a security guard can be a strong deterrent for vandalism and other criminal activity, particularly on large construction sites which tend to attract unwelcome visitors late at night.

But it’s not just guards who prevent intruders; the authoritative branding on patrol vehicles heightens the visibility of security and reminds would-be criminals someone is watching and willing to act at all times. Just as we all triple check our speed limit when we see a police car, those about to deface a property will think twice when they see a commanding security patrol car.

Cost-effective solution

A mobile security guard maintaining a watchful eye over valuable infrastructure assets can be much more cost-effective than traditional stand-alone guards. Trusted with covering vast and complex sites, one patrol guard in a vehicle can equal up to 10 stand-alone guards.

In the long term, guards in patrol vehicles have the ability to cover more ground and can therefore save developers and construction companies substantial costs, especially when your provider is capable of giving you more than just security – such as taking care of calling for repairs if damage has occurred on your behalf so it can be resolved as soon as possible. NPB Security are also able to ensure all generators are running on site and can even refuel them, preventing the need for a member of your staff to be on site. We can also arrange shifts so guards are present at specific times to let contractors in and supervise as needed.

Live updates & reporting

Having worked with clients in the industry since our inception, we have a wealth of knowledge of the risks and challenges associated with patrolling sites. Once we understand your specific concerns and harness a stream of data from our state-of the-art software, we can share insights into how our services are most effective on your site.

Our vehicles are fitted with in-car cameras, so If there is some form of intrusion or damage our guards can capture and record incidents as they happen. With the state-of-the art technology at the core of our business – these updates are shared in real time with clients.

For example, NPB have a highly visible presence across a number of Peet Ltd’s development sites, offering a multi-pronged approach with mobile patrols and on the ground guards. Peet receive reports anytime damage or graffiti occurs at work sites, which include images, video and GPS location so it can be easily shared within the organisation. This style of reporting also allows Peet to inform the maintenance team easily to ensure damages can be rectified in a timely manner.

Overall, the mobile security patrols offer customers who have a large construction site or business peace of mind that someone is watching their assets and making sure staff are protected. As a result, there is mitigation of damage and the costs associated.

Protecting the newest family friendly venue in the Swan Valley

Entrusted by the recently opened Bailey Brewing Co. that spans across 3.8 hectares, NPB security will keep a watchful eye over guests and staff.

The venue has opened its doors just in time for summer and boasts a family friendly environment – choosing NPB Security due to their professionalism and ability to accommodate the upmarket clientele.

Bailey Brewing Co. General Manager, Tony Williamson, praised the way NPB manage their customers in an appropriate and professional way.

“For us at Bailey Brewing Co. it is about customer service and customer experience, and NPB add value to what we offer our customers.”

“NPB’s customer service is beyond reproach in regard to how they speak to customers and sometimes disappointed customers that have not made a booking.”

“I would recommend to others to hire NPB Security as it is an all-in approach for customer service – not just security,” Mr. Williamson said.

NPB Security are pleased to be offering their expertise to the team at Bailey Brewing Co. and we look forward to seeing you and your family there soon!

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.

 

 

 

Hard work, technology and sisterly love: NPB celebrates the keys to success at its 10th anniversary

As Perth based Security Company, NPB Security reaches its 10-year anniversary, and founding directors David Barrett and Scott Parry look back over the decade, they say it’s been a long ride and a roller coaster.

Both agree that COVID-aside, the first couple of years were probably the toughest.

2010: Going it alone

Says Scott: “We had been working at the same security company, we were sitting at the Queen’s Hotel having a few beers, and we decided to give it a crack.

“We were in for a bit of a rude awakening. We did a lot of cold calling, made up proposals which we’d drop on prospective clients and we were fortunate to get a couple of clients start us off. But we expected people to come flocking because we’d been in the business and knew a lot of people. That didn’t happen.”

Through patience and perseverance, however, they were able to push through.

Continues Scott: “Fortunately a few clients decided to take a punt – the Mount Henry Tavern, The Grosvenor, Adventure World – clients who are still with us today. Then we had our first real break when a venue called the Breakwater signed us up. Its owner was a very well-known guy who had a lot of sway around town and through his endorsement, we got a real foot in the business.”

“And a leg,” says Dave.

2013: Sister Act

By year two, NPB (an anagram of surnames) started to fly with the Company snaffling up the Little Creatures contract and winning the 2013 Telstra Business Award for Best Start-Up business.

Dave credits winning the highly coveted Business Awards to some deft work by his sister who was working part time at NPB after a stint overseas.

“We never thought we’d win but my sister filled out about 40 pages of paperwork, then the Judge came to interview us and she must have liked what she saw because we won!”

The company now employed about 200 people and the next milestone was winning the contract for the Subiaco Oval (then known as Patersons stadium).

Scott picks up: “It was still difficult to win these major events because we were still considered a new company. No-one wanted to take the risk. We tendered the first time and didn’t win, then it was tendered again the next year, with huge competition from the eastern states, and we got it second time around.”

2014: The technological touch

Dave says NPB’s adoption of new technology had a lot to do with this win and the traction that followed.

“We’ve always maintained a customized operations system, a digital system that a local programmer built for us. It allowed us to roster staff when other companies were still using Excel spreadsheets. We could also onboard staff in a few hours opposed to a few days.

“Then we became ISO-certified and we were able to get better at monitoring the efficiencies of the business. It was a bit tedious at first but we quickly found our form and used it to access government tenders and win wider business.”

2015-18: Winning the WACA (and everything else)

The ISO certification was an asset to winning the company’s first government tender with VenuesWest, says Dave.

“That win delivered us the Mobile Security contract for HBF Arena, and the AK Reserve precinct – incorporating HBF Stadium, WA Athletics Stadium and the Bendat Basketball Centre – as well as HBF Park, SpeedDome, Gold Netball Centre, Champion Lakes Regatta Centre and Motorplex.

“In simple terms we are securing their assets and responding to alarm activations after business hours at their sites around WA.”

Now on a roll, the mobile division quickly snapped up additional clients including real estate developer, Peet, and Christ Church Grammar.

By 2015, and with its reputation growing, NPB won the WACA security contract after another competitive and highly charged tender process giving it a hat trick of “Colosseums.”

“By then we were seen for what we are,” says Scott. “We were authentic and distinctive – especially with our orange branding – and we led from the front in everything we were doing.”

Over the past five years, NPB has gone from strength to strength winning the WA Hospitality Supplier Awards from 2015-18 and expanding its workforce to more than 1200 employees. It has contracts spanning a raft of sectors including retail, government, mining and construction, and the work continues to diversify.

2020: The changing of the guard

The company has ramped up work across the retail sector with teams working for clients including Woolworths, BWS and Rebel Sport, and contracts in construction and mining have evolved so the Company now oversees activities such as random drug and alcohol testing.

The work role of the security guard has definitely changed over the past decade, Scott says.

“It’s not just about providing a security presence anymore. These days, we play the role of a responsible host and the whole team are attuned to the value of customer experience. You have to offer more these days – and we do.”

Victory lap

With this sparkling track record, you would think that the duo would be out there celebrating NPB’s diamond anniversary.

Dave: “Look, we’ve been extremely busy with reopening of phase 3 and 4 COVID restrictions, and Optus, so we had a low key celebration. Scott and I went out to visit some of our original clients and give them gifts. It was fun catching up with clients we have grown up with and looking back over the last 10 years. Plus, there were a few sneaky drinks along the way.

“The girls from Artrage, the Fringe World Festival, asked us if we were enjoying our victory lap around town. That made us giggle.”

As for the next 10 years, Dave says he and the business are primed and well prepared.

“I’m only 39,” he laughs. “There’s plenty left in the tank.”

Perth patrons overjoyed as they flood back to venues

As hospitality patrons flood back to Perth venues, frontline security staff are reporting an increase in incidences caused by “over-exuberant” patrons.

Director of NPB Security, Scott Parry, whose firm oversees safety across more than 100 major venues, says that while most crowds are well behaved a few customers have had exhibited some over-exalted behaviour which was higher than pre-COVID levels.

“Although we expected people to be happy about returning to their favourite bars and restaurants, a few were a bit too overjoyed, that kept our teams busy. We had to spend a bit of time with a few patrons to get their blood pressure back down,” said Mr Parry.

Despite a few excitable customers, Mr Parry says NPB’S Security crowd controllers reported good vibes and happy people at venues such as Northbridge Brewing Company, Bar Lafayette, and The Rechabite.

The only other issue to emerge has been a delays caused by tracing requirements.

“Some venues have been trialing digital options, which from our experience have proven to be slower than having people hand-sanitise and fill out a form on a clipboard.”

Despite these few hiccups, venue operators are welcoming the resumption in trade.

Sandbar Owner, Ben Randall, says his Scarborough Beach business, which employees about 50 staff, couldn’t wait to start welcoming more patrons back.

“We are simply glad that we’re now getting back to somewhere near normal.”

Mr Randall joined the AHA (WA) CEO, Bradley Woods, in welcoming the news.

“WA’s hospitality industry has paid a heavy financial price to keep Western Australians safe and as they reopen, they do so in a way that prioritises patron safety.”

Mr Parry added that all of NPB’s employees have completed hygiene training, social distancing and contact tracing protocols, and they have also gone a step beyond what is traditionally expected of security staff.

“Our security team are 100 per cent focused on improving the customer experience at hospitality and entertainment venues like the Sandbar. We see our security teams a bit like concierges, with the responsibility to meet and greet and offer assistance wherever needed.”

Since the coronavirus started, Mr Parry says NPB Security has been highly sensitive to the role its hand-picked teams play in ensuring COVID-19 safety

“Our teams have been trained to prioritise safety at every level but they have also been taught to go out of their way to deliver a positive customer experience. We are, at the end of the day, the safety end of the hospitality service industry.”

Crowd control warning as hospitality sector reopens

As hospitality businesses prepare for a staged return to operations in coming months, security firms are urging them to consider how to control crowds and manage ongoing safety issues.

Perth-based NPB Security’s co-director, David Barrett, says it is welcome news for the hospitality sector, but managing social distancing requirements and number limits could be problematic.

“A lot of venues are just not designed in a way that allows patrons to maintain 1.5m between each other,” Mr Barrett said.

“If you look at some of the problems that occurred in the retail sector when restrictions started to be put into place, you can only assume there’ll be some challenges encouraging crowds to abide by new rules in bars and other venues designed for socialising at close quarters.”

Mr Barrett said during the early stages of COVID-19 restrictions, incident reports from security personnel at retail outlets increased exponentially.

“It was like nothing we’d ever experienced before,” he said.

“People were obviously in panic mode and that was leading to incidents like 16-year-old checkout operators being verbally abused and threatened.

“The number of incident reports we were receiving rose from less than 20 a week to hundreds a day.”

Mr Barrett said it was a similar story for most security firms around the country as restrictions came into force and continued to change over time with little notice.

With no standard procedures or training modules in place to deal with such unprecedented changes, many security firms had to implement their own.

“We had to come up with training for something that no one had ever experienced before and the general public was in a similar situation, having to adapt to a way of life that they were completely unfamiliar with,” he said.

“That was happening as we were all getting our heads around the seriousness of this virus and fear was growing all the time. People can behave quite irrationally when they’re being driven by fear and uncertainty.”

For Brendon Sim, director of CBD venues Bar Lafayette and W Churchill, while there is some optimism among hospitality business owners, there are still many unknowns ahead.

“As soon as the bars reopen, people will think the cabin fever is over and will come back with a vengeance expecting to enjoy an afternoon or evening out,” Mr Sim said.

“The problem is that bars, pubs and clubs are not designed for social distancing but to fulfil venue capacity, which will create ongoing challenges.

“Walk-ins and queues at the doors will be very hard to manage with number limits and social distancing requirements, let alone people inside venues when there are restrictions on where they can be, how long they can be there or who they can be with.

“It’s a situation that will require very careful and visible crowd control, but we’re all bleeding from the loss of revenue after being closed, we will have limited turnover for a long time to come, and many in the sector will struggle with the costs of adequately managing these new restrictions.”

Mr Sim says he has the option to operate as reservation-only venues, but many operators would need more information before they could make informed decisions.

“Commercial kitchens and bars are not designed to operate at 50 per cent capacity – it’s an expensive and time consuming process to get them functional so we need a lot more certainty before we decide to open at all,” he said.

“While it is a good thing that we can start to open our doors again, it’s going to be a long and costly exercise to do so, and there are so many unknowns ahead.

“We’re going to need a lot of ongoing government support to cover the costs of crowd control while turnover remains limited.”
Mr Barrett believes that while there will no doubt be challenges as restrictions are relaxed, business operators, security personnel and the general public will be far better placed to adapt.

“The experiences gained in going into this thing will be valuable to help us come out of it,” he said.

“We’ve mandated that all our staff need to complete the AHA’s COVID-19 course that’s been put into place, and everyone now has some experience in dealing with staged changes, so I’m predicting a more seamless transition back to some sense of normality.

“But people are going to get excited about pubs and clubs reopening, and when excitement and alcohol are combined, security issues can arise.

“However, just like we’ve seen in the retail sector, most customers will adjust to the changes and settle into a new way of doing things.”