Develop Effective and Devoted Employees

Far too often we look to client relations to fix client issues rather than employee relations. Don't get me wrong, client relationship building is extremely important, but so are the relationships we need to build with our employees. As a Branch Manager you may get to see your client once or twice a month but your employees see him or her every day. This means that how well your employees feel about the company, and their manager will more than likely get passed on directly or indirectly to the client. So the more effectively we engage, recognize and manage our employees will help you in the work you do to improve your client relationships.

Engaging people starts with onboarding and how we bring them into the company, because it helps people to understand their role in the organization and where they fit in. If they do not feel like they fit in, then they question their ability to fit at all.

You need to show your employees, you care. It's not enough to just provide them with a job, employees need to recognized, validated and appreciated for the value and drive they bring. It is imperative that we ask ourselves, "How do we engage our employees who have allowed us to get to the point we are right now." One way is to provide continuous learning throughout their careers with Securitas. Organizations that enjoy high retention of employees establish learning development plans for their employees and mentor them through the learning, to ensure understanding of the material.

It's important that you have open and honest discussions with your employees especially when it comes to your expectations, their performance and the feedback you provide. Good coaching and counselling can go a long way to help improve engagement in an employee, and allow them to grow as a valued member of your team.

All too often managers find themselves spending most of their time fixing issues created by about 8% of their workforce and have little time to look at the other 92% who are doing an excellent job. However, to keep employees engaged we need to ensure that we recognize the excellent work the other 92% do or they will see that the only way to get recognized is to become part of the 8%. Recognizing an employee does not need to have a monetary value to have a great impact. A personal phone call, handwritten thank-you note, email announcement, nomination to Guard of the Year or acknowledgement during a team meeting can go a long way to make this person feel appreciated and engaged.

Learning to create a team of engaged employees will help you to stabilize your team and send a message indirectly through your employees that Securitas is a good organization and one the client can be proud to be partnered with.

By Warren Young
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Warren Young is the National Director of Training at Securitas Canada.

Securitas has been providing security services since 1934. With over 7,000 people in Canada and 310,000 people globally we have the experience and knowledge to offer a broad range of Security services; including On Site Security Guard Services, Mobile Guarding, Remote Guarding, Technology Solutions, Corporate Risk Management and Investigations.

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Security… Certified.

Some things you can compromise on, some things you can't.  Protecting your staff, residents, property and assets are one of those things you shouldn't compromise on…. Ever.  You want a security service provider with uncompromising quality and standards for the provision of services, support, and operations.  You want a security company that is ISO Certified.

The International Organization for Standardization (ISO) is an independent organization with 163 member countries with a Central Secretariat (head office) located in Geneva Switzerland.   ISO was founded in 1947 with a mandate of creating an international organization 'to facilitate the international coordination and unification of industrial standards'.  Since then, experts from all over the world have worked together to develop standards and have published almost 20,000 International Standards.

International Standards are strategic tools and guidelines to help companies tackle some of the most demanding challenges in business. They ensure that business operations are as efficient as possible, increase productivity, and help companies access new markets.

Benefits of ISO certification include:

• Cost savings - optimize operations and therefore reduce costs
• Enhanced customer satisfaction - improve quality, enhance customer satisfaction
• Access to new markets - prevent trade barriers and open up global markets
• Increased market share - increase productivity and competitive advantage
• Environmental benefits - help reduce negative impacts on the environment

ISO 9001:2008 sets out the criteria for a quality management system and is based on a number of quality management principles including a strong customer focus, processes, and continuous improvement.  ISO 9001:2008 specifies requirements for a quality management system where an organization:

• Must demonstrate its ability to consistently provide products or services that meet customer and applicable regulatory requirements
• Aims to enhance customer satisfaction through the effective application of the system, including processes for continuous improvement of the system and the assurance of conformity to customer and applicable regulatory requirements

ISO 9001:2008 helps ensure that customers get consistent, good quality products and services.

Several security companies in Canada are ISO certified for their administrative processes.  BUT, there is only 1 security company in Canada that is ISO certified for the provision of security services – Securitas Canada.   Securitas obtained ISO 9001:2008 certification in 2014; and works every day to improve processes, the products and the services that it provides its customers.  Becoming ISO certified demonstrates Securitas' uncompromising commitment to quality and the continuous improvement of all processes and programs.  The never ending search for excellence and industry leadership is what sets Securitas apart from its customers.

Securitas, a global leader in the security industry, has been providing security services since 1899. With over 7,000 people in 24 offices in Canada, and 310,000 people globally, they have the experience and knowledge to offer a broad range of services; including On-Site Guarding, Remote Guarding, Mobile Guarding, Technology Solutions, Risk Management, and Investigations.  Their Integrated Guarding Solutions will allow customers to customize their security program by combining any security offerings resulting in Cost Efficiencies, Increased Security Flexibility, and Service Unification.  

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