Written By: Will Riley- Executive Chairman of PPS
The Challenge with Big Box Security Companies
Throughout my 30-plus-year career in the security industry, I've observed this consistent trend many times: as a contract security company expands, managing a growing customer base becomes increasingly challenging. Due to this unfortunate tendency, the existing operations management process often becomes strained due to the sheer number of customers assigned to each manager. Instead of contract service providers prioritizing client retention and company integrity, many of these establishments choose higher profits over investing in additional management support. This overall decision then leads to an untenable situation where balancing attention across all clients becomes impossible. Not only is the client experience tainted when this occurs and the provider’s reliability is strained, but the ripple effect this inflicts reaches each and every employee in its path as well.
What Unhappy Clients and Overwhelmed Employees Look Like
When a contract security provider lacks the proper span of control, the consequences are significant. Management personnel become frustrated that they are unable to deliver the high-touch actions necessary to effectively execute clients’ security initiatives and become burnt out. This breakdown in management then results in communication lapses, unfulfilled training commitments, unmet recruiting goals and other essential metrics- leaving a significant void in service delivery and overall security and safety that the client needs. This spiral of negative reactions further trickle down to the security officers working under the middle managers who then suffer due to a lack of direct support and guidance. This causes poor work habits and quick turnover. Overworked and overwhelmed, contract security managers often leave their positions, diminishing the quantifiable value of the client relationship. Finally, the client is abandoned while feeling unvalued, unheard, and their overall experience with the service provider has left them dissatisfied and disappointed.
PPS Companies Prioritize and Invest in Exceptional Client Experience
At PPS Companies, we recognize the importance of middle management in driving successful outcomes. Prioritizing world class service and reliability has driven the need to ensure our clients feel heard and valued. That is why our unique business model focuses on a high manager-to-client ratio, allowing us to scale efficiently while simultaneously investing in the necessary operations managers to meet our commitments, deliver effective solutions, and provide high-value service. For every one manager working for a PPS company, they manage approximately 2,500 hours per week or up to 6 accounts- compared to industry average of up to 30 accounts or 15,000 hours per week. This is a stark contrast to the industry standard and is evident based on client experience. By maintaining this robust management infrastructure, our managers are able to focus on creating strategic discussions, meeting more frequently with our clients to ensure satisfaction and fulfilled needs, and being able to provide our security officers with the support and guidance necessary to uphold our operational expectations.
PPS Companies Protect Long Term Client Success
We strive to think advantageously, understanding the broader business context and aligning closely with our customers' objectives. Our approach ensures that we not only address immediate tactical needs, but also contribute to our clients' long-term success. At PPS Companies, we believe that a better management model leads to better outcomes for our clients and their security initiatives.