What clients actually want.
WHAT CLIENTS WANT
Nothing to happen Evidence that the service is being delivered Prompt, honest communication when something does happen Personnel they are comfortable with
WHY EVIDENCE MATTERS
The service is invisible when it works.
WHAT TO PROVIDE
Patrol and visit records Incident reports Periodic summaries Supervisory visit records
HOW OFTEN
On a defined schedule.
WHAT A PERIODIC REPORT SHOULD CONTAIN
Coverage delivered Incidents and their handling Observations about site vulnerabilities Anything requiring the client's action
WHY OBSERVATIONS ABOUT VULNERABILITIES
It demonstrates value and it protects you if a loss occurs at a point you flagged.
WHAT TO RAISE FORMALLY
Broken lighting, failed locks, unsecured points.
WHY IN WRITING
It transfers responsibility for known weaknesses.
WHAT TO DO WHEN A LOSS OCCURS
Report promptly and completely Provide the records Avoid defensiveness
WHY
The client's decision to continue depends on how you handle it.
WHAT TO AVOID
Concealing failures Blaming the guard without establishing facts Promising more than the service can deliver
WHAT TO ESTABLISH
A named contact for the client, reachable.
WHY
Clients with incidents and nobody to reach change provider.
WHAT TO REVIEW WITH CLIENTS
Whether the arrangement still fits their risk.
