In today's column we will talk about what we are looking for from security service providers from a business point of view.
by Héctor R. Torres, PhD, MBA, CPP, CFE, CHS
A fraternal greeting from Puerto Rico to all the colleagues and readers of this column. It is a pleasure to share again with you. Today we will talk about what we are looking for from security service providers from a business point of view. Faced with the increase in competition for the globalization of markets and the increase of new services and products, the need to reexamine our way of doing business to be successful is created.
Background
During my years hiring security services for the various organizations where I have worked and as a supplier, I have come across the fact that many colleagues who are suppliers are actually unaware of the true needs of the client. Generally speaking, their approach is to simply sell their product or service as a place.
Worse, I have faced situations as a customer where once the sale has been made there was no follow-up by the supplier unless a bigger problem arises. It is as if the principle that the sale is tied to the service to ensure a good business relationship in the future is forgotten.
You have to wonder; What are security service customers looking for? Plus the basics; professionalism, dedication, care, personal treatment and added value of the product or service, other factors of great importance are sought such as the complete understanding of the client's security problems, ethics in business and the desire to become a true partner of the client.
We have previously highlighted in other columns, at the beginning of the 21st Century, the effects of globalization have created a highly competitive business environment. Therefore, those who work offering security products or services have to find a way to distinguish themselves when compared to their rivals. A supplier may have the best security product or service but without the development of a good business relationship with their customers eventually their business will be in danger of extinction.
Tips that lead us to success
Looking at things from a customer's perspective I want to share some useful tips that will lead to success for our colleagues who are dedicated to providing security products or services. Some of these tips will seem common sense but unfortunately sometimes we forget the most basic principles of business and interpersonal relationships.
1. Always remember that the purpose or approach is not to sell but to establish a good business relationship that bears fruit now and in the future.
2. Understand the customer's needs well before suggesting a solution that involves a security product or service. Define the security problem or issues well with the customer so that you both come to the same conclusion to identify the products or services that are really needed.
3. Never forget that no matter how much experience the customer has in security matters, the product or service advisor is the supplier. The supplier, when defining the problem well, can, with greater credibility, sell his product or service.
4. The vast majority of customers are not looking to buy a product or service but rather the advice that helps solve the security problem.
5. When selling, always look to establish a solution where both the customer and the supplier win in terms of price.
6. Never offer or promise anything you can't do. Supplier credibility is lost when false expectations are given.
7. The truth, the truth, always the truth no matter the circumstances and no matter how bad they are.
8. Always back up your products or services with warranties.
9. Always look for new ways to provide their services with great care and beyond the expectations of the client.
10. Always look for innovation as a goal to add value for the customer.
Finally, the foundation of success is to provide the customer with what they really need, solve their security problem and foster a good business relationship. As I have reiterated before, if we focus on interpersonal relationships based on honesty, integrity, mutual respect and ethics always seeking the common good we can foster that good business relationship.
As there are good interpersonal relationships, we put ourselves in the position of our clients and as good advisors we solve their security problems. Our success as entrepreneurs is not based on simply selling but on the achievement of lasting business relationships.
I invite you to continue to share your ideas and concerns from the world and security management.
A hug and see you next time.
* If you wish you can write to the author of this article by email: [email protected]
