Yes, there is a fairly significant disconnect between upper management and the employee base at many security companies today. The same is probably true about how you feel your service is being perceived by the customer, and how they actually feel. Unfortunately, in far too many cases the things we assume as fact couldn't be farther from reality. Any company large or small would do well to be flexible enough to take the steps necessary to find out what their employees (and their customers) really want.
About the author: Bob Harris is managing director for The Attrition Busters. With over 30 years in the alarm industry, he provides seminars, business consulting, and workshops to help great companies become even better. Bob can be reached at (818) 730-4690 or by email at firstname.lastname@example.org. Learn more about The Attrition Busters at www.attritionbusters.com.