Commercial Integrator + Security Sales September 2024 - 58

SSI
AWARDS: POLICE DISPATCH QUALITY
a very valuable service, and, [in] all the
communities that we live in and that we
serve, it's a finite service. It's not limitless.
So, it's really important to take what they
do for us, what they do for our communities
very, very seriously and not waste
their time. When we call the police, we
want them to hopefully take our alarms
very seriously, so they can provide
whatever [the] needed services are to our
customers [and] respond to the different
emergencies out there. "
" All this translates into valuing the
time that police and law enforcement,
fire and other authorities out there that
are responding to these emergencies, "
says Bates. " I think it shows that we value
that time. All of that translates into better
customer service and a better workplace
environment for my team. "
He continues, " The reason that we
wanted to win the PDQ Award is [this]:
It's a validation of our approach and how
we try to deliver better service for our
customers. "
Bates Security has a full-service mentality, and its customers know this. Bates has
the option that, if a customer wants a team member to come out and inspect their
system on a yearly basis, Bates is more than happy to do it, and at no charge.
Bates. " We've been a successful company.
So, that's what attracted them to us. Those
are the types of companies that they are
interested in acquiring, which is what
attracted us to them. "
He continues, " So, we're going to keep
doing what we're doing. They're not going
to be forcing us to move monitoring
stations or change any of what [made us
successful]. They want us to keep doing
what we're doing. It's very early on in the
integration into Pye-Barker, and I do know
that they are interested in [the] best ideas.
How we have always grown our company
is we're interested in best practices, best
ideas, good ideas that we can take and help
improve our services at Bates Security. "
" I know that they have that approach,
as well, " says Bates. " I bet they have ideas
that can help improve the things that I just
talked about. So, it's a very open and honest
relationship that they have with their
dealers, such as my company and me. "
He continues, " I think as we go on and
share best practices, maybe they take
some of what we've got, but my team
will be looking for any good ideas that
we can get from the greater Pye-Barker
family and implementing them here to
improve our customer experience and
my employee experience and make us a
better, well-rounded company. "
" We have always tried to aggressively
do things to reduce these false alarms
because it's important to us to not waste
law enforcement's time, " says Bates.
" The better we are at all this, [the more]
it translates into a better customer
experience. And if the customer's having
a better experience, then I think my team
has a better workplace experience. "
He continues, " Law enforcement is
58 Commercial Integrator+Security Sales & Integration | September 2024
Trust the Process
Bates Security has built a successful
and, now, award-winning formula that it
expects to continue to tweak and improve.
" We try to make this part of our proven
process that we publish to every single
employee and that our customers see, "
says Bates. " It starts from the initial
site consultation all the way through
proposing the system design system, then
deciding to go with it and installing it. "
He continues, " We have basically a circle
of life process where we're continually
doing the things that we just talked about,
taking care of the customer. It's well-implemented
in what we do every day:
metrics that we're looking at, processes
that we develop. "
Winning the PDQ Award only enhances
the need to keep the processes intact and
continue to improve them, says Bates.
" It's an accountability measure to say,
'We've been recognized for these things.
We need to be doing them. Make sure
that we're still doing them,' " he says. " But
when I go and check with it, we're doing
them, because that's who we are. It's how
we've built the company. "
BATES SECURITY
Commercial Integrator + Security Sales September 2024

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