Security Sales & Integration July 2023 - 30

of the best
2023 Installer
of the Year
bypass any employee to speak directly with John
Loud anytime. It's likely an employee will pull
out all the stops to satisfy a disgruntled customer
rather than have it escalate straight to the top.
Projecting a Personal Touch
Another part of LOUD Security's success formula
is treating every customer as a real person
LOUD Security
follows up with
every customer
after every new
installation and
service call with
both written
surveys and
telephone calls.
- Eric Widner,
General Manager
LOUD Security empowers its
staff of more than 60 employees
to routinely go above and
beyond to satisfy customers'
needs and wants.
with real concerns.
" We never want to treat any customer as a
number. Instead, they are a vital part of our family, "
says Director of Marketing John Bennett.
As mentioned, the company strives to communicate
regularly and often throughout all
stages of the customer's involvement.
" Even though our customers have signed
agreements, we know that there are often extenuating
circumstances that lead a customer to
cancel prior to the end of the agreement term, "
adds Bennett. " Because of this, we conduct weekly
'cancellation meetings' where our management
meets with our retention team to review customer
situations and offer reasonable solutions. "
Going the extra mile to optimize the customer
experience is par for the course at LOUD.
As both a customer service and sales initiative,
in 2022 the company implemented a new program
with its central station (National Monitoring
Center) to bring technology to the
forefront of what it does. That took the form
of allowing customers to use apps and texting
to answer alarm calls, cancel alarms and better
engage with their systems and provider.
The firm also took steps to better accommodate
its workforce so they could continue to
solve customer needs.
" LOUD Security implemented remote working
policies and updated phone systems, " says
Widner. " We also deployed automated task management
systems to allow employees to become
more productive and streamline processes. "
Tackling Technology Trends
LOUD Security meets with its existing and new
vendor and manufacturer partners consistently
throughout the year to ensure that its offerings
are current. Several company representatives attend
industry trade shows to actively search for
and add new services.
" Primarily we have found that we stay on top
of technology by staying involved with others in
our industry, " says Widner. " For LOUD, dealer
networks, trade conventions, collaborative conference
calls and partnering with other dealers
have provided insights and solutions to which
we might not otherwise have had access. As
John Loud says a bit tongue in cheek, 'We do
R&D,' meaning rip-off and duplicate. In other
words, you don't have to reinvent the wheel. "
From LOUD's management perspective, the
value of regularly getting together with other
dealers around the country to discover best practices
that can then be taken back to the business
and be fully implemented cannot be overstated.
30
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Security Sales & Integration July 2023

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