Security Sales & Integration November 2021 - 26

EXCLUSIVE!
Executive Interview
Smart as a Post
morning. That made him realize that was an
issue and he said, " What can we do with this? "
Thus we created Night Shield, which when
appropriate and according to predetermined
parameters, will take analytic video and forward
it to our patrol officers and command center.
Rob Post: Basically at night when your system
is on, whether you're at home sleeping or away,
your phone might be off. We're monitoring for
you. We're seeing the video if a person comes
on the property. When we see it, we can dispatch
patrol or law enforcement and protect it
before they even enter or break into your home.
We charge the customer a recurring fee for that.
You mentioned a DIY offering. How does
that fit into your overall mix?
Rob Post: We added it to show we're setting
up for the future. Our DIY offering can be purchased
online and can either be self-installed or
with us installing it for them. People still oftentimes
prefer pro monitoring or pro installation.
We like to be easy to work with, which is why
we've always been a month-to-month company.
Customers pay upfront and can cancel with
30 days' notice.
Tell me a little bit more about how deep
Post is into the smart home. What types
of offerings are you putting out there
and how's the take on them?
Franco: We are very invested in the smart
home. Alarm.com on the backend allows us
to really create an ecosystem from security
to lifestyle enhancement pieces, locks, lights,
thermostats, setting schedules and rules, and
having lights turn on at a certain time or be
triggered by a video. Everything is moving that
way. There are over 40 billion registered IoT
devices and it's growing. One of the biggest
things with it is needing a solid WiFi connection.
We try to solve everybody's problems
from security to WiFi.
Gina Post: The smart home model increases the
Armed patrol service is among
Post's differentiators, and the
company says its response
times outpace the competitors.
Its personnel are in the field all
hours of the day and night on
patrol and on alert.
As Anthony said, based on what happened at
my house we dove in and got it to work. A year
later, the same incident happened at my house,
and thanks to Night Shield the police and patrol
caught three of the four guys.
Franco: Not many companies can offer this
service. It's real easy to come in and talk with
customers about this type of service because it's
very intriguing. It's not anything that's familiar
to people. To be able to say this is all done inhouse,
we have a solution, we can more proactively
protect you. It's a win-win for everybody.
Gina Post: It's a unique situation because we
have our own patrol department. In areas like
Los Angeles it's really tough to have a quick police
response because they're overwhelmed. It's
of high value that our patrol can be enroute before
police. We've had a lot of success in our patrol
areas curbing mail theft, car burglaries and
had multiple captures because we were able to
get there so quickly. It's all about fast response
and Night Shield allows that to happen.
26
Security Sales & Integration NOVEMBER 2021
chances of customers engaging with their systems
every day, having it become part of their
routine, becoming part of their life. Then to
cancel, it's like, " Oh, if I cancel security then I'm
going to cancel all this other stuff I use daily. "
Rob Post: One of the challenges of the past five
years with home automation is that you have
installing technicians who are used to the oldschool
mentality of running wires, programming
the panel, and today it is new and different.
Although we help them train and learn
it, we also have hired IT technicians who pitch
in for the WiFi experience, bringing everything
together, programming it for the client.
Gina Post: With that technology on the backend,
we can also do a lot of diagnosis and tech
support in-house, through remote support. It's
really helped us prevent truck rolls.
What your top two or three rules for
delighting and holding onto customers?
Gina Post: We go back to that Golden Rule to
securitysales.com
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Security Sales & Integration November 2021

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