This month Simon Banks talks to Elizabeth Rivera, Director of Frank Alarms, the SSAIB accredited security specialists for homes and businesses across London and Hertfordshire.
As technology advances, would you say that customers have higher expectations of their security systems?
Customers are definitely more tech savvy these days and have raised their expectations. They also quite often do their research online so are more informed. They love that they can receive updates via text message and have 24hr access to their CCTV through their smartphones.
What have you found to be your customers’ biggest concern?
With long working hours people spend so much more time away from their home than they used to and want to be safe in the knowledge that their property is secure. One of the questions we are asked most frequently is about response times, when customers opt to connect their alarm system to the monitoring station for police response. Customers are also commonly concerned about the consequences of a control panel being taken off the wall or deliberately attacked and the solutions available for this.
What measures have Frank Alarms taken over recent years to retain customers?
A significant proportion of our custom is word of mouth. Good service is what our business is built upon, our customers know they can rely on us for fair pricing and a quick response whatever their needs may be. Being honest, flexible and providing realistic expectations is essential.
As advocates of new technologies, what advice would you give another company when considering replacing their legacy signalling devices?
I would definitely encourage them to explore all the options for themselves. We’ve been thoroughly happy with our decision to upgrade and do not doubt that other companies would benefit in the same way. We have a particular customer who owns over 100 sites. They had been having significant problems with their landline connection, so when we were offered a product that removed the need for a phone line we highlighted the many benefits to our customer and they agreed to upgrade all of their sites to DigiAir®.
The UK’s economy is predicted to rise during 2014. What is your experience so far?
We have seen a steady increase in our business over the last few years and are continuing to grow. By keeping a strong customer focus and our fingers on the pulse of technology we have maintained excellent customer retention levels. Technology is getting cheaper and this makes it more accessible. Customers are excited about what it offers them and it's great to be able to provide extra security and peace of mind.
You Said It!
“I installed our first DigiAir® myself in less than ten minutes – I was amazed at how easy the installation process is. A great little engineer friendly product and a simple but high quality security solution.”
Charlie Brightling, Managing Director, Standfast Security