Lets face it, we are only the conductor of the symphony, it's the vendors that make the music and do the hard work.
You may know what systems are out there, what works best, accomplishes the job and at what price. You may be aware of trends and techniques and "theory" of security devices and how to use them, but when it comes to actually purchasing and putting those systems in place, you need a competent vendor.
Any administrator will listen with a mixture of mild interest or absolute absorption as you make recommendations for hardware and its utilization. Most will stare at you from across the table with that doe in the head lights look and say things like "That's what I think" or "I was going to discuss that option with you", we know what most are actually thinking is, how much is this going to cost us? It is your job to show value and cost effectiveness in any option you suggest.
Well before you go out there and get your three to five written estimates, slow down and consider your vendor family. Trusted value at your finger tips.
If you have done your job correctly, you will have done some research and background checks on any vendor you will be welcoming into your institution. Find out how long they have been in business and who they have worked for in the past. Feel free to contact these companies and ask (respectfully) if you might come out to visit their facility to look at work and discuss the vendor. Ask for things like, response time, caliber of components, call backs, helpers or sub contractors. Don't expect any "inside" information, only a fool would show his had to an outsider. But most security professionals will give you some insight as to the quality of a vendors work.
I find most security Managers will lean well out to highly praise or issue vicious condemnation of a vendor. Lets face it, this is important work, these guys have strong opinions, and we talk to each other. A quality vendor can make or break you. If you have one you can trust and is open to work with you on design, package pricing and long term service, you have a gem worth protecting. Should you find a vendor lets you down often or at your times of greatest need, I say cut em loose and let em drift. In this business it's about trust and being there. The great thing about this mind set is, most security product or service vendors are well aware of this thinking.
I call them family because I get to know them, Locksmiths, CCTV system installers, radio systems, access control, computer security even fleet auto mechanics. We don't sell pizza boys and girls, we are in the security business and we need competent TRUSTWORTHY vendors to support us.
I once gave an interview for SUPER/CIRCUITS, I had need of some small stand alone systems and for a catalog provider, they were very helpful. I live by the mantra of be a good tipper for good service. They did good by me so I was not afraid to give them a thumbs up. I'm sure it helped them too to have a testimonial from a very satisfied customer.
The best way to grow with a vendors and have them go that extra mile with you is simple. I can sum it up in one word "exclusivity". I first insure this vendor can supply both the hardware, skill and trust to provide the quality of service I expect. After reaching that level of comfort, I make a verbal promise that unless THEY are unable to meet the requirements of any given project, I will use them exclusively for the type of work they do. My CCTV guy did all my CCTV work, My Locksmith did all my mechanical latching/closer/door work, My radio technician had a hand shake agreement to service our antenna farm, base units and portables. By working like this, I was never afraid to call a vendor at any odd time and make requests for expedient work. They understood that the work was theirs and ONLY theirs if they met that understanding and obligation.
Any quality vendor would pull teeth for such an agreement. Generally it represents speedy compensation and years of work in a facility they come to learn and are comfortable working in. They want relationships as much as you do.
Now, some "relationships" may end up being very mercenary after they get their foot in the door. You will smell this guy right away. Prices change often, calls are not returned (a VERY bad sign) or technicians are changed often showing an underlying staffing issue (a security threat). Cut em and let him drift.
A vendor that cares about his business cares about yours too and will always go that extra mile.
I am proud to have a short list of security installers/vendors I can call upon any time for work in any number of environments. These professionals are known in the security community and respected. They do great work, keep their mouths shut about your business and understand that not only is their name on this work but mine is also, he/she will not put me in a bad position with my patron, have me lose face or do anything that might jeopardize the trust my patron has placed in me or my ability to get the job done properly. They understand my good name as well as theirs is on the line and will never put me on the spot with anything less then top of the line service. These things should matter to a vendor of security services, it's the life blood of the business.
Strive for this special relationship with quality people. Be fair and forthcoming. Extend your security team (family) by using trusted vendors. Like me, you may carry these relationships to other satisfied patrons in the future. Its good service and good business for all parties involved.
Ours is a trust business, it's what we sell. If you cannot trust your family, who can you trust?
RJ Mosca
