In today’s fast-paced world, technology has become an integral part of our lives. While smartphones provide convenience, they also present challenges, especially in the security services industry. Security guards are tasked with protecting people, property, and assets, but when they’re engrossed in their phones, they risk losing focus, failing to connect with customers, and compromising safety.
A security guard should be the first point of contact for customers and visitors, embodying professionalism and vigilance. However, the growing habit of guards spending excessive time on their phones has diminished customer engagement and weakened the perception of security presence.
To address this, leaders in the security services industry must actively create a culture that prioritizes customer service and proactive engagement. Here are three tips to lead this change effectively:
Set Clear Expectations and Policies
Leadership starts with communication. Outline specific policies regarding phone usage during shifts. For example:
Phones are only allowed during designated breaks.
Guards must carry radios or other communication devices instead of relying on personal phones.
Personal use of devices while on duty should be discouraged unless it’s an emergency.
Implementation Tip: Reinforce these policies with clear consequences for non-compliance and recognize guards who follow the guidelines and demonstrate exemplary behavior.
Train Guards to Prioritize Customer Engagement
Many guards default to their phones because they lack training on customer service. Empower your team with skills that emphasize the importance of connecting with people and creating a positive security presence. Training could include:
Active listening and effective communication techniques.
Approaching customers or visitors with professionalism and a willingness to assist.
Building rapport with tenants, employees, or frequent visitors.
Outcome: Guards who engage with people feel more connected to their work and can provide better service. They also serve as a deterrent to potential security risks by maintaining a visible, alert presence.
Lead by Example and Provide Support
Leadership sets the tone for workplace culture. Supervisors and managers should demonstrate the same standards they expect from their teams. If guards see their leaders constantly on their phones, they’ll follow suit. Conversely, if leaders are attentive, approachable, and engaged, guards are more likely to emulate those behaviors.
Additionally, support guards by ensuring they have the tools and resources they need to succeed. Provide:
Ergonomic stations where guards can remain comfortable and alert.
Periodic breaks to reduce monotony and temptation to use phones.
Bonus Tip: Use technology to your advantage by implementing apps or systems that enhance security without promoting distraction, such as logging incidents or visitor check-ins via dedicated devices.
The Path to Better Security
Security services are more than just monitoring. They are about fostering trust, building connections, and ensuring a safe environment. Guards who are engaged and proactive not only enhance safety but also elevate the reputation of the service provider.
By setting clear policies, training guards in customer service, and leading by example, you can create a security culture that prioritizes engagement over distraction. This transformation benefits everyone—customers feel cared for, the company’s image is strengthened, and guards find greater purpose in their roles.
Together, we can move beyond lost connections and build a security service model that truly protects and serves.
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