As Bill Gates once said,
As Bill Gates once said,
At PSM, we spend a lot of time, energy, and resources making sure our clients enjoy first-class CCTV monitoring services – and 99% of the time, they do! But on the rare occasion we get it wrong, we do whatever it takes to make it right.
Remote CCTV monitoring is the delicate art of dealing with alarms, identifying criminal activity, and reacting without delay. Sometimes, no matter how attentive and well-meaning control room operators are, human error is unavoidable.
That’s a universal truth in our industry, but what really sets PSM apart is how we respond to our missteps. Let’s take a look at a real-life example of when we let the standard of our service slip, and, more importantly, how we rectified the situation and restored our client’s faith in our team.
Our client informed us that we should expect someone to be on-site the following night and let us know it was nothing to worry about. Unfortunately, this information didn’t make it to the CCTV control room operator on shift that evening.
After noticing activity on our client’s premises at around 3am, our operator rang the keyholder and woke their wife, who then had to lull their baby back to sleep. As you can imagine, it was a highly frustrating situation.
Our oversight might not have seemed life-or-death to some, but the snowball effect it caused had a real impact on that keyholder and their family – and that’s something we take seriously. It’s the little things that make a huge difference, and we pride ourselves on providing the best service, no matter how small the concern.
We have structured processes in place to make sure operators hand over key information to the next person on shift. As these processes weren’t correctly followed, we retrained staff on how to manage information given to us by clients and prevent similar situations occurring in the future.
Of course, one of our main concerns was making things up to our client. We worked closely with them to put fail-safes in place, and our belt-and-braces approach guaranteed they never had to worry about this happening again – turning a one-time problem into a long-term positive.
We know we’re not always perfect – but we are always looking for ways to improve.
When it comes to holding ourselves accountable, transparency is critical. It’s why we record all incoming and outgoing calls, timestamp every CCTV recording, and run in-house software that constantly records what our operators are working on.
Doing this allows us to maintain responsibility on a personal, managerial, and company-wide basis, so everyone at PSM is transparent in everything they do. It’s this level of commitment that earned us recognition from the NSI when they awarded us NSI Gold accreditation
Like we said earlier, every company in our industry makes mistakes and experiences setbacks, but it’s how PSM responds to them that makes all the difference. We’re dedicated to continuously improving our practices and making our clients’ experience with us the best it can possibly be.
Available to genuine CCTV and security installers. Usually emailed within one working day.
Please enter your details, and we’ll send you information on our services and a personalised quote.
Please enter your details, and we’ll send you information on our services and a personalised quote.