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Commercial Case Study

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When a downtown, class-A office building employed a series of contract guard companies to provide its security services, it had trouble keeping steady guards because those companies experienced excessive turnover. This high rate of turnover, coupled with the guards’ lack of building-specific training, resulted in the office building repeatedly scoring low on its tenant surveys – especially regarding its security guards and the feeling of safety among the tenants.

The building management responded by hiring different security providers, and the situation was temporarily improved. But after a few months, the pattern began to once again repeat itself.

In today’s highly competitive commercial leasing market, tenant perception is paramount. That’s why the property management company selected Wackenhut’s Property Resource Officers (PROs) to provide a concierge-type security service, utilizing officers at the building’s front desk to greet visitors, provide information and assistance, and control building access. Wackenhut’s PRO training program covered tenant-focused security topics, such as life safety issues, elevator safety, and building-specific topics that had been neglected by previous providers.

Six months after Wackenhut took over the project, the building’s tenant evaluation scores for security improved from 72 to 98 percent, with security at the property receiving the highest score of all properties in the owner’s portfolio. The most frequently noted improvement was Wackenhut’s focus on customer service.

   “Our Property Resource Officers have a unique understanding of the demands of our multi-tenant facility and are able to provide both friendly information services and a respected public image that has far exceeded the typical security officer we had in the past.”    - Property Manager Professionalism with Integrity