Which factors are security services assessed?

Sincere and frankly is what the people can feel the contact with Vietnamese businessman Pham Minh – Director of Phat Minh Vuong Security Services Company Limited (PMV). In a late September afternoon, in view of a famous security company manager, he shares with us many interesting information about the current protection field. Let’s listen to the thoughts, experiences and feelings about his current protection field.

Reporter: Can you tell to what factor that the security services were considered as good ones?

Pham Minh Viet: Protection is a special kind of business. Thus, it is not easy to see immediately the quality of service that the company provides security services. However, assessing the quality of the security services is usually based on key factors such as:

– The level of customer satisfaction.

– Ethics and responsibility of guards, the company’s reputation with customers.

Reporter: Currently, there are many bad customers feedbacks for security guards that had not polite and disrespectful behaviors and even cause injuries to consumers, what do you think about this issue?

Pham Minh Viet: It was previously reported that a few guards had injured customers or citizens. I personally strongly oppose such actions of the guards. However, through my study, I must add that a part of the reason stems from the behavior of the victim, but the main reason is still the impatience of guards.

Doing this job requires patience  because when we maintain the rules  that meet customer who violate the rules, we have to remind, reorganize them, while the violators did not want anyone to say to them. This leads to conflicts.

Reporter: For security guards who are dishonest, stole or destruct property of the clients, as the representative of a protection service provider, how do you solve this?

Pham Minh Viet: Before this situation, I is really sad. The incident largely belongs to the responsibility of the business to provide the staffs.

To curb this situation, in my opinion, the company providing security services have to further tighten the recruitment. Then, they  conduct  training in a program to help all have  the skills of a real security guard. At the same time, they generate cross management models to limit thefts. I often speak with the company commanders that if we do not manage staffs, we can not manage client properties.

No employees have professional ethics, so training and managing them are no easy tasks for security protection enterprises.

Reporter: How is the needs of current customers about the security services?

Pham Minh Viet: At any social stage, the protection needs remain. As society develops, the protection demand increases more and more. Because of increasingly complex society, the requirement for rental protection of quality is more professional and rigorous.

Now, in some sectors, there are devices that can replace people, the protection is similar. But the human element in the protection job is still the most important and certainly can not be replaced completely by any devices.

Therefore, the needs of customers now demand real professional security services from professional skills to cultural behaviors, from managers to guards. And so, every security services business enterprises  is always better.

Reporter: On the market today, there are many units in the security services, to create and maintain its reputation for customer confidence, what is PMV doing?

Pham Minh Viet: As I said, to manage customers, we must manage to get their employees first. PMV means P for Prevention, M for Management and V for Verification. We maintain the quality based on three factors.

Guards must know prevention. As they prevent, they  must manage the content. If not manage, they then will lose the very success of the prevention plan. But things can not stop there, as there may holes in  the next stage, so need to verify.

Figure 2: PMV employees train situations

In short, PMV means:

– How to prevent customers? Prevention.

– How to manage for clients including asset management customer management and employee management ? Management.

– Two standards did not work out, did they? Verification.

Reporter: So the PMV service was good yet? Can you give  a best security service today?

Pham Minh Viet: On the first side of the question, we do not answer. Let customers have a self-assessment.

I can only give you some information that PMV has 3 consecutive years (2009, 2010, 2011) won the title “Trusted Brand” by Asia  Pacific credit index assessment center.

PMV is serving more than 100 customers, including the customers are well-known brands such as: Holcim, HANSAE, Sanofi, Vid-public Bank …

PMV has 5 offices, branches in places such as Bien Hoa, My Phuoc, Tay Ninh and Ho Chi Minh. Only customers appreciate the exact quality of service of the PMV.

And second side question, I think the company does maintain profitable growth, brand, customers beliefs, then it’s a good service company. I respect the brands such as Long Hai, Yuki, and Hoang Gia.

Reporter: Thank you for taking time for this interview. Hope Phat Minh Vuong  Security Services Company Limited grow more.