The Electronic Security Expo has announced its 2023 Executive Leadership Workshops, led by John Maxwell Leadership. These intensive leadership workshops have been built around NY Times Bestseller John Maxwell’s method for teaching leadership and influence. In business, everything rises and falls on leadership. Executive Leadership Workshops will help you establish a culture of leadership, improve collaboration and relationships — and get your team on a path of growth and development. The Executive Leadership Track will include a networking lunch for security and life safety technology leaders, followed by two workshops: 

The Art of Influence:  

During this session, Carolyn Hutsen emphasizes the importance of the Art of Influence and how an individual’s degree of influence affects their daily leadership experiences and interactions. Carolyn will share how to elevate leadership levels, growing and modeling personal and professional leadership.  

The Power of Asking the Right Questions:  

In this session, Carolyn Hutsen will help attendees learn how to improve connections and, therefore, their teams, as well as develop more efficient ideas to help them manage, grow, and head up their businesses. The goal of this session is to increase productivity for attendees and strengthen their leadership culture and productivity. 

As the saying goes, “It can be lonely at the top.” But it doesn’t have to be. The ESX Executive Leadership Track is an opportunity for connecting, learning, and growing with other C-suite operators and owners of electronic security and life safety companies. 

Motivation, drive, tenacity, and strong communication that trickles down throughout the organization is sparked. The 2023 Executive Leadership Track is an opportunity to collect insight and connections in one intensive afternoon that will enhance and recharge your leadership approach. 

“Great leaders create a positive impact on their people and their organization. Leadership training should not be underestimated, especially since most people don’t have natural leadership characteristics. Carolyn Hutsen is sure to inspire you to hone your leadership skills and encourage your leadership team to become better at decision making, communicating, problem solving, and adaptability.” says George De Marco, ESX Chairman 

For access to the Executive Leadership Workshops along with nearly 30 additional educational sessions, main stage events, food functions, networking/social opportunities, and the expo floor, register for the Executive Pass here – ESXweb.com/register 

Dispatching service technicians to a jobsite to check on a system issue costs time and money. Oftentimes, these truck rolls aren’t even necessary because the technical issues they were dispatched to take care of can usually be resolved remotely. Diverting personnel from money-making jobs to roll trucks is becoming a serious pain point for many security integration companies, and one that’s taking a toll on their efficiencies and their bottom lines.

Operational excellence is vital to a thriving security systems integration company. Reducing truck rolls, managing costs, and improving customer retention with best practices maximizes efficiencies and profit margins. This topic was tackled at a well-attended ESX presentation entitled “Reducing Truck Rolls through Technology and Repeatable Best Practices.” The session was led by industry veterans Rich Campbell, Training and Development Specialist for California-based RFI, and Danny Tolleson, President of Tennessee-based Turner Security.  

As the synopsis of their session indicated, “Every time you put a service vehicle on the road, your organization is burning more than just fuel. According to the Technology Service Industry Association, truck rolls cost between $150 – $500, and indirect costs potentially doubling those figures. There’s hourly wages, wear and tear on the vehicle, wrong equipment or tools, insurance and missed revenue opportunities elsewhere, including arriving late on customer sites. What if rolling a truck doesn’t solve the issue?”   

These are all key concerns to integration companies, which is why this education session was designed with the following objectives in mind:  

• How to improve your installation practices and processes to prevent repeated service calls   
• Best practices for routing service calls   
• Ways to use data, software, and remote service capabilities to avoid rolling a truck   

Campbell and Tolleson know well of which they speak because they each have put new and innovative measures in place to reduce their companies’ truck rolls and, in turn, increased efficiencies. They put the “pedal to the metal” to mitigate the truck roll problem and shared their initiatives in this presentation.  

Turner Security, for example, put their Remote Help Desk into operation in January, 2021, and as a result, has since reduced its truck rolls by 30%. The upfront costs of setting up the help desk have proven well worth the investment, given the long-term cost savings. Campbell reports that RFI, which operates in California, Washington and Nevada, also implemented a Customer Support Center which allowed them to bring customer support calls in centrally.   

It averages roughly 150 tickets per month across its four branches in these three states. Service managers work in each of their branches to provide fast response, and there is one full time engineer on staff for issues requiring that expertise. Now one out of every three service calls is being addressed and remedied remotely, eliminating the need to send techs out into the field.

Campbell reports that the service managers have a script to follow with questions, akin to a triage intake, to decide if the issue can be fixed remotely or if someone has to go out. For added efficiency, their service application process is directly integrated with their payroll to ensure accurate accounting of employees’ time.

Tolleson points to the resetting of power as a common cause for service. “24% of our trucks were resetting power,” he says. His company has opted to install a NUC, which is a small computer, on all average or above average video and access control jobs. This gives quick and simple remote access. “I can do it with Z-Wave in my systems – I don’t even have to have internet to reset power remotely.” He adds that his company programs its video and access devices before they go out.

“We program ahead of time so the people I hire are only installing and hanging devices. I’m even doing my training remotely now because we need consistent training to stop the truck rolls. A training video goes to the customer when the system is sold. Then we do a webinar training when the tech is finishing the job – I want consistent training for my customers. When a service issue does arise, customers have to call our help tech desk first and rely on our knowledge base, not the manufacturer.” 

There are times, Tolleson believes, when a manufacturer’s tech support for a specific product can actually damage the customer service experience. “Having training, documentation and a solid knowledge base inside our own companies enables us to handle issues without relying on the manufacturer,” he says. “Especially now with supply chain issues, the more we can do internally, the better.”  

OPERATIONAL TOOLS TO ENHANCE EFFICIENCY  

The ESX presentation highlighted several operational tools that help companies reduce truck rolls. A virtual system administrator (VSA) consists of tools that most remote managed services providers use to have remote access to the customer’s system. In the IT world, for example, it enables them to do things like patching and run scripts. Remote programming tools can be installed which allow service techs to access the customer’s system programming and fix an issue remotely. Monitoring center partners can also help customers diagnose what’s going on and diagnose issues via their phones. But don’t underestimate the importance of testing equipment in-house before the installation ever takes place, to ensure it is working correctly and optimally. 

RFI has opted to have a front office team and a back office team. The back office job function is centered on account maintenance, adding accounts, and billing, while the front office team helps with service-related issues. As for paperwork, the service manager at each branch does quality control of each ticket before closing it and sending it to accounting for invoicing. The service managers also hold weekly meetings with their teams to see if there are any recurring trends or better ways to solve technical issues. RFI also provides customers with written playbooks on their security programs when they complete the install, so they can refer to that playbook for troubleshooting issues internally before they may need to call for tech support.

There are several other procedures that can be implemented to ease the burden of truck rolls. In the event that is a truck does have to go out for service, GPS can help monitor where techs are and how to best route them to keep fuel expenses to a minimum. In addition, inventory reports will show if the needed parts are actually available and on the truck, or if the customer has them on their premises, so truck dispatches don’t turn out to be a waste of time.   

Building reports helps manage customer equipment. This industry tool is used for fire & life safety systems as well as fire inspections and allows customers to maintain their total cost of ownership (TCO). These reports indicate what the customer’s warranty dates are and when the equipment was installed, while also letting the integration company reference the details of each product and the type of service needed.

Password vaults and having an enterprise level password code are also crucial to a solid documentation program and helping customers quickly resolve password issues. Documenting site-specific procedures for each customer is another smart policy. For example, if you’re working with a Data Center customer, they likely need to provide a technician with a form ahead of time allowing them access with a data center escort. Or, in the case of a hospital, procedures granting access and outlining health and safety protocols that may be needed for a specific location, such as the wearing of PPE, should also be followed. Documenting site-specific procedures for each customer ensures that proper protocols are followed the first time so that a “do over” dispatch isn’t needed.  

The need to reduce truck rolls and the associated loss of revenue and productivity is becoming acutely clear to security systems integration companies everywhere. The recommendations put forth in the “Reducing Truck Rolls through Technology and Repeatable Best Practices” ESX presentation provide a strong springboard for companies looking to put a working plan in place. There are various ways to set pricing for remote service, and vary by each company’s particular business model. Some opt to implement Service Maintenance Agreements that bake in a specific price each month for the service. Others charge based on times spent, in varying increments of, for instance, 15 minutes or hourly remote support rates. Still others find it most beneficial to outsource their service calls to a Managed Service Provider.  

Finding effective ways to reduce truck rolls, as evidenced by RFI and Turner Security’s efforts, can help security integration companies better manage costs, improve customer retention, and maximize efficiencies and profit.  

To gain access to more educational programming that focuses on tactical, real-world advice for security pros, secure your Deluxe or Executive ESX Registration pass here.

The Electronic Security Expo (ESX), presented by Electronic Security Association (ESA), has released its full educational lineup for 2023. The conference will take place at the Kentucky International Convention Center in Louisville, Kentucky on June 5-8, 2023. 

In addition to its main stage presentations, engaging networking opportunities, and interactive expo floor, ESX 2023 will bring over 30 educational sessions spanning four tracks and two additional focus areas carefully designed for security professionals. The sessions cover tactical advice in Sales, Operations, Management, Monitoring, and Executive Leadership to help businesses grow and stay competitive.

Special emphasis is paid to building RMR or recurring revenue and a special three-part series will delve deep into the business of fire alarms. 

Attendees who are looking to address a specific business challenge or opportunity can look at the collection of focused sessions, with specialties designed to meet the needs of all managers from your company, including installation and service, finance, executive leadership, sales and marketing and more.

80% of ESX 2022 attendees rated best-practice sharing sessions “Excellent” or “Very Good.” 

Sales 

Learn to develop your brand and go-to-market strategy to keep the focus on building your RMR. Identify complementary markets, new products, and services that will give your sales teams the edge over the competition. Explore new sales management processes that will accelerate sales performance and increase your revenues and RMR. Sessions in Sales Track:  

• Commercial Sales Strategies and Applications that Drive Higher RMR 
• Leveraging Your Existing Customer Base for Sales & RMR Growth
• Proven Sales Tips that Great Salespeople Practice 
• The State of Marketing and Digital Tools for the Modern Company 
• The Rising Tide of PropTech in Multifamily   
• Top Reasons Why You Should Be Offering Cloud-based Access Control Systems 
• The Top Applications and Monitoring Services for Video Surveillance 
• Driving Higher RMR on Every Sale 
• The Expanding Case for Personal Emergency Response Systems 

Operations 

Discover best practices that will improve your company’s operational excellence and the customer experience. Explore ways to build efficiencies in installation, service methodologies, and human resources. Examine how others are solving today’s most common operations struggles like recruiting and retaining employees, supply chain lags, truck rolls, job safety, training, and more. Sessions in Operations Track:  

• 6 Ways to Reduce Truck Rolls and Optimize Field Services 
• Successful Ways to Onboard Staff 
• POTS Lines Are History – What You Need to Do Now 
• How to Encourage Collaboration Between Sales and Installation Staff 
• Practical Ways to Enhance Your Project Management Outcomes 
• How to Optimize the Ordering and Inventory Process 
• Top Ways to Improve Technician Recruitment and Retention 

Management 

Learn to implement and manage key performance indicators that help to streamline processes and improve top and bottom-line results. Find ways to build a strong culture that helps you drive transformational leadership and change throughout the organization. Examine emerging trends and leading-edge technologies that will excite your customers’ changing demands and open new markets to evolve your business. Sessions in Operations Track:  

• 10 Simple Ways to Measure & Reduce Attrition 
• Fear Not – How to Raise Your RMR and Labor Rates without Losing Customers
• The Business of Fire Alarms: How to Successfully Enter – Part 1  
• The Business of Fire Alarms: Understanding Codes, Standards, and New Technologies – Part 2
• The Business of Fire Alarms: Recurring Revenue Rain Maker – Part 3 
• Practical Pre & Post M & A Lessons to Remember 
• 5 Essential KPIs that Measure Your Success 
• Talent Acquisition and Retention Guide for the New Norm 
• The Current State of the Industry and What to Expect 

Monitoring 

Delivering quality security and life safety monitoring services to end-users, including cloud-based lifestyle enhancements, is mission critical 24/7. Discover best-of-breed operator training, state-of-the-art technology infrastructure, and vital monitoring processes and procedures for next-gen central stations. Learn from seasoned professionals who share best practices to maximize your 24/7 monitoring operation effectively and profitably. Sessions in Monitoring Track:  

• Monitoring Innovations – The Future is Here 
• Top 5 Things to Expect from Your Monitoring Center Partner 
• Keeping Score – A Better Alarm Verification Method  

Bonus best-practice sharing sessions and sessions in ESX’s exclusive Executive Leadership Track to be announced soon. 

“The industry continues to be faced with a changing competitive landscape that is relentless and unforgiving.” says George DeMarco, ESX Chairman “Albert Einstein once said, ‘Life is like riding a bicycle, to keep your balance, you must keep moving.’ In the same vein: Business is like riding a bicycle, to keep your competitive edge, you must keep moving forward. ESX educational sessions can help with that, teaching security professionals how to stay balanced, keep their competitive edge and keep moving forward. ”

“The educational sessions will cover a variety of topics such as developing sales consultants and leaders, finding technical staff, understanding next-gen residential and commercial applications and services, and tips on building your recurring revenue. ESX is focused on taking you and your team to the next level, on a smooth, successful ride to the top.” says George DeMarco, ESX Chairman

All educational sessions for ESX are curated and taught by the industry’s top electronic security and life safety technology pros, who are passionate about sharing their experience and helping security businesses grow and succeed. ESA and its partners are eager to help companies drive growth, improve their customer experience, and prepare for the future. Come bring your team to learn from the industry’s best and take home top knowledge and tips to help your business grow. 

“I don’t know of a more insightful convention to attend. This was the most beneficial 3 days of my career. I’m left with a ton of ideas I can’t wait to share with my colleagues.” says one ESX attendee.

For access to these classes, Executive or Deluxe Passes are required at registration. Register your team at ESXweb.com/register.