Customer Experience: Value vs. Price

We live in a world where everything we buy is drilled down to the lowest possible price. As consumers of services and products, we sometimes get so wrapped up in price that we overlook the value in the experience that we’re provided. For many years we operated under a false presumption that for a set price, the service or product should live up to our expectations, even when we drive a hard bargain.

Think of the last time you bought a plane ticket. Like most you’ve probably searched every website possible to get the best price. The thrill of a round trip ticket at a bargain price begins to lose its once promising luster when your checked bag is nearly half the cost of your ticket. You contemplate its actual value as you attempt to logistically situate yourself within the small confines of your bargain priced seat, navigating your knees in the slim hope they will comfortably, or uncomfortably, rest on the seat in front of you.

But this isn’t new, it happened last time you flew too. Even though you vow never to do it again, as you start your journey of searching for your next flight, you do it again. All in the name of price.

The same came be said when it comes to Security and Concierge Services. If you have either of these services at your community, you can probably relate to some of the issues that plague the industry; limited talent in applicant pools, high turn-over, insufficient training, and unresponsive management. Even though you might have these issues regularly, there is a high probability your organization will go out to bid and select a vendor like we would a plane ticket.

Even when we’re well aware of the frustrations, of the challenges, of the difficulty with ignoring value, our emphasis in the buying process shifts to the lowest price.

Ask yourself what the experience you have with your security program is worth that might not easily be quantified by money? How do these issues effect your ability to focus on your primary responsibilities in your organization? How do issues with your security effect your residentsoverall experience? What effect does the security team have on your ability to retain your clients?

Security and concierge companies answer these questions every day for clients and lead them through a more positive, better way, to create a security program that they can count on. The process starts with an emphasis on wages to recruit the right people, continues with live instructor lead training to foster a true customer service focused program on site, and is actively maintained by a proactive management team that will look to solve issues before they happen.

Just like the leg room on that flight, you don’t have to put up with a bad security program. Yes, good security may cost a little more, but the difference, like the cost of a First-Class ticket, will give you that peace of mind, and plenty of leg room to enjoy your flight.

Written by: Anthony Internicola Business Development Specialist, OPS Security Group

202-905-5841 ainternicola@opssecuritygroup.com