Guardian Protection reviews

delay in paying reps until after sale in completed

Guardian Protection Services needs to make some major leaps and bounds if they want to stay in the competition and back on the front cover of SDM Magazine. I would advise the company to conduct better research upon the products that they're selling to their customers. I understand from a business stand point of view that they want to sell all the bells and whistles and providing their customers with a "piece of mind". However a lot of the newer GE & Honeywell security systems (ex. touchscreens) still have some technical bugs that need to be fixed and worked out and therefore leading me into my next point which is a definite must. I would strongly advise that the onsite sales reps. always encourage the prosperous customers to get the "Extended Repair Agreement" and explain what it is to the customer so they are not having to pay an unreasonably high amount of money (Time & Material rates) to have work done if something is to go wrong with their security system. This isn't just going to be helpful for the customer and saving them money but the business as well in generating higher profits & revenue. The cost of some certain extra added devices are a bit unreasonably high as well and should be lowered to a much more reasonable and affordable cost. Also from another business stand point of view, the company should invest a lot more time and energy researching these 3rd party dealers that they collaborate with and the technicians that they're bringing on-board as well. There is a lot of miscommunication on the customer service floor and other departments all around too. My advice to management is to clean up this circle of confusion & misinformation. I can't begin to even tell you how many times that I had customers call in and complain saying to me that this rep. told him/her that but another rep. said something or offered something entirely different and I would check the system notes/comments but nothing was ever noted or specified. Please and I cannot emphasize this enough when I say this but they need to train their employees to leave more detailed notes. It will expedite the reps. call and leaving the rep. with a good call handle time. Another topic I would like to discuss and share is the Quality Assurance grading (which I found to be helpful and ridiculous). One day of every week all the customer service reps. would meet with their Supervisor/Team Leader individually in a room and listen to one or two of your call(s) and review how you had done in the past week. Your supervisor/team leader grades your call(s) based upon what's called a Quality Assurance sheet. Which is a grading sheet that's listed with all the "professional requirements" of things you have to say to the customer from saying "Please and Thank You" to "Offering additional assistance" and the list goes on from there. If you had missed anything on the list of those things to say or ask, or if your TL didn't like what you had said to the customer whether it was good or bad based upon their own individual opinion then you would get docked points which would effect your QA score and your QA scores would later on effect your rank/position for the shift bid which I found to be highly ridiculous. Management needs to look more into this. I think it's a terrible business tactic/idea when scheduling employees. I would like to address and shed some light on the amount of micro-management that goes on within the company. When employees are having conversations, whether it would be in the smoking area outside, the cafeteria, neighboring cubicles or even on the phone with the customers. If it's not negatively effecting the customers, other employees around them or their ability to work then I would strongly advise that certain TL's/Supervisors and managers to back off and to stop confronting their employee(s) and talking down to them. I know that some certain TL's and managers tend to get on these power rants because of their superiority within the company but I would advise them to be a lot more respectful towards the other reps. Last but not least. This place can be a "rumor mill" as someone else stated in a previous comment. Use your best judgement and cover yourself because certain employees in this workplace do like to stir up drama, rumors, and gossip about other employees. Which does occur in a lot of workplaces. However this should not be tolerated in a "professional working environment". I would strongly encourage management to look into this as well and take the proper disciplinary action(s) necessary.