Suit_Tie Security

2016
Denise Brown,Owner
Suit& Tie Security
7/13/2016
SUIT & TIE SECURITY

Table of Contents
MISSION STATEMENT ............................................................ 4
OUR ORGANIZATION................................................................. 5
LOCATION AND BUSINESS......................................................................................................6
GREETING CLIENTS................................................................ 8
GETTING TO KNOW YOU ............................................................. 9
GETTING YOUR GEAR ON .........................................................10
FIRST IMPRESSIONS................................................................11
ALL WORK AND NO PLAY........................................................................................................ 12
“THANK-YOU” NOTE................................................................................................. 13
TELEPHONE AND CELL PHONES ..................................................15
MESSAGES AND VOICEMAIL .........................................................16
Hours.................................................................................................................................... 17
CUSTOMER SATISFACTION......................................................18
CUSTOMER SURVEY..................................................................19
THANK YOU LETTER...............................................................................................................20
CUSTOMER TURN-OFFS...........................................................21
RESOLVING CUSTOMER ISSUES......................................................22

Denise Brown, Owner | SUIT & TIE SECURITY
A+ SERVICE ........................................................................30
INCREASED VALUE ..................................................................31
INFORMATION ......................................................................................................................32
CONVENIENT SERVICE ...........................................................33
SERVICE PROPOSITION ..........................................................34
STAFFING ..........................................................................35
TRAINING..............................................................................................................................36
TESTING AND INTERVIEWS.....................................................37
JOB WELL DONE...................................................................38

MISSION STATEMENT: We protect what you value.
STS is a security firm that focuses on personal and corporate security and
protection. We are not your average security firm, as STS personnel always
present themselves in a professional manner, and participate in continuous training
to keep us on top of the latest technological advancements in security.
Our suits are our uniform, representing professionalism, integrity, and
designed to blend in with business professionals or appear to be part of a group,
providing anonymity to our agents. We do not stand out in a crowd and at times may
exchange the suit and tie in a more relaxed atmosphere.
Our purpose is to provide corporate security and personal protection for our
clients as well as maintaining their privacy.
STS is a progressive business and we continue to establish a unique clientele.
It is very important to STS and its clientele that their privacy be maintained
throughout the assignment.
Our agents should keep in mind that this is a 24-hour a day business. As part
of the team, you will be expected to keep a cell phone with you at all times, be
prompt, professional, well groomed and it is expected that your driving record
remain clean as you may be required to drive clients as well.
On behalf of everyone at STS, we are excited to have you as part of our
family.
SUIT & TIE SECURITY

S U I T A N D T I E S E C U R I T Y
OUR ORGANIZATION
Jim Wood …………………………………………………….President
Denise Brown……………………………………………….Owner/Operations
Alonzo Hudson…………………………………………….Security Director
Chris Roma………………………………………………….Tactical Operations
Kristina Brown…………………………………………….Receptionist
Donna Jeffers……………………………………………Executive Assistant
Patricia Cooper………………………………………….Technical Support
Business Address………………………………………525 Elm Street
Cincinnati, Ohio 45202
513-344-8965
513-344-8966 FAX
Billing Address P.O. Box 24100
Cincinnati, Ohio 45224
Email stsecurity@ymail.com
SUIT & TIE SECURITY

OUR LOCATION
We are centrally located downtown Cincinnati, right in the heart of the
business district. We chose this location for a few reasons. First, we are close to
downtown businesses for accessibility. Second, many clients come directly from
the airport, and extra traveling can be a burden. And third, there are great places to
eat downtown. Besides, the stadiums are close by!
OUR BUSINESS
We make it our business to keep your business secure, your person protected
and valuables safe.
What do we have to offer?
When it comes to security, we have everything. State of the art equipment
and highly trained agents.
We can provide your business with on-site security 24 hours, this can include
personal security for your out-of-town clients as well if requested. For your
protection needs, our agents provide the added protection to and from your office,
hotel, whatever your needs. We are able to handle large crowds and persistent
problems. What we also do is develop a plan for the assignment and discuss any
thoughts or concerns you may have.
Whom do we offer these services too?
Everyone! We offer both private and public security, in areas of insurance
fraud, building security, surveillance, and bodyguards and drivers.
SUIT & TIE SECURITY

BONUS
*We offer self-defense classes for males and females, and can design a class
specifically for your organization that will also increase team building.
*We offer a Carry a Concealed Weapon class, taught by our weapons expert
Chris Roma.
SUIT & TIE SECURITY

HOW DO YOU DO?
Once you see the potential client at the door, prepare yourself mentally, by
remembering they are here to request our assistance. Smile, and with a sincere
tone of voice begin. We do it very simply at STS, by greeting our clients with a
“Good morning” or whatever is appropriate. Don’t stop there though, next you
should introduce yourself and inquire, “How may I help you?”
Make the greeting immediately upon establishing eye contact with the
potential client. If you are occupied, with another client or on a business call,
excuse yourself from there and greet the client, informing them that you will assist
them shortly. This assures the client that their business is appreciated. Also that
they will not be overlooked. (Note: If you are on a call, try to finish quickly, if you are
helping another client, or may be busy longer than
expected, push the intercom so another representative
may come to assist.) We do not want any client to
remain in the reception area without formal contact with
any one of our employees for periods longer than four
minutes.
This is important so we will appear efficient
in managing our schedules, as well as having all employees
knowledgeable with important aspects of the company to
answer questions and begin the client interview.
One more point. I would prefer for you to stand when
making a greeting. If you are behind the front desk,
step to the side, giving room to shake the hand of the
client. Also, repeat the client’s name when given.
SUIT & TIE SECURITY

GETTING TO KNOW YOU…
In the reception area a short video showing the operation at STS as well as
the training our agents go through and regularly attend should be playing. When you
notice a client particularly interested in a segment, use that as a way of offering
information, “Who we are”, “What we do”, “Training”, etc… Otherwise, invite the
client to relax. There will be an assortment of magazines, newspapers, and of
course our brochure.
From notes, we should already know if this is an out-of-town client and, from
there can make general inquiries about his or her home state, or even compare the
weather in Cincinnati to that of their hometown. Keep it simple, yet engaging.
Watch for body language as an indication to whether or not you are bothering the
client.
Expect the unexpected. A client may just walk-in, having seen our sign, a
referral, or from our television and radio advertisements. This is a potential client
and just as important as the client with an appointment. Extend to this person the
same courtesy and welcome. Ask if they would like a tour of the facility; explain in
detail exactly the type of security we can provide, and the capabilities of our agents.
SUIT & TIE SECURITY

If you don’t know ask. Inquire about the type of business they are from, or
why they are looking for security. For example, if a client comes in from Radio One
you could inquire if they have a big event coming up.
Someone from a law firm, you could ask if they are looking for personal security.
These questions will lead to a broader understanding of exactly what the client is in
search of, and help us determine how we can assist them.
Other points of conversation with clients:
Invite them to attend one of our personal defense classes
This is your opportunity to “sell” STS to the client. Discuss some of
the background of the agents. Highlight military duty,
accomplishments, even awards.
You could also recommend a particular agent for the assignment. For
example, a client has stated that they have big dogs. Definitely talk
with them about their pets. Let them know that our agent Donna
Jeffers was part of the K-9 training with the Sheriff’s Department, or
that Denise Brown is a big dog lover.
SUIT & TIE SECURITY

GETTING YOUR GEAR ON…
Suit and Tie Security. Yes, that means you wear a suit and tie. Keep it
simple and professional.
Males, you will always appear well groomed. You can keep your beard, if you
can keep up your beard. No visible facial piercings can be worn. Your hair should
always be clean, and styled away from your face. Shoes, coordinated with your suit.
Females, you can wear a pant or skirt suit. Skirts should be knee length, not
tight or short. Shoes should be comfortable, low or suitable heel, NO STILLETOS.
Please keep jewelry to a minimum, perhaps one ring per hand, no large inappropriate
earrings. No facial piercings can be
worn. Make up should be worn with a
light touch- let your inner beauty
shine. Ladies, keep the hairstyles and
colors to a business professional
appearance, if you are unsure, ask.
 It is not part of the dress
code, but I see it needs to be
addressed. There will be NO
chewing of gum while working!
SUIT & TIE SECURITY

FIRST IMPRESSIONS
The receptionist shall be responsible for keeping the front area neat and
clean. When a client walks in, I want them to feel comfortable. The television should
be on a news channel, or playing the STS video.
When the client walks in, they should see the sitting area to the left, with
comfortable chairs, a neatly organized coffee table. The reception desk should not
have any stacks of papers, files or magazines.
Because of the open design, many of our offices are visible from the
reception area. Keep that in mind. That big desk you sit behind should not be
buried underneath a pile of documents making you appear unorganized.
You may have your jacket off; please do not have it thrown over a chair. Hang
it properly. The client will see you when you get up and put your jacket on.
Please keep in mind that the lobby is for our clients. Do not have your family
members lounging there waiting for you. Refreshments should be offered, but the
reception area will not house this equipment; it will be in the lounge.
LET’S BE SOCIAL
Don’t be afraid to interact with the client. Offer refreshments, play the
video and give a personal touch by personally going over key points with the client.
You might even discuss how you came to be a part of STS, or parts of the training
you have enjoyed the most.
SUIT & TIE SECURITY

ALL WORK AND NO PLAY…
As much as we can, we will have team building fun. You know how much I enjoy
Laser tag, so I thought let’s play against each other! Bring that competitive spirit
and “Game On”! Last one standing gets bragging rights until we meet again. Not only
do we make it a relaxing day off but also, a chance for you to win some exciting
prizes. A wonderful day at the spa - get those muscles loosened up with a great
massage! Plus, I thought a night on the town with dinner, dancing or movies for you
and your family, or make it romantic and you and the significant other sneak off
without the kids…(I won’t tell). If we work hard, we may be able to get away for
this adventure twice a month. The prizes will be the same for the last two players.
Tired of the stuffy suit policy? Loosen your tie; once a month you can come in
dressed as your favorite gun slinging, sword toting, and cape-wearing hero. Be it
John Wayne, Bruce Lee or Bat Girl. Just be sure we can recognize you. (I’d hate for
you to get tazed at the front desk!). Vote for your favorite. You can even enlist
clients that stop by to vote. Again, you get those bragging rights as well as other
perks. The use of any company car for the week, a picture
to hang on your office wall, and the opportunity to use the
company’s box seating for any upcoming Red’s or Bengal’s
game. Plus a $50 gift certificate to Roy Tailor’s Uniforms.
SUIT & TIE SECURITY
Lone Ranger 1

I’LL GET BACK TO YOU
You’d better, if you want to keep your job. Mark it in your day planner, or
computer calendar. If you tell a client you will check on something, or do something
for them - then you will do it in a timely manner!
E-mails are easy, but if you have ever cleared out hundreds of emails only to
have two hundred more immediately appear in your inbox, you know how easy it is to
be overwhelmed, and to overlook some.
A personal note of thanks would be more appropriate at the end of an
assignment; in other words, on our letterhead, a short “Thank you” for choosing STS,
plus an outline of the upcoming assignment, detailing everything discussed in our
meeting with them.
Sample of “Thank You” note...
Mr. Smith,
It was a pleasure meeting with you, and discussing how we here at STS can be
of service to you.
The dates for the event I have as starting on July 22nd
through the 24th
. I
will personally call you on the 21st
, to go over any last minute details you may be
concerned with, as well as go over all agents’ instructions for each day.
I want to thank you for considering our company and look forward to working
with you in the future.
Sincerely,
Denise Brown, Owner
Suit & Tie Security
SUIT & TIE SECURITY

TELEPHONE & CELL PHONES
How many times should the phone ring, before
you answer? Three or five times? (This is not a trick
question, nor is it a quiz.) How about, by the time the
phone begins the third ring, you should be picking it up.
Yes, even if someone just walked in the door, or if you
are in a conversation with your boss or client. Answer
the phone!
Now, that you answered, are you prepared?
“Good morning, thank you for calling STS, this is
_____, how may I help you?” Greet, identify and
direct. This greeting is for everyone at STS.
For those that have company cell phones, the
greeting is the same. Greet, identify (the company and
yourself), then direct (help the caller). Please, since
this is a business phone, do not have personalized music as a ringtone. (I do not
want to call and hear Lady Gaga, Aerosmith, Tupac or Janet, save it for your MP3 or
IPods.)
HOLDING ON…
Have you ever been place on hold, and then forgotten? Then you can
understand how a caller feels. Understandably, there are times when you must
place the caller on hold. First, ask the caller if they would please hold while you find
the information they requested, or to locate the person they called for.
SUIT & TIE SECURITY
Men like phones with lots
of buttons. It makesthem
feel important.
--Rita Rudner

Make this hold time as short as possible. If you can determine that the party
may be on hold longer than 15 seconds, pick the phone back up and say, “Thank you
for holding (include their name here), it may be a few more moments, would you mind
holding again?” The important thing here is that you are keeping in contact with the
caller, instead of leaving them in limbo.
IT’S ALL IN THE MESSAGE
The message playing in the hold queue will be updated weekly, or as events and
important information regarding STS arise. I have assigned a specific person to
see to this, and only she and I will have access to change this information.
“STS, Suit & Tie Security, we protect what you value. Thank you for
holding. We are located in the heart of downtown right in the business
community. STS offers corporate and personal security, self-defense classes
and CCW permits, ask any agent for more information. We appreciate your
business. Thank you for holding, someone will be with you shortly…”
VOICEMAIL
In the event that no one is availableto answer a call during the day, our
voicemail should be as follows:
“Thank you for calling STS. We are sorry to miss your call. You can
leave a message using our dial by name directory. Enter the first three letters of
your party’s first name now, or if you know the extension please dial it now. If you
would like to leave a message in the general mailbox, please press “1” now. We are
sorry for any inconvenience. Press “0” now to be directed to the operator.”
SUIT & TIE SECURITY
Idon'tanswerthe phone. Iget thefeelingwheneverI do thattherewill be
someone onthe other end. ~Fred Couples

Each employee must set up his
or her own voicemail. The
greeting will be uniform
throughout the company.
“Hello this is
Denise, owner and operational
manager at Suit &Tie
Security. I am unable to
take your call right now.
Please leave a message
including your name and phone number and I will return you call, or press “0” to
reach my assistant.” Now you may not have the assistant to reach, so it should
state press “0” to reach the operator.
For management level employees, be sure to include, “If this is an emergency, you can
call my cell phone at (your business cell number goes here).”
SORRY WE’RE CLOSED
Sometimes we get to go home, and when we do, have you ever wondered what
our clients hear when they call?
“Good evening, you have reached Suit & Tie Security. Our office is now
closed. Our usual operating hours are:
Monday 7am – 3pm
Tuesday - Thursday 9am – 5:30pm
Friday 7am – 1:30pm
Saturday and Sunday by appointment.
If you would like to leave a message, enter the first three
Letters of the party’s name you are trying to reach. If you know
the extension, you may enter it now. Press “0” to leave a message
in the general mailbox. If this is an emergency, please call our
Security Director, Alonzo Hudson at 513-344-8965.
Thank you for calling.”
SUIT & TIE SECURITY

CUSTOMER SATISFACTION
Our customers keep us in business. Their
satisfaction with the services we provide is the key to
our remaining successful in our partnership. In order
to build and maintain an effective relationship with our
clients, we will need to collect information from the
client regarding the services we provided.
We will use customer surveys and send out survey
letters to evaluate our effectiveness in serving our
clients. The customer survey will be designed with the
busy professional in mind; it will be placed in our packet
we hand out to our clients with an envelope enclosed to
make the return easier. We will also mail these surveys
to a group of clients that we have not had any contact
with in the past 3 months, 6months and 1 year. Letters
to a select group of clients will be mailed as well, asking
for client input and inviting the client to a staff meeting.
With the return of these surveys, we can update our
database on these clients and understand how we may
service them again and improve that performance.
A customer is the most
important visitor on our
premises; he is not
dependent on us. We are
dependent on him. He is
not aninterruption in our
work. He is the purpose of
it. He is not an outsider in
our business. He is partof
it. We are not doing him a
favor by serving him. He is
doing usa favor by giving
us anopportunity to do so.
Mahatma Gandhi -
SUIT & TIE SECURITY

CUSTOMER SERVICE SURVEY
Please indicate your choice by circling the number which best represents your views.
Excellent = 4 Good = 3 Fair = 2 Poor = 1
On your last or most recent visit to our office, please rate the following:
1. The reception area was clean and inviting. 4 3 2 1
2. You were greeted in a timely manner. 4 3 2 1
3. The receptionist was pleasant and informative. 4 3 2 1
4. Were you then addressed by name by receptionist? 4 3 2 1
5. If you had an appointment, your wait time was less
than 4 minutes 4 3 2 1
6. If you did not have an appointment, were you seen in
a timely manner? 4 3 2 1
Staff and Service
7. The agent you met with was friendly and
knowledgeable about the company. 4 3 2 1
8. All the services were explained in detail. 4 3 2 1
9. Extra services were offered to you by agent. 4 3 2 1
10. Agent offered and showed you around facility. 4 3 2 1
11. Were you walked to the door when leaving? 4 3 2 1
12. The agent/receptionist thanked you for coming-in or
offered a friendly goodbye. 4 3 2 1
Please make any general comments about your visit:
Your opinion matters.
As a valued client, we welcome your comments on the standard of service our company has
provided.
Your opinion is very important to us and will allow us to effectively and continually improve our
service to you.
Please take a minute or two to complete this short survey and return it to us in the
enclosed envelope. Your time and assistance is appreciated.
Sincerely,
Denise Brown
Owner
Suit & Tie Security

Dear Mr. /Mrs. ___________________
Thank you once again for choosing STS for your business needs. We look
forward to an effective business partnership with (Company name goes here).
In our effort to provide you with the best service, we would like for you to
attend our company staff meeting (date & time). At this meeting we will be
discussing the direction of STS, improvements, upgrades in services, training and
staff development. Your comments would be greatly appreciated. This is a chance
for us to communicate with our clients, and determine which areas are in need of
strengthening.
While at our facility, we also extend a day in training with our staff. Choose
from target practice, self-defense, and cardio workout or, if you have the time, stay
for all of the classes.
We look forward to your input (date & time).
Thank you,
Denise Brown
Owner, STS
SUIT & TIE SECURITY

CUSTOMER TURN-OFFS
One of our goals is to satisfy our clients. We will run into problems with some
individuals due to personalities, business etiquette and personal morals, but our duty
is to find a way to resolve this in a way beneficial to the client and keep within our
own company guidelines. Many things may cause dissatisfaction for clients. We
will focus on the more prevalent ones.
“THIS IS CRAP!” No business would want to hear those words from a
customer. This is a clear indication of a value turnoff. The customer is not
satisfied with the overall value of products or services for the money he or she has
spent. In our case, the customer may not be satisfied because we failed to do what
we said we could. But, that will not happen.
“THAT PLACE IS FILTHY.” Housekeeping is an important part of a business
too! Housekeeping includes everything under the roof. The service might seem
slow to a busy professional on a tight schedule, the lobby is in a state of disarray, or
the bathrooms need cleaning; these all indicate a system turnoff. There is a break
in communication in the system or these conditions would not exist.
“THEY WERE EXTREMELY RUDE.” Your attitude comes across in your body
language as well as your tone of speech. A customer can feel slighted if you failed
to smile at them. Even appearing less than knowledgeable about the company can be
a turnoff to a customer. These people turnoffs arise from the lack of
communication between customer and employee, and the employee’s lack of people
skills. All of this can be avoided.
It is important to remember that all of these are customer turnoffs. Many of
these items may cause the company to lose business, lose clients. These customer
turnoffs can be avoided through good customer service but a good customer
recovery plan put in place will aid each employee in retaining that customers
business.
SUIT & TIE SECURITY

RESOLVING CLIENTS PROBLEMS
Difficult clients? Perhaps you encountered a problem and are wondering how
you can come to a reasonable resolution without it costing you your job.
Remember, you are going to run into problems. It is understandable. The client
asks for one thing but really expects something completely different; and it is all
YOUR FAULT.
Don’t get discouraged, you manager will understand. Problems come up and it
is how you resolve them that showcases your customer service skills.
You need to know exactly what the client needs; sometimes you may have to
anticipate because the client may not know the extent of what he or she needs. If
you know what the client needs then you can work on meeting those needs as closely
as possible within your company’s guidelines.
Problem resolution is doing all you can to satisfy
an unsatisfied client. Keep the client informed on
what you are doing; give them a time frame in which the
problem should be resolved.
A symbolic atonement is a gift or gesture
towards the client because of a problem or
misunderstanding. This alone does not mean that the
cause of difficulty is forgotten or resolved. This is a
gesture of an apology; something the client can accept knowing you are trying to
resolve the problem.
SUIT & TIE SECURITY

Turn-offs How to Resolve Problem Symbolic Atonement
Employees that are Late Apologize, Thank client for
bringing the issue to our
attention. Have that agent
relieved by another agent.
The late person will not be
paid for this assignment and
will have to go through
counseling with the HR dept.
The Manager on duty should
personally apologize to the client
(show up on scene). Explain to
the client that you know they are
extremely busy with the event
and you will personally stay to
oversee the security
arrangements. Offer the client
prime tickets to a sports or an
art event.*
The appearance and dress
of the employee
Apologize. Replace with
another agent dressed
properly and request that all
agents make themselves
highly visible so the client
will remember STS as being
professional.
The Manager on duty should
the client that you know they are
extremely busy with the event
and you will personally stay to
arrangements. Offer the client
prime tickets to a sports or an
art event.*
The employee’s attitude
or rudeness to client or
guests.
Apologize to client.
Immediately remove agent
from premises. Make
assurances to client that the
agent will be reprimanded.
Apologize. Assure all parties that
this behavior is not condoned.
Offer both parties premium
tickets to a sporting event for
their family, plus offer for them
to be your guest for lunch or
dinner.
Employees on cell phone
and not fulfilling their
duties.
Make an apology to the
client. Speak with the
agent; remind agent the cell
phone is for business calls.
The client can be appeased
by assuring him or her that it
will not happen again and the
employee will be referred
back to HR to review the
employee handbook.
Have the Manager on duty
the client that you know he/she
is extremely busy with the event
and you will personally stay and
arrangements, then offer the
client prime tickets to a sports
event or an art event.*
*Please see note at the end of listing on page 26.

Turn-offs How to Resolve Problem Symbolic Resolution
A friend stops by to speak
with an agent while on
duty.
Apologize to the client. Tell
the friend of the agent they
will need to leave. Explain
to the client that the agent
had a lapse in judgment, and
he or she will be required to
attend a training session
addressing behavioral
problems.
personally apologize to the
client (show up on scene).
Explain to the client that you
know he/she is extremely
busy with the event and you
will personally stay and
arrangements, then offer
the client prime tickets to a
sports event or an art
event.*
An agent used more force
than necessary.
Sincerely apologize to client
and parties involved.
Immediately contact owner
and have her come to site.
Send the agent to office to
make a report (have a
member of management meet
them) then, send home.
Inform client that a written
report will be made and an
investigation will ensue.
If any one was hurt, send a
representative (of
management status) to
hospital with party.
Make apologies to client and
to those involved. The
owner will then talk with the
client, extend the offer to
the client to pay for any
damages.
Assure all parties that this
behavior is not condoned and
offer both parties premium
tickets to a sporting event
for them and their family,
plus offer for them to be
your guest for lunch or
dinner.
Agent did not show-up to
event
Apologize. Immediately
contact the owner of STS.
Inform client that you will be
staying to oversee all
security arrangements, call
other management if
necessary for assistance.
Have all agents at event be
more visible to client.
sports event or an art event.

Turn offs How to Resolve the Problem Symbolic Resolution
Agent is not at assigned
post, or is wandering in
areas the client has
designated as restricted
to all.
Apologize to the client. Go
over the schedule and
assignments once again with
the client and make changes
as needed. Reassure the
client that the tasks will be
handled to their satisfaction.
Emphasize to the wandering
agent the importance of
being where he or she was
assigned as well as the
liabilities of being in
unauthorized areas.
sports event or an art
event.*
Stealing by an agent. Apologize to the client.
Take the necessary steps in
enforcing the law by calling
an outside agency (local
police) to handle the
situation. Immediately call
the owner. Assist in the
recovery of items missing.
Assure the client that a
thorough background is done
on all employees and that
STS prides itself on being
the honesty of all employees.
Emphasize that the employee
will be prosecuted, and of
course fired.
By this time the owner
should be on scene to speak
with the client. Reassure
the client that STS is a
reliable business and offer
the services for that evening
free of charge. The owner
will offer to stay on the
premises for the remainder
of the event, in order to
reestablish the reputation of
the company. The client
should also be offered prime
tickets to a sports event, and
to a major event in the area.
Drinking alcoholic
beverages while on duty or
having a strong smell of
alcohol on the person.
Apologize. Have the agent
removed from premises.
Place another agent in that
position. Make necessary
calls to management.
Apologize. Assure all that
this behavior is not
condoned. Offer premium
tickets to a sporting event
and request they be your
guest for lunch or dinner.

*Most will be
offered tickets to
either the Reds or
Cincinnati Bengals;
however, some
clients may not be
sports enthusiasts
and will be offered tickets
to other events in Cincinnati
such as the Cincinnati
Museum Center,
Underground Railroad
Freedom
Center,
Krohn’s
Conservatory,
etc.

YOU CAN DO IT!!
How can you calm down an angry client? How do you pacify
someone who clearly is not being reasonable? There are some
ways to ease and calm down clients. This information is very
important for all our staff to read, memorize, and put into
action when needed.
CALMING DOWN
Recognizing the behaviors of a hostile customer, or a
customer on the verge of becoming or showing hostility is the
key to beginning the process of calming the customer down.
Begin by remembering or acknowledging that this is a
reasonable person. An action, lack of action or service is causing them to become
irritable. At this point, listening to their complaints and attempting to be
reasonable and understanding to their problem will help in keeping the customer calm
and rational. The main point here is to see the situation from the customer’s point
of view and making a reasonably sound decision in correcting the problem.
Most of us will catch the customer already past the point of being reasonable. Once
the customer has reached this point – all their energy will be in telling you what you
have done wrong and how you did it wrong. Let them go through their tirade. For
many, once they have expressed their displeasure, their hostility decreases. As
their hostility decreases, some may feel embarrassed; some may still feel justified
in their reaction. Whichever the case, be understanding.
SUIT & TIE SECURITY

Let them know you fully understand their feelings. This will help calm them
more. As soon as the client cools down, you and the client will be able to discuss the
problem reasonably and work out a solution together. Then it is your turn to
paraphrase all the complaints, correct any facts that may have been
miscommunicated and then steer the customer towards helping to achieve a
resolution satisfactory to you both.
SUIT & TIE SECURITY

When you are speaking with an upset customer speak in a clear, firm but
non-aggressive tone. If the customer is yelling take control of the situation by
being calm. Speaking in a relaxed tone will help to begin to relax the customer.
If the customer says, “This is not what I asked for!” You can respond to them by
saying, “I have a copy of your contract, let’s go over exactly what you needed and
make any necessary change.”
Suppose a customer says, “I always park here”, your explanation to the customer
should be, “This event parking is very strict today. They do have V.I.P. parking
permits if you would like to speak with the monitor at the door. We are directing
vehicles to the reserved spaces on the other side of the street.” Both give a slight
explanation to a change and offer possible solutions.
You can take control of the situation with the use of your voice, keeping the
tone even. The higher your tone the more it is prone to increase the hostility level
of the customer. Also watch your body language. Certain stances show a
progression to using force. Do not clench fists, furrow eyebrows, or even turn
slight to the side. Look at the customer, show an expression of interest or
understanding so they know you are listening and understanding the situation.
Every employee at STS has the full authority due to extensive training and
communication skills to make decisions in place of management. Management will
uphold and stand behind those decisions. Management need only be called if the
client insists; or if the situation is beyond or extremely outside the scope of
company boundaries.
SUIT & TIE SECURITY

A+ SERVICE, A BRIGHT IDEA
Every customer you come in contact with expects good customer service; you
will go beyond that to deliver A-plus service to our customers.
A-plus service is service that goes beyond expectations. You are the key to
making that service an experience the customer is blown away by. If we set our
standards for excellent customer service high and deliver, our customers will value
our service and tell others. Word of mouth is excellent advertisement- and it’s
free!
We can customize each package exclusively for each customer. In fact, while
management is meeting with the client discussing
service details, we will have a thank-you in the form of
an STS mouse pad, and a set of coffee mugs with the
STS logo, delivered to their office. For those
customers that come in on a walk-in basis, the items will
be delivered, but later the same day.
We want our customers to recommend us to their
customers, not only because we have an excellent
service for them but because we offer them excellent service as well.
Security, protection, and investigations are hard items to sell. Most know
they need our services, but most don’t want to get those services until after a need
for them arises. With that in mind, a tour of the facilities should be standard for
new clients. A demonstration in personal defense for the client and an offer to go
to that client’s place of business to further demonstrate techniques in personal
safety for all should be extended.
The client will leave the meeting with a presentation package (brochure,
business cards, and a copy of the STS video) and their
contract o or proposal inside an STS messenger bag.
SUIT & TIE SECURITY

INCREASED VALUE
Because of the nature of our business some might find it difficult to see the
value of packaging. How would you package a security team? First of all we did our
own company packaging in our dress code and title, Suit and Tie Security, and that is
what we deliver. Secondly, for each proposal we prepare we can also prepare a video
presentation of the service we will be providing
for the customer. This will take some
creativity on our part; calling the client’s office
and asking questions and getting information.
The video may contain, for building security,
places that may be overlooked, the security
needed for entrances and exits; for personal
security (bodyguards) the video may contain
training agents go through.
We can guarantee our work because there
is no in-between. We have either done an
excellent job in protecting what the client has
hired us for or we have failed.
Included in the video, at the end or
intermittently injected we can ask other satisfied clients for a testimonial or the
use of a segment from a video in which we provided security. The idea here will be to
use a portion of a video showing our agents in action at an event, then having that
particular client stating why they chose STS and how many years they have been a
client.
All of these ideas along with the customer package delivered to their office
will make the customer think of STS for all of their
neee security needs.
needs.
SUIT & TIE SECURITY
~You haveto put in many,
many many tiny efforts that
nobody sees or appreciates
beforeyou achieveanything
worthwhile. ~
~Brian Tracy

INFORMATION
Customers need and want information from the company they do business
with. Questions like, “how much for additional services,”
“when will I be invoiced,” “exactly what do these services
contain,” or “what do I do if I have a problem?” All
legitimate questions, and when the customer wants an
answer they want it now. We can direct them to our
website. The site will need to be clear, easy to use and
understand or the customer will become frustrated.
We can offer our customer options because of technological advancements.
We can offer video cams, pagers, and web cams, video conferences to keep them
informed and to assist them in communicating with us. Video cams will allow the client
to view us in live action at the site, pagers will allows us to let the client know we need
to communicate and vice-versa. I know technology has advanced beyond the use of
pagers for most, but a pager can be inconspicuous, placed in a pocket, purse, or even
clipped on a belt. Most people assume that everyone has a cell phone and pagers are
obsolete; technology wise they are, but for our purposes, pagers can be used as a
secondary form of communication. The use of web cams will facilitate communication
between us and the client, easing the need for in-person conferences. We will
supply the client with needed equipment. We will also provide Personal Locator
Beacons (PLB) as a last resort for emergency situations where someone’s personal
safety is in jeopardy.
SUIT & TIE SECURITY

CONVENIENT FAST SERVICE
Our services are required to be fast in the way we respond to a crisis; our
actions at this time are critical. But our service itself is not a hasty business. It is
methodical; we take the time to evaluate the situation as part of a pre-planning
process. This planning may help prevent failure. When we pre-plan a detail, we go
over the area the person needs secure, or we establish a routine for a person who
may need personal security. The details we observe in the lack of security may be
presented to the client in a second meeting with the
client.
A-plus service is a combination of what the
customers perceive as getting the most value for their
money; keeping informed on what services they will get,
customers want to be kept in the loop. Customers also
want fast service, but along with that service they still
expect to get quality service. Convenience is a plus for
customers as well. Customers do not want to be inconvenienced in their time, or
schedules. Making our services convenient even to the point where we meet the
client at his office, or home at a time of his choosing. For some busy professionals
we may find ourselves communicating with a personal assistant, secretary or other
intermediary.
The PLB, pagers, and web cams will aid us in providing fast service. In this
modern age the convenience of these items will be an asset to both the client and to
STS. Clients need to be assured that each device implemented in their case, will be
closely monitored 24 hours by our security staff.
SUIT & TIE SECURITY

“SUIT & TIE SECURITY, WHERE’S YOUR SUIT?”
Everyone at STS has their own level of expertise. As we come together as a
team, our value increases both individually and collectively. We share our knowledge
with each other and in turn our customers benefit from this knowledge.
We want our customers to readily recognize and associate our name with
excellent service; we want them, and
potential customers, to think of STS
for their security needs. To keep us in
that desirable location all employees
must offer every client their best
service.
Each employee should ask their
clients or potential clients, “Where’s
your Suit?” specifically implying, if
they don’t have a Suit & Tie Security
Agent working for or with them,
then their suit of armor (protection) is
lacking, missing a vital part. STS
offers its customers a professional
plan of security, designed by top
professionals with law enforcement and military backgrounds; communication with
top management; and agents that can blend in with the customer’s desires. Our suit
is a representative of our armor. When we clothe ourselves in suits we are also
putting on our professionalism, sense of duty, our expertise in the field, and our
commitment to customer satisfaction.
SUIT & TIE SECURITY

OUR STAFF
Word of mouth is how we recruit. Each person on staff has training in
areas that we view as necessary for this company to succeed, and come to us through
a referral system. We have not attempted the traditional method of hiring
practices. What we require and seek are not the skills that even the most effective
staffing agency will be able to fulfill. So, in this area, you-the employees of STS
are critical in establishing a base of potential staff by referencing to us those you
feel are up to our standard.
What are we seeking? A
knight. A person that when they
don their suit, will put the
customer service commitment to
satisfaction, the desire to do the
job and to see that it is completed
to both the customer’s
satisfaction and STS’s
standards. Our knights are Ohio
Peace Officer Certified, and
have a valid driver’s license; any links
with law enforcement
agencies are a definite plus;
the ability to take on leadership
and to follow directions is a must.
We offer each employee continued training in weapons, defensive tactics,
customer service skills, and management opportunities.
We are a business, but because of the type of
business we are also partners who depend on each
other.
SUIT & TIE SECURITY

TRAINING
All training will be done with a team member. Each new employee will
be matched with a team member. It will be the duty of this team member to see
that the new employee completes his or her training successfully and within a 12
week period. The team member will also provide the new employee with a Customer
Service Manual and see that they study it and use its techniques.
As part of their training, each new employee will assist at the front desk,
since this is where we come into contact with prospective clients first. They will
watch and assist the receptionist in all areas, and she will further instill the
customer service we require at STS.
The new employee will have a checklist of objectives that will be signed off by
a team member, when the employee has demonstrated the knowledge of that
objective.
New Staff Objectives:
 Carries manual of customer service with them.
 Reports on time.
 Is prepared for work with any or all equipment necessary.
 Understands the STS customer service standards.
 Has completed all defensive tactics training.
 Has completed front desk training successfully.
 Is comfortable greeting clients and does so in a timely and friendly manner.
 Knows members of the staff, and their positions.
 Can demonstrate how to answer the phone properly.
SUIT & TIE SECURITY

INTERVIEWS
A panel will interview our new employees. This panel will include:
The Security Director, Technical Support member and Tactical Operations member.
Once this panel concludes their interview, their recommendations will be passed on
to the owner for the final interview. The owner will make the final decision on hiring
along with suggestions and feedback from the panel interview. Any interviewee
that has been recommended by a staff member will be given first consideration.
The staff member will be aware of the needs of the company and the fit of the new
employee.
TESTING
Once the interview process has begun, the interviewee will be subjected to a
psychological profile to be done by a local reputable group. This assessment will be
the basic personality test.
Everyone must be certified through Ohio Peace Officer Training Academy
(OPOTA). If qualified in another state, a refresher course through OPOTA will be
necessary for employment in Ohio.
STS or another agency will provide any other training necessary.
We will continue to offer in-house training, and for those interested in classes that
offer certification, we welcome your interest and will off-set the costs for training
of the STS Staff. For more information on this, please contact Alonzo Hudson,
Security Director.
SUIT & TIE SECURITY

JOB WELL DONE
It will be noticed when an employee has done an excellent job, and such
recognition will be rewarded. We have set up several ways to recognize employees:
Plaque or certificate for completion of in-service training.
Employee of the month parking, and picture on the wall of fame.
Employees can achieve this award by simply doing their job to the best of their
ability. It also might help if another team member nominates you for your work or a
client calls management to express the excellent quality of work you provided.
An article in the business section of the newspaper for employees that have
sought out and attended training that will enhance their performance at STS.
For employees that a customer makes management aware of for more than
satisfactory service, that employee will have a meeting with the president and owner
of STS, giving him or her opportunity to discuss in depth personal goals and
objectives and a weekend get-away for their family.
Every employee has the potential for every reward, by implementing the
customer service skills and training provided. Your success is also our success.
The next time you go to an event, or visit a business, ask, “Where’s your suit?”
If the person you are speaking to looks at you with confusion, it’s your time to shine
and introduce them to Suit & Tie Security!
SUIT & TIE SECURITY

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