5 Tips to Handle Heated Crowds Better Than United Airlines

conflict without violence

More and more we are seeing confrontations at businesses, malls, in traffic, and on the streets. Often the key in handling them without hurting your company reputation is to listen— particularly to your customers. Imagine if United Airlines had listened to the first person who asked them to not eject a customer from their flight. The situation could have been handled so much better by acknowledging they had a point and finding another solution. Here are a few steps your company can take to make sure that your team does better.

  1. Stop and listen to your customer and the public’s concerns.
  2. Find another alternative and seek a win-win solution.
  3. Sometimes an objective observer can find a better solution. In the case of United Airlines and the person they ejected from their seat, it would have been better to explain their crew shortage honestly and offer more money for a ticket.
  4. Offer empathy. Listen to the complaint and repeat it back to them in an empathetic and understanding way. As you do so, actually pretend it was you or someone you care about with the complaint and you will likely find a solution that addresses their concerns. Most times we just want to feel heard.
  5. Teach your staff when to contact a manager especially if something is escalating at your property.
  6. Give your staff the authority to solve problems on the front line and make company policy clear on when it’s okay to be physical (imminent danger) or not.
  7. Express your concerns so that onlookers can hear and understand your issues and observer your company being professional, reasonable and helpful. If they only hear from the person complaining your company looks like the problem.
  8. Always try to resolve issues verbally and be friendly and professional-never physically.
  9. Respectful conversation trumps aggression every time. It calms everyone and the company looks better.

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South Bay Security is the local security authority of the South Bay providing patrolling, security and safety programs for residents and businesses in cities from El Segundo to Long Beach. They specialize in protecting their clients’ properties, while upholding the respect and dignity of their clients and their employees, as well as the public.  For more information on their mobile security or full service, contact them at 310-539-3505 or by email. Set up a time to review your security needs and address concerns. South Bay Security is located in the Rolling Hills Plaza where they also provide the security, as well as at many other South Bay locations. Visit their website at: southbaysecurity.com.

Protecting Your Business When Crime is Up In Los Angeles

Keep Your Biz Safe
Crime is up in Los Angeles for the 2nd year in a row. So what does that mean for your South Bay Business? Consider it a warning shot that you can use to strengthen your business protection plan. Information is the best deterrent to crime because you can form a plan now to keep your employees and your customers safe and your business reputation strong.

When a crime occurs at your business, it can suffer a reputation bump in the wrong direction. The cost is hard to quantify when your customers don’t feel safe at your business, even if they love your goods. So the key for your company is to ensure that your customers and your employees always feel you can keep them safe. Here are a few more ideas on keeping your South Bay business safer for you, your employees, and customers.

  1. Remember that people who live or work near you have a vested interest in keeping an eye on their locations to feel safe as much as you do. Make friends with them and keep their phone numbers in your smart phone.
  2. Report any new transients or people hanging out near your space as well as others in the neighborhoods. Let them know what you see so they are more likely to let you know when someone is lurking near your property. More eyes the better.
  3. Treat transients with respect and firmly let them know the company will prosecute trespassers.
  4. Keep your parking lots free from transients, graffiti and garbage.
  5. Dedicate one employee or a security company to regularly check your building exterior and parking spaces for any wanderers or trouble and promptly report it to the police and you.
  6. Ask employees to let you know if they ever feel unsafe with a co-worker or customer.
  7. Be aware of the characters in your area and ask your employees to be polite but to ask them to please avoid your property. The key here is to be polite but let them know they are trespassing.
  8. Have an officer or security company provide safety and reporting tips.
  9. Ask local authorities to drive by if you see any new, unwelcome activity.
  10. Consider adding mobile security and an escort for money transfers.

South Bay Security is the local security authority of the South Bay providing patrolling, security and safety programs for residents and businesses in cities from El Segundo to Long Beach. They specialize in protecting their clients’ properties, while upholding the respect and dignity of their clients and their employees, as well as the public.  For more information on their mobile security or full service, contact them at 310-539-3505 or by email. Set up a time to review your security needs and address concerns. South Bay Security is located in the Rolling Hills Plaza where they also provide the security, as well as at many other South Bay locations. Visit their website at: southbaysecurity.com.

Stop Clowning Around Your Property This Halloween

Halloween is always a busy time for South Bay Security as security needs step up for the holiday season. But this Halloween we expect a few more challenges with #Clownsightings reported throughout the Country including the South Bay. We will be very vigilant for our customers and also aware that sometimes a clown costume can be innocent or it can also be a distraction tactic designed to get security looking in one direction while trouble happens somewhere else. Here are some tips for your staff and your property to keep your business and employees safer this #Halloween.

Scary clown robot in clown mask.

Tip 1: If someone shows up in a costume, it is okay to ask them to remove their mask so you can see who they are. That typically intimidates anyone who is not an innocent trick or treat visitor. It also shows you are watching and can identify them. If they refuse, contact authorities.

Tip 2: Follow real time social media posts and the news for any news in your area. Local newspaper and local station’s twitter accounts typically report or retweet first. Always follow the local police department feed, but remember that government posts are not always timely.

Tip 3: Construct a policy that gives your staff immediate instructions on what to do if someone has come into your store or on or near your property in a costume that makes them feel unsafe or shows a behavior they find concerning. Let them know that over-reporting is not a problem for you—their safety comes first. Provide a cell phone number or text to report the behavior to in case they cannot use a phone.

Tip 4: Make noise. Most people who are trying to intimidate your employees do not like noise. At the first sign of trouble be loud, so that others can hear and may be able to report the problem or help keep an eye out if you are constrained later.

Tip 5: Always look in the other direction as this year due to the #ClownSightings, just wearing a clown costume can cause you to look in the wrong direction. Do not fall into that tactic so make sure your staff or employees know to patrol the entire property if something suspicious gets their attention.

Tip 6: Always keep one eye on the money or the most valuable item that can be taken from your property. Typically in a distraction method, the end goal is to take something they can sell or cash in on later.

South Bay Security is the local security authority of the South Bay providing patrolling, security and safety programs for residents and businesses in cities from El Segundo to Long Beach. They specialize in protecting their clients’ properties, while upholding the respect and dignity of their clients and their employees, as well as the public.  For more information on their mobile security or full service, contact them at 310-539-3505 or by email. Set up a time to review your security needs and address concerns. South Bay Security is located in the Rolling Hills Plaza where they also provide the security, as well as at many other South Bay locations. Visit their website at: southbaysecurity.com.

Respectful Security Secures Your Property and People

There are many ways to approach security and some methods are better. After providing security to homeowner groups, malls, commercial and personal property owners, our company has developed a process of securing property, while also keeping the respect of the people we must confront to keep the property secure. The key is respect. If you respect folks that have nowhere else to go or who are under the influence, they typically will not become a bigger problem for the land owner. So while we secure the property, we remember that people are people. I encourage you to teach your employees do the same.

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  1. For tips on dealing with people who are under the influence, download our best practice tips on our Facebook page.
  2. Always use professional terms like “please”, “thank you”, “I would appreciate if you and your friends could skateboard elsewhere”. This approach typically is met with compliance.
  3. Security presence is sometimes enough to stop all behavior that is troubling, simply by making sure the officers do regular rounds and use eye contact with people who are looking for trouble. They also should note unwelcome visitor’s frequency and where they locate themselves around or on the property, and monitor them.
  4. Treating people with respect can avoid problems later. When you disrespect people they feel obliged to do the same when you are not looking and that means taking it out on your property.
  5. Ask helpful questions to see if you can move unwelcome visitors on without incident. “Is there something I can do to help you?”, “Is there something in particular you are looking for?” are often words that move people on without embarrassing them or making them feel diminished. They move on if they are watched and noted.
  6. If there are regular transients or people who are hanging out without a purpose it is a good idea to ask their names and get to know them, so if there is a problem later you have more information to give the authorities. Also it is more difficult for people to act violently with people they feel they know and that includes your security team and employees.

South Bay Security is the local security authority of the South Bay providing patrolling, security and safety programs for residents and businesses in cities from El Segundo to Long Beach. They specialize in protecting their clients’ properties, while upholding the respect and dignity of their clients and their employees, as well as the public.  For more information on their mobile security or full service, contact them at 310-539-3505. Set up a time to review your security needs and address concerns. South Bay Security is located in the Rolling Hills Plaza where they also provide the security, as well as at many other South Bay locations. Visit their website at: http://southbaysecurity.com.