With the holiday season in full swing, there’s a very good chance your team is getting ready to wind down and maybe even let loose. That’s right, it’s the time of year for the unforgettable office party, an opportunity for employers to show their appreciation to staff, to share a few cocktails at or away from the office and enjoy some time mixing and mingling and (hopefully) not spending time reflecting on work-related matters.
But with the yuletide festivities come a great deal of risk for employers.
Now, I’m not trying to call humbug on your holiday party plans. But it’s important for organizations and their HR teams to understand the employment law liability involved in hosting a gathering in the workplace. That risk increases exponentially when alcohol is being served and employees are left to find their own way home from the office party. Of course, some employers assume that organizing a gathering off-site relieves that liability, but that’s unfortunately not the case. Anytime an organization sanctions an event such as this, they’re on the hook until their employees are home safe and sound.
You might think the logical move would be to pull the plug on the party and spend that budget elsewhere. Not so fast. Holiday events are a great team-building tool that can help drive engagement. They’re also an important part of building a strong workplace culture, so it would be foolhardy to cancel such an invaluable opportunity to boost employee morale. The better approach is to think safety and security first when organizing an event, keeping these five tips in mind:
Make your policies clear—The objective here isn’t to be a buzzkill before the party gets started, but to remind employees that even though they’re enjoying the boss’ hospitality while off the clock, they’re still technically bound by the same policies that govern their behaviour while in the workplace. That message should be delivered in a subtle way—a reminder rather than a lecture—but it should be explicitly communicated, either by email, in print or at a team meeting.
Hire security—If your staff party is small, say, fewer than 20 people including spouses, hiring a guard may not be necessary. But it’s wise to have security personnel in attendance at larger gatherings to help address any issues that may arise. That could mean dealing with intoxicated patrons who become a little unruly (which happens all too often) or simply patrolling and watching over items such as gifts or coats. Many business owners and managers are shocked when their events are targeted by thieves who root through jackets or walk away with purses and bags when their employees are busy enjoying themselves. What they don’t realize is that this kind of Grinch-like activity happens all the time, especially at large corporate gatherings that are preyed on by groups of professional criminals. Do yourself a favour and hire a trained and experienced security team to help make your holiday event memorable for all the right reasons.
Choose the right location—Set the conditions for your event’s success from the start by selecting the right venue. Whenever possible, try to pick a spot close to your workplace or close to where the majority of your employees live. This isn’t always feasible—especially for organizations located in the suburbs, whose workforces travel long distances to work—but doing so can be a practical way to encourage staff to leave their cars at home and take transit to work on the day of the event. At the same time, try to avoid choosing a hotspot surrounded by bars or clubs, which only encourages employees (particularly younger team members) to keep the party going well into the night and potentially past the point of intoxication.
Provide transportation—Include cab chits for employees in your party budget, or hire a van or bus to shuttle employees to the venue and home—whichever is the more cost-effective option depending on your team’s specific logistical considerations. One of the greatest sources of liability for employers stems from team members who hop in their cars at the end of an event and drive home, often intoxicated, only to get into an accident. This outcome is entirely avoidable with some proactive planning.
Think like Scrooge—Not when it comes to spending on a great venue, an impressive menu or even staff gifts. But do be stingy when it comes to serving alcohol. Provide a couple of drink tickets to each staff member at the beginning of the night, and switch to a cash bar at some point in the evening. Or, maybe serve wine at dinner and then move to a cash bar afterwards. The point is that open bars can turn into a security nightmare because they encourage outright intoxication. Appoint a senior (and designated sober) staffer to manage drink tickets, if you take that approach, and be sure to offer plenty of food and at least a few non-alcoholic beverage options throughout the event. Want to really limit the booze consumption? Make it a mid-day family affair and invite your employees and their kids.
The objective is to still have fun, say ‘thanks’ for another year of hard work and spoil your employees with a great party. But remember that safety and security should be a top priority. Maintaining that focus will help mitigate the kind of liability and risk that would otherwise drop a lump of coal in your stocking this holiday season.
Retailers are always enamored over the holidays—malls and streets jammed with eager shoppers, cash registers ringing (or the similarly lucrative sounds of electronic sales racking up) and merchandise flying off shelves before Santa’s arrival. What’s not to love?
The lump of coal in most retailers’ stockings is the inevitable occurrence of shoplifting, which tends to spike during the festive season. Each year organizations go to great lengths to minimize shrinkage through everything from hiring extra theft-prevention staff to installing high-tech monitoring tools. High-definition cameras, the presence of trained security personnel, adding signage to deter would-be thieves and understanding your clientele—and who doesn’t fit in, while resisting the temptation to profile potential malfeasants—are all practical tactics to help mitigate the financial impact of the more than $3 billion in retail shrinkage that affects Canadian organizations each year.
But there are two largely overlooked—some might say unexpected—areas where our team begins any conversation around curbing retail theft: employee engagement and customer service.
A counterintuitive strategy
At Wincon Security, we help retailers develop comprehensive theft-mitigation strategies that include the tools mentioned above—and far more—when we develop a customized anti-theft checklist suited to your organization’s specific needs. But we also ask several business-focused questions that take that discussion to another level. The first centres around metrics such as employee turnover.
Why? Because it’s one indicator of lackluster engagement. The more workers that abandon their employer at a high frequency, the likelier they are to engage in criminal behaviour such as stealing merchandise. Despite what most retailers believe, internal shrinkage is an even greater risk than external theft. Even though many stores will inspect employee bags before leaving the premises, the fact is that employees determined to remove goods from a store can usually do so with relative ease. Yes, surveillance helps, but only to confirm when a theft has occurred.
Prevention requires a much more proactive approach.
Think culture first
We advise retailers to focus on building stronger relationships with their workers, including part-time holiday staff, and consider implementing employee-friendly measures. That can range from bumping pay rates to slightly above industry standard and improving training programs, to simple tactics such as offering recognition for a job well done or throwing team-building events. The goal is to give employees a sense of ownership and to tie them closer to the organization. Happy employees are far less likely to lift merchandise than their disgruntled colleagues.
Taking service to the next level
When it comes to providing better customer service, many organizations think that means training staff to approach all customers once they enter a store, asking them if they need help and then keeping an eye open for suspicious behaviour. These are all perfectly appropriate techniques that do help minimize theft. But retailers—particularly those catering to luxury clientele—need to do more. They need to provide great service.
That means engaging with customers, determining their needs, being present when they try on clothing or as they test merchandise, guiding them through the purchase cycle with information about the good or service on which they’re considering spending their hard-earned dollars, and making them feel truly special. Deepening that engagement, perhaps by offering to enter customers into your store’s database to provide better service in the future, or to help keep them up-to-date on new promotions, sends a message that your relationship is more than transactional. It’s about working together to satisfy their unique retail needs over the long haul.
On the security front, providing high-touch service sends another message: we’re on the lookout for potential thieves and we will catch those who try to leave our store without paying for merchandise. It also shifts the focus from providing what some might consider being harassing service—when a salesperson follows you around the store and won’t allow you to browse in peace—to adding value by helping them achieve their shopping goals. That could mean presenting them with interesting alternative options, such as a different style garment or a different model of electronic device, for example.
Now, you may be wondering why a security firm is providing advice on the HR and sales front. Because smart, forward-thinking security requires a holistic perspective. We’re happy to sell retailers our integrated security services, but we know through both empirical data and experience that they’re far more effective when our clients take a 360-degree view of their security needs.
Doing it the right way means looking beyond the obvious, and finding positive ways to thwart would-be thieves.
It wasn’t long ago that the idea of a robot patrolling facilities such as factories or hospitals—providing help when needed, or protecting physical assets to ensure they remain protected and secure—was the stuff of pure science fiction.
Now, it’s a relatively accessible reality. Some would even say we’re nearing a point where robot security is becoming a mainstream, commoditized service. So, how did we reach this tipping point? Better yet, will we see a day when robots completely replace human guards?
Companies such as Hexagon, Gamma2 Robotics, and Knightscope are making huge strides in the development of robot security software and robots that can autonomously patrol a facility at any time, the extent of their labour limited only by the charge in their batteries. Organizations have been receptive to the new technology due to a number of real-world factors ranging from the potential risk of injury to human guards, to the basic monotony of patrolling a facility dozens of times during the course of a shift.
Robots also provide cost stability and certainty. Their wages never increase because they don’t require a salary. They will never ask for overtime pay, nor do they require severance payments upon termination (or in this case, decommissioning). If you no longer require the robot’s services, unplug it, sell it or send it back to the company from which you’ve leased it.
With that in mind, robots may seem to be the ideal solution for any organization looking to secure their facilities. Or maybe not.
Robotic limitations abound
While robotic adoption and deployment will become easier, and the rollout will continue across the integrated security solutions industry as costs continue to fall, these roaming, futuristic devices will likely never replace human guards. Instead, we should consider them a utilitarian complement to the work of trained security personnel. Why?
First, humans provide operational continuity. They see and hear things that even the most sophisticated software and cameras can’t. A human’s ability to recognize potential danger or abnormal situations is still well ahead of the capabilities of current onboard robotic software. Robots can detect variations such as temperature differences or when a door, that should otherwise be locked, isn’t. But they still need to be programmed to detect such abnormalities. They also can’t apprehend intruders (yet!) or assist in the event of a situation such as a medical emergency. At best, they can only serve as an extra set of eyes and ears for someone watching a space through the robot’s onboard cameras, then relay a call for help to first responders.
They’re also not foolproof.
Last year a Knightscope robot patrolling the Stanford Shopping Center outside of San Jose, Ca., caused a stir when it ran over and bruised a toddler’s foot. The boy was OK, but the incident underscored the challenges that even the most complex algorithm and sensor systems can face when attempting to predict and react to unusual or erratic variables, such as the movements of a young child.
There’s also the issue of human and cultural acceptance, particularly with employees. Not everyone will love the sight of a robot roaming around their workplace, potentially monitoring their every move in cases where a facility is operational day and night.
That could all change in the future with advances in artificial intelligence and machine learning. Robotics capabilities will also continue to make exponential leaps forward with the specific goal of avoiding incidents such as having a 300-pound robot run over a toddler’s toes.
A fit for some businesses—but not all
Still, the technology holds the promise of greater flexibility and affordability for organizations of all sizes, particularly small and medium-sized businesses.
If you’re not sure whether robot security guards might be the right fit for your organization, you’re not alone. In the months and years ahead, many business leaders will be asking the same question and calculating the potential cost savings of relying on R2-D2-like patrol guards over their human counterparts.
My recommendation is to analyze your security needs as an organization. Do the costs of adopting high-tech tools such as a robot outweigh the benefits of tapping the services of a traditional security firm? In many cases, they won’t. Even robots need maintenance, not to mention the costs of managing their initial programming, which can be steep.
Any new technology should be suited to the environment you hope to protect. If yours is a high-tech industrial facility that requires high levels of security, or potentially even contains volatile chemicals or other hazardous materials, then a robot might make sense. If it’s a shopping mall where customer interactions are frequent and delivering a high-touch level of service is important, then sticking with professional guards is probably the best option.
What’s most important is to work with a security firm that conducts a holistic analysis of your operations and security requirements, provides a package of integrated security services that are customized to your specific needs, and has high-tech tools such as drones, robotics, facial recognition, advanced surveillance systems and the like in their toolkit.
Robot security guards may or may not make sense when looking for options to secure your property, but as manufacturers continue to expand and perfect their capabilities, these droid-like patrollers should at least be on your radar as an option.
What exactly are integrated security services?
Remember when delivering security services meant assigning a guard to patrol a building to make sure that doors were locked, monitor CCTV cameras, and generally ensure that nothing untoward was happening across a property?
That was basically the situation when we founded Wincon Security back in 1992. Given the current leap forward in technological advancements, that year may as well have been 1882!
Systems integration as a business model
Nowadays, progressive security companies leverage the latest and greatest technologies to help protect client properties and assets. We’re no different, except for the fact that several years ago, we took the notion of advancing security processes and procedures to the next level. We embraced the concept of systems integration. Put simply, it’s the process of ensuring your organization leverages the most effective technology possible to satisfy all relevant security needs, but in a holistic way that looks at every aspect of your business model.
The entire process starts with a security risk analysis to highlight vulnerabilities around a property or key asset. Rudimentary questions such as access point vulnerability, external threat levels, and the very nature of the assets under protection—are they volatile or highly sought-after materials, for example—all factor into the equation to determine how best to protect your property and people. From there, it’s about looking at the available technology on the market and choosing the right solutions for your organization’s needs.
Work with a security firm that understands the latest technology
This is where it gets tricky, and where the more reputable security firms are differentiated from those with less-than-stellar track records. Progressive security firms will have a strong handle on those technological tools—such as high-definition cameras, advanced biometrics, card access systems, drones, and cutting-edge security software—including how they might best integrate with your existing security infrastructure to deliver the desired protective results. In many cases, a full security infrastructure overhaul is a non-starter given the overwhelming costs. That’s why you need to work with a budget-conscious provider who understands that security funds are nearly always finite.
Bear in mind that sometimes the process of finding the right technology can involve a cross-continent search. In rare cases, we might need to source products from providers around the world to satisfy a client’s security needs. But that’s simply the nature of the task at hand—finding the right product often means looking further afield. That’s why it’s more important than ever for security firms to maintain strong partnerships with suppliers across North America and beyond.
The importance of value-added service
Security firms such as ours, which take pride in being full-service, integrated security services providers, will then leverage that technology to deliver enhanced value to our customers. Let’s face it: anybody can sell you a great monitoring system or even a drone to help protect your property. But it’s the unique ones that can bring it all together with an effective strategy that integrates human and technological assets to produce a holistic solution to meet your needs—and keep the bad guys at bay for the foreseeable future. Couple that technology with a robust 24-hour support and facility monitoring service such as ours, and that end result becomes achievable.
Any comprehensive systems integration plan should also be focused on improving efficiency, reducing overhead costs, and mitigating risk—all key value propositions for owners and managers of retail, commercial, condominium, office and industrial properties. But it doesn’t end there.
A culture built on innovation
We’ve incorporated a strong emphasis on innovation as one of our firm’s key value propositions. While innovation was always a key part of our corporate culture, it’s now a central pillar. We expect employees to come forward with process improvement and technology ideas based on their interactions with clients, ongoing industry research, and on-the-job observations. Our management team then assesses their input and uses it to provide a never-ending stream of feedback and ideas to our clients.
In that sense, systems integration is as much a company-wide process as it is a system of procurement and operational deployment. It’s a principle that drives cutting-edge security providers (or should) and ensures that clients get the solutions they need. More importantly, it’s a way of doing business that delivers a competitive advantage to security firms that incorporate it.
For Wincon Security, embracing systems integration has been a game-changer—and it has the potential to deliver similar results to your organization, too.