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The Loop
Winning together with our clients
Because our clients are at the heart of everything we do, we prioritize building sustainable, and long-term client relationships that continue to evolve as the market changes.
Building relationships that last begins with listening to our clients’ needs and delivering what we promise. Throughout the process, our client isn’t just a client, they’re a partner and a collaborator.
By remaining client-focused throughout our relationship, it’s easy to work together as a team. Each time we meet their needs, they know they can count on us, and we strengthen the trust they have in us.
Every single time we interact with a client is a moment of truth, and in the You Make the Difference and Multiplier tools we’ll talk more about why we are uniquely placed to serve our clients well.
Sometimes a client doesn't know what they need, and then our experience and ability to listen really matter.
Millions of people around the world experience our services each day, and our clients range from small business owners to huge infrastructure projects and from supply chains to hospitals. Each client is unique, and so are their needs and risks. For example, some clients need to minimize theft, others need to protect their people.
The only way we can advise a client on how to mitigate their risks is by getting to know them well. That involves adopting an agile mindset and working with them to build, and sometimes refine, a deep appreciation of their true priorities and pain points. Many of our clients work in dynamic markets and we need to be ready to adapt the way we meet their shifting needs. Sometimes a client may not know what they need, and this is where our experience and ability to listen matter. When we truly understand our client’s operations in a comprehensive way, then we can propose the best possible solution for them. By delivering a holistic solution which gives our clients peace of mind, over time we create a dynamic partnership where we can innovate together and create even greater value for money for them.
Throughout the client lifecycle, from the first time we meet them to assess risk, through a solution proposal and into delivering our services and carrying out our security and protective operations, we make sure to proactively engage with people at different levels in our client’s organization. As part of this relationship-building process, we actively encourage our leaders to sponsor important clients. By taking the time to meet with the client and listen to their needs, we nurture these client relationships at all levels of our organization.
We like to keep things simple, so we categorize our clients into four key segments.
We like to keep things simple, so we categorize our clients into four key segments. This enables us to collaborate better across borders and functional teams.
Global and cross border clients - Clients who need security services across different countries or regions.
Large clients - Clients we provide with primarily safety/security services, mainly within the same country or city.
Clients who often already have in-house security services but need additional expertise or technological services from us.
SMEs - Small and medium-sized enterprises clients we provide with primarily pre-packaged safety and security services.
Consumers - Clients we service mainly through digital interactions.
Within these segments, we prioritize and target those industries where we can add the greatest value and where there is a significant business opportunity for us.
The client segments guide us in the development and sharpening of our offering and help us to develop our business and increase benefits for our clients, which allows us to create more value for them and build stronger relationships in the process.
Our engagement and interactions throughout the client cycle vary depending on the current needs and expectations of our clients. These interactions are described in four basic steps through the client excellence framework – and address the following:
Step 1. Market – Explains how to understand the market and how to determine which clients we want to work with.
Step 2. Sales – Explains how to engage with and win the clients we’ve chosen to work with.
Step 3. Operations – Explains how to deliver the right services and the right quality to these clients.
Step 4. Development – Explains how to continue innovating our offering, which helps strengthen and develop our client relationships over time.
As always, we strive to be data driven. Securitas’ digital platforms support all our client-related activities and interactions as well as internal collaboration. Besides making us more efficient, they enable us to measure client satisfaction, collect data, and make fact-based decisions. Armed with client-specific and aggregated data, we can come beside our clients as experts and partners to provide the services that best meet their needs.
Through it all, we help our clients see a different world. Within the market, our protective services offering is already unique, and we are continuously investing and innovating to create even more value for our clients. This allows us to maintain sustainable margins, pay our people fairly, and have a positive impact on society. However, being helpful and adaptable to support our clients’ needs does not mean we should ever compromise on our own key principles. We know our own worth. Staying humble while remaining firm is the winning combination.
Take a few minutes to reflect on the following question: