Driving Success Through Client-Centric Strategies in Security
In a world where client needs evolve rapidly, how do security companies stay ahead?
In this episode of Security Connected North America, Helena Andreas, an engineer-turned-security leader, offers invaluable insights on how embracing client-centric strategies drives long-term success. From communication skills to upskilling the workforce, Helena shares how staying adaptive, helpful, and human keeps Securitas USA at the forefront of modern security solutions.
Below, we've distilled the top takeaways from the conversation to help you rethink how to enhance your security operations.
Always Ask: "How Does This Benefit the Client?"
At the core of Securitas USA' approach is a simple question: How does this action benefit the client? Whether launching new security guard services, optimizing mobile patrol inspections, or offering remote video monitoring services, every decision is evaluated through a client-focused lens. Helena stresses that even internal efforts, such as employee training or cost-conscious initiatives, improve client experience.
Don't Be Afraid to Try New Roles & Responsibilities
Helena's career journey highlights the importance of being open to new opportunities, even those outside your comfort zone. For security professionals and business leaders, embracing change and stepping into new challenges fosters both personal growth and business innovation—whether it's pivoting from onsite emergency response services to integrated, data-driven solutions.
Communication is Key to Leadership
In the security industry—often male-dominated—effective communication is crucial. Helena emphasizes adapting communication styles based on the audience to ensure your message lands clearly. This is especially vital when discussing complex security program design and management with diverse stakeholders.
Move from Reactive to Advisory Mode
While Securitas USA is known for being helpful and responsive, Helena encourages teams to shift from reactive to advisory roles. Security experts should confidently offer consultative advice instead of only responding to client requests. Leveraging deep expertise across security guard services, remote monitoring, and mobile patrols, Securitas USA helps clients navigate risk intelligently.
Upskilling Security Personnel Benefits Everyone
Helena shares a case study where Securitas USA trained onsite security guards to handle additional technical tasks for a global client. The result?
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Clients receive more streamlined, cost-effective service.
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Employees gain career development opportunities.
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Securitas USA strengthens long-term partnerships.
This people-first approach shows how blending traditional security services with emerging skill sets enhances value for all parties.
Embedding Client Satisfaction into Company Culture
Imagine a future where teams are incentivized based on client satisfaction scores. Helena envisions embedding client-centricity into Securitas USA' DNA, driving every leader and employee to deliver exceptional, helpful service daily.
Final Thought: A Human-Centered Approach to Security
What sets Securitas USA apart isn't just advanced technology or comprehensive service offerings—it's the human element. Through strong communication, leadership development, and a constant focus on client needs, Securitas USA shapes safer environments across industries.
Watch the Full Episode & Learn More About Our Client-Centric Approach
