leave-a-review quick-contact-form glass music search envelope-o heart star star-o user film th-large th th-list check checklist close search-plus search-minus power-off signal cog trash-o home file-o clock-o road download arrow-circle-o-down arrow-circle-o-up inbox play-circle-o repeat refresh list-alt lock flag headphones volume-off volume-down volume-up qrcode barcode tag tags book bookmark print camera font bold italic text-height text-width align-left align-center align-right align-justify list dedent indent video-camera image pencil map-marker adjust tint edit share-square-o check-square-o arrows step-backward fast-backward backward play pause stop forward fast-forward step-forward eject chevron-left chevron-right plus-circle minus-circle times-circle check-circle question-circle info-circle crosshairs times-circle-o check-circle-o ban arrow-left arrow-right arrow-up arrow-down mail-forward expand compress plus minus asterisk exclamation-circle gift leaf fire eye eye-slash exclamation-triangle plane calendar random comment magnet chevron-up chevron-down retweet shopping-cart folder folder-open arrows-v arrows-h bar-chart twitter-square facebook-square camera-retro key cogs comments thumbs-o-up thumbs-o-down star-half heart-o sign-out linkedin-square thumb-tack external-link sign-in trophy github-square upload lemon-o phone square-o bookmark-o phone-square twitter facebook github unlock credit-card rss hdd-o bullhorn bell-o certificate hand-o-right hand-o-left hand-o-up hand-o-down arrow-circle-left arrow-circle-right arrow-circle-up arrow-circle-down globe wrench tasks filter briefcase arrows-alt group chain cloud flask cut copy paperclip floppy-o square bars list-ul list-ol strikethrough underline table magic truck pinterest pinterest-square google-plus-square google-plus money caret-down caret-up caret-left caret-right columns sort sort-desc sort-asc envelope linkedin rotate-left gavel dashboard comment-o comments-o bolt sitemap umbrella clipboard lightbulb-o exchange cloud-download cloud-upload user-md stethoscope suitcase bell coffee cutlery file-text-o building-o hospital-o ambulance medkit fighter-jet beer h-square plus-square angle-double-left angle-double-right angle-double-up angle-double-down angle-left angle-right angle-up angle-down desktop laptop tablet mobile circle-o quote-left quote-right spinner circle mail-reply github-alt folder-o folder-open-o smile-o frown-o meh-o gamepad keyboard-o flag-o flag-checkered terminal code mail-reply-all star-half-empty location-arrow crop code-fork chain-broken question info exclamation superscript subscript eraser puzzle-piece microphone microphone-slash shield calendar-o fire-extinguisher rocket maxcdn chevron-circle-left chevron-circle-right chevron-circle-up chevron-circle-down html5 css3 anchor unlock-alt bullseye ellipsis-h ellipsis-v rss-square play-circle ticket minus-square minus-square-o level-up level-down check-square pencil-square external-link-square share-square compass caret-square-o-down caret-square-o-up caret-square-o-right eur gbp dollar inr cny rouble krw bitcoin file file-text sort-alpha-asc sort-alpha-desc sort-amount-asc sort-amount-desc sort-numeric-asc sort-numeric-desc thumbs-up thumbs-down youtube-square youtube xing xing-square youtube-play dropbox stack-overflow instagram flickr adn bitbucket bitbucket-square tumblr tumblr-square long-arrow-down long-arrow-up long-arrow-left long-arrow-right apple windows android linux dribbble skype foursquare trello female male gittip sun-o moon-o archive bug vk weibo renren pagelines stack-exchange arrow-circle-o-right arrow-circle-o-left caret-square-o-left dot-circle-o wheelchair vimeo-square try plus-square-o space-shuttle slack envelope-square wordpress openid bank graduation-cap yahoo google reddit reddit-square stumbleupon-circle stumbleupon delicious digg pied-piper pied-piper-alt drupal joomla language fax building child paw spoon cube cubes behance behance-square steam steam-square recycle automobile cab tree spotify deviantart soundcloud database file-pdf-o file-word-o file-excel-o file-powerpoint-o file-image-o file-archive-o file-audio-o file-movie-o file-code-o vine codepen jsfiddle life-bouy circle-o-notch ra empire git-square git hacker-news tencent-weibo qq wechat paper-plane paper-plane-o history circle-thin header paragraph sliders share-alt share-alt-square bomb futbol-o tty binoculars plug slideshare twitch yelp newspaper-o wifi calculator paypal google-wallet cc-visa cc-mastercard cc-discover cc-amex cc-paypal cc-stripe bell-slash bell-slash-o trash copyright at eyedropper paint-brush birthday-cake area-chart pie-chart line-chart lastfm lastfm-square toggle-off toggle-on bicycle bus ioxhost angellist cc ils meanpath home2 home3 home4 office newspaper pencil2 pencil3 quill pen blog droplet paint-format image2 image3 images camera2 music2 headphones2 play2 film2 camera3 dice pacman spades clubs diamonds pawn bullhorn2 connection podcast feed book2 books library file2 profile file3 file4 file5 copy2 copy3 copy4 paste paste2 paste3 stack folder2 folder-open2 tag2 tags2 barcode2 qrcode2 ticket2 cart cart2 cart3 coin credit calculate support phone2 phone-hang-up address-book notebook envelope2 pushpin location location2 compass2 map map2 history2 clock clock2 alarm alarm2 bell2 stopwatch calendar2 calendar3 print2 keyboard screen laptop2 mobile2 mobile3 tablet2 tv cabinet drawer drawer2 drawer3 box-add box-remove download2 upload2 disk storage undo redo flip flip2 undo2 redo2 forward2 reply bubble bubbles bubbles2 bubble2 bubbles3 bubbles4 user2 users user3 users2 user4 user5 quotes-left busy spinner2 spinner3 spinner4 spinner5 spinner6 spinner7 binoculars2 search2 zoomin zoomout expand2 contract expand3 contract2 key2 key3 lock2 lock3 unlocked wrench2 settings equalizer cog2 cogs2 cog3 hammer wand aid bug2 pie stats bars2 bars3 gift2 trophy2 glass2 mug food leaf2 rocket2 meter meter2 dashboard2 hammer2 fire2 lab magnet2 remove remove2 briefcase2 airplane truck2 road2 accessibility target shield2 lightning switch powercord signup list2 list3 numbered-list menu menu2 tree2 cloud2 cloud-download2 cloud-upload2 download3 upload3 download4 upload4 globe2 earth link flag2 attachment eye2 eye-blocked eye3 bookmark2 bookmarks brightness-medium brightness-contrast contrast star2 star3 star4 heart2 heart3 heart-broken thumbs-up2 thumbs-up3 happy happy2 smiley smiley2 tongue tongue2 sad sad2 wink wink2 grin grin2 cool cool2 angry angry2 evil evil2 shocked shocked2 confused confused2 neutral neutral2 wondering wondering2 point-up point-right point-down point-left warning notification question2 info2 info3 blocked cancel-circle checkmark-circle spam close2 checkmark checkmark2 spell-check minus2 plus2 enter exit play3 pause2 stop2 backward2 forward3 play4 pause3 stop3 backward3 forward4 first last previous next eject2 volume-high volume-medium volume-low volume-mute volume-mute2 volume-increase volume-decrease loop loop2 loop3 shuffle arrow-up-left arrow-up2 arrow-up-right arrow-right2 arrow-down-right arrow-down2 arrow-down-left arrow-left2 arrow-up-left2 arrow-up3 arrow-up-right2 arrow-right3 arrow-down-right2 arrow-down3 arrow-down-left2 arrow-left3 arrow-up-left3 arrow-up4 arrow-up-right3 arrow-right4 arrow-down-right3 arrow-down4 arrow-down-left3 arrow-left4


Alarm Industry News from MKS

The newest technology updates, industry developments and company successes are available through our Alarm Industry News. This news source allows your company to stay up to date with the vital information that helps you succeed.

Industry Insights: Bob Harris from Attrition Busters

In this new series, we will feature Industry Insights from leaders from the Security Alarm Industry. Our first Industry Insights features Bob Harris from Attrition Busters.

Bob Harris is a 30 year veteran to the security alarm industry who  ran his own alarm dealer business and now is one of the most sought after speakers for all of the top industry events. 

Bob joined MKS for a quick Q&A to provide some great insight on what are some of the issues alarm dealers are facing and some overall best practices that dealers can start implementing today!

What are some exciting trends you’ve noticed this year within the industry that caught your attention so far? What are some future trends you are excited about?

I am excited about so many new products and services geared at improving lifestyle and security together. This may be the most exciting time in our industry for savvy dealers ready and willing to get in the game and bring it. Just to name a few for traditional dealers I love all the smart/connected home trends. Remote interactive stuff is exciting and affordable. Home automation makes life better and gives customer unprecedented control over their security and energy costs. In most cases it pays for itself over time while it increases the dealer’s opportunity for RMR and customer retention. I also love many of the new wearable PERS technologies that afford mobile security while increasing monitoring opportunities for dealer’s who understand this business. As for commercial trends advances in biometrics, identity solutions, IP Based control systems and the list goes on and on. These are very exciting times for those who are serious about growing their business and competing against anyone no matter the size of their company.

Customer service is important to any industry, but why is it so vital for the security alarm industry?

When every company sells the same services and offers the same products, unless your business model is to compete on “lowest price”, there are better ways to differentiate your business from competitors. This said, stellar customer service is sadly lacking in our society today in nearly every service industry. Those who invest in educating their employees to make customers fall in love with their team, their service and their company will thrive in as competitive an industry as ours. Creating the experience based perception of “delight” in terms of customer service often makes the difference between those who merely survive and dealers who thrive. Satisfied customers buy from you but delighted customers sell for you. The caveat is that this level of customer service simply does not happen all by itself. It takes training, effort and passion but is worth every bit of it in the long term. Many people talk about customer service excellence but until training and application is written down on the calendar, all it will ever be is talk.

What is the most important thing dealers can do to stay competitive with all of the new outside competition entering the industry?

Local reputation drives choice. Bring a lot of attention to your company in your community. Money follows the right kind of attention. Once you get a new customer, stay in touch with your customers and build relationships of trust. When no relationship is in place it makes it very easy for a customer to dump one company for another. Especially when something goes wrong. Strong relationships with a local reputation of trust lead to loyalty and significantly increase your competitive advantage. Aside from excuses, in today’s reality there is absolutely no reason a small company can’t compete with a big national or volume retailer and win. What can you do that they can’t and why does it make you a more attractive choice than the nationals or volume retailers? When you uncover those answers, you will BE the competition.

What is your favorite sales tip/lesson for dealers you often reference?

Those who invest absolutely nothing in sales training typically find it very difficult to compete with cheap, free and DIY. If you’re looking for one single sales lesson I would say, stand apart from the crowd. Shop your competitors and read their play book. Then create your own value proposition that is so compelling and so engaging a prospect can go see five other guys but won’t be able to shake you and your company out of their head. If you’re not standing out, you are blending in.  See my answer to #3. 

Explain your concept that every employee is part of your sales team

From field techs to the company operator every employee has an opportunity to promote a positive experience for anyone doing business with your company that can create an additional sale. Customers simply will not buy it from you if they don't know you offer it.  All too often cancellations occur when a loyal customer hears about a new product or service being offered by someone else but had no idea the company they were with had the same thing. When employees themselves do not know all of the variety of exciting products and services the company offers, they can’t tell their friends, relatives, people at their Church, neighbors, business’ they frequent and the list goes on and on. Thousands of dollars are being left on the table every week by employees who are not being made aware of clear opportunity when they fail to report it back to the sales team. There are so many services we offer today that are far too often never mentioned to customers or prospects who hear about it elsewhere and buy it from them. Field techs who don’t bring intel back from service calls or plant seeds with customers about affordable new technology that would help improve their lifestyle are leaving thousands of dollars on the table every month. It doesn’t happen by itself, so if no one in the company is educating employees on all of the products and services available it simply will not happen.  

For more information on Bob Harris and Attrition Busters, please visit their website

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