Business Management ABCs

Feedback – Managers and Security Managers Need it!

I believe that feedback from clients, colleagues, subordinates, and any other relevant source is very important in developing ways to improve your professional competence.

Without feedback you have really no idea of how you are going and what improvements + changes may need to be made and in what areas.

When dealing with clients you were getting no feedback, then it would be a very good idea to seek the feedback. This could be done by follow up calls, by mail with a brief document asking for the clients comments, or by dropping by (if applicable to the situation) and saying ‘hi’ how are you etc, and how is the service that I / my company is providing?

When you have this feedback, you can then use this information to improve, reorganise, or completely change the way that things may be done if such measures are needed. If you get feedback and ignore any possible deficiencies that you may need to fix then you are on the down hill slide.

However, where you work may be slightly different in approach in relation to feedback.

Usually if I hear no feed back in regards to a security contract, how the team is doing, big functions we may have helped plan and execute etc, then nine times out of ten the client is very happy and we hear nothing.

Still having said this, I have learnt very subtle ways of finding how we have done and how we are doing. This may be by asking very round about questions to certain staff to prompt them to talk and share information in regards to security service feedback, or it may be as simple as sending an e-mail to the contract management in question on a similar matter / function / activity that may be coming up in

The future and that prompts them to comment on recent services that I would like feedback on.

However, if we have not preformed up to any required client standard, or there has been an incident or clash of personalities, or a complaint form a sub client then there is no time wasted. I am approached almost immediately or in some cases bombarded with e-mails stating the concerns and request for immediate action or a meeting.

So that type of feedback is immediate and very clear, and I rectify any areas that I may need to in reference to personal performance or team performance ASAP.

I think subordinate and colleague feedback is also very important.

For example the morale, happy home life, and work consistency from my subordinates is important to not only me but also the big picture – company / client and the future.

You need to make sure through your professional competence that they are not doing unreasonable hours, they have a safe working environment, and the working environment is fair and just and holds no bullying.

I feel that this is my responsibility, and I receive feedback on these issues by asking, talking with my team, and just taking the time to notice people and how they conduct themselves in the work place.

One fear I always have is that my subordinates may not respect me in some way that is business related. So I strive to remain ‘on top of things’ and make sure all decisions I make are efficient, fair, decisive and direct.

Feedback – Get it!

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