24/7 Software Blog

We’re nearing the end of the year.

It always seems to be the best time to reflect on what you’ve accomplished and what still needs work.

It’s an excellent time to plan your goals and the strategy for hitting those targets for the upcoming year – 2020 in this case.

But, you might not know what needs to get done.

There might be something missing in your operation, but it’s not always so easy to put your finger on what needs some work.

Do you agree?

Now, do you have a strategy that you follow?

Your strategy is critical.

But we’re confident you already know this.

Sometimes it requires a little help getting in the right rhythm to step up your operational game, though.

Don’t fret; we’ve got your back.

Here at 24/7 Software, we recognize the importance of strategizing each year. That’s why we want to give you the resources to optimize your operation year after year.

We’ve got four points of strategy that you can use across your operation – and even the software you use – to enhance your capabilities.

Are you ready for your operation’s annual strategy review? Let’s get started.

It’s 9:00 AM, and you've been on your property since 6:30 AM.

Today’s tasks are already taking a toll on you mentally and physically.

You’re tired and stressed out.

Now, you’re shifting your focus to delivering a break-even customer experience.

Wait, break-even?

Yes, you’re working tirelessly for the hope that nothing goes wrong.

That nothing happens your customers will notice.

That’d be a good day for you.

That’s not what we like to hear.

We understand that delivering an extraordinary customer experience might not always be at the top of your list.

We get it; you are overwhelmed with all of your responsibilities.

But, here’s the thing – your customers keep your lights on and doors open.

Customer experience should always be your #1 priority.

Today, we want to help you improve your capabilities so that you can focus on your customers before anything else.

It’s been a long but productive year for you.

You’ve stepped it up.

Plans to take your operation to the next level this upcoming year are underway.

You’re pretty busy making the needed changes and improvements.

But, it wasn’t always like this.

Your predecessor did not leave you with much of a legacy to build.

You were forced to start over, which terrified you.

From inefficient processes to high employee turnover, to non-existent technology, you had your work cut out for you.

Agree?

Everything was your responsibility from the start.

Your team was looking at you to change things around for the better.

You were ready for the challenge because you knew a change was necessary.

But, you weren’t so confident and clear on how to get started.

You spent several weeks researching and reaching out to colleagues that have done it right; the consensus led you to 24/7 Software’s blog.

Here is where you discovered the Proactive Operations methodology.

That’s when the real work started.

Now, you sit at the head of the table, not only at home for today’s feast but for your operation too.

We’re thankful for this.

You’ve earned it.

“Today, we celebrate another year and a mission we’ve accomplished together,” you shout to your team.

“I give thanks to each one of you for your contribution to us becoming a proactive operation,” you continue.

Your team breaks out in cheer.

Today, everyone gets to enjoy the fruits of everyone’s labor.

Enjoy your success.

Your security team is tasked with conducting guard tours.

We’re talking about a property that covers 1,000,000+ square feet, multiple entryways, and as many restricted areas as Area 51.

You’re not securing extraterrestrials.

But, there’s no doubt your team is keeping busy. We also know it never ends.

Answer this truthfully:

Does your guard tour system give you the accuracy and efficiency needed to do your job most effectively?

If you’re not sure, that’s OK.

Keep reading, because we’re going to give you the insight you need to choose the right guard tour system for your facility.

“Scammers are always looking for more effective words. Most Americans have learned to be on their guard, and they're likely to suspect an overly aggressive phishing phone call from a fake credit card customer service agent speaking accented English,” writes Martin Kaste in their recent NPR article entitled “The Language Of Cybercrime.”

According to the article, “One solution is digitized voices. There's still a live person on the other end of the call, but he isn't talking. Instead, he's playing audio from a computer, picking prerecorded phrases from a menu as the conversation progresses.”

“It sounds convincing until you ask a question he doesn't have a canned response for. The resulting hesitations undermine the natural feel of the conversation,” Kaste explains.

The NPR piece continues, “Online scammers use a similar technique. When texting or emailing their marks, they often work from ‘scripts’ of prewritten American English boilerplate. The most effective conversational gambits are saved and distributed to other scammers in the network, and they cut-and-paste the scripts into their grifts at crucial moments.”

“Ronnie Tokazowski, a senior threat researcher with email security company Agari, has been watching scammers building their scripts,” Kaste shares.

"Some of the scripts will say, 'If your victim doubts you here, say this.' We've seen upwards of 28 levels of engagement before your scammer has to work to come up with something [to say]," Tokazowski says in the NPR article.

We’re not experts in this field.

But 28 levels of engagement seem sophisticated – or least the threat is evolving that way.

That’s a concern to us.

Why?

Your abilities for countering the crime need to adapt rapidly.

It doesn’t matter what the language of the crime is.

You need to be proactive in defending your property against it.

That should resonate.

Agree?

Think about your team's performance.

How has it been this year?

When was the last time you reviewed what to do during a severe weather situation?

Hire any new part-time staff?

Do they have an understanding of your eight different touchpoints for superior customer service?

Is your team executing consistently?

Whatever your concerns, your team can always be more prepared than yesterday or last year.

What do you think?

What do you do?

How do you train your employees to be better in their roles?

How do you help them respond faster and be proactive?

These are essential questions to ask yourself, and the good news is we have a solution we think you’ll find quite compelling.

Most importantly, your staff will enjoy it too.

So, what’s the solution? Tabletop Exercises.

Tabletop exercises are a great way to practice your plans without requiring the interruption of a full-blown drill.

It’s a smart way to practice emergencies as a team.

Are you ready to learn more?

Let’s get started.