Matthew Ladd, president/COO of The Protection Bureau, has finally given his father and company founder Keith the trophy he always desired the most. For years, Matthew would triumphantly bring SSI's SAMMY (Sales & Marketing) awards back to his dad who would say, "Great job, you should be proud. But where is the Installer of the Year?"
Keith Ladd passed away this past February, which made it all the more poignant when the company was recently named by SSI as the 2009 Installer of the Year (small to midsize company, fewer than 300 employees). "I was never more gratified than when I brought the Installer of the Year home," says Matthew. "Although my dad was not with us to celebrate it, I know he was elated that we finally won the Big One."
The Installer of the Year is presented annually to the security company that best meets the following criteria: exceptional customer service; business practices and marketing strategies that ensure success; properly training company personnel; motivating employees; giving back to the community; and contributing to the betterment of the security industry.
Exton, Pa.-based The Protection Bureau, which also earned a SAMMY this year for Best Promotional Giveaway Item (see the June issue of SSI or visit www.thesammyawards.com), edged out two strong challengers for Installer of the Year honors. They were Atronic Alarms of Lenexa, Kan., and Provident Security of Vancouver, British Columbia, Canada.
Predicated on the slogan, "Big enough to protect, small enough to care," The Protection Bureau shares the strategies and practices that have allowed it to become a model security systems installation operation and grow into a $15 million business.
Built on Family Values
Founded in 1975, Keith and Mary Ladd initially operated The Protection Bureau out of their home. The couple developed the company based on providing the best services utilizing the best security products. Keith Ladd co-founded the Pennsylvania Burglar & Fire Alarm Association in the early 1970s and later became an active member of the PSA Security Network, among many other organizations.
Today, The Protection Bureau operates out of a 16,000-square-foot facility in suburban Philadelphia that includes a CSAA Five Diamond central monitoring station, as well as a branch office in South Plainfield, N.J. Having grown from a small burglar alarm dealer to a full-service integrator with nearly 100 employees serving 6,000 commercial and government clients, the company has become one of the Mid-Atlantic's largest regional security solutions providers.
With a revenue mix of 40 percent video surveillance, 35 percent access control, 20 percent intrusion detection and 5 percent mass notification, The Protection Bureau, with Mary as Chairwoman of the Board (COB) and Matthew as president/CEO, remains a family owned and operated corporation, and relies on those principles to guide the enterprise.
"The Protection Bureau is all about family values and puts its money where its mouth is," says Client Care & Marketing Coordinator Gabrielle Kotke. "Not only do we reward our employees for a job well done, we reward our clients for their loyalty and being part of our family."
Renewed Focus on Clients
Although The Protection Bureau had long been known for its outstanding customer service, Matthew Ladd decided to turn it up a notch. 
He believed with money getting tighter for everyone that the timing was right to do even more to ensure customers were kept happy. So he launched a companywide Customer Service Initiative (CSI).
Through this program, all staff members are trained about every facet of customer service and client care. The goal of CSI is to reinforce those policies throughout the company. Seminars and training sessions are held on a monthly basis, and, and staff members receive rewards for jobs well done.
"We want to be proactive and handle any potential issues before they happen," says Kotke. An outgrowth of CSI, a Customer Care Department was created to address clients' individual needs.
"At The Protection Bureau, client satisfaction is our No. 1 priority," says Ladd. "This department, which reports directly to me, was specifically created to address client needs, concerns and issues. We now have an entire department dedicated to client retention."
One of the services customers really appreciate is being able to reach attentive and knowledgeable staff 24/7. The company gauges its success and clients' satisfaction by distributing a survey during every field call. Customers commonly receive personalized thank you notes and small gifts, and are apprised of any changes or other information via letters and bulletins.
The company has invested in a GPS system tied into every service vehicle such that if there is need for another part or something else, a nearby truck can roll to the site without unnecessary delay or hassle for the customer. Long-time clients have been known to receive upgraded or new equipment at no charge, while new customers are discouraged from buying what they may not need.
"What separates The Protection Bureau from the competition is a solution-driven approach to providing electronic security services," says Ladd. "Many companies are largely product-focused. We seek the solution and then determine which product will do the best job."
Building Relationships
For The Protection Bureau, customer service cannot be pigeonholed into one aspect of the business as it is the central principle that defines the company's culture. As such, it guides management's thinking and decisions regarding business and marketing strategies.
"Our philosophy has always been that a client should choose our company because we look long-term, and we seek client satisfaction before profits," says Ladd. "We know a satisfied client is a long-term client, and a long-term client provides steady revenues. Word of mouth is a great referral tool, but the trick is to keep the good words about you coming."
The company consistently looks for ways to get its name in front of customers. All invoices and mailings include at least one marketing piece. The Protection Bureau also hosts Lunch and Learn sessions in which prospective clients are not only educated about possible solutions to their security needs but also ways to finance them.
The company uses software to track, measure and review its sales and marketing initiatives. Upon the conclusion of a specific, targeted program, wins and losses are tabulated, reviewed and evaluated. These findings are then used as the basis to develop future planning.
Meeting management's high expectations for satisfying clients necessitates employees are well trained in all areas of the business, but especially customer service and the latest security technologies. Blending all of those factors together ensures an optimal customer experience.
"We look for employees who have the qualities of honesty and hard work ethics," says Kotke. "We provide a training matrix for each new employee and give them a roadmap. We hold seminars, symposiums, vendor days and encourage certification for our technicians and engineers."
The Protection Bureau also understands establishing, nurturing and maintaining strong relationships with clients means creating the same types of bonds with its own personnel, who in turn help customers to continue feeling connected. Hence, employees must not only be well trained, but motivated, content and fulfilled enough to make The Protection Bureau their career choice. That's why the company places so much emphasis on employee-centric practices and activities.
The company sponsors many events for employees and their families, many of which include special T-shirts and other incentives. Breakfasts and luncheons are often provided and tied into monthly events and contests. Staff members engage in baseball games and socialize. Employees receive 10- and 20-year anniversary gifts, and are routinely recognized for going above and beyond with "Bureau Bucks," which can be redeemed for gifts.
"Today, in order to compete with the mega-companies, one must be well-managed, well-staffed and financially stable," says Ladd. "To better compete in the market, our company has always tried to operate as if it were larger, offering better benefits and opportunities to our employees, maintaining databases, staying well-stocked, and training, training, training."
Imbued With Spirit of Giving
Generosity and giving back to both the community and the industry are core elements of the foundation upon which The Protection Bureau has been built.
The company's professional affiliations include: Security Net; PSA Security Network; Pennsylvania Burglar and Fire Alarm Association (PBFAA); NBFAA; Automatic Fire Alarm Association of America (AFAA); ASIS; NFPA; BOMA; International Society of Pharmaceutical Engineers (ISPE); International Assoc. of Campus Law Enforcement Administrators (IACLEA); and many others.
Matthew Ladd (among others in the company) has followed in his father's footsteps in not only being a member of these organizations but striving to actively participate on the boards and committees. Matthew is also a frequent contributor to industry publications.
The Protection Bureau's philanthropic pursuits include: Good Works (nonprofit organization that repairs houses for the needy); Presbyterian Children's Village (clothing, toys and necessities); The Lord's Pantry (food bank); Habitat for Humanity; YWCA Chester County (Pa.); and Domestic Violence of Chester County.
Kotke highlights some examples of the Ladds' kindness within the community: "When Keith Ladd heard that the owner of the local pizzeria had a child with autism, we began to use them exclusively for all of our catering needs. When the YWCA expressed concern about the safety of the children who utilize their facility, calls were made to vendors to obtain a donated security system and The Protection Bureau donated central station monitoring."
The company also hosts a National Safety Awareness Day event in June by inviting the community to participate in activities at its site. In addition, fund drives are organized for people in need, and support is lent to local police departments and area townships for their events.
When you put it all together, the 2009 Installer of the Year could not have happened to a more deserving - or nicer - company. Congratulations to The Protection Bureau!
Print | posted on Thursday, October 08, 2009 9:13 AM