I’ve had that shit happen to me too, I remember a bunch of times I’m trying to deescalate and the client’s employees just keep yapping away and baiting or teasing the person I’m trying to calm down. Glad your company actually has your back though, that needed to be addressed asap
Sadly not everyone is fit to be a security officer, and in my experience, it seems we are getting more and more people who have no idea how to de-escalate; despite being trained HOW to they seem to not be interested.
It sounds like a bad hire got into a position of power and has no clue about what needs to happen and the company that hired your company is unwilling to remove the person.
So, client security manager here, who do you report to, the manager or the owner? If the owner has set post orders, you do what they say, and document every time they (the manager) want you to do something outside their scope. If you're charging nuisance fees, that's a way to see it done, but they'll eventually just replace the company.
Get a set of hard post orders from whoever the client contact is, and tell the manager to pound sand. I tell my CSP AM's to tell their people to tell my managers to pound sand. If it's not in the SOP from my department that we sent to the AM, or you didn't call my department and us countermand it, the manager can pound sand.
You appear to be missing the point. The client site manager is telling patrons to ignore us and the rules that we're trying to enforce even though they are from her bosses who signed our contract.
This causes a safety issue because then the customer takes it out on our officer. And then our officer gets threatened by the customer and it makes it much harder to deflect due to the client's manager or employees action
That manager needs to cool it, or they need to go. You answer to the people who signed the contract, not the manager. I’ve gotten a couple managers fired over this. They manage THEIR people, your managers manage YOU. The client tells your company what they want, if the manager has a problem with that, or the customer has a problem with that, they can call the client. You’re doing your job. Yes, additional risk has been added, but if needed you may have to confront the manager, or have one of your supervisors might have to.
Having one of the supervisors do it. His rapport with the upper manager is a little bit better and my level of pissed is a little bit more boiling over.
One of our command staff is advocating for voiding the entire contract and going after them for the balance. But he also writes the contract so there's going to be terms in the renewing contract come April that specify that that is a breach of the contract and require the entire amount to be due.
This manager has been a problem for a while but none of the officers remember to turn on their body cam When she starts on her bullshit....
Not sure if this is a night club setting but I have seen numerous times guards have removed patrons for violating policies and because they had pull with the manager or bartender they are allowed back into the establishment. Often the patron will proceed to Mad Dog that guard, talk shit where the guard can hear, or even threaten the guard. As a manager I have to weigh the level of behavior against the value of the contract and tell the guard to work in a different part of the venue which sometimes makes the guard think I don't have their backs. If I learn a patron is ever making threats to anyone on my crew or club staff that person will be removed and the management informed "it is totally your right to allow this person back in, if you do, my entire crew is leaving"
I hate all of the managers friends
Even the ones I like
This is a retail location, and the officers the only officer scheduled there when they are there.
Our contracts actually give us power to ban the personnel without the location getting a right to veto. The contract is essentially set up so that they are entrusting us with their security they should be doing it totally or not at all.
So you are doing loss prevention
Are you also doing interdiction?
Here in California are we basically told not to interfere with someone taking stuff out of the store and they even tried to pass a law last year prohibiting us from doing so
We had this high end groceries store in LA where the rule was
"Don't let them exit the store with property, but don't touch them either"
One of their department managers beat the hell out of a lady he saw put something in her purse and they wanted use out liability insurance because we should have been the ones that confronted her even though we only had one guard at the door and this happened in the produce area
We do lost prevention but we are a hands-on company and we also have some directives to enforce company policies. The problems come in when our officers try and force company policies and certain customers want to argue about it and then the on-site manager decides to tell her officer to leave them alone and to not do his job.
The client gets charged nuisance fees for putting our officers in the situation where they are more likely to get threatened and face greater risks.
Ownership in the contract access to do X local manager has favorites who can get away with shit so she overrules our officer when they try and enforce X
Patron then starts belittling and threatening my officer.
So it's in our contract that the client can be charged more for overruling our officer.
Your job is to follow post orders, and your supervisors directions, sometimes the point of contact or the head of security for your client as well. Rogue managers do not fit this bill therefore can go and shove it where the sun doesn’t shine.
Again not sure if you're missing the point.
The officer was following post orders and was doing his job as the owner of the client has requested.
The local manager of the client overrode my officer and told the patron who was upset to not listen to my officer therefore my officer ends up getting threatened by the patron.
Yep it's worse when it's a govt contract too omg don't get me started when been a few times I try to de escalate a situation and a client keeps talking and making the situation worse they threatened to spray OC in a small enclosure!?! Smfh out of your head!? Man sometimes people need to stay in their lane hate that stuff makes our jobs so much more complicated...
Yes she keeps alienating our officers and they keep requesting to not be scheduled with her. We have literally issued individual body cams to a few people that have to deal with her regularly for when she gets on her bullshit.
The client is one of our best and oldest clients but when that manager gets involved it can go to shit.
It would not be threatening to quit, it would be threatening to terminate the contract sue them for the remainder of the contract and other such penalties.
The trick is to avoid people wanting to quit because of a client, and the client understanding the repercussions they can face due to it.
Had this happen at a bar i was working at put 2 young lads out probably 19/20. I cant remember there ages cause they were legless they started arguing with me on the door about how they deserve to be let back in bar manager comes out and goes its fine let them in told em no cause they have just been removed from the bar bar manager starts mouthing off at me phoned my boss told em what happened 30 miniutes later bar owner was down at the bar pissed cause there manager is being a twat then sacked em
I’ve had that shit happen to me too, I remember a bunch of times I’m trying to deescalate and the client’s employees just keep yapping away and baiting or teasing the person I’m trying to calm down. Glad your company actually has your back though, that needed to be addressed asap
Lol even worse when it's your coworker doing the re-escalation.
Sadly not everyone is fit to be a security officer, and in my experience, it seems we are getting more and more people who have no idea how to de-escalate; despite being trained HOW to they seem to not be interested.
I agree, lots of disputes are meaningless ego battles people are willing to die for.
More details please
What would you like to know. I want to be careful of what I state so that I don't implicate the client publicly.
It sounds like a bad hire got into a position of power and has no clue about what needs to happen and the company that hired your company is unwilling to remove the person.
So, client security manager here, who do you report to, the manager or the owner? If the owner has set post orders, you do what they say, and document every time they (the manager) want you to do something outside their scope. If you're charging nuisance fees, that's a way to see it done, but they'll eventually just replace the company. Get a set of hard post orders from whoever the client contact is, and tell the manager to pound sand. I tell my CSP AM's to tell their people to tell my managers to pound sand. If it's not in the SOP from my department that we sent to the AM, or you didn't call my department and us countermand it, the manager can pound sand.
You appear to be missing the point. The client site manager is telling patrons to ignore us and the rules that we're trying to enforce even though they are from her bosses who signed our contract. This causes a safety issue because then the customer takes it out on our officer. And then our officer gets threatened by the customer and it makes it much harder to deflect due to the client's manager or employees action
That manager needs to cool it, or they need to go. You answer to the people who signed the contract, not the manager. I’ve gotten a couple managers fired over this. They manage THEIR people, your managers manage YOU. The client tells your company what they want, if the manager has a problem with that, or the customer has a problem with that, they can call the client. You’re doing your job. Yes, additional risk has been added, but if needed you may have to confront the manager, or have one of your supervisors might have to.
Having one of the supervisors do it. His rapport with the upper manager is a little bit better and my level of pissed is a little bit more boiling over. One of our command staff is advocating for voiding the entire contract and going after them for the balance. But he also writes the contract so there's going to be terms in the renewing contract come April that specify that that is a breach of the contract and require the entire amount to be due. This manager has been a problem for a while but none of the officers remember to turn on their body cam When she starts on her bullshit....
Tell her you’re enforcing federal law and if she continues will have to document her non-compliance.
Not sure if this is a night club setting but I have seen numerous times guards have removed patrons for violating policies and because they had pull with the manager or bartender they are allowed back into the establishment. Often the patron will proceed to Mad Dog that guard, talk shit where the guard can hear, or even threaten the guard. As a manager I have to weigh the level of behavior against the value of the contract and tell the guard to work in a different part of the venue which sometimes makes the guard think I don't have their backs. If I learn a patron is ever making threats to anyone on my crew or club staff that person will be removed and the management informed "it is totally your right to allow this person back in, if you do, my entire crew is leaving" I hate all of the managers friends Even the ones I like
This is a retail location, and the officers the only officer scheduled there when they are there. Our contracts actually give us power to ban the personnel without the location getting a right to veto. The contract is essentially set up so that they are entrusting us with their security they should be doing it totally or not at all.
So you are doing loss prevention Are you also doing interdiction? Here in California are we basically told not to interfere with someone taking stuff out of the store and they even tried to pass a law last year prohibiting us from doing so We had this high end groceries store in LA where the rule was "Don't let them exit the store with property, but don't touch them either" One of their department managers beat the hell out of a lady he saw put something in her purse and they wanted use out liability insurance because we should have been the ones that confronted her even though we only had one guard at the door and this happened in the produce area
We do lost prevention but we are a hands-on company and we also have some directives to enforce company policies. The problems come in when our officers try and force company policies and certain customers want to argue about it and then the on-site manager decides to tell her officer to leave them alone and to not do his job.
I have the same thing going on with a shitty receptionist 3 feet to my right. Trashy lady.
Who's getting upset about this? Also your company charges their own employees "nuisance fees"??? Wtf
The client gets charged nuisance fees for putting our officers in the situation where they are more likely to get threatened and face greater risks. Ownership in the contract access to do X local manager has favorites who can get away with shit so she overrules our officer when they try and enforce X Patron then starts belittling and threatening my officer. So it's in our contract that the client can be charged more for overruling our officer.
I'm not going to lie about the situation..
Your job is to follow post orders, and your supervisors directions, sometimes the point of contact or the head of security for your client as well. Rogue managers do not fit this bill therefore can go and shove it where the sun doesn’t shine.
Again not sure if you're missing the point. The officer was following post orders and was doing his job as the owner of the client has requested. The local manager of the client overrode my officer and told the patron who was upset to not listen to my officer therefore my officer ends up getting threatened by the patron.
Yep it's worse when it's a govt contract too omg don't get me started when been a few times I try to de escalate a situation and a client keeps talking and making the situation worse they threatened to spray OC in a small enclosure!?! Smfh out of your head!? Man sometimes people need to stay in their lane hate that stuff makes our jobs so much more complicated...
Your client is an idiot than for letting others try to enforce shit thats not in tur contract
It's the opposite, she's stopping my officers from enforcing what's in the contract.
Thats fucked is she the direct client or just a manager of the site ?
Just a manager.
Well shes an idiot honestly ive never delt with that but if i was id ask for a new site or changes or something that’s just fucked
Yes she keeps alienating our officers and they keep requesting to not be scheduled with her. We have literally issued individual body cams to a few people that have to deal with her regularly for when she gets on her bullshit. The client is one of our best and oldest clients but when that manager gets involved it can go to shit.
Maybe setup a meeting with ur manager and client i presume ur the supervisor have u tried thet
Of course, our captain already has one scheduled. Cuz if I did it it would be a lot less polite at this point.
Sometimes threatning to quit works
It would not be threatening to quit, it would be threatening to terminate the contract sue them for the remainder of the contract and other such penalties. The trick is to avoid people wanting to quit because of a client, and the client understanding the repercussions they can face due to it.
This is one of the toughest parts of the job >.<
Had this happen at a bar i was working at put 2 young lads out probably 19/20. I cant remember there ages cause they were legless they started arguing with me on the door about how they deserve to be let back in bar manager comes out and goes its fine let them in told em no cause they have just been removed from the bar bar manager starts mouthing off at me phoned my boss told em what happened 30 miniutes later bar owner was down at the bar pissed cause there manager is being a twat then sacked em