ApxAlarm VP gets his hands dirty

TV news story leads to personal visit from the top
Saturday, September 1, 2007

PROVO, Utah--ApxAlarm in July showed that it will go multiple extra miles to ensure customer satisfaction when Apx vice president of operations Jack Inbar hopped a red-eye and flew from Utah to Evansville, Ind., to personally oversee a fix of Billie Jeanne Gilmore's newly installed Apx alarm system.
"I was extremely surprised that [Inbar came all that way]. They could have sent somebody local," Gilmore said.
Inbar decided to take matters into his own hands when a local Evansville television station reported that some Evansville residents were unhappy with Apx door-to-door salespeople and that Gilmore's new alarm system didn't work. The report also included what Inbar called inaccurate information about Apx and used a graphic with the word "scam."
Noting that the residents had not contacted Apx directly before speaking to the television station, Inbar said, "We take complaints seriously." Apx is "very proud of the products we sell and we stand behind our products," he added.
"We can't make everyone happy, but we're certainly going to try. We really do care about our customers and if [taking care of them] means we've got to fly from Provo to Indiana, we'll do it."
A newer player in the alarm business, ApxAlarm has grown to one of the largest alarm companies in just a few years. Inbar expects the company to generate 130,000 new accounts this summer (search "ApxAlarm aims for 130,000" at www.securitysystemsnews.com). Like several other companies based in Utah, Apx sells most of its systems door-to-door between May and September. Though Apx is considerably larger than its Utah-based competitors, Inbar said Apx has sought to further differentiate itself from the competition with investments in infrastructure, employee training, and an emphasis on customer service and loyalty.
The television news story said that ApxAlarm had 400 complaints lodged against it. In a follow-up story, the station said there was no scam involving Apx and clarified that the 400 complaints were spread over "three years, 38 states, over 300,000 accounts sold and 30 million doors knocked on," and had all been resolved, Inbar said.
While in Evansville, Inbar visited the television station and also went door to door in Gilmore's neighborhood. "I introduced myself and sold some additional equipment," he said.
Gilmore, who switched to Apx from another major alarm company, said her new system has more capabilities (two-way voice and fire) than her former system. She said she's grateful to Apx: "I really feel like they surpassed what they needed to do."