Commentary hits the nail on the head

SSN Staff  - 
Wednesday, September 1, 2004

Kudos to you for continuing to do such a great job with Security Systems News. I wanted to take a moment to send along this message to let you know the July issue was packed with a lot of useful information.

In particular, I read with great interest the guest commentary by Robert Harris, who hit the nail on the head for me by writing about the problem with customer service industry-wide. Mostly under emphasized, this is truly one of the most troubling issues we face today. Why is this not written about elsewhere and regularly?

Harris’ blunt appraisal of the lack of focus on this issue is 100 percent accurate. As an industry veteran of more than 40 years, I can tell you the problem is huge. Many owners refuse to acknowledge they need help along these lines, let alone admit they have any room for improvement, and a result, their over inflated egos has greatly contributed to a rather unsightly black eye bore by this entire industry. Our customers have lost faith, trust and loyalty as a direct result of our lack of careful attention and concern. Fast money, liquid paper and a multitude of greedy and calculating deep pockets have severely blemished the reputation of this once great industry.

Although I have never before written in response to something I have read, I felt I had to this time as this subject is something we have needed and missed for a very long time. Congratulations to you for having the foresight to publish this editorial, and for continuing to benefit our industry in so many ways.

Vincent Perticucci
Empire Security Services