David Koenig

18 downloads 247 Views 8MB Size Report
Apr 2, 2014 - and the best training and certification ... Online Courses for ESA National ...... healthcare, pharmacy, h
nation 2013 Volume 2

www.ESAweb.org

security

formerly Newsline

David Koenig 2012 Weinstock Person of the Year

In this issue: George De Marco wins Sara E. Jackson Memorial Award 2013 Youth Scholarship Winners AIREF Research: The Burglar’s Point of View

Navigate with conviction. With an open platform providing a flexible migration path to IP, TruVision® Navigator 5 represents the ideal VMS. Introducing TruVision Navigator 5—the scalable solution that’s easy to install and use. Offering a flexible migration from analog to IP, TruVision Navigator 5 helps protect legacy investments while accommodating future growth. And when used with the new TruVision Software Video Recorder (SVR), only a one-time licensing fee is required. TruVision Navigator 5—clear evidence of optimal VMS performance.

Learn more at interlogix.com/Navigator5.

© 2013 Interlogix. All rights reserved.

contents editorials

Message: Fresh Insight 4 President’s about Commitment and Energy After a Year on the Job Perspective: AIREF Golf 6 Executive Classic Shows the Long-Term Impact of Volunteering

government

relations

Can’t Afford to Ignore 8 Congress Feedback from Constituents

insurance

solutions

a Local Broker and Still Get 20 Keep Business Insurance from SARRG Small Details to Propel Your 62 Four Business from Good to Great

association

news

Movement Infuses 26 Youth Security Industry with Strength and Vitality

28 ESA Scholarship Winners 30 Chapter Scholarship Winners 2012 Person of the Year: 32 Weinstock David Koenig E. Jackson Memorial Award 36 Sara Winner: George De Marco Approaches for 38 Creative Developing Human Capital Survey Digs into 42 SMP Compensation and Benefits 45 ESA Chapter News ESA: Membership 52 Inside & Election Committees; Scholarship Task Force

features

What You Know 12 Challenge About Customer Loyalty of Automatic 16 Inclusion Renewal Provisions Sheds Light on Habits 22 AIREF of Intruders and Effectiveness

spotlight on: 

22

Ask a Burglar: AIREF-Funded Research Sheds Light on Habits of Intruders and the Effectiveness of Deterrents.

of Deterrents

Alarm Company 46 Kentucky Donates Panic Buttons to 27 School Facilities Gives Back to the Warrior 47 ESA Dog Foundation at ESX the Impact of 50 Softening Negative Online Reviews

professional

32

ESA celebrates David Koenig as the 2012 Morris F. Weinstock Person of the Year.

development

Growth in 48 Exponential Technology Creates Exponential Need for Learning

membership Advantage of ESA 24 Take Membership 54 Membership has its Benefits New Associate 56 Welcome Members 58 Associate Member List New Regular 60 Welcome Members

36

George De Marco wins the Sara E. Jackson Memorial Award for his dedication to ESA and the industry.

Thank you to our advertisers who make Security Nation possible. Advertise in Security Nation - member and non-member rates are available. Visit www.ESAweb.org and click on ESA Media Kit under the Resources tab. Acadian Monitoring Services 29 ADI 15 Altronix 19 Axis Communications 9, 41 DMP 44, 45 DWG 43 Emergency24  63 ESA’s National Training School  49 ESA Media Partners  61 ESA Membership 25 ESPs 57 Honeywell 5, 35

Interlogix 2, 33 Leadership Summit 51 Member Savings Program 27 RMR Factory 14, 61 Save the Dates 64 SECURE+ 31 Security America RRG 21 SentryNet 55 SIRC 18 Telguard 11, 37 Thanks to YSP Sponsors 53 Tri-Ed 7, 39

P r e s i d e n t ’s M e s s a g e : F r e s h Insight about Commitment and E n e r g y A f t e r a Ye a r o n t h e J o b By John Knox

If you’ve ever wondered if this

association is your company’s greatest asset or its nemesis, I can relate. In fact, you’re reading a message from an ESA president who was very skeptical about even joining the association 25 years ago.

force in our industry. This only happens when everyone works together, and my appreciation for their work has grown even stronger in the past year.

Before I joined, I let a few little things keep me from the relationships and knowledge I have today. In fact, it’s easy to sum up my business life: God took an educated hillbilly from east Tennessee and gave him the opportunity to be around some very smart people.

I also think about the parts of the job that weren’t so obvious a year ago, but have proved to be so important. Past presidents Dom D’Ascoli, Mike Miller, George Gunning, Cecil Hogan, Scott Colby and Bart Didden gave me so much help preparing for my two-year term, but – like anything – sometimes you can only get the lay of the land after you walk around for a while.

A trade association is no different than any other business when it comes to having good days along with a few bad ones. As business owners and industry professionals, one of our biggest challenges is to focus on the good, overcome the bad, and make the best choices we can along the way. After 25 years in ESA – and my first year as president – I understand this more and more.

For example, I understood that building relationships and creating a consensus whenever possible would be an important part of the job. As president, my job is to listen and be open to ideas about what will make us better as an association and as an industry. The past year has only strengthened my belief that the association belongs to everyone, regardless of company size or revenue.

This year’s Electronic Security Expo (ESX) marks the halfway point of my term. It seems like the first year has gone so quickly, and I expect the next year will fly by as well. I’m looking forward to the second year, and it’s a good time to reflect on my experiences so far and to talk about some of my beliefs that have grown even stronger in the past year.

But I have gained an even greater understanding not only of the effort that is required to make sure that everyone is heard, but for the skill and diplomacy shown by everyone who has served before me. Having sat in the chair for a year now, I admire the balancing act that Executive Director Merlin Guilbeau, the past presidents and the Board of Directors have consistently performed over the years in determining the direction of the association.

The final issue of Stay Connected for 2012 outlined my hopes and vision for the association’s future. Reading it again now, it reminds me of the effort that is put forth on a daily basis by everyone connected with ESA – members, volunteers and staff. We can be proud of the things we have done, especially with the emergence of ESX as one of the fastest growing events in the country and a major

Page 4





and the best training and certification available in our industry. What you won’t see are the day-to-day details that go into building value for your membership dollar, making our industry stronger and more vital than ever. And that’s the way it should be. As a businessperson or employee, you have your own details to be concerned about. As I enter the second year of my term, I come back to another point that I emphasized a year ago: The importance of doing things right. I’m more committed than ever to that notion, and I constantly find myself gaining new energy as I watch everyone connected with the association hold themselves to that standard. When you see everyone around you putting out their best effort – doing things right – it reminds me why we’re here, and who we’re working for. I’ll close by asking for your prayers for God to give me the strength and wisdom to finish strong in my final year as president. To quote a longtime friend of our industry, the late Butch Work: “I need the help, and you need the practice.”

Most of that work goes on behind the scenes, which is good for you. You see the benefits of being a member – events like ESX and Leadership Summit, relentless government relations advocacy, thriving professional groups, special initiatives like SECURE+, discounts through Security America RRG and the Member Savings Program,

www.ESAweb.org

John Knox

President & Chairman of the Board [email protected]

2013 Vol. 2

touch of brilliance

Bring more homes to life with Tuxedo Touch™ and Honeywell Total Connect™ Remote Services Bold. Brilliant. Beautiful. When it comes to home control for everyone, Honeywell’s Tuxedo Touch is anything but basic. The state-of-the-art home controller provides you with an affordable way to offer your customers control of their security system, cameras and Z-Wave® enabled thermostats, lights, locks and shades all from one magnificent, 7" graphic touchscreen. They can also perform these functions wherever they are with Honeywell Total Connect Remote Services—an excellent way to earn more RMR on every installation. A built-in web server lets your customers control their systems anywhere in their home on smartphones, tablets, web-enabled TVs or any compatible wireless mobile device without an app. For a fraction of the price of other solutions, Honeywell’s Tuxedo Touch lets you make their homes more enjoyable and your business more profitable than ever before. What could be more brilliant than that?

For more information, please call 1-800-467-5875 or visit www.honeywell.com/security/hsc Availabe late Spring. Tuxedo Touch is available in both hardwired and Wi-Fi® versions. © 2013 Honeywell International Inc. All rights reserved.

Executive Perspective: AIREF G o l f C l a s s i c S h o w s t h e L o n g - Te r m I m p a c t o f Vo l u n t e e r i n g By Merlin Guilbeau

This year, AIREF celebrated the

10th anniversary of its golf tournament. It’s hard to believe it’s been 10 years since Jamie Orvis and Bart Didden, AIREF Golf Classic co-chairs, put their heads together and came up with the tournament idea, answering the call and the need for more AIREF funding. They have worked hard to build the tournament, and their work has had a significant impact on the security industry. To highlight what their golf tournament idea initiated, let me run down the list of research and education projects financed by the tournament proceeds: 2005 research The Deterrent Effect of Home Burglar Alarm Systems on Crime and Criminal Behavior; 2005 research - Successful False Alarm Reduction Programs; 2006 research - Salt Lake City Residents Regarding Non-response; 2007 research – Investigation of Attitudes/ Behaviors of Convicted Felons; 2008 research - Compilation of Completed Studies in the Alarm Industry; 2009 research - An Assessment of the Calculation Process and Validity of False Alarm Estimates; 2009 education - Development of Instructor-Led and Online Courses for ESA National Training School; 2010 research - Law Enforcement Alarm Response Solutions Video; 2011 education - Development of Alarm.org Consumer Website; and 2011 research - Building Our Way Out of Crime Publication.

Outgoing AIREF Golf Classic Co-Chairs Bart Didden, left, and Jamie Orvis.

Perspective was released in May. This is the latest study funded by AIREF and it is the most ground-breaking research so far. A summary of the report can be found on pages 22 and 23. The AIREF Golf Classic has been, and will continue to be, the main source of funds for AIREF. This year’s tournament raised $106,126.85 making the 10 year total more than $900,000. I want to thank Jamie and Bart for the outstanding job they have done with AIREF. Whether you know it or not, their work has had an influence on the entire security industry by providing insights that would not have been possible without their commitment to making AIREF a viable organization. Their work is the reason AIREF has been able to complete its mission these past 10 years.

no doubt that they will build on the strong foundation and the tournament will continue to flourish. This is what happens when volunteers get behind an idea – the research and education resulting from the golf tournament is a powerful legacy. The entire security industry benefits because Bart and Jamie took an idea and made it work. These types of opportunities abound at ESA, so find your niche and build your own legacy. We invite your participation and your ideas.

It’s quite a list! Moving forward, we welcome Keith Baird of Honeywell and Mike Harrison of Hillcrest Davidson & Associates as the new golf co-chairs for 2014. I have

Additionally, an exciting new study entitled Understanding Decisions to Burglarize from the Offender’s

Page 6





www.ESAweb.org

Merlin Guilbeau, IOM

Executive Director & CEO [email protected] 972.807.6810

2013 Vol. 2

We’ve Got You Covered... Let Tri-Ed preconfigure your IP cameras for a trouble-free installation.

Connectivity



Security



Solutions

introduces our innovative

IP-EZ PROGRAMMING

SERVICE

a true plug-n-play solution to simplify the installation process: •

IP cameras preprogrammed to your specifications!



Shipped directly to you, ready-to-go!



Labor-savings & cost-effective!

Contact us today to learn more about the IP-EZ Programming Service 888.874.3336 (Branch Sales) | 800.366.4472 (Technical Sales) | www.tri-ed.com

Internet Protocol is redefining our industry Tri-Ed is redefining IP.

Job Security: Members of Congress Can’t Afford to Ignore Feedback from Constituents By John Chwat

“Going to Washington, D.C. is a waste of time … nothing we want ever gets done.”

“My Congressman never listens to me.” “That staffer in the Congressional office was too young … I cannot believe he has any influence on our issues.” I am sure you have heard these sentiments before. Most Americans believe that the hectic pace of Congressional officeholders and their staffs render their opinions worthless. What difference does it make? Can industry groups achieve any worthwhile goal by coming to Washington, D.C. to visit their elected officials and their staffs? Is it beneficial to touch base with these officials in their home districts or states? The answer to both questions is an unqualified “yes.” Every industry or group in our society is impacted in one way or another by events in Congress,

whether through bills, policies or actions by staffs and their elected official bosses. Unless they are retiring, Congressmen and Senators want to get re-elected, and their staffs are interested in preserving their jobs. They need to hear from their constituents, people who vote in primaries or elections, and they need to create a feeling back home that views are listened to and citizens have a voice. When Congress is in session, it is a very hectic time, but it does not mean that legislators ignore the importance of the voter and the concerns of the small business owner. To ignore the importance of the voter leads to election defeat. Each office on Capitol Hill has staff responsible for various subjects and committee actions impacting their boss’ position. These staff members are young – the average staffer is in his or her 20s or 30s, and the position has a high turnover rate. The typical staffer only stays a few years.

But these young staffers meet with their bosses to exchange ideas on how to vote and what positions to take on issues. They take what you say and bring it to the attention of your legislator. They are critical in the process and should not be looked down on because of age or temperament. Sometimes “no” is the best solution Getting something done in Washington is in the eye of the beholder. Sometimes getting no votes, no legislation and no policy is a positive – being vigilant to prevent bad legislation or prevent poor policies or regulations that can adversely impact an industry is a very important goal for every business owner. The ability to stop harmful bills and make sure no action is taken is a different approach compared to those who want “something done” by Congress. The expertise an industry brings to the table of the elected official cannot be underestimated. Sometimes the Congressman or staff encounters a bill or policy that directly impacts their constituents. “Didn’t that industry come by last month to tell us about their business and customers?” an official might ask. “This bill or policy will impact them – contact them immediately and see what they say.” This conversation happens every day on Capitol Hill. In fact, before certain votes are made, Representatives and Senators frequently call key contacts. Staff members rely on people who visit

Rep. Bob Goodlatte (left), chairman of the House Judiciary Committee, got important feedback from ESA Government Relations Director John Chwat and ESA Government Relations Committee chair Lynn Comer during the most recent Day on Capitol Hill.

Page 8





Cont. on p. 10

www.ESAweb.org

2013 Vol. 2

Are you sure you want to permanently erase these items? Yes

Read more with your smartphone

No

People expect more from technology today — or in other words, less. Less cables, less equipment, less hassle. Why should video surveillance be any different? AXIS Camera Companion lets you offer cuttingedge network video also to customers with smaller areas to cover — giving them the advanced options they’re looking for today. AXIS Camera Companion records all video directly on each camera’s SD-card — so no need for DVRs, NVRs, extra cables, or even a computer during operation.

With superb HDTV image quality and remote and mobile live viewing, it’s a no-brainer for your customers. And with its easy installation, low maintenance and competitive price, it’s a dream come true for you. AXIS Camera Companion — the easiest way to network video surveillance. Get the Axis picture. Stay one step ahead. Visit www.axiscameracompanion.com

HDTV image quality • Direct recording on SD cards (no DVR needed) • Viewing apps for iPhone, iPad and Android • Cameras powered over the network • No PC needed for operation • Free viewing client • Scales easily from 1 to 16 cameras • Encoder support for analog cameras • No single point of failure

Cont. from p. 8

Members of Congress Can’t Afford to Ignore Feedback from Constituents them for their advice; therefore, it is very important for them to know about an industry. This is what “showing the flag” is all about. Your time is never wasted Spending time with a staffer, a Representative or a Senator is never wasted because making connections is important. ESA’s annual Day on Capitol Hill is vital for connecting with officials who

possible to influence the process by meeting with legislators or their staffs in their local district office in your hometown. Meetings at home are just as important as those in Washington. When Congress is in session, don’t expect your legislator to be at home. But when Congress is in recess, make a point of visiting the district office. This

of Day on Capitol Hill are given information sheets on each issue, and those are made available to ESA members throughout the year on the ESA website. Whether you meet your elected representatives in Washington or in your home state, face-toface meetings are a good way to nurture their friendship. Don’t let the naysayers say “But I’m nobody special. Why would they listen to me?” You are a taxpayer and a constituent! You are the reason these elected officials are in office – you are the boss. If you plan to meet with a legislator, please let our government relations team know. We’ll be happy to help you formulate your arguments and provide you with information, and we’d love to hear about the results of your meeting.

New York’s ESA delegation met with Daniel Rudofsky, a key staff member for Sen. Charles Schumer (D-NY) during the most recent Day on Capitol Hill. Every congressman values input from their constituents.

represent the states and districts where the association and its chapters conduct business. For the other 364 days of the year, visits made by ESA and the growing number of manufacturers, industry supporters and members are a key part of a government relations program that seeks to protect and preserve the business of selling, installing and maintaining electronic security equipment in homes and businesses throughout the country. If you weren’t able to attend ESA’s recent Day on Capitol Hill, it’s still

Page 10



may increase your chance of actually meeting the legislator. Senators and Representatives don’t spend all their time in Washington; they head home to be with their families and hear from constituents like you. In fact, Congress is only in Washington about 137 days per year. You can either schedule a meeting with elected leaders in person or engage them at a public event, such as a town hall meeting or fundraiser. If you don’t have time for either, just stop by and drop off an information sheet. Attendees



John Chwat

Director of Government Relations [email protected] 703.684.7703

www.ESAweb.org

2013 Vol. 2

C h a l l e n g e W h a t Yo u K n o w About Customer Loyalty by Asking the Right Questions By Kristen Simmons

Since customer experience is

my area of expertise, I find myself constantly evaluating my own experiences with companies and brands, particularly when it comes to a company I’ve done business with for a long time. I often ask myself: “What have they done to earn my business all these years?” Sometimes, I find that they’ve done very little. I’m still around because they simply haven’t upset me enough to make me look elsewhere. Particularly in an era where new players are entering the security marketplace at a blistering pace, loyalty is more important than ever. So how loyal are your customers? Are you providing an experience compelling enough to keep them around? And, perhaps most important: How do you know? First, let’s define loyalty. The American Heritage Dictionary describes loyalty as “a feeling or attitude of devoted attachment and affection.” We’re talking about customers who feel an emotional commitment to doing business with you, which means: •

They are less likely to leave.



They’re more likely to increase their spending with you over time.



They cost less to service.



They’re far more likely to refer you to others.

So, back to our very first question: Are your customers loyal? Most security companies I interact with would say yes. When I ask them

Page 12



how they know, here are the most common answers: •

“We provide a high level of service to our customers.”



“We have a low attrition rate.”



“Our customer satisfaction surveys tell us that our customers are happy.”

Let’s dig a little deeper into each of these areas. More than just a “gut feeling” If you work hard to provide a superior experience, it’s tempting to conclude that your customers are loyal. But studies show that instincts are tough to trust when it comes to how customers are feeling.

single-handedly causes residents to declare they would never lease from the company again. Just because you’re working hard to provide a great experience doesn’t mean it is received that way. To know how your customers are feeling, you need to go with more than your gut. Low attrition isn’t the same as loyalty The attrition rate – the rate at which your customers stop doing business with your company – is the most common benchmark related to loyalty in the security industry. This metric is typically calculated as the percentage

In a survey conducted by the global management firm Bain and Co., 80 percent of company leaders believed they deliver a superior experience to their customers. The harsh reality: Only 8 percent of their customers agreed. As an example, a client in the multi-family housing industry provides excellent service to tenants of its various apartment communities. The service and maintenance team are prompt and effective, the communities are lushly landscaped, and staff are known for hosting wonderful events. But too often, at the end of the lease, residents who clean their apartments – and perhaps even touch up the paint in the hopes of reclaiming their entire initial deposit – get hit with significant charges as the company readies the apartment for the next tenant. That one bad experience at the end of the lease



of total accounts that are discontinued over the period of a year. The inverse of the attrition rate is the retention rate, which many consider the loyalty rate. With an attrition rate of 9 percent, your retention rate is 91 percent. While that may sound encouraging, customers who don’t leave your company are not necessarily loyal. I’ve been with my local bank for 13 years, so they probably think I’m a loyal customer. But if I took the time to look, I’d likely find an

www.ESAweb.org

2013 Vol. 2

even better provider; it’s just not a priority. So it’s not that I make an active decision to give the bank my business every year. I simply don’t make an active decision to take it away.

droves every day. Inciting events, such as a service tech showing up late to an appointment or a better offer from a salesperson for the competition, can suddenly give a customer a good reason to switch.

In the security industry, that inertia is compounded by additional forces that drive high retention rates, such as multiple-year contracts, auto-renewal terms, and even alarm panels with “lock-out” features. Customers know they are “locked in,” suppressing any natural desire to shop around or to make switching providers a priority. Sure, that might bolster retention rates, but we can’t assume it means those customers are loyal.

Once again, there are better ways to understand whether your customers are loyal.

Customer satisfaction scores can be misleading The good thing about customer surveys is that you get candid feedback about your services directly from the customer’s mouth – feedback that can be very enlightening and help you improve your business. But as with attrition rates, be careful not to put too much stock in a number. The specific, valuable feedback provided in customer surveys is sometimes ignored in favor of distilling results down to a single metric. Quite often, it’s the “customer satisfaction score,” or percentage of customers who say they are satisfied with a company’s services. Unfortunately, that’s not as meaningful as many company leaders would like to believe. Feeling satisfied is very different from feeling loyal. People who are satisfied often feel that your services are “OK.” That may not be bad enough to drive customers to switch, but it’s rarely good enough to earn loyalty. The fact is, satisfied customers leave companies in

The right answers require the right questions Some of you may be thinking, “Maybe it’s true that my five-year contract and strict hold-‘em-toterm policies are contributing to my retention rate. But if business is good, what’s the problem?” After all, if customers keep coming back, why should you care what they’re feeling? Consider this question instead: What if you could not only understand how your customers are feeling, but use the information to drive stronger business performance? Another study by Bain & Co. tested a long list of customer survey questions, searching for the one whose answers best correlated with customers’ actual behaviors. They discovered that one question worked best for most industries: “What is the likelihood that you would recommend our company to a friend or colleague?” As the authors of this study explained: “High scores on this question correlated strongly with repurchases, referrals and other actions that contribute to a company’s growth.” This question has been dubbed “the ultimate question,” and the answers to it are the basis for calculating a company’s Net Promoter Score®, or NPS.

Leading companies across many industries – including Apple, Zappos, Home Depot, Charles Schwab, General Electric, JetBlue and Southwest Airlines – use the

score to improve their customer relationships and drive better business results. Another study of companies who use the NPS across a wide variety of industries found that NPS leaders, on average, grew at more than twice the rate of their competitors. Two excellent sources about the Net Promoter Score are at the website www.netpromotersystem. com, and the book, “The Ultimate Question 2.0: How Net Promoter Companies Thrive in a CustomerDriven World,” by Fred Reichheld and Rob Markey (2011). I’ll also be addressing how to use the Net Promoter score in your business at the ESX 2013 Supersession entitled “Build Your Customer Experience Workplan.” The right perspective will put you on the offensive NPS is just one tool for understanding how loyal your customers are. The important thing is to always be on the lookout for feedback — and question what’s behind the metrics and numbers you see — in order

Cont. on p. 14 2013 Vol. 2



www.ESAweb.org

Page 13

Cont. from p. 13

Asking the Right Questions to better understand how you can turn your “satisfied” customers into customers who are loyal. You want customers to be so happy with the way you treat them that they are eager to recommend you to others. Doing business with customers who feel loyal to you is intrinsically easier and less expensive than doing business with customers who are moderately satisfied (or worse, retained against their will). More importantly, with new, formidable companies entering the industry every day, customers who don’t feel a sense of loyalty to your company – and are presented with a growing array of choices and opportunities to switch – will be

Page 14



increasingly more likely to take their business elsewhere. You can take the offensive in this battle. Keep striving for the high levels of service you have worked so hard to provide, knowing that it’s just the beginning. Continue to look at attrition rates, but understand the factors that can drive them in either direction. Dissect the feedback you get from customer surveys, and act on it. Being OK is never good enough. Above all, make sure you’re always asking the right questions and working to improve the experience for your customers. They’ll reward you with loyalty, referrals and growth.



Kristen Simmons

Managing Partner Lightswitch [email protected] Kristen Simmons is a managing partner at Lightswitch, a firm dedicated to helping companies improve their customer experience and earn passionate advocates.

www.ESAweb.org

2013 Vol. 2

Nobody Delivers MORE Brands than ADI

YOUR BUSINESS DESERVES MORE

For orders, call 1.800.233.6261  For Systems Sales & Support, call  1.800.234.7971 On-line catalog @ www.adiglobal.com/us

intrusion

fire

video surveillance

ip solutions

access

power

audio/video

s

s

s

s

more products more locations more savings more support

network systems

telephony

central vacuum

tools & hardware

wire & cable

Shifting Legislative Landscape Casts New Light on Inclusion of A u t o m a t i c Re n e w a l Pr ov i s i o n s By Wendy Carlisle

Automatic renewal provisions, which are also called “evergreen clauses,” provide for automatic renewal of a contract for a set period of time after the initial term expires. They are common in alarm monitoring contracts, but recent trends may cause you to rethink whether to include the clause in future contracts. A typical clause reads something like this: The Agreement shall remain in force and effect for an initial term of three years. After the expiration of the initial term, the Agreement shall automatically renew for successive three-year terms until terminated in writing by either party by giving the other party notice at least 30 days prior to the termination. There are two reasons for including this type of clause in a contract. First, it ensures a recurring source of revenue from monthly or quarterly payments. Once the contract expires, if no

action is taken by the customer, the contract continues and so does the customer’s obligation to pay you. This is important in the alarm industry because alarm installers often rely on monitoring fees to recoup losses from any discounts provided on equipment and installation.

mainly through lobbying by consumers and small business trade groups, who are dissatisfied with these clauses in other areas, such as real estate leases. But the effect of these laws reaches beyond leases into many types of renewable contracts, including alarm monitoring.

Second, automatic renewals are administratively efficient. They allow you to focus on sales and monitoring, rather than the busy work of keeping track of which contracts are up for renewal. When the initial term expires, you can continue to provide service without giving the contract another thought.

At least 16 states have laws banning or restricting contracts that automatically renew – including Arkansas, California, Connecticut, Florida, Hawaii, Illinois, Maryland, New Mexico, New York, North Carolina, Oregon, Pennsylvania, South Dakota, Tennessee, Utah and Wisconsin.

Even with these benefits, however, this is one clause you may want to avoid, or at least curtail to a very short renewal period. Increasingly, automatic-renewal provisions are being scrutinized and subject to state laws banning or restricting their use. They have drawn attention from legislators

Each state’s law is a little different, plus new legislation is being enacted all the time, so educate yourself on your state’s requirements and follow them. Some laws specifically apply to certain types of contracts (such as security alarm services, health club memberships and leases) while others are broadly worded to apply to any contract for services. And some laws apply only to contracts with consumers, as opposed to commercial contracts. Broadly speaking, the laws fall into two categories: those that require conspicuous disclosure, and those that require conspicuous disclosure plus notice of the renewal before it happens. For example, California law applies to consumer contracts, rather than commercial, and is very specific in its requirements. When entering into a consumer contract that automatically renews or continues

Page 16





www.ESAweb.org

2013 Vol. 2

customer declines renewal or extension.

until cancellation, the company offering the contract must: •





Present automatic renewal offer terms clearly and conspicuously before the consumer makes the purchase. Obtain affirmative customer consent before charging or billing for the automatic renewal. Provide the customer with the terms of the automatic renewal and cancellation policies.



Offer user-friendly means of service cancellation.



Notify customers of material changes to the service agreement throughout the subscription period.



The deadline for the customer to decline renewal or extension.



A description of any increase in charges to the customer that will apply after renewal or extension.



A description of action that the customer must take to decline extension or renewal.

Again, these are just two examples of the variations in state law. Check your state’s law for the requirements imposed upon you. Penalties for non-compliance with these laws range from making the automatic renewal unenforceable to deeming your behavior a

Foremost, you’ll have happy customers. Customers don’t like being forced into contracts, even for services they benefit from and expect to continue using. Plus, they don’t like having one more thing added to their list of things to remember – their alarm services contract expiration date. Also, if you have to enter into a new contract with your customer every time their contract expires, it will ensure that your customer’s contract is up-to-date with the latest terms that comply with your state’s laws. Laws change, and you need to assess your contract terms regularly. If you have to enter into a new contract with your customer every couple of years, this provides the perfect opportunity

California law also defines what it means to be conspicuous: larger than the surrounding text, on in contrasting type, font or color to the surrounding text of the same size, or set off from the surrounding text of the same size by symbols or other marks, in a manner that clearly calls attention to the language. By contrast, the law in Wisconsin applies broadly for the lease of “business equipment” – regardless of whether it is a commercial or consumer contract – where the contract renews for more than one year. It requires disclosures about the automatic renewal at the time the customer enters into the contract and again before the automatic renewal, and requires the customer to sign the disclosure and initial the contract. At least 15 days but not more than 60 days before the deadline to decline renewal or extension, the customer must be provided with a written notice containing: •

A statement that the contract will be renewed or extended unless the

deceptive trade practice. The latter can subject you to a civil lawsuit or attorney general enforcement action with the potential for stiff fines and penalties. Alternatively, you can avoid the morass of compliance with automatic contract renewal laws altogether by removing the automatic renewal provision in your contract. I know this will increase your administrative work and require you to be more organized about your contracts. But the upsides are numerous.

for you to stay abreast of any changes in the law that affect your contract. It also provides a natural opportunity for you to get your customers to sign a new contract. Signing a new contract because the last one expired is more palatable than having your customer sign a new contract simply because the laws changed and you want your customer to sign a contract that has more favorable terms for you. Finally, interacting with your customer to sign a new contract every couple of years allows you a

Cont. on p. 18 2013 Vol. 2



www.ESAweb.org

Page 17

Cont. from p. 17

Casting New Light on Inclusion of A u t o m a t i c Re n e w a l Pr ov i s i o n s tremendous opportunity to meet face-to-face. This can solidify your connection and personal relationship with the customer. It also allows you an opportunity to inspect the alarm system to make sure it is working correctly, to suggest upgrades to the system, and to let your customer know about new state-of-theart products. In other words, it provides you with more sales opportunities. If you can’t meet the administrative hurdle of making sure all of your customers are under contracts that have not expired (admittedly a big hurdle for many businesses), I suggest shortening the renewal period to 30 days. This period of time is not long enough to run afoul of

automatic renewal laws, but it will make sure your customer is under contract after the initial term expires. This can buy you the time you need to sit down with your customer and enter into a new upto-date contract, but will not leave you exposed when a customer’s contract expires and you don’t have a new contract yet. In the end, you must decide what is right for your business. Certainly there are benefits to contracts that automatically renew. If you stick with automatic contract renewals, just make sure you follow the law in your state exactly. But don’t continue with the practice just because that’s what you’ve always done. Think about deleting this provision from your

contract. There are plenty of positive aspects for a business that is organized and intent on providing good customer service.

Wendy Carlisle © 2013 Wendy Carlisle is an attorney who represents alarm companies as part of the Minneapolis-based firm of Leonard, Street and Deinard. She can be reached at [email protected], or through her blog at www.alarmlaws.com.

SECURITY INDUSTRY ® RECRUITING CENTER The premier recruiting resource for the electronic security industry.

www.securityindustryrecruitingcenter.com

Page 18





www.ESAweb.org

2013 Vol. 2

IP and PoE over Coax with eBridgePlus... only from Altronix

eBridgePlus Ethernet over Coax/PoE Adapters • High-performance and cost-effective solution to transmit IP video, data and power over coax cable up to 1500 ft. • Supports PoE and PoE+ cameras and access control devices • Eliminates labor and costs of deploying new cable • Auto detection and protection of legacy non-PoE cameras/devices

More than just power.™ [email protected] altronix.com 1.888.258.7669

MADE IN THE U.S.A. • LIFETIME WARRANTY

T h e B e s t A d v i c e : Yo u C a n K e e p a Local Broker and Still Get Business Insurance from SARRG By Michael J. Keegan People turn to advice columnists for all sorts of problems – everything from relationships and romance to how to uninvite the in-laws at Christmas. Whatever the problem, there’s a columnist somewhere who’s ready to give their two cents’ worth. So imagine if there was an advice columnist specifically for the security industry. I’ll call her Integrator Annie….

Dear Integrator Annie, I’m faced with a problem that’s keeping me up at night, and I don’t know what to do. Please help me – you’re my only hope! I have owned an alarm company for many years. By all accounts, the company has been a huge success. In fact, I am now employing my children and I hope to turn the business over to them someday. My biggest concern, the thing that keeps me awake all

night, is being named in a lawsuit or having a significant loss from a jobsite accident. I have general liability and errors and omissions insurance coverage through a local agent who is also my neighbor, fellow Rotarian, my daughter’s best friend’s father, part of my weekly golf foursome, a member of my church … well, you get the picture. Here’s the problem: I have heard about this great insurance program developed by the Electronic Security Association (ESA), a professional group of which I am a member. The insurance is through Security America Risk Retention Group, or SARRG. It was founded in 2003 specifically to offer custom designs, professional errors & omissions and general liability insurance for its member companies, and it is owned by those insured “shareholder” companies.

We’re talking about a financially stable insurer rated B++ by AM Best and re-insured by Lloyd’s of London, an A.M. Best ‘A’ rated company. I have talked with many of the shareholders, alarm company owners like me, and they all rave about the service and coverage they receive. Most say they have saved a considerable amount of money on their annual premiums. In fact, one of my peers told me how effective SARRG had been in fighting a claim because of the in-depth knowledge the claims manager has – he is a 30 year industry veteran! I will be attending the Electronic Security Expo (ESX) in Nashville from June 17-21, and SARRG is a significant sponsor of this event and many chapter events around the country – one more reason to give my business to SARRG! Logic tells me that I should obtain a free quote and get my insurance from SARRG, but my heart is telling me to stay loyal to my local broker and keep my friendship. What should I do? Signed, Awake and Alarmed

Dear Awake and Alarmed, Security America RRG President Michael J. Keegan recently received the 2013 Mission 500 Humanitarian Award, which honors outstanding charitable efforts by security industry members. Among Keegan’s philanthropic endeavors is his participation in Teton Youth and Family Services (TYFS), a program that helps guide young adults. Each year, he also spearheads a golf tournament that raises more than $35,000 for the TYFS program. Mission 500 is a nonprofit organization dedicated to serving the needs of children and communities in crisis. The award was presented by George Fletcher, one of Mission 500’s founders.

Page 20





I can understand not wanting to take your business away from your local broker. After all these years, it would

www.ESAweb.org

Cont. on p. 23 2013 Vol. 2

Be Smart.

Be Strategic. Be Secure. Plan For Liability With Security America Risk Retention Group Insurance Specific to Your Industry Developed with industry expertise, Security America RRG offers affordable and stable insurance for alarm dealers, system integrators, central stations and locksmiths. Discover the potential savings on your policy plan and find security knowing we are reinsured by A.M. Best ‘A’ rated companies. For a ‘no-fuss’ quote, please call 866.315.3838 or visit us online at www.securityamericarrg.com.

Security America RISK RETENTION GROUP

A s k a B u r g l a r : A I R E F - F u n d e d Re s e a r c h Sheds Light on Habits of Intruders, Effectiveness of Deterrents By Bob Ogle

There’s no better way to figure

out what motivates a burglar than to go directly to the source: Just ask the burglar. A groundbreaking study released by the University of North Carolina at Charlotte examined hundreds of convicted offenders to gain an unprecedented look inside the mind of a burglar, providing remarkable insight into an intruder’s motivation and methods. The report, “Understanding Decisions to Burglarize from the Offender’s Perspective,” was conducted by Dr. Joseph B. Kuhns of the university’s Department of Criminal Justice and Criminology. Funding was provided by the Alarm Industry Research and Educational Foundation (AIREF). AIREF funds research and education that provide valuable information used by public safety officials, consumers and the industry to make communities across the nation safer. “This study adds to our understanding of burglars, their motivations and their techniques,” Kuhns said. “It also helps us gain insights into the impact of

better understand how to protect themselves against these crimes.” Burglars chosen from three states University researchers dug deeply into the decision-making processes and methods of 422 incarcerated male and female burglars selected at random from three states: North Carolina, Kentucky, and Ohio. The 64-page study revealed the burglars’ motivations, target-selection strategies, techniques, gender differences, and effectiveness of deterrence factors such as burglar alarms and video surveillance. According to the study, a majority of burglars considered the presence of alarms, outdoor cameras, surveillance equipment and other deterrents when choosing a potential residential or commercial target. Approximately 83 percent of the offenders said they would attempt to determine if an alarm was present before attempting a burglary, and 60 percent said they would seek an alternative target. This was particularly true among the subset of burglars who were more likely to spend time deliberately and carefully planning a burglary.

About half of the survey respondents reported engaging in residential burglary, while 31 percent committed commercial burglaries. Nearly 90 percent indicated that their top reason for committing burglaries was related to the need to acquire drugs or money. demographic differences, such as gender. By asking the burglars themselves what motivates and what deters them, we believe this research can help people

Page 22



Among those who discovered the presence of an alarm while attempting a burglary, half reported they would discontinue the attempt, while another 31 percent said they would sometimes retreat. Only 13



percent said they would always continue the attempt even after an alarm had been discovered.

Other findings included: The presence of video surveillance was also an effective deterrent. Nearly 60 percent of the burglars said they would consider the presence of cameras or other video equipment when selecting a target; more than 40 percent said that would be a factor in prompting them to choose another target. Nearly 90 percent of the respondents indicated their top reason for committing burglaries was related to the need to acquire drugs (51 percent) or money (37 percent), which was often used to support drug habits. About half reported engaging in residential burglary, while 31 percent committed commercial burglaries. Most burglars reported entering open windows or doors or forcing

www.ESAweb.org

2013 Vol. 2

windows or doors open. Only about one in eight burglars reported picking locks or using a key that they had previously acquired to gain entry.

more likely to gather intelligence about a potential target ahead of time. Women appear to be more impulsive overall, engaging in “spurof-the-moment” burglaries. Women also indicated a preference to burglarize homes and residences during the afternoon, while men tend to focus on businesses in the late evenings. And drug use was the most frequently reported reason given by women (70 percent) as a motive for burglary, while men cited money as their main motivation.

Differences between men, women A considerable portion of the research dealt with differences between male and female burglars. For example, men tend to plan their burglaries more deliberately, and are

One thing didn’t change across gender, however: Alarms and surveillance equipment were equally effective deterrents for both men and women, although female burglars were more often dissuaded from attempting a burglary if they noticed signs suggesting that a particular location was protected by alarms. In addition to Kuhns at UNC Charlotte, other researchers are Dr. Kristie R. Blevins, Eastern Kentucky University; and Dr. Seungmug “Zech” Lee, Western Illinois University.

AIREF, which funded the study, is a tax-exempt foundation that serves as the research arm of the electronic security industry. AIREF has financed research and education for consumers, industry professionals and public safety officials since being founded by ESA in 1977. For more information and to read the study in its entirety, go to www.AIREF.org.

Bob Ogle

Communications Specialist [email protected] 972.807.6813

Cont. from p. 20

SARRG Allows Use of Local Brokers be difficult to sever the business relationship and still maintain the personal bond you have. The good news is, you don’t have to! SARRG allows access to its insurance coverage through your local broker.

You can maintain the relationship with your broker, your broker will receive a commission, and you’ll get the benefit of the finest insurance coverage available for a company like yours. SARRG is your best choice in insuring against the risks a company like yours takes. To save time, get a free quote or more information by calling Cheryl Jones at: (866) 315-3838 or email her at: [email protected] Thanks for asking! -- Integrator Annie

2013 Vol. 2



Michael J. Keegan

President Security America RRG [email protected] 307.413.5844

www.ESAweb.org

Page 23

Ta k e A d v a n t a g e o f E S A M e m b e r s h i p o r L e a v e M o n e y o n t h e Ta b l e MEMBER BENEFITS & BUSINESS SOLUTIONS

TRAINING & CERTIFICATION $1,000s

Security America Risk Retention Group

Professional Development and Training Discounts

Offering stable and competitively priced general liability including errors & omissions (E&O) policies Member Savings Program and ESAvings $1,000s Member-exclusive discounts and incentives for many of the products and services your company purchases on a regular basis Security Industry Recruiting Center

PUBLIC AWARENESS AND MARKETING SECURE+ Initiative

$500

I N T E G R AT O R

GOVERNMENT RELATIONS

National Media Exposure $500 The conservative value of having your company information on ESAweb.org or Alarm.org which directs potential customers, industry professionals or consumers to do business with ESA member comapanies

State Licensing Guide $375 A guide to licensing requirements in all 50 states is available to members at no cost Monthly Legislative Updates $500 State legislative updates posted on the ESA website; this $500 value represents the average cost for one company to receive legislative information for one state during a one-year period

Communications

se

c

ty

12

20

e

lin

ws

rly

ock st

on

rs Pe

ein W

e:

Discounted Event Pricing $500 Receive members only pricing on ESA educational and networking events such as ESX, Day on Capitol Hill and ESA Leadership Summit

Page 24



is rco on is th De Ma Jacks ip E. ard e sh org ra Aw lar Ge ns Sa rial ho Sc wi mo uth Me



g

ar

e Ye

th of

su

Events and Networking Priceless Invaluable opportunity to network with fellow members and potential customers

Ne

ni

me

for

e Ko

vid

Da

.org web 2 .ESA me www 3 Volu 201

n

tio

na i ur

Yo h: 12 20 nners searc int Wi Re EF s Po AIR rglar’w Bu Vie of

Member Resources Priceless Dedicated Member Service Center for calls and inquiries, and resource guides on topics such as E&O insurance, customer contracts, government relations and public relations

Priceless

Company Credibility

Affiliation with a reliable 60-year-old national association gives you credibility with your customers and gives you an edge over competitors

In

ADDITIONAL MEMBER SERVICES

Priceless

Enjoy the benefits of proactive public outreach efforts showcasing your expertise in the lifestyleenhancing features of today’s integrated security systems. Consumers will know they can trust your company for all of their integrated security needs and more

Discounted job board offers an average of $500 savings over non-members

Industry Watchdog and Advocacy Priceless Monitoring of legislative activity on all levels to alert members when their businesses may be affected and provide guidance and advice on the most pressing issues and pending legislation

$100

National average member-exclusive savings for each National Training School (NTS) course

e

Th

ESA communications distributes press releases and articles to the consumer press annually reaching more than 200 million readers and provides a quarterly magazine - Security Nation, a quarterly print newsletter - Stay Connected, weekly e-newsletter - ESA Integrator, monthly e-communications - NTS News and Government Insider, as well as e-Alerts reporting to member companies on issues surrounding the security industry and providing resources needed to help grow their businesses

Can you afford NOT to be a member? Contact the ESA Member Service Center at 1-888-447-1689

www.ESAweb.org

www.ESAweb.org

2013 Vol. 2

Discover ESA Membership It’s Where You Belong

Since 1948, the Electronic Security Association has given security businesses a competitive edge by p r o v i d i n g t r a i n i n g , c e r t i f i c a t i o n , g o v e r n m e n t representation, invaluable networking opportunities, professional development tools, discounted products and services, timely industry information and guidance.

JOIN TODAY! 888-447-1689 www.ESAweb.org

Yo u t h M o v e m e n t I n f u s e s S e c u r i t y I n d u s t r y with Healthy Dose of Strength and Vitality By Stan Martin

ESA didn’t start the youth

movement in the electronic security industry, but its leadership sets an example for companies and other associations in our field.

This bodes well for our industry’s future. We will continue to grow stronger as an industry through the efforts and contributions of newcomers, working together with

that is rapidly changing because of information technology. It’s important to share collective knowledge with the next generation, while at the same time being wary of hand-picking successors. Being inclusive increases diversity at the leadership level of associations. That brings many benefits, like new ideas. It also ensures that associations keep pace with the rapid nature of technological change. By opening the door to new blood, we bring in employees who better understand newer technologies and how they can be leveraged for the good of your company and our industry.

ESA’s Young Security Professionals (YSP) met most recently in April in Las Vegas.

Every business and organization needs a succession plan. That includes involving the next generation in critical decisions. For several years now, ESA has offered a variety of sessions at key events such as the Electronic Security Expo (ESX) and ESA Summer Conference in Nashville, as well as the annual ESA Leadership Summit, held earlier this year in Orlando, Fla. By opening these doors, ESA ensures the appearance of new faces, the consideration of new ideas, and the implementation of new solutions.

those who carry a long track record of accomplishment. ESA’s Young Security Professionals (YSP) is a networking group for security professionals nationwide between the ages of 25 and 45. It provides education, mentoring, support and a sense of community to the industry’s next generation, cultivating these up-and-comers to be tomorrow’s leaders.

While the housing downturn drove down security system installations during the past four years, another trend has affected companies that manufacture, sell, install, service and monitor electronic security systems. That trend is the age of the people involved in the security industry.

One of the biggest things each of us can do in the security industry – regardless of our company, position or field – is to foster opportunities for new individuals to get involved in decision-making capacities. That means helping to mentor newcomers, and being mindful that our “years of experience” or “time served in the industry” don’t guarantee we have all the right answers.

SIAC salutes ESA and other associations for taking steps to seek out younger members and encourage them to step into participatory roles.

Our experience should teach us that we recognize the need for new blood that will keep our business models thriving in an economy and industry

Page 26





We suggest sharing lessons learned, charting trends, explaining statistics and getting out with new individuals to give them better hands-on experience regarding what they will face. Mentor or help them develop team building and communication skills to navigate the mine fields of trade association politics. This gives them the tools to succeed. That’s what we all should want. Let’s get behind it.

www.ESAweb.org

Stan Martin

Executive Director Security Industry Alarm Coalition [email protected] 972.377.9401 Follow SIAC at www.twitter.com/siacinc or their blog at www.siacinc.wordpress.com

2013 Vol. 2

MEMBER SAVINGS PROGRAM of time and money, now offers collective buying power through our Buying Group Alliance, made up of more than 250,000 businesses. ESA members are seeing immediate value and reporting an average of 20% savings!

We encourage you to register for this free value-added program & start saving today!

Suppliers include:

Facility Maintenance Products 5% discount on all catalog items and FREE standard shipping

Uniform & Site Services Average 60% off uniform rental rates & 25% off catalog pricing

Fuel Save 3.5-4.5 cents per gallon

Discount Health Services Save up to 40% on Health, Dental, Vision and Pet Care

Small Parcel Auditing Guaranteed REFUNDS on all FedEx & UPS failed shipments

Telecom Audit Receive a 10% discount. Right size your existing plans

Freight Shipping Minimum of 70% discount on LTL and freight shipments

Payroll Services Minimum 25% off of payroll processing services

Tires 23% off light truck/SUV/car tires & 44% off commercial tires

Office Supplies 40%-70% off the “Top 300 Items” and minimum 12% discount

Office Supplies Save up to 90% off everyday low prices & FREE next-day delivery

Uniforms & Site Services National rental rates and 25% off on uniform purchasing

Register today at

www.ESAweb.org/MemberSavingsProgram 2013 Vol. 2 www.ESAweb.org For more information, please contact the ESA Member Service Center at 1-888-447-1689

Page 27

Congratulations to ESA’s

2013 Winners

Youth Scholarship Program

This year, with Vivint’s sponsorship of $10,000, ESA awarded $20,000 in scholarships to children of first responders through the Youth Scholarship Program. ESA and participating state chapters have proudly awarded more than $390,000 in scholarships to youth around the nation since 1996.

Cameron Hein 1st Place First-place winner Cameron Hein of Pinckney, Mich. was awarded $10,000 for his outstanding academic achievements, impressive essay and community service activities. As a student who resides in a state without a participating ESA chapter, Cameron applied directly to ESA and won the $1,000 first place prize as ESA’s national nominee and then competed with each of the 19 participating chapter winners. Cameron graduated from Pinckney Community High School with a 4.0 GPA. He has been active in the Boy Scouts since 2000 and achieved the rank of Eagle Scout last summer. He also served as a member of the Pinckney Marching Band and Wind Ensemble as well as a varsity athlete on the tennis and swimming teams. Cameron also dedicated time to his community by coaching a youth basketball team. Carl Hein, Cameron’s father, is a fireman at the Ann Arbor Fire Department. Cameron says this about his father, “I have an immeasurable amount of pride in my dad. He sacrifices everything on a daily basis, including his life to protect the safety of others. The influence of my dad has inspired me to use my talents and interests to work for the safety of others.” Cameron will attend Purdue University in the fall. He plans on attaining a degree in engineering and using his knowledge to solve rescue service problems and further enhance the safety of others.

Courtney DuBois 2nd Place Courtney DuBois of Chandler, Ariz. won first place in the Arizona Alarm Association Youth Scholarship Program and was awarded the $5,000 second place prize in ESA’s national scholarship program for her scholastic achievements, essay and community involvement. Courtney graduated in the top two percent of her class from Hamilton High School with a 4.8 GPA and is a distinguished leader in her community serving as president of the Hamilton High School National Honor Society and spending her free time working with disabled children through equine therapy. Courtney’s father, Dan DuBois, is a fire marshal at the Gilbert Fire Department. In her application essay, Courtney said “[My father’s] dedication and work within the community has molded and evolved my character.” This fall, Courtney will attend Arizona State University where she will study biomedical engineering.

Page 28





www.ESAweb.org

2013 Vol. 2

Allison Gordon 3rd Place Allison Gordon is the third-place winner of a $3,500 scholarship. Allison is a recent graduate of Carlsbad High School in Carlsbad, Calif. As a student, Allison was involved in the Future Voters of America and the National Honors Society. Allison’s father, Mark Gordon, is a firefighter at the Miramar Fire Department. This fall, Allison will attend the University of California, Berkeley.

Ellen Bley 4th Place Ellen Bley of North Bend, Ohio is the fourth-place winner of a $1,500 scholarship. Ellen graduated from Mother of Mercy High School with a 4.39 GPA. For the past several years, Ellen has been a member the National Honor Society and an active volunteer within her community. Timothy Bley, Ellen’s father, is a law enforcement officer at the Cincinnati Police Department. Ellen will attend the University of Notre Dame this fall.

Scholarships from Chartered Chapters Re co g n i z e O u t s t a n d i n g Ac h i ev e m e n t s by C h i l d r e n of E m e r g e n cy Re s p o n d e r s Each year, ESA members honor

the academic and extracurricular achievements of sons and daughters of emergency responders through the ESA Youth Scholarship Program. This year, 19 ESA Chartered Chapters participated in the national scholarship program with each chapter awarding $1,000 or more to winners. Throughout the year, chapters raise money through golf tournaments and special events. These programs allow members to be a part of a great cause, have fun and network. Winners from each chapter are submitted to ESA to compete for the national scholarship along with a winner from a non-participating state, chosen by ESA. This year, the amount of scholarships from ESA and its Chartered Chapters totaled more than $62,000. In addition, Vivint stepped up as exclusive sponsor of the 2013 Youth Scholarship Program through its generous contribution of $10,000. The extra sponsorship dollars allowed ESA to increase its national awards with a $10,000 scholarship to the first-place winner, $5,000 for second-place, $3,500 for third and $1,500 for fourth. If your chapter isn’t involved in this important program, consider joining. It’s a great way to give back to your public safety partners and acknowledge what they do to protect our community. For more information about starting a Youth Scholarship Program in your state, contact ESA Vice President of Communications and Public Relations Laurie Knox at 888-447-1689, ext. 6825 or by email at [email protected].

Page 30



Congratulations to ESA Chartered Chapter Youth Scholarship Winners ARIZONA ALARM ASSOCIATION 1st Place ($7,000) Courtney DuBois (Chandler, Ariz.) 2nd Place ($3,000) Krista Evers (Prescott, Ariz.) CALIFORNIA ALARM ASSOCIATION 1st Place ($3,500) Allison Gordon CONNECTICUT ALARM & SYSTEMS INTEGRATOR ASSOCIATION 1st Place Fire ($1,000) Stephanie Deccy (Burlington, Conn.) 2nd Place Police ($500) Morgan Imossi (Berlin, Conn.) ESA OF FLORIDA 1st Place ($1,000) Gayle Schoen (Coral Springs, Fla.) GEORGIA ELECTRONIC LIFE SAFETY & SYSTEMS ASSOCIATION 1st Place ($1,500) Alison Parker (Chatsworth, Ga.) ESA OF INDIANA 1st Place ($1,000) Hope Williams (Greenfield, Ind.) 2nd Place ($500) Zane Atzhorn (Indianapolis, Ind.) KENTUCKY ELECTRONIC SECURITY ASSOCIATION 1st Place Police ($1,000) Britney Ellis (Frankfort, Ky.) LOUISIANA LIFE SAFETY & SECURITY ASSOCIATION 1st Place ($1,000) Amanda May (Shreveport, La.) 2nd Place ($500) John Madden (Haughton, La.) NEVADA SECURITY ASSOCIATION 1st Place ($1,500) Mekell Peterson (Henderson, Nev.) 2nd Place ($1,000) Michael Kelso (Boulder City, Nev.) NEW JERSEY ELECTRONIC SECURITY ASSOCIATION 1st Place ($1,500) Kerrianne Conner (Dumont, N.J.) 2nd Place ($1,000) Kristen Wimberg (Smithville, N.J.)



NEW YORK STATE ELECTRONIC SECURITY ASSOCIATION 1st Place Fire ($500) Joshua Van Wert (Schaghticoke, N.Y.) 1st Place Police ($500) Allison Downs (Lakeway, N.Y.) NORTH CAROLINA ELECTRONIC SECURITY ASSOCIATION 1st Place ($1,500) Emma Marx (Cary, N.C.) ESA OF OHIO 1st Place ($1,000) Ellen Bley (Cincinnati, Ohio) PENNSLYVANIA BURGLAR & FIRE ALARM ASSOCIATION 1st Place Fire and Overall Winner ($1,000) Courtney Radel (Spring Glen, Pa.) 1st Place Police ($1,000) Joshua Ruth (Ephrata, Pa.) TENNESSEE ELECTRONIC SECURITY ASSOCIATION 1st Place ($1,000) Grant Fisher (Sevierville, Tenn.) 2nd Place ($500) Cody Jordan (Etheridge, Tenn.) ESA OF UTAH 1st Place Police and Overall State Winner ($1,000) Shelby Bywater (Magna, Utah) 1st Place Fire ($1,000) Jade Taylor (Farr West, Utah) ESA OF VIRGINIA 1st Place Winner ($1,500) Maegan Walton (Clifton Forge, Va.) ESA OF WASHINGTON 1st Place Police and Overall State Winner ($1,500) Jennifer Holmes (Rochester, Wash.) 1st Place Fire Winner ($1,000) Rachel Nelson (Walla Walla, Wash.) WISCONSIN ELECTRONIC SECURITY ASSOCIATION 1st Place Fire and Overall State Winner ($1,000) Alexis Humphrey (Eau Claire, Wis.) 1st Place Police Winner ($1,000) Michaela Yopps (Montello, Wis.) ESA NATIONAL NOMINEE 1st Place ($1,000) Cameron Hein (Pinckney, Mich.)

www.ESAweb.org

2013 Vol. 2

Get Involved in ESA’s Public Awareness Campaign Today!

Are you helping consumers and business owners

Connect, Protect and Control their homes and businesses? Learn more at www.secureplusweb.org Working with security integration companies, manufacturers and service providers, the Electronic Security Association (ESA) established the SECURE+ Initiative as a way of increasing public awareness of the lifestyle-enhancing features offered by ESA Members.

Weinstock David Koenig Morris F. Weinstock Person of the Year

Back in 1981, David Koenig

faced a dilemma. He was operations manager of a clothing retail chain with more than a dozen stores, but there was one snag: Clothing just didn’t seem like a good fit for his career plans. Fortunately, David didn’t have to look far to find an answer. Since his duties included hiring locksmiths and security companies to protect the company’s stores and central warehouse, he had made a number of connections with various integrators and had become familiar with many facets of the industry.

His dedication to the industry started by working 40-hour weekends and the stress that comes with a dispatcher’s job. The lack of sleep alone would have been enough to turn others away, but not David. He quickly discovered that his new career would satisfy his need to help others. A few months later he moved into security sales in the same company, which satisfied his desire to make some money.

Once he realized that retail clothing wasn’t a satisfactory choice as a career, David said, “I started looking to find out what would be good for the long term. Security made a lot of sense to me. I really did select the industry as something where I thought I could do good and where I could make money.” His path to becoming a leader in the industry, as well as at ESA, is a story about finding your passion in life and tirelessly pursuing it. His latest milestone is being nominated as the 2012 Morris F. Weinstock Person of the Year, which recognizes his outstanding individual achievement and continued efforts on behalf of the association. It’s just the latest chapter in a tale that began nearly 32 years ago and has led to his current role as partner at Capital Fire & Security and Capital Lock in Madison, Wis. After leaving the retail business, David worked odd jobs over the next several months until security crossed his radar again. When presented with an opportunity to work as a monitoring station dispatcher, he accepted without hesitation.

David Koenig, the Morris F. Weinstock Person of the Year, with his wife Bobby.

Eventually, he went on to become general manager and partner of Capital Security Systems, Wisconsin’s second-largest security company at the time. After years of appearing to effortlessly balance his volunteer work and career, many people wonder how David does it. He chalks it up to having good business partners. “I have great partners. I can’t emphasize that enough,” David said. “That’s how I’m able to devote time and resources to industry efforts.” David’s involvement with ESA began in 1985 with the Wisconsin Burglar & Fire Alarm Association

(WBFAA), which is now known as the Wisconsin Electronic Security Association (WIESA). Throughout his time with WIESA, David has served in capacities such as chairperson of numerous committees, treasurer, vice president and president. In 2006, WIESA honored David’s continuous support with a Lifetime Membership, an award that has only been bestowed on eight volunteers since the chapter’s inception. On the national level, David has aided in the positive growth and direction of ESA by serving in various leadership positions including six years as treasurer of the Executive Committee and Board of Directors, assistant treasurer of the Political Action Committee and chairperson of the Budget/Audit Committee. Additionally, David assists with the management of the association’s investment portfolio as the Investment Committee chair. David’s contributions to the association earned him the 2010 Sara E. Jackson Memorial Award, an honor given annually to a committee chair who has displayed outstanding leadership. In recent years, David has been instrumental in the creation of ESA’s Training Trust Fund, which is charged with the implementation and oversight of ESA’s National Apprenticeship Program, the largest endeavor since the creation of the National Training School. The program officially launched in October 2012 and David has worked tirelessly with ESA volunteers and staff to ensure its success. David’s nomination and selection as the Morris F. Weinstock Person of the Year is proof that his hard work with ESA and the industry is appreciated and hasn’t gone unnoticed.

Cont. on p. 34 Page 32





www.ESAweb.org

2013 Vol. 2

Now, the only thing easier than installing access control is using it. For high-end technology that works right out of the box, count on TruPortal. Working seamlessly with the TruVision™ video line, TruPortal secures small to mid-sized businesses with no additional server to make it easy on you and your customers. Learn more at interlogix.com/access.

© 2013 Interlogix. All rights reserved.

Cont. from p. 32

W e i n s t o c k P e r s o n o f t h e Ye a r “David always provides great thoughts, direction, planning and leadership in everything he does,” said former Morris F. Weinstock winner and Past President Mike Miller. “This guy is humble, thoughtful and supportive to this organization. He is a visionary, but he’s also able to root out the details. He is a huge support to every president he has served under and ready to give advice when asked. David has been a real asset to ESA and this industry he has served.” ESA President John Knox said, “David has gone above and beyond the ‘normal’ duties of a volunteer to help this association. Under his leadership as treasurer, ESA has experienced unprecedented growth and financial stability. The amount of hours he dedicates is indicative of his passion for, and belief in, this association and industry.”

David’s efforts include working with President John Knox and the Board of Directors as ESA’s treasurer.

George A. Weinstock, son of Morris F. Weinstock, said David was chosen “in recognition of his fine work for the industry these past many years.” “This great honor is a tribute to everything David has done for ESA and the security industry,” said Dan Budinoff, recipient of last year’s Morris F. Weinstock Person of the Year award. “I can’t think of a better person to succeed me as the winner of this award.”

Page 34



David also dedicates his time to organizations outside of ESA and WIESA. He currently serves as treasurer for Security America Risk Retention Group and holds an officer position for his local chapter of the American Society of Industrial Security. Any remaining free time David has is divvied up between sports, gardening and riding his 1998 Harley-Davidson Road King motorcycle. Not unlike other Wisconsinites, David is a proud Packers fan and season ticket holder. With a few more months remaining before he breaks out his gold and green jersey, he has plenty of activities planned for the mild-Wisconsin summer, including golfing, putting a few more miles on his Harley, and planting a vegetable garden. First presented in 1970, the Morris F. Weinstock Person of the Year Award is given in grateful appreciation for outstanding individual achievement and continued efforts on behalf of the association. The award was initiated by the family of Morris F. Weinstock to honor the lifetime work of the ESA co-founder and past president. Earlier this year, ESA revealed David as the recipient of the Morris F. Weinstock Person of the Year award at the 2013 ESA Leadership Summit in Orlando, Fla. David formally received his award on June 18, 2013 during the ESA Weinstock and Jackson Awards Celebration at the Electronic Security Expo (ESX) in Nashville, Tenn. The 2012 Morris F. Weinstock Person of the Year award is graciously sponsored by Interlogix, ESA’s exclusive Diamond Strategic Partner. David was surprised, even more than everyone else in attendance, when the Weinstock award was announced this year for the first time at Leadership Summit instead of ESX.



“I’m truly honored to become a member of such a distinguished group of individuals,” he said. “They represent the finest traditions of service and excellence in our industry, both in the past and present.” He said the award was particularly meaningful since it places him alongside another Wisconsinite, Robert W. Shirley, who won the Weinstock award in 1976.

As an avid fan of the Green Bay Packers, David raises a miniature helmet during a tour of Cowboys Stadium at ESA Leadership Summit 2011 in Dallas.

“I worked with Bob on state association matters in the 80s,” David said. “I became involved in what was then the NBFAA because of the person he was. He was an obvious leader who never even shared the fact that he was a Morris F. Weinstock honoree.” The Weinstock award is ESA’s highest honor, but after three decades in security, David shows no signs of stopping in pursuit of his passion. He’s still fueled by his love of the industry and his need to help others. “A variety of things motivate me to stay active within the association,” he said. “Some of it is giving back to the industry; some of it is the great people in the industry,” he said. “And if I want to continue to work, I need to keep learning. I think the best way I can do that is with my peers in ESA.”

www.ESAweb.org

2013 Vol. 2

get into the cloud

We’re meeting the growing demand for video in the cloud with MAXPRO® Cloud 3.0. No wonder the cloud services market is growing — using hosted video systems can save businesses an average of $1,500 a year versus a traditional DVR. Now there’s more reasons to get into the cloud with Honeywell’s awardwinning MAXPRO ® Cloud 3.0. Store video in the cloud or locally, get instant email alerts using direct clip link to notify you if there’s an event or system problem. Plus, the new MAXPRO Cloud Dashboard lets you monitor facilities in real time, ensuring the protection of your assets. Take your security to new heights with MAXPRO Cloud—anytime, anywhere. Get the facts with a Free MAXPRO Cloud Infographic at www.maxprocloud.com.

Watch the video to learn more

MAXPRO Cloud 3.0 is now available. Request a live demo at www.maxprocloud.com or call 800-323-4576 today! © 2013 Honeywell International Inc. All rights reserved.

Jackson George De Marco Earns Sara E. Jackson Memorial Award

Each year, ESA’s president has

the privilege of choosing the Sara E. Jackson Memorial Award winner, a volunteer who has exhibited exceptional skill leading an ESA committee, task force or board. This year’s recipient is someone who – literally and figuratively – stands head and shoulders above almost anyone. George De Marco is the deserving 2013 winner, not just because of the remarkable impact he has made on ESA, but for his contributions to the entire industry. George is a leader in every situation – advising, counseling, contributing and working wherever he’s needed. His knowledge, experience, intelligent leadership and inclusive style make him the go-to guy. He has been active in the security industry since he founded The Greater Alarm Company in Irvine, Calif. in 1981. George sold the company in 2007 and became a consultant for the industry and a volunteer for ESA. It’s easy to point to specific, highprofile instances of George’s influence. As the chair of the Electronic Security Expo (ESX), he has become the face of ESX. He creatively runs the planning process, guiding the educational components and recruiting general session and seminar speakers. He makes personal contact with each speaker, preparing them for the event. He moderates innumerable panels and many of the sessions and seminars, donating his time and energy to help build a stronger security industry. George commits a tremendous amount of time to working with ESA staff and volunteers on everything from the strategic vision of the event down to minute special event details and programming. He is very handson as it relates to most aspects

Page 36



of ESX and the growth of ESX is a testament to his leadership skills and attention to detail. De Marco is also the chair of ESA’s Executive Strategic Partner program. In this role, he is actively involved in soliciting major sponsorships from the industry’s suppliers that enable ESA to fund many of the important programs and initiatives that members are able to utilize. George puts in countless hours working with ESA staff to ensure the association is connected to key industry professionals, positioning ESA for continued success. He also works behind the scenes to ensure the success of ESA’s Leadership Summit by recruiting session speakers, which relate to topics slated for ESX, and serving on panels. His positive outlook and innovative ideas make him the ultimate team player and because of that, he knows everyone and everyone knows him. He is a trusted voice for the industry, tackling every challenge with enthusiasm and perseverance. He regularly provides insight on key industry issues as a guest author for trade magazines as well as on his personal security-focused blog – www.insecurityblog.com. His forward-thinking attitude and remarkable intuition have made him a security innovator, as well as a coveted speaker, moderator, presenter and panelist for industry events. Outside of his volunteer efforts, George is managing partner at DECO Ventures, a firm that helps companies achieve operational and market excellence by implementing essential and sustainable business practices necessary for dynamic corporate growth.

Honeywell, ESA’s Platinum Executive Strategic Partner. It’s just the latest recognition of his dedication and passion; he has received a number of other accolades, including the 2007 ESA President’s Award and the CAA George A. Weinstock Award. ESA President John Knox, recipient of the 2000 Sara E. Jackson Memorial award, had no doubts in his selection of George for this latest honor. “I’ve known George for many years and I can testify that he serves this industry selflessly day in and day out,” Knox said. “George is a spirited

George is a knowledgeable, entertaining speaker who is in demand at industry shows nationwide.

and talented volunteer who goes above and beyond what is expected of him. His diligence as the chair of ESX has given us the ability to make the tradeshow – an event that some thought was doomed to fail – the third-largest show in our industry, and we’re still growing. This award is very prestigious and I can’t think of an individual more worthy of this honor.”

The Sara E. Jackson Memorial award, which is named in honor of ESA’s president from 195051, is graciously sponsored by



www.ESAweb.org

2013 Vol. 2

Companies Face Challenges, Use Creative Approaches for Development of Human Capital By John Galante

Human capital is defined as the

Harn told the audience that RFI has invested in a senior HR manager who is strongly focused on recruitment of excellent technical staff. She qualifies candidates based on detailed criteria of the job, uses social media to reach out to potential candidates, and is going to job fairs geared toward returning military to find tech candidates.

The recent ESA Leadership Summit in Orlando featured a breakfast panel discussion that offered the views of four association and industry leaders:

She said that one recruitment challenge for RFI is the lack of a solid methodology for evaluating

stock of competencies, knowledge, social and personality attributes, including creativity, embodied in the ability to perform labor that produces economic value. It is the combination of who you select to be on your company team, and how you train, develop and position them for success.









Todd Gaito, Sales & Marketing Manager, Wayne Alarm Systems, Lynn, Mass. Todd is immediate past chairman of the Young Security Professionals (YSP) group. Dana Klesh, President, United Alarm Services, Brookfield, Conn., YSP council member, CASIA president.

Finding and on-boarding the best people The first part of the session focused on sourcing and on-boarding of new employees.

Page 38



“We can train the technical skills required and mentor the coaching ability,” Block said. “But if the individual does not have above-

Human Capital Development Activities

Trevor Block, Vice President of Field Operations, Guardian Protection Services, Warrendale, Pa. Trevor is also Vice Chair of ESA’s Installation & Service Professionals (ISP) group. Dee Ann Harn, CEO, RFI Security and Communications, San Jose, Calif., who is also Chair of ESA’s Executive Management Professionals (EMP) group.

as well as tech school job fairs and military recruiters. One weakness they’ve found with online recruiting services is the inability to analyze the candidate’s communication skills. This is an increasingly important skill-set for a technician, who must have the ability to train and communicate to the customer.

Very Important

Somewhat Important 30%

68%

Sourcing quality technical staff

Most Important 30%

Training and developing existing staff

65%

32%

31%

Sourcing quality sales staff

65%

30%

24%

32%

60%

Training and developing new hires Effectively communicating changes to staff

49%

43%

Developing effective comp. plans for sales staff

49%

43% 49%

Developing effective comp. plans for tech staff

43%

Sourcing quality administrative staff

43%

44%

Developing recognition programs for staff

42%

44%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

technical expertise. They currently rely on the applicant’s certifications or their word-of-mouth reputation, and confirm their technical expertise from references and from others who might know the candidate in the industry. Gaito said that Wayne Alarm Systems counts on referrals from current employees, along with Craigslist classifieds. He also said that Wayne has found a solid source by prospecting at vocational schools. In Guardian’s case, Block said that the company is also using online services like Monster and Craigslist,



average communication skills, we will move to the next candidate.” Guardian is working to improve its phone interview script to better assess communication skills. In terms of on-boarding new techs, RFI’s HR department orients the new hire to the company; the manager then orients the new hire to the position. There is still a lot of on-the-job (OTJ) training, with some processes and procedures documented. Typically there is a “buddy” assigned to help a new hire become familiar with the company.

Cont. on p. 40

www.ESAweb.org

2013 Vol. 2

Connectivity Connectivity

• •

Security Security

• •

Solutions Solutions

North America’s Largest Independent Security Distributor Intrusion • IP Video • CCTV Access • Fire • Audio Communications Hardware

Over 55 locations across the US and Canada Tri-Ed Distribution 888.874.3336 (Branch Sales) | 800.366.4472 (Technical Sales) | www.tri-ed.com

Cont. from p. 38

Creative Approaches for Development of Human Capital At Wayne, Gaito said, “Typically new technical hires go through a training period with an experienced technician until we feel he is ready to go out on his own.” Klesh’s United Alarm is focusing on recruitment of techs with more IT skills, driving its on-boarding and training to a greater understanding of security and the industry vs. technical knowledge. Guardian has developed a modular training program which starts with classroom learning modules and then progresses to field OTJ training to reinforce the subject curriculum. For sales staff, our panelists were using employee referrals as well as online recruiting sources such as LinkedIn, Monster and Craigslist. But most bemoaned not having an obvious source for this talent, such as tech vocational education schools. More and more, the panelists are looking outside the industry for sales reps who can communicate the lifestyle benefits of today’s systems as strongly as the peace of mind and life safety benefits. “RFI sales hires receive a playbook associated with the type of sales they will be doing—including manufacturing training on the features and benefits of the products,” Harn said. “We also have specific administrative staff who walk sales hires through our Salesforce CRM and assign a ‘buddy’ to help a new hire become acclimated to the company.” Training and developing experienced staff Panelists also discussed training and development of experienced staff members. For example, Block said that Guardian places a big priority on training existing tech staff on soft skills such as communications and customer service. The company is also developing a mentoring program to teach leadership skills to

Page 40



existing techs and technical skills to new recruits. Wayne Alarm leans heavily on Honeywell’s Dealer Development Group for training that keeps both techs and sales people up to speed on new products and skill development, while RFI is focusing on developing a formal career path structure that provides a roadmap of required certifications. RFI is working with Paychex on this system as well as ways to track certifications for its staff. With the rapid changes in product features and benefits, the panelists unanimously requested that manufacturers pick up the pace of training updates to maximize staff efficiency. Another major challenge is evolving staff skill sets in response to new product and service offerings, such as interactive services. “Guardian has been on an awareness campaign to educate everyone in the company (receptionists, billing clerks and customer service representatives) on the functionality of the new products and services,” Block said. Harn added: “It’s hard to balance the training time for sales staff to learn new services and keep up their revenue goals.” “It took a little while for our sales staff to understand interactive services like Total Connect, and a little bit longer to buy into it,” Gaito said. “Now that we’ve grasped it, we’re learning how to create a better value proposition to generate more sales of it.” Guardian, which has long been a strong player in residential integrated systems, is trying to expose its technical staff to various training sources in addition to vendor training, including HVAC, IT networking, Z-Wave networks, locking hardware and lighting.



“We are finding that the vendor’s tech support is only comfortable to a point,” Block said. “We are installing unified systems that may include four different manufacturers, so we need to be the experts.” Evolution continues for human capital development The challenges and requirements of human capital development for security integration and monitoring companies will continue to grow. Whether it’s “getting the right people on the bus” as best-selling business author Jim Collins puts it, or training and retraining staff, companies need to look at their systems and approaches continuously to make sure they are suited to the challenges. ESA can help on many fronts. ESA’s Professional Groups provide research, information and ideasharing opportunities to get on top of the challenges (see a companion article on industry compensation on page 42). ESA’s National Training School is an invaluable source of education—not only on product and technical topics, but on general industry knowledge and sales. Dozens of sessions at ESX in Nashville (www.esxweb.com) are focused on human capital development. Get more involved and connected with ESA and get the help you need in this key area of leading and managing your company.

John Galante

President AE Ventures [email protected]

www.ESAweb.org

2013 Vol. 2

We have a different take on image quality.

Image usability.

Image quality is always important, but the benefits that your customers get from video surveillance are really determined by how they will use the images. For overview monitoring or extreme detail? Perimeter protection or license plate recognition? Viewed, recorded or both? Is the image optimized for their end use? We make it easier, by focusing on image usability first. We share our experience and competence, and offer a comprehensive range of image-enhancing features – like

remote zoom and focus, megapixel and HDTV – so your customers can benefit fully from the industry’s broadest portfolio of network video products. And, to ensure that they have hands-on access to essential expertise in IPsurveillance system installation and support, we partner with more than 56,000 specialists worldwide. As the world leader in network video, we aim to help your customers make the most of their video surveillance capability. Get the Axis picture. Stay one step ahead. Visit www.axis.com/imageusability

AXIS P5534 PTZ Dome Network Camera: HDTV 720p, 18x optical zoom, H.264.

SMP Survey Digs Deeper Into Compensation and Benefits Offered by Security Integrators By Shannon Murphy

Recently, ESA’s Sales &

Marketing Professionals (SMP) group conducted a survey of ESA members that took a deep dive into compensation and benefits offered by security integration organizations. Compensation and benefits are always hot topics and, despite high unemployment numbers over the last few years, we hear that ESA members struggle to find qualified staff. As a result, we designed this survey to serve as a benchmark for our members and help them learn more about best practices related to compensation and benefits. The survey captured compensation data across many functional areas including executive management, sales, marketing, operations, technical, design, and administration, with the goal of giving members a comprehensive snapshot of how other companies structure their compensation plans, utilize independent contractors, and which benefits they most commonly offer. Here is a quick glimpse of the survey respondent profile: •

84 percent of respondents have been in business for more than 10 years.



Average annual revenue is $3.9 million.



Average number of full-time employees is 72, while the median number of full-time employees is 14.

The survey showed that respondents use independent contractors or outsourced labor in the following areas: •

Installation technicians (37 percent);



IT (35 percent); and



Designers / engineers (19 percent).

We asked owners how they handle their own compensation and found that nearly half (47 percent) take an annual salary and share of company profits; 37 percent pay themselves an annual salary only, and 16 percent solely derive their income from company profits. The survey revealed the following average hourly rate and annual salaries paid by job function: Avg. Hourly Rate

Avg. Salary

Executive Manager/ General Manager

$42.44

$113,041

Project Manager

$25.85

$61,440

Administrative/ Customer Svc./ Clerical

$15.40

$33,959

Entry-level Sales

$13.70

$32,822

Entry-level Installation Technician

$13.85

$27,927

Experienced Installation Technician

$21.70

$45,602

Service Technician

$22.49

$45,929

IT/Network Specialist

$27.78

$60,370

Security System Designer/ Engineer

$29.94

$59,655

Fire Alarm Systems Designer/ Engineer

$28.09

$61,571

Operations Manager

$28.83

$67,239

Marketing

$22.90

$56,476

In addition to the average hourly rates and annual salaries across the various job functions, the

survey also took a close look at the compensation structures for sales staff. The findings are varied and show that ESA members use different metrics when paying commission to sales staff. The survey found that 11 percent pay sales staff 100 percent commission, while the majority (66 percent) provide a base salary plus a commission on sales. The majority of companies base sales commissions on margin (35 percent), followed closely by RMR and profitability. The survey also revealed that the average total compensation (salary plus commission or bonuses) for sales staff is just over $71,000. We also asked how companies handle fuel expenses related to sales and found that 45 percent of sales staff enjoy the benefits of a company car or fuel card. Alternatives to providing company cars and fuel cards included a fuel allowance (29 percent), mileage reimbursement (23 percent) and allowing salespeople to claim miles as tax deductions (20 percent). Bonus pay is also something that the survey investigated, finding that 82 percent of respondents offer some form of bonus pay. Thirty-nine percent of respondents based bonuses on overall company profit, while 33 percent based their bonuses on a set amount.

Cont. on p. 44 Page 42





www.ESAweb.org

2013 Vol. 2

Cont. from p. 42

SMP Survey Digs Deeper Into Compensation and Benefits During the economic downturn of 2007 through 2009, many companies were forced to cut back on employee benefit offerings. The chart below shows what our members currently offer their staff.

This compensation survey is a useful tool for ESA members, providing a snapshot of compensation and benefit plans employed by ESA member companies. Many different packages are offered and no two

Worker's Compensation

88%

Paid Vacation

87%

companies are alike. With this information, you can see how your company plans compare with others in the industry and perhaps glean some new ideas to help you attract and retain quality talent.

82%

Paid Training

80%

Health Insurance 67%

Paid Certification

Shannon Murphy

55%

401k Plan 0%

20%

40%

60%

80%

100%

Vice President of Sales and Marketing Shannon. [email protected] 972.807.6835

NICE TOUCH Introducing an all new touchscreen keypad. This ultra thin 5” scrollable touch display with animated icons, local weather & the simplest one-touch arming your customers have ever seen. It’s backwards compatible with existing DMP panels, features your company logo and nicely priced, starting at $124 with built in Prox. Learn more at dmp.com/touchscreen

®

One more reason to choose DMP.

l

877-725-1114 dmp.com

Page 44





www.ESAweb.org

2013 Vol. 2

ESA Chapter Updates Find out the latest news and events from ESA’s Chartered Chapters Louisiana

Alabama

Plan to attend the Alabama Alarm Association’s (AAA) Summer Meeting at the Island House Hotel in Orange Beach, Ala. on July 10-11.

Connecticut

Join your peers for food, music and fun at a Lobsterbake and Barbecue held by the Connecticut Alarm & Systems Integrators Association (CASIA) on June 27. This lively event will take place at the Jacky Durrell Pavilion at Penfield Beach in Fairfield, Conn. from 6 p.m. to 10 p.m.

Kentucky

The Kentucky Electronic Security Association (KYESA) is planning its next General Membership Meeting, which will be held on Aug. 23 at the Audubon Country Club in Louisville, Ky.

The Louisiana Life Safety Security Association (LLSSA) hosted five required courses for licensing this year. In addition, the LLSSA Apprenticeship Program continues to be successful and is now in the second semester. 

Nevada

North Carolina

The North Carolina Electronic Security Association (NCESA) recently held the 2013 NCESA Convention and Trade Show on May 9 at the Embassy Suites Hotel in Concord, N.C. Attendees enjoyed a day of learning, food and a trade show featuring the latest technologies.

The Nevada Security Association (NSA) Licensing Committee continues to work with city of Las Vegas to update the language in the city code for electronic security company licensing.

Utah

New York

Join ESA of Washington for the WAESA 12th Annual Golf Tournament on July 9 at the Elk Run Golf Course in Maple Valley, Wash. It will be a day of fairways, fun and fundraising for the WAESA Youth Scholarship Program.

The New York State Electronic Security Association (NYSESA) is holding the NYSESA Annual Membership Meeting and Conference on Aug. 7-8 at the Desmond Conference Center in Albany, N.Y.

ESA of Utah will hold the Big Vendor Show and Expo in Park City, Utah on July 11-13. To register, please call Michelle Best at (385) 229-2120.

Washington

7800 Series Touchscreen Keypad

2013 Vol. 2



www.ESAweb.org

Page 45

Ke n t u c k y A l a r m Co m p a n y S t e p s U p for School Security by Donating Panic Buttons to 27 Facilities Mourners across the nation

faced a flood of emotions last December after the Sandy Hook Elementary School shootings in Connecticut – shock, grief, an overwhelming sense of loss, and powerlessness. But there was also a question that hung like a cloud over every community: How can we make our schools more secure?

for some resistance, and possible questions about underlying motives. In a time of tight budgets, with school security being an item that hadn’t been a top priority for major expenditures, the offer was embraced. Within a few weeks, 27 systems were installed in what

The concept was relatively straightforward. When David studied the events at Sandy Hook, he saw that by most standards, the facility had good security with cameras and access control. But they were of little use once the gunman shot his way through the door. What might have

While attending a memorial service near his home in Somerset, Ky., David Morris, president of ESA member company Modern Systems Inc., quickly came up with an answer. “It came to me in an instant,” he said. “I’m in a position to do something that can make a difference. I knew I had to do it, and I knew I couldn’t charge anything for it. If I did that, I’d just be somebody else with another proposal on the table, regardless of what the price was.” Before heading home after the service, he quietly mentioned to his pastor and to a local assistant principal that he wanted to put panic alarms in every school in the county. That low-key promise has had a high-profile impact on the safety of students and employees in 27 schools and educational facilities in Pulaski County, not to mention their families and the entire surrounding area. “I knew immediately what I was going to do,” he said. “There were going to be three panic buttons in every school, each one strategically located. I never wavered from that plan, other than adding some features. My only concern at that point was, how can I sell the idea to the superintendents?” Facilities in the region range from city and county schools to administrative buildings and programs such as Head Start. When David contacted the superintendents, he was prepared

Page 46



This is what enhanced security looked like for 27 schools before it was installed by Modern Security, Inc.

ultimately came to be known as “Operation Security Blanket.” There was no charge for installation, monitoring or equipment, David said, “directly or indirectly, now or in the future.” He won’t be specific about how much the project ultimately cost in equipment and labor, including a huge chunk of time invested in training every school employee involved in the project.



made a difference – a simple panic button, one of the most basic tools in the business – wasn’t part of the security scenario. “It was a missing piece of the puzzle,” he said. “It was a small piece, but it was a critical piece. Most threats are detected at the receptionist level in a school, and they have nothing. Panic buttons make perfect sense.”

www.ESAweb.org

2013 Vol. 2

They make a difference because of their simplicity: Pressing the button for five seconds sends a silent alarm to a monitoring station, which contacts local law enforcement without the risk of call-back verification. That gets first responders rolling as quickly as possible. It doesn’t have to be a SWAT team, David said, just someone who can quickly arrive at the scene and begin dealing with the situation when every second counts. The button also sends a text or e-mail message to faculty and staff members on lists that are managed by the school systems, quickly alerting them of the situation. The system can be used in all types of scenarios, he said, not just when guns are involved. The buttons are for any situation that would normally cause someone to dial 911.

The positive feedback has been greater than David ever imagined. He’s heard from security companies from Florida to Idaho looking for information and advice. He has been invited to meet with the mayor of Lexington, Ky., in mid-May, and also to travel to Philadelphia to speak with a group there. Operation Security Blanket is far from complete. “Hopefully, it’s going to continue to grow,” he said. “When security companies call me, my role is simply to tell them what I’ve done, encourage them to do the same thing, and offer my assistance in any way, as long as they’re going to do something for no charge.” David hasn’t actively sought attention for the program. In fact, ESA learned of his efforts only by monitoring industry news on the Internet.

Learn More To find out more about Operation Security Blanket, contact Modern Systems at 800-252-7664 or go to www.modernsystemsinc.com.

Tell Us Your Story We’d like to hear more from member companies like Modern Systems who are doing good things in the community. Please contact ESA’s communications staff at [email protected], or 972-807-6813; or [email protected], or 972-807-6811.

“This wasn’t for publicity,” he said. “I could never have come up with an ad campaign or marketing campaign that would have been this successful. But I’ve got stacks of cards and letters from people I don’t know, that I’ve never met. I’ve been overwhelmed by the response.”

Cause for the Paws: ESA Gives Back t o t h e Wa r r i o r D o g F o u n d a t i o n a t E S X ESA has always demonstrated a strong commitment to our armed forces as a way of saying thank you to those who put themselves in harm’s way to safeguard our security. Last year, for example, ESX attendees pledged more than $20,000 to the Wounded Warrior Project as part of ESA Gives Back, the association’s charitable and philanthropic program. This year, there’s a twist: ESA is turning its attention to those who put themselves in harm’s way to safeguard our armed forces. ESA Gives Back has selected the Warrior Dog Foundation as its official charity at ESX this year. If that sounds a little unusual, consider this: When it comes to combat duty, a Warrior Dog isn’t your average Huckleberry Hound. These Special Operations Forces dogs are highly trained battlefield partners capable of detecting explosives, tracking insurgents, pursuing and apprehending attackers, and thriving in conditions that would be unfavorable for humans. They even jump from planes. They are fast, agile, tough,

2013 Vol. 2

relentless, and unwavering in their dedication and loyalty. Much of what these special operations canines do is classified, but one thing is clear: Dozens of special operations dogs have died in battle, and even more have sustained serious trauma, so that human lives could be saved. Former Navy SEAL Mike Ritland established The Warrior Dog Foundation not only to support the Special Forces dogs who have been injured or retired from active duty, but also as a way of supporting the special operations community and their families. Dogs are typically placed for adoption, though a few aren’t suited for family life because of injuries or temperament issues. The foundation also works to educate the public about the importance of the dogs, and the role they play in battle. Ritland, who also trains dogs for special operations duty, knows from personal experience the difference they make in the field. “When you see these dogs operating in the capacity they can, using their nose and finding explosives,



your level of comfort (in battle) absolutely skyrockets,” he said in a recent interview on 60 Minutes. “You know that you’ve got one of the best-trained, best equipped working dogs out in front of you that has your back.” More information is available at www.warriordogfoundation.org.

www.ESAweb.org

Page 47

E x p o n e n t i a l G r o w t h i n Te c h n o l o g y C r e a t e s an Exponential Need for Learning By Michelle Yungblut

Throughout the many years I

have been in continuing education leadership, I have frequently been asked questions regarding the amount of resources – time and money – one should dedicate to employee development and training. Obviously, the answer depends upon many factors. People usually don’t like it when I respond, “Well, that depends.” Therefore, I tend to respond by asking them to have a seat. In all seriousness, the subject of training is complicated, and is often overlooked or oversimplified by business owners. Some business owners simply disregard training due to funding or priorities, or they only train employees when forced because of licensing or regulation requirements. The majority of companies have great training for on-boarding, but once that is completed, the opportunities for learning in a formal environment become non-existent. The message I try to communicate about training is that it is a lifelong process, and one that doesn’t fit into a set timeline or script. Due to its reliance on emerging technologies, the concept of lifelong training applies even more so to the electronic security industry.

Some of the messages include: •

The top 10 in-demand jobs for 2012 did not exist in 2004.



We are currently preparing students for jobs that don’t yet exist, using technologies that haven’t been invented, to solve problems that are not yet identified.



The quantity of new technical information is doubling every two years.



For students starting a four-year technical degree, half of what they learn in their first year of study will be outdated by the time they reach their third year of study.

This is staggering information that should create a sense of urgency for those in the electronic security industry. The industry’s communication systems rely more and more on technological innovation. Knowing that new information and innovations are developed every two years means that learning has to be continuous. There will always be something to study or be aware of.

A YouTube video called “Did You Know?” has received a lot of publicity in the last two years, and it had a profound impact on me. It presents statistics about technology and the global population, and I strongly encourage you to watch it.

ESA’s National Training School recognizes that the need to know is exponential, and we are working to build an education program that supports this need. Utilizing the very technology that makes continuing education so critical, we plan to bring learning opportunities to our customers in innovative ways.

What does it have to do with training? Everything! It reveals the exponential growth of technology, and with it the need to continuously learn and stay ahead.

This does not mean that we are going to abandon our foundational courses, such as the instructorled Certified Alarm Technician (Level 1) or Fire Alarm Installation

Page 48





Methods. But we will be adding to our menu of courses so that we can support the industry’s need to continuously learn via online resources, webinars and continuing education portals available on your mobile devices. These new delivery modes will allow us to bring you the latest content in a faster and more efficient manner. This change will not happen overnight, but it will happen soon, so keep an eye on NTS – we are continuously growing and learning! Are you?

Michelle Yungblut

Vice President of Training and Certification [email protected] 972.807.6830

www.ESAweb.org

2013 Vol. 2

NTS IS WIN - WIN - WIN The definitive source for training and certification for the security industry.

For the business owner... “We needed a way to train one of our installers to be a service professional and found the perfect answer in NTS’s new Troubleshooting, Service and Maintenance Course.” James Lee Owner, Alarmguard Security Greensboro, NC

For the employee... “The TSM course taught me the troubleshooting mindset. It gave me a framework and comprehensive approach to servicing, and the instructor had the practical field experience that made for real-world learning. The course guide is so useful I bring it on all my projects and jobs!” Scott Bonifant Technician, Alarmguard Security Greensboro, NC

For the customer... Customers are always looking for indicators of quality and professionalism when they select a security integration company. NTS training and certifications are some of the most important factors customers consider.

NTS classes give students the perfect opportunity to validate their practical experience in the industry by learning about the more technical aspects of electronic security. Knowledge gained on the job is reinforced through specifically tailored course instruction that benefits professionals, regardless of their experience level.

Explore the world of NTS TRAINING and certifications at www.ESAweb.org/nts or call us at 866-636-1687.

®

Three Simple Steps Can Soften the Impact of N e g a t i v e O n l i n e Rev i e w s By Jeaneen Bengtson

“DO NOT USE THIS COMPANY.” That’s the first sentence of an actual online customer review for a security company. It’s apparent that the reviewer shared his experience in an effort to deter potential customers, but is a negative online review really an effective way to achieve that goal? The short answer is yes. A 2012 study conducted by SearchEngineLand.com revealed that approximately 72 percent of consumers surveyed said they trust online reviews as much as personal recommendations. Not only are more consumers doing online research before making purchases, but more customers – both satisfied and unsatisfied – are sharing their experiences with companies on review websites such as Yelp. With more than 36 million reviews, Yelp is one of the most popular review websites, but it’s not the only place consumers can spill the beans. They can pen reviews on Angie’s List, Google, Yahoo, MerchantCircle and even on your company’s social media pages. Not all reviews are bad; in fact, Yelp reports that 80 percent of the reviews posted on its website are positive (three or more stars on a five-star scale). But even good companies fall victim to the dark side of online reviews. While your products and services may be truly exceptional, at some point you’re likely to encounter a customer who is less than thrilled with your company. Every business – even Zappos.com, a company widely recognized because of their stellar customer service – gets a poor review occasionally.

Page 50



So what do you do if your company gets a negative review? The best way to counteract naysayers is to address them. Here are three steps to help you handle negative comments about your company in a professional manner. Transparency is key The painful truth about online reviews is that many popular review websites don’t let business owners delete or change reviews from consumers. Business owners are only permitted to provide a response. Social media pages are a different story, however. Since you have complete control and can easily monitor what is posted about your company, it’s tempting to delete negative comments. But unless the post contains vulgar or derogatory language, don’t delete it. Social media is all about transparency; accept the criticism and move on to the next step. Read, read and read again The first time you read a negative review, you may take it personally and get angry. Instead, take some time to cool down, then read the



review again. Make sure you really understand why the reviewer is upset, even if that means reading it a third time. By reading the review multiple times, you will be able to see the situation from the customer’s point of view. In addition, you will be able to spot spam reviews and bogus comments left by bitter former employees or competitors. Those reviews aren’t worth the time or effort it takes to respond. Respond with respect After you have assessed the situation and determined it’s a legitimate complaint, it’s time to respond. When you address the criticism, always speak to the reviewer and future audience in an honest, empathetic tone. An acceptable response is made up of three parts: an apology, steps to improvement and an offer to follow up offline. Remember to speak like a human and personalize your response to each review. Here’s an example: “Hi, Mary. Thank you for taking time to share your experience with ABC

www.ESAweb.org

2013 Vol. 2

Security Company. I apologize that we did not meet your expectations. It shouldn’t have taken so much time to troubleshoot your security system. We are taking the necessary steps to

improve the problem and make sure that it doesn’t happen again. I regret the inconvenience, and I would like to make this right. Please contact me so we can discuss the situation further.

Our number is 555-555-1212; ask for Richard. I hope to speak to you soon, Mary.” Never argue with a customer and don’t make excuses for the problems they experienced with your company; it could result in an additional negative review. If you offer to take the discussion offline, be available and ready to deliver a better experience. While you can’t control what your customers say about you, you can control the way your company reacts. Respond to and learn from your customers’ critiques. It could change the way your potential customers view your company and that can have a big impact on your bottom line.

Jeaneen Bengtson

Communications Coordinator [email protected] 972.807.6811

Jumpstart your year! ATTEND THE 2014 ESA LEADERSHIP SUMMIT The Industry’s Kick-Off Event for C-Level Executives to Engage, Recharge and Capture New Ideas to Fuel Company Growth!

R

2014 Leadership Summit

JANUARY 2014 | FLORIDA

Inside ESA: Membership and Election C o m m i t t e e s ; S c h o l a r s h i p Ta s k F o r c e Membership Committee

Elections Committee

Chairperson Sam Fiske Smoky Mountain Systems General Manager / Chief Operating Officer / Secretary / Treasurer It’s almost a sure bet that if there’s a major ESA event going on, you’ll find Sam Fiske in attendance and lending a helping hand wherever he can. Sam has been active in the association for more than 15 years, and in addition to being chair of the Membership Committee, he currently serves on ESA’s Board of Directors as well as the Investment Committee. He’s also treasurer of the North Carolina Electronic Security Association (NCESA). Start in the industry: “I got my start 17 years ago at Smoky Mountain Systems through my friendship with (ESA past president) Dom D’Ascoli, originally as marketing director. I was in the insurance business prior to coming in with him.” Favorite music: Southern gospel. Hobbies: “My wife and I have an RV, and we travel in north Georgia and western North Carolina. Starting in April, we go out just about every weekend for about seven months. We sing Southern gospel music, and we’ll perform at churches, fund-raisers, nursing homes, and places of that nature. We’ve also got a condo in Charleston, S.C., and we spend time there.” Best piece of advice you’ve ever gotten: “I think it’s important to know people in any area of business who can assist you. I don’t pretend to be an expert in any area, but depending on the question, I know who to call on who’ll give me good solid advice.” Committee members: Vice Chair Kelly Bond, Alarm Capital Alliance; Katie Bally, Davis Marketing Group; Paula Eller, ITZ Solutions!; Ralph Manento, Royal Security Solutions; Pat Shea Remes, Connecticut Alarm & Systems Integrators Association (CASIA); Jon Sargent, Tyco Integrated Security, EC Liaison; Merlin Guilbeau, ESA Executive Director; Chris Heaton, ESA Vice President of Membership and Chapter Relations, Staff Liaison; Mike Hampton, Staff Liaison.

Page 52





Chairperson Chet Donati DMC Security Services President

In addition to being a longtime businessman in the security and monitoring industry, Chet Donati has had many careers, including serving as a policeman, owner of a policeequipment supply shop, and working as part of the space program. As president of the Illinois Electronic Security Association (IESA), he’s particularly proud of being honored in 2012 as ESA’s Chapter President of the Year. Start in the industry: “I’ve been in the business since right after high school. I worked for a coin shop that had no alarm, and we got broken into. One of the companies we called was Kedzie-Kane Alarm, which was started by John Poile’s father.” Poile would later serve as president of ESA, then known as NBFAA, from 1965 to 1967. “They came out and installed an alarm for us, but I found a glitch in the system. Mr. Poile was impressed and thought I was smart enough that I could work for them, so I started working on weekends as a runner.” Favorite music: Classic rock, especially from the 60s and 70s. “I like the old rock and roll, but sometimes I jump back and forth between that and jazz.” Favorite movies: “The Bridge on the River Kwai” or “Von Ryan’s Express.” “I like action movies; I’m not much on romances. I like those two movies because they deal with characters who face insurmountable odds to escape to freedom.” Hobbies: Coin-collecting and target-shooting. “I’ve been an NRA-certified instructor since 1980.” Committee Members: Charles (Dom) D’Ascoli, Smoky Mountain Systems; Ray Jones, Buckeye Protective Service; Mike Miller, Moon Security Services; Karen Maples, Stanley Security Solutions; John Knox, Knox Integrated Systems, EC Liaison; Merlin Guilbeau, ESA Executive Director.

www.ESAweb.org

2013 Vol. 2

Thank You to our 2013 Day On Capitol Hill Sponsors! Congressional Directory, Diamond Dinner, Hospitality Sponsor

Scholarship Task Force

Chairperson Kelly Bond Alarm Capital Alliance Sr. VP for Sales &Sponsor Marketing Congressional Directory, Platinum Reception In her role at Alarm Capital Alliance, Kelly is responsible for increasing sales through acquisitions and driving the overall marketing and business-tobusiness development strategy for the Gold Lunch Sponsors company. She is also vice chair of ESA’s Membership Committee and is active in the Young Security Professionals (YSPs). Start in the industry: Kelly has been with Alarm Capital Alliance since 2005. She got started in the security industry in 1997, with Breakfast SLP Capital, to assist loan customers in marketing their Silver Briefing Sponsors businesses. Favorite music: “I like everything from country to contemporary Christian music to hard rock ... just about anything but elevator music and heavy metal.” Favorite movies: “I’m definitely a fan of the Bond movies. I’m

not sure that I have one favorite movie, but I loved Skyfall (the most recent Bond movie), and Moonraker is another one of my favorites. I also enjoy documentaries and historical movies.” Who was the best James Bond? “My favorite 007 was Sean Connery. He just epitomizes what you’d expect Bond to be, suave and debonair with the right persona. Roger Moore is my second favorite.” Hobbies: “I cherish my time with my family. Anything outdoors! I like playing golf, even though it hates me!” Travel: “I’ve had the opportunity to go to a lot of very interesting places, and I probably enjoyed Cairo, Egypt the most. It was amazingly exotic. I could have watched the people there for hours. It’s a culture so strikingly different from anything I had ever seen or was familiar with.“ Connectivity Security Solutions Committee members: Ralph Manento, Royal Security Services; Beverly Bailey, ESA of Ohio; Robert Michel, Valley Alarm; Jean Novy, Wisconsin ESA and Kentucky ESA; Pat Shea Remes, (CASIA); Brad Schoenfeld, Vector Security; Ralph Sevinor, Wayne Alarm Systems, EC Liaison; John Knox, Knox Integrated Systems, ESA President; Laurie Knox, ESA Vice President of Communications and Public Relations, Staff Liaison. •



Thank You to our 2013 YSP Partner Members!

Membership Has Its Benefits MEMBER BENEFITS & BUSINESS SOLUTIONS Stable and affordable general liability and errors & omissions insurance designed for alarm dealers, systems integrators, central stations and locksmiths. Re-insured by A.M. Best ‘A’ rated companies, coverage of up to $5M is available. Visit www.securityamericarrg.com or call 866-315-3838 for more information. Member Savings Program Free value-added program desigined to save you and your company significant time and money. Register at www.ESAweb.org/MemberSavingsProgram and start saving today Security Industry Recruiting Center®

ESAvings Exclusive member to member benefit program providing discounts and incentives for many of the products and services your company purchases on a regular basis. Visit www.ESAweb.org/ESAvings to check out the current offers Security Industry Marketplace

Post jobs and connect with individuals interested in a career in the electronic life safety, security and systems integration industry.

A comprehensive search engine that allows you to streamline your search for industry-specific products and services.

Visit the ‘Business Solutions’ section of www.ESAweb.org for more information

TRAINING AND CERTIFICATION

®

The training provider most recognized to meet licensing requirements and is the definitive source for professional development and technical training for the electronic life safety and security industry. ESA members enjoy discounts on over 2,500 professional development and business skills courses online, in the classroom and private custom training, as well as course accreditation.

www.ESAweb.org/NTS Our federally-recognized National Apprenticeship Program addresses the industry’s need to remain competitive by investing in the development and continuously upgrading the skills of the electronic security industry workforce.

www.ESAweb.org/Apprenticeship

PUBLIC AWARENESS

I N T E G R AT O R

Working with security integration companies, manufacturers and service providers, ESA established SECURE+ as a way of increasing awareness of enhanced digital and interactive services offered by member companies. Promote your expertise in lifestyle-enhancing features of today’s integrated systems by joining the SECURE+ Initiative.

Connect + Protect + Control www.secureplusweb.org

GOVERNMENT RELATIONS

DAY ON CAPITOL HILL

ESA is the voice for its members in Washington, D.C. and on the state and local level, lead by our government relations director and lobbyist, who has more than 30 years of experience representing the electronic security industry on Capitol Hill. The government relations department serves as an industry watchdog, monitoring legislative activity on all levels to alert members when their businesses may be affected and providing guidance and advice on the most pressing issues and pending legislation.

ESA has built a strong and effective alarm management program and continues to develop and distribute information throughout the industry to law enforcement and consumers. The program advocates the benefit of electronic security systems and responsible alarm response policies.

ADDITIONAL MEMBER SERVICES & BENEFITS •

Use the Logo! ESA offers a non-exclusive, non-transferable, royalty-free license for members to use the ESA logo in their marketing materials to emphasize membership and credibility with ESA.

• ESA Member Service Center, a team of dedicated representatives is available to respond quickly to incoming member calls and inquiries, as well as proactively reach out to promote events and contact members about important industry news and information. • ESA headquarters, located in Irving, TX, includes a dedicated classroom, which will host NTS courses throughout the year and will be made available for use by member companies. • ESA’s user-friendly website www.ESAweb.org, is designed to ensure that you are never far from news, information, products and services to help grow your business and keep you informed. Explore members-only resource guides, covering topics such as E&O insurance, customer contracts, government relations and public relations. • ESA members have an opportunity to influence decisions that shape the association and the industry through active participation on national committees and professional groups (Sales & Marketing, Installation & Service, Young Security and Executive Management). • ESA provides networking opportunities through meetings and conferences held throughout the year and across the country, including the Leadership Summit, Day on Capitol Hill, AIREF Golf Classic, and Electronic Security Expo (ESX).

Page 54





www.ESAweb.org

2013 Vol. 2

ESA WELCOMES NEW ASSOCIATE MEMBERS Cont. from p. 46

AE Analytics offers research and advisory services for the electronics and event industries and trade associations. Connect-Air International is a leading supplier of low voltage wire and cable supporting the Security, Fire Alarm, Building Automation, HVAC, Refrigeration, Lighting, and Data industries. With seven sales/warehouse facilities in the Continental US, CAI can service any part of the country in 1-2 days. Our knowledgeable sales staff can assist in selecting the right cable for various OEM systems whether security, FA, lighting controls, and/or building automation. Cables are available in various packaging, color and stripes. www.connect-air.com Connected Technologies Connect ONE is a Web-hosted service generating RMR for DMP and ELK dealers. End users can view and control security, access control, energy usage, video surveillance and temperature monitoring from any web-enabled device. Whether one or over 100 locations, end users have the convenience to interact with all their systems in real time, on one screen with one log-in. www.connectedtechnologies.us Inception Lighting is an LED lighting, control manufacturer and solutions provider whose technology uses color-changing lighting to improve the overall effectiveness of a security system. Our technology provides a safer more connected community and extends practicality to the application of color-changing lighting. Inception Lighting is working to establish a standardized color-code for the use of architectural color-changing lighting as a security feature. www.inceptionlighting.com ipDatatel, LLC engineers and manufactures innovative Internet and cellular communication devices for security, home automation, and the HVAC industries. These value added devices connect existing alarm control manufacturers to a suite of interactive services. Some of the manufacturers include Honeywell, DSC, and GE Interlogix alarm system controls. Interactive services include alarm signal distribution through the Internet and cellular network and provides a wide range of custom user programmable signal controls including interactive services through smartphones, or wireless browser based devices, such as an iPhone, iPad, Android, or any Internet connected computer. www.ipdatatel.com I-View Now is a cloud based video verification service that relates alarm events with video clips from off the shelf DVR/NVRs. This technology sends the central station and the end user a link to live view their cameras and to view pre-alarm event clips of what caused the alarm. I-View Now also performs guard tours with no investment in software or infrastructure and requires minimal training before being able to provide the service. www.i-viewnow.com Plustek Security is the world’s leading image and IP surveillance solution provider. Plustek Security manufactures and ships high quality security and imaging products to buyers worldwide. In business since 1986, Plustek began as an OEM for many large companies, producing innovative lines including scanners, NVRs, servers and imaging products. Through dedicated design innovation with strict and high quality manufacturing standards, Plustek has grown to become one of the largest image solution providers in the world. www.plusteksecurity.com Security Equity Partners (SEP) is a funding program for alarm dealers in the United States. The Equity Builder Program provides alarm companies the capital they need with short term financing to retain 100 percent of their RMR. SEP accepts new origination or existing in-house term contracts for both residential and commercial. Dealers are funding in 48 hours or less and receive 24/7 access to instant application processing along with comprehensive reporting and management tools. www.sepfunding.com

Page 56





www.ESAweb.org

2013 Vol. 2

Vanderbilt Industries is a global leader in creating state-of-the-art security systems. We innovate access control technology by designing, manufacturing and distributing systems that make environments safe, secure and easy to maintain. Vanderbilt’s products range from single-user systems so simple that they can be installed in one day to highly customized applications that fit the unique requirements of leading multi-national corporations. Our product line includes the bright blue and SMS access control systems, as well as enterprise video solutions. www.vanderbiltindustries.com For 40 years, Winland Electronics has been a recognized industry leader in the development and manufacture of critical condition monitoring solutions. Serving the healthcare, pharmacy, high tech and food service markets, the EnviroAlert products are designed to monitor, log and alert when critical environmental conditions extend beyond programmed limits. Made in the USA, Winland products are compatible with new and existing alarm systems and provide significant RMR opportunity for security integrators. www.winland.com WYNIT Security distributes surveillance, access control and digital display solutions. We provide a high level of support by giving our systems integrators the attention they deserve by leveraging dedicated WYNIT resources such as technical engineers, sales reps and customer service. We are committed to delivering products you need, when you need them. www.wynit.com/Security

Thank you to our 2013 Executive Strategic Partners

Exclusive Diamond ESP

Exclusive Platinum ESP

Gold ESPs

Connectivity

Silver ESPs



Security



Solutions

Associate Members Consider Associate Members

AvantGuard Monitoring Centers (801) 781-6100 www.agmonitoring.com

D-Tools Inc (925) 681-2326 www.d-tools.com

Axis Communications (800) 444-2947 www.axis.com

DWG (516) 933-4900 www.dwgsecurity.com

BidMagic (800) 598-5860 www.bidmagic.com

eFish.LA (800) 461-1465 www.eFish.LA

Bold Technologies Ltd (719) 593-2829 www.boldgroup.com

Electronic Supply Company (205) 520-0757

Bosch Security Systems Inc (585) 223-4060 www.boschsecurity.us BreezeGo Inc (904) 374-3760 www.breezego.com

Support from ESA associate members strengthens our ability to provide more value, representation, advocacy, information, exposure, training and support to our members. Through membership, sponsorship and advertising, they pledge their support to the association that protects your livelihood. Please consider ESA associate members when you make a purchasing decision. A current list of associate member companies can be found at www.ESAweb.org. 2gig Technologies Inc (801) 221-9162 www.2gig.com

CE Pro Magazine (508) 663-1500 www.ehpub.com Chaumont Law Inc (818) 222-7345 www.chaumontlaw.com Checkpoint Systems Inc (800) 887-9049 www.checkpointsystems.com

CMS-Criticom Monitoring Services (800) 422-2712 www.cmsn.com

ADI - Headquarters (800) 441-4130 www.adi-dist.com

ComNet (203) 796-5300 www.comnet.net

Advanced Fire Systems Inc (508) 453-9995 www.afsi.us.com

Compliance Management Solutions LLC (704) 288-1798 www.compliancesolutions.us

AE Analytics Inc (508) 618-4225 www.ae-ventures.com/aeanalytics

Connect-Air Wire & Cable (253) 813-5599 www.connect-air.com

Affiliated Central Inc (800) 434-4000 www.affiliatedcentral.com

Connected Technologies LLC (815) 301-4280 www.connectedtechnologies.us

Alarm Capital Alliance (888) 885-8656 www.alarmcapital.com

Cornerstone Billing (888) 629-8101 www.alarmbills.com

Alarm Financial Services Inc (866) 845-2678 www.alarmfunding.com

David-Link Fingerprint USA Corp (888) 755-9418 www.davidlinkusa.com

Alarm Funding Associates (610) 692-8110 www.alarmfundingassociates.com

Davis Marketing Group Inc (847) 955-2345 www.graybeardsrus.com

Alarm Products Distributors (800) 783-1552 www.apdmn.com

DICE Corporation (989) 891-2800 www.dicecorp.com

Alarm.com (877) 389-4033 www.alarm.com

Digimerge Technologies Inc (905) 946-8477 www.digimerge.com

Altronix Corporation (718) 567-8181 www.altronix.com

Digital Identification Solutions LLC (864) 272-1199 www.digital-identification.com

Ameba Technology (718) 886-9505 www.amebacctv.com

Digital Watchdog (866) 446-3595 www.Digital-Watchdog.com

Apollo America Inc (248) 332-3900 www.apollo-fire.com

D-Link (800) 326-1688 www.dlink.com

Astute Financial Consulting LLC (970) 223-2382 www.astutefinancial.biz



Buchanan Ingersoll & Rooney PC (412) 562-8830 www.bipc.com

CheckVideo (703) 483-3000 www.checkvideo.com

3M Cogent (626) 325-9600 www.cogentsystems.com

Page 58

Bristol ID Technologies (585) 582-5120 www.bristolid.com

DMP (417) 831-9362 www.dmp.com



www.ESAweb.org

Elko & Associates Ltd (610) 565-3930 www.elkocpa.com/ EMERgency24 (773) 725-0222 www.emergency24.com Emerson Network Power Surge Protection (800) 288-6169 www.emersonnetworkpower.com/surge eOriginal Inc (888) 224-6404 www.eoriginal.com EtherWAN Systems (817) 812-3540 ext 111 www.etherwan.com ETI Products (877) 384-3841 www.etiproducts.net GEM Electronics (888) 436-4195 www.gemelec.com GO LOGO (888) 533-2863 www.mygologo.com Hall Signs Inc (812) 332-9355 security.hallsigns.com Harrington Signal Inc (800) 577-5758 www.harringtonfire.com Hikvision USA (909) 895-0400 www.hikvisionusa.com Hillcrest Davidson & Associates (214) 453-2913 www.hillcrestdavidson.com Home Automation Inc (HAI) (504) 736-9810 www.homeauto.com Honeywell Fire Systems (203) 484-7161 www.honeywelllifesafety.com Honeywell Security and Custom Electronics (800) 645-7568 www.security.honeywell.com iControl Networks (650) 592-2300 www.icontrol.com IDS Research and Development Inc (201) 287-0900 www.alarmexpert.com Inception Lighting (877) 733-1188 www.inceptionlighting.com Interlogix (503) 913-7933 www.interlogix.com Intertek (973) 461-1824 www.intertek.com IP Datatel Inc (713) 540-5470 www.ipdatatel.com I-View Now (888) 252-1644 www.i-viewnow.com

2013 Vol. 2

Associate Members JC Gury Co Inc (714) 738-6650 www.jcgury.com

Paxton Access Inc (877) 438-7298 www.paxton-access.com

SimplyRFiD (703) 343-1689 www.simplyrfid.com

JRW Security Consulting LLC (703) 978-6912

Plustek Technology Inc. (714) 670-7713 ext 8508 www.plustek.com

Southeast Security Products (954) 786-5900 www.sesecurityproducts.com

Potter/Amseco (314) 595-6900 www.pottersignal.com

SunWize Technologies (845) 336-0146 www.sunwize.com

Premier Document Imaging Solutions (816) 200-0611 www.premierdis.com

SureViewSystems (877) 712-8766 www.sureviewsystems.com

NEXgeneration Central (401) 461-2204 www.nexgenerationcentral.com

System Sensor (978) 443-5402 www.systemsensor.com

Rapid Response Monitoring Services (800) 558-7767 www.rrms.com

Telular Corporation (678) 264-2004 www.telular.com

RDP Security Inc (949) 336-4522 www.rdpsec.com

The RMR Factory (888) 582-0101 www.rmrfactory.com

RedCloud Inc (703) 635-7415 www.redcloudsecurity.com

The Systems Depot Inc (828) 485-4800 ext 19962 www.sdepot.com

Revenew Systems LLC (847) 359-9250 ext 26 www.revenewonline.com

Traka-Assa Abloy (407) 681-4001 www.traka.com

ROFU International Corporation (253) 922-1828 www.rofu.com

TRENDnet (310) 961-5500 www.trendnet.com

RSI Video Technologies Inc (877) 206-5800 www.videofied.com

Tri-Ed Distribution (516) 941-2800 www.tri-ed.com

SDC Security Door Controls (805) 494-0622 www.sdcsecurity.com

Universal Power Group (469) 892-1122 www.upgi.com

SDM Magazine (630) 694-4386 www.sdmmag.com

Uplink (770) 693-3500 www.uplink.com

Secura Key (818) 882-0020 www.securakey.com

Vanderbilt Industries (973) 316-3900 www.vanderbiltindustries.com

SecuraTrac (310) 961-4241 www.securatrac.com

Verifier Capital LLC (561) 910-3980 www.verifiercapital.com

Security America Risk Retention Group (901) 327-2450 www.securityamericarrg.com

Vertek Corporation (802) 764-4604 www.vertek.com

Security Dealer & Integrator Magazine (800) 547-7377 www.securityinfowatch.com

WatchNet USA (717) 687-8736 www.watchnetdvr.com

Security Dealer Marketing (888) 572-4450 www.securitydealermarketing.com

West Penn Wire (724) 222-7060 www.westpenn-wpw.com

Security Equity Partners LLC (888) 501-5612 www.sepfunding.com

Windy City Wire Inc (800) 379-1191 www.smartwire.com

Security Partners LLC (800) 551-7879 www.securitypartners.com

Winland Electronics Inc (800) 636-4269 www.winland.com

Security Sales & Integration Magazine (310) 533-2400 www.securitysales.com

WYNIT Distribution LLC/WYNIT Security (800) 999-9648 www.wynit.com/security

Security Systems News (207) 846-0600 www.securitysystemsnews.com

Yale Locks & Hardware (800) 438-1951 www.yalerealliving.com

Keep Your IP (954) 907-3848 www.keepyourip.com Labor Saving Devices Inc (303) 287-2121 www.lsdinc.com Larrabee Ventures Inc (818) 789-6020 www.larrabeeventures.com Lenexus LLC (913) 214-5030 www.lenexus.com Leonard, Street and Deinard (612) 335-1422 www.leonard.com Linear LLC (760) 438-7059 www.linearcorp.com Logicmark (703) 934-7934 www.logicmark.com Mace Central Station (800) 843-8526 www.macecs.com Magnasphere Corporation (262) 347-0711 www.magnasphere.com Marathon Solutions Inc (913) 953-5305 www.marathonsi.com Marlin Business Services Corp (888) 479-9111 www.marlinleasing.com Mass Marketing Ins Consultants Inc (800) 349-1039 www.mmicinsurance.com/esa Metis Secure Solutions (412) 828-3700 www.metissecure.com Micro Key Solutions (407) 870-0040 www.microkey.com Mobile Electronic Fingerprinting (612) 598-3534 www.fingerprintmn.info Monitor America LLC (877) 971-6771 www.monitor-america.com NAPCO Security Group (631) 842-9400 www.napcosecurity.com National Monitoring Center (877) 353-3031 www.nmccentral.com Netsertive (919) 890-3910 www.netsertive.com Next Level Security Systems (760) 444-1410 www.nlss.com OmniTel Communications (641) 696-6707 www.omnitechcentral.com Onity (770) 497-3949 www.onity.com OpenEye (509) 232-5261 www.openeye.net Optex Inc (800) 966-7839 www.optexamerica.com

2013 Vol. 2

SecurityInfoWatch.com (800) 547-7377 www.securityinfowatch.com SentryNet (850) 434-0087 www.sentrynet.com SIC Consulting Inc (817) 698-9999 www.sicc.us Simply Reliable (800) 209-9332 www.simplyreliable.com



www.ESAweb.org

Page 59

Welcome Welcome New regular Members February 1, 2013 - April 30, 2013

New Regular Members

Access Automation & Controls of LA Baton Rouge, LA

D-Tech Access & Security Benson, NC

MAK Electronics Verona, NJ

ADM Security Systems, Inc. Charlotte, NC

Dyna Fire, Inc. Casselberry, FL

Matthews International LLC Port Chester, NY

Advanced Media Systems Morristown, NJ

EGB Advanced Security Systems Private Limited Chennai, India

Midwest Security Systems Joplin, MO

Advanced Security Koncepts LLC Kaplan, LA

EHT Security Oxford, AL

Advantage Security Corp Cummins, GA

EME Solutions North Tonawanda, NY

Akoa Integrated Concept Limited Abuja, Nigeria

Envision Security, Inc. Peoria, AZ

Alltek Systems, Inc. Roselle Park, NJ

Farmers Mutual Telephone Company Fruitland, ID

American Alarm & Audio, Inc Milton, FL American Burglar & Fire Security System Brick, NJ American Knight Security New Rochelle, NY

General Alarm Systems, Inc. Pittsburgh, PA

Apex Communications, Inc. Moundville, AL

Heavenly Home Consulting Baton Rouge, LA

ARM Security Systems, Inc. Reisterstown, MD

Integrity Technology Service, Inc. Arlington, VA

Audio Experts, Inc. Dubuque, IA

Invision Security Group Plymouth Meeting, PA

Bascom Mutual Telephone Co. Bascom, OH

Iverify.us, Inc. Charlotte, NC

Briscoe Protective Systems, Inc. Centereach, NY

Laser Central Alarms, Inc. Bay Shore, NY

Certified Alarm Services Provo, UT

Long Island Technologies, Inc. West Sayville, NY

Communications Plus Semmes, AL

Louisiana Security Covington, LA

Corbett Technology Solutions, Inc. Chantilly, VA

Lowitt Alarms & Security Systems, Inc. Hicksville, NY

Cox Home Security Chesapeake, VA

Lynn Electric & Communications, Inc. Lawrence, KS

Crosby Communications LLC Montgomery, AL

M & M Fire Protection and Security Goshen, IN

Data Network Systems, Inc. Memphis, AL



First Guard LLC Colonia, NJ Frontrunner Network Systems Rochester, NY

American Precision Honeoye Falls, NY

Page 60

Fire & Data Systems, Inc. Hamlet, NC



www.ESAweb.org

NCCI Wiggins, CO Nighthawk Security Systems, Inc. Centreville, VA NJ Locks & Security Red Bank, NJ On-Line Security Ltd of LI Medford, NY Pace Systems Inc Naperville, IL Peak Alarm Company Salt Lake City, UT PFE Fire and Safety Corporation Pittsburgh, PA Prairie Signal Company, Inc. Chicago, IL Procom Security, Inc. Lehi, UT Protection Masters, Inc. Oklahoma City, OK Protection One Las Vegas, NV Protection One Draper, UT PSSI International, Inc. Glendale, CA Ra-Comm Security, Inc. Washington, MO Raw Power Electric Corp Middletown, NY Security Solutions & More LLC Metairie, LA Securityhunter, Inc. Baltimore, MD Signal Companies, Inc. Abbeville, LA Solid Security Services, Inc. Bethlehem, GA

2013 Vol. 2

Summit Secure Technologies Troy, NY Synacom Networks, Inc. Buffalo, NY Comtronics Jackson, MI The Viola Group Webster, NY Tri-Signal Integration, Inc. Henderson, NV TSI Las Vegas, NV United Burglar Alarm, Inc. New York, NY Vidsec Systems Mechanicsville, MD Vince’s TV Appliances LLC/Vince’s Whirlwind Technologies Holgate, OH Xcellent Alarm & Security Solutions, Inc. Orlando, FL Your Cabin Keeper LLC Garden City, UT Your Connected Source LLC Franklin, MA

THANK YOU Media Partners to our

K e e p i n g Tr a c k o f F o u r S m a l l D e t a i l s C a n P r o p e l Yo u r B u s i n e s s f r o m “Good” to “Great” By Richard Poling

The difference between a “good” business and a “great” business is a matter of small details.

It’s a minute of extra training that fixes a problem, or an added communication with a customer that turns them into a vocal supporter. It’s those tiny details that when added up can make a big difference. Most businesses have their basics down or they just don’t stay around for long. From Security America RRG’s point of view, our basics include maintaining broad general liability and errors and omissions coverage, and maintaining contracts with appropriate protective provisions. But what small items could cause your business great peril if they’re neglected? Here is a quick look at four that you should be aware of. Examine your certificates of insurance at least annually to make sure you aren’t extending coverage rights to somebody who no longer deserves them. Many insurers just renew certificates of insurance year after year without communicating with their customers, while other insurers may drop certificates at renewal unless you proactively take action to have them continued. Both have potentially horrible outcomes. Providing somebody with a certificate, particularly if it extends coverage or includes them as an additional insured, increases the potential that you will be drawn into an unwanted and undeserved claim, or one long after your work

Page 62



has been completed. Worse yet, dropping somebody as additional insured at renewal could leave you with contractual obligations that are not supported by the insurance policy. This could leave you in the situation where a claimant is looking for additional insured status and your insurer is not providing it. At Security America RRG, we contact you prior to every renewal to review each certificate and renew only those that are needed. Provide only the appropriate additional insured status. Not all additional insured forms are the same. Some extend coverage only while you are at the jobsite, while others provide that coverage plus extended coverage after the work is completed. There are additional forms which extend coverage further, such as the CG 20 10 11 85, which you will often see requested specifically in contracts. This form is dangerous to you because it extends coverage potentially for the sole negligence of the additional insured. At Security America RRG we work with you to find the appropriate additional insured form for your situation – at no charge. Look at your insurance policy coverage details. Recently we reviewed a competitor’s policy that had a hidden exclusion for any work at medical facilities, including monitoring or installation. Unfortunately, this customer did have contracts with nursing home facilities. We also saw another insurer with a sublimit on professional errors and omissions



(E&O) insurance of $100,000. So even though the insured had applied for $1 million limits, they only received that amount on general liability, leaving them substantially underinsured. Security America’s insurance program includes E&O insurance at the same limit as the general liability – all the way up through the umbrella and excess. Get a quote from Security America RRG. This is simple and free. With one action, you can address the other three issues. Talk about efficient! Security America RRG provides broad professional errors and omissions protection along with a general liability insurance program tailored to ESA members. You don’t have to be a member to get a quote. But once you do, you may find (as others have) that the money you’d save by changing to Security America RRG will more than pay for your ESA membership. For additional information or to request a quote, please visit www.securityamericarrg.com or call (866) 315-3838.

Richard Poling, CPCU, ARM, ARe

Managing Director Security America RRG [email protected] 303.996.5419

www.ESAweb.org

2013 Vol. 2

Keep Keep Your Your Subscribers Subscribers

CONNECTED to Their Security Systems Systems

EMERgency24notifi notifies es homeowners homeowners when when EMERgency24 analarm alarmevent eventhappens happens via via cell cell phone, phone, e-mail e-mail an accountor oraatext text messaging messaging device, device, including: including: account Arm/DisarmSystem System • •Arm/Disarm • Device Activation • Device Activation • Access to Dangerous Area • Access to Dangerous Area • Power Failure • Power Failure • Departure of Elderly/Infirmed • Departure of Elderly/Infirmed

Abnormal Temperatures Temperatures •• Abnormal •• Hold-up Hold-up • Medical Alerts • Medical Alerts • Moisture/Leaks • Moisture/Leaks • Opened Pool Door • Opened Pool Door

Callus ustoday todayat at 1-800-800-3624 1-800-800-3624 to to learn learn more more Call

CHICAGO | DETROIT | LOS ANGELES | MILWAUKEE | WASHINGTON DC CHICAGO | DETROIT | LOS ANGELES | MILWAUKEE | WASHINGTON DC

®

6333 N. State Highway 161, Suite 350 Irving, TX 75038

Save the Dates ESA State Legislative Event

YSP Fall Forum

ESA State Legislative Events Fall 2013

YSP Fall Forum September 23-25, 2013 Chicago, IL

ESA Leadership Summit January 2014 Florida

AIREF Golf Classic April 1, 2014 Las Vegas, NV

YSP West

DAY ON CAPITOL HILL

YSP West April 2, 2014 Las Vegas, NV

Day on Capitol Hill May 6-7, 2014 Washington, DC ESX and ESA Summer Conference June 23-27, 2014 Nashville, TN