1 Book Cover Here Copyright © 2015, Elsevier Inc. All rights Reserved Chapter #11 Supervisor’s Role in Tenant and Customer Relations Security Supervision and Management Theory and Practice of Asset Protection, 4th Edition

2 Copyright © 2015, Elsevier Inc. All rights Reserved Introduction This chapter introduces the reader to the importance of the customer service aspect of the security profession. It discusses the importance of tenant relations and the advantages to encouraging formal and informal communication with stakeholders. Challenges to maintaining those relationships are also covered.

3 Copyright © 2015, Elsevier Inc. All rights Reserved The Supervisor: Is the link between management and line officers. Ensures compliance with policies and procedures. Ensures quality customer service. Is responsible for: Communication within the chain of command Communication with stakeholders

4 Copyright © 2015, Elsevier Inc. All rights Reserved Key Questions: What makes my employer/client unique among other organization in the same field? What is the history of my employer? What do the policies of my employer state? What do the procedures explain? What is the role of asset protection/security department in advancing that philosophy?

5 Copyright © 2015, Elsevier Inc. All rights Reserved Role in Tenant Relations: Force multiplier Enhancement to existing physical security measures Serve common interest Address challenges to good relations Impact of alcohol Tenant disregard / incompatible business operations Physical design/layout of the facilities Multi-tenant facilities Communication is key