In 2017 we decided what we wanted to achieve with Watchword Security, we looked back at the principles instilled in us during our time in the military and some of the most valuable lessons. The Army has had a strong focus on the concept of ‘values’ for many years. Values drive behaviour and therefore decision making, the results of daily situations are dictated by the individual ‘on the ground’ influencing the outcome, which may lead to success or failure in his or her individual area of responsibility and perhaps beyond.
The Watchword Security values:
Respect for our customers and our employees.
Trusted staff with the integrity to do the right thing every day.
Working practices which promote self-discipline and the highest standards.
Loyalty – we are loyal to one another, our customers and our partners.
Our aim at Watchword is perfection in our service, and in some respects, we are getting there.
For example, one of our team who has been working on his site for nine months has never been late or ill during that time and says he never will be. Aside from making him a pleasure to work with and making us proud of the organisation, this is unusual in the security industry.
This principle applies universally, the military were (arguably) relatively quick to realise this due to the consequences of getting it wrong, but the same applies to other organisations and teams.
So why would someone be so adamant about never being late (or ill!)? The answer is his values, his personal values are aligned with the organisations, our aims and objectives follow suit. The result is a level of customer service that exceeds expectations. Our team member takes pride in knowing the security of the site is his responsibility.
When considering how to achieve this alignment in values, there are perhaps two options:
Hire people who hold personal values aligned to yours and those of the organisation.
Share the vision of the organisation you aspire to be and support the individual to understand the importance of the values in their role.
We firmly believe in option two in the absence of option one, whilst some people might not spend time considering values, most people want similar things from their professional life:
A sense of belonging – meaningful teamwork.
Autonomy – ownership of their area and to be trusted.
Competence – to be equipped for the task and have opportunity to develop.
Provided the three points above can be achieved and a meaningful conversation held about the related values, our goals should be mutual. If the result is our team members never being late, then the first step in delivering excellent customer service is achieved.