Executive Protection customer service: How to exceed your client's expectations

When it comes to Executive Protection, providing exceptional customer service is a must. After all, your clients depend on you to ensure their safety, and providing a high level of customer service is the key to success. In this article, we'll discuss strategies to ensure your clients feel secure, confident, and respected while you provide the highest level of service possible. With the right approach, you can set yourself apart from other security providers and build strong relationships with your clients.

Selflessness is key. You must always put yourself second so that you can better protect and serve your clients. They need to always come first in everything, from protecting their safety to helping them with personal errands and tasks. You may find yourself exhausted at the end of a shift, but put those feelings aside and remain courteous and helpful until the very end. 

First impressions matter

First impressions are of the utmost importance. We have all had the feeling of "what are they thinking?" as we walked toward a client for the initial introduction. You must remember how you feel and act in this situation; let it be your guide when interacting with clients in executive protection. When meeting with a client, greet them with respect and put them at ease from the start, even if it is just with a handshake and friendly smile. You must let the client know you understand what is expected and will do whatever it takes to ensure their safety and satisfaction.

Dress professionally and exude confidence. Never dress better than the client. It can be tempting to look particularly sharp to make a good first impression, but it can also create an air of superiority which can make your client uncomfortable. 

Using polite language during interactions goes a long way in executive protection. Avoid any colloquialisms that may come off as unprofessional or offensive. No personal opinions on subjects. Clients have their own opinion about certain topics and circumstances. As an executive protection agent, avoid giving advice or expressing an opinion unless it pertains directly to the job at hand. Clients need to know that their perspectives will be considered without judgment from your end. Show compassion: It’s understandable for clients to become upset at times; show empathy for their situation and provide solutions whenever possible.

My philosophy with clients is to only speak when spoken to. However, always keep the channels of communication open between yourself and the client. Being available and responsive builds trust and ensures successful outcomes. Taking these steps can help build strong relationships with clients while providing excellent customer service.

The little things make a big difference

Concierge service is an important part of executive protection, and small gestures can make a huge difference in delivering the experience of a VIP. Here are some ideas for going the extra mile when providing customer service in executive protection.

Ensure comfort and convenience. Taking care of the basics—like making sure that any accommodations they’ll be staying in will meet their needs—is a must, but it’s also important to think outside the box. For example, stocking up on snacks or beverages they enjoy, or just being mindful of their preferences are all excellent ways to provide superior customer service in executive protection.

Get them the coffee! If you know that the client likes a coffee, half-caf, a splash of almond milk, with a dusting of cocoa powder? Then have it ready for them. It's the little things that a client remembers. Not that you kept them safe but you took great personal care of them while keeping them safe!

Sometimes you have to be a personal assistant. One way to go even further in customer service is by taking on some of the responsibilities of a personal assistant. Whether it's taking care of travel arrangements, researching restaurants or other activities for leisure time, or simply helping out with day-to-day tasks like maintaining schedules shows you’re willing to do what it takes to make their experience as smooth as possible.

Give the client's staff consideration as well. When it comes to providing protection services, don’t forget about the people who will often work closely with the person you are protecting. Their safety should not be taken lightly. Though they are not be the main focus of your protection, an effective executive protection agent doesn’t just interact with their direct client but makes sure everyone around them feels secure and comfortable too. This attitude of respect and understanding will go a long way toward building trust between yourself and those close to your client. Additionally, always practice open communication when working with staff. This means actively listening to any questions they have and responding in an open manner. Asking what they think is necessary and take any feedback seriously – after all, they're usually closer to the client than yourself and may have valuable insights on what needs to happen next.

Be proactive

Know your client's traits, likes, and dislikes. This will allow you to better anticipate their needs and better serve them. For example, if you know that a client is an early riser, make sure that you are ready for them in the morning with a warm greeting (and that coffee! Wink, wink). If they have food preferences, make sure to plan ahead so that their meals are as pleasant as possible. Try to stay one step ahead of your client’s needs and anticipate their requests.

Keep religious background and cultural considerations in mind. People often feel more comfortable around people who understand their backgrounds and beliefs. Therefore, it is important to understand a client’s religious or cultural values to ensure that they feel comfortable during their time under your care. Do some research on the history, religion, language, cuisine, and other customs related to your client’s culture to ensure that you provide them with the most culturally sensitive protection services possible.

Be an ambassador. Unlike years past, we have the world at our fingertips through the internet. Within seconds we can find restaurants, hotels, and a host of other venues that may interest the client. When traveling, my advice would be to find local agents in an area that you may visit. Having that local knowledge is priceless when it comes to things running as smooth as possible when away from home.

Keep your cool

Remember it is business and not personal. No matter how frustrating or demanding a situation might be, stay professional and composed. Be aware of your body language and tone of voice; you should sound professional and calm. Even when handling heated conversations, do so in a respectful manner and remember to be courteous. Do whatever you can to de-escalate the situation; acknowledge feelings and offer solutions if possible.

Using polite language during interactions goes a long way in executive protection. Avoid any colloquialisms that may come off as unprofessional or offensive. No personal opinions on subjects. Clients have their own opinion about certain topics and circumstances. As an executive protection agent, avoid giving advice or expressing an opinion unless it pertains directly to the job at hand. Clients need to know that their perspectives will be considered without judgment from your end.

Show compassion: It’s understandable for clients to become upset at times; show empathy for their situation and provide solutions whenever possible.

Go the extra mile

Going the extra mile also creates trust between you and the client, as they know they can depend on you for whatever they need. This is an invaluable asset when it comes to building lasting relationships. Showing clients that you’re willing to go above and beyond will give them the confidence that you’re the best choice for their executive protection needs. Clients in executive protection often require services outside of their standard package. As long as a request does not violate any laws or your code of conduct, help them with their requests. Doing this shows the client that you care and are willing to do whatever it takes to make sure their needs are met.

Strive to anticipate the needs of the client before they even arise. Being proactive makes all the difference in great customer service, showing your client that you truly care. Professionalism should never be overlooked either. Always maintain a professional attitude, dress appropriately, and show up on time. Being as prepared as possible for every situation demonstrates your knowledge and gives your clients peace of mind knowing that you can handle anything that might come up. Last but not least, follow through with what you promise. Keeping your word is one of the most important things for a customer service provider in executive protection. Never promise more than what you know you can deliver. 

Lastly, always strive for excellence - treat every job as though it’s the most important one you’ve ever done; regardless of whether you’re accompanying a celebrity or CEO. Every client should feel valued and taken care of to ensure long-term success in this business. By prioritizing quality customer service in executive protection, you will certainly exceed your client's expectations.