Security Nation

nation www.ESAweb.org 2014 Volume 2

security

Charles “Dom” D’Ascoli 2013 Weinstock Person of the Year

2014 ESA Gives Back Mission Trip

October 27-30th, ESA and Mission 500 will lead an industry-wide mission trip to Mexico. The trip will focus on a sanitation project to give families in the San Luis Potosi region clean, uncontaminated water. ESA Gives Back needs your help! Whether you are interested in participating by joining the effort in Mexico on the mission or donating to help fund the trip we would love to hear from you.

Please Visit www.ESAweb.org/2014MissionTrip for More Information

CONTENTS Features

Editorials

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President’s Message: Association’s Success Depends on Participation, Communication and Commitment Executive Perspective: John Knox Leaves a Legacy of Success and Passion as Outgoing President

Government Relations

9

Government Relations Team Serves Dual Role as Watchdog and Bulldog for Political Advocacy

Insurance Solutions

15

A Security Professional Benefits from Becoming an “Insurance Guy”

Association News

27 29 30 30 40 43 61



World Vision Names Dom D’Ascoli as Humanitarian of the Year Sam Fiske Earns Prestigious Sara E. Jackson Award ESA Joins Forces with Mission 500 for Mission Trip to Mexico in October ESA to Install Marshall Marinace as New President ESA Presents 2014 Youth Scholarship Program Winners Congratulations to ESA Chartered Chapter Youth Scholarship Winners Children Receive Packs of School Supplies Filled by Association Volunteers

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spotlight on:

Effective Leaders Successfully Navigate Minefield of Poor Decisions Seven Common Mistakes Place Contracts in Jeopardy Internal Training Techniques Create Salespeople Who Are Prepared for Competition Skillful Delivery of Feedback Results in Effective Management of Employees NTS Will Use Learning Management System as a Powerful Training Tool Dom D’Ascoli Earns Weinstock Award Through Dedication, Determination

Wise leaders ask hard questions How do effective leaders avoid being ashamed and embarrassed by their actions? They don’t place themselves in situations with the potential for shame or embarrassment.

Crowdfunding Offers Funding Options for Startups, Entrepreneurs Three Ways to Refresh Your Company’s Website in 20 Minutes or Less Seven Things to Know About Facebook’s Payto-Play Strategy for Business Page Posts Security Providers Rely on Innovative Hiring and Effective Training Innovation and Efficiency Still Dominate in a Recovering Economy Positive Customer Service Depends Heavily on Employee Happiness and Retention

COVER STORY: Weinstock Award Dom D’Ascoli’s remarkable leadership and dedication are just two of the reasons for his choice as ESA’s Morris F. Weinstock Person of the Year.

Membership

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Payment of Dues Provides Fuel for Major ESA Programs ESA Offers Wide Range of Benefits to Members New Associate Members

ESA honors high school scholars Associate Member List Welcome New Members

Mackenzie McDonald of Erie, Pa., is the first-place winner of ESA’s Youth Scholarship Program. The association also awarded scholarships to students from three other states.

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/mediakit Acadian Monitoring Services 11 ADI 20 Alarm Capital Alliance 24 All American Monitoring 50 Altronix 18 Axis Communications 10, 42, 48, 49 DMP 46, 47 Emergency24 63 ESA Media Partners 57 ESA Membership 35 ESA Professional Groups 56 ESA’s National Training School 59 ESPs 62 www.ESAweb.org

Honeywell 4, 36 Interlogix 32, 33 Leadership Summit 52 LogicMark 22 Mission 500 2 Member Savings Program 60 Save the Dates 64 Security America RRG 14 Security Industry Recuiting Center 41 SentryNet 54 Telguard 6, 44 Tri-Ed Distribution 8, 38 3

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President’s Message

Association’s Success Depends on Participation, Communication, and Commitment to Public Safety By John Knox My time as ESA president will be coming to an end on July 1, when Marshall Marinace officially begins his two-year term. Looking back, I’m seeing that my experiences over the past two years have mostly reinforced what I believed when I started my term. In an issue of Stay Connected in late 2012, I explained my vision of the association’s future. I stressed that all of our members should have one important goal in common: doing things right for our customers. Two years later, I believe that more strongly than ever. Our focus isn’t just about making money and growing our businesses. If we’re truly in the life safety business, we all should have the same goal. When we lose sight of the client, and the lives and property we’re entrusted to protect, that’s when we lose our vision. That’s our core purpose. I also talked about wanting to personally meet as many members as possible, and that has been a big challenge. I found out that sometimes it’s more difficult to drill down to the individual member because there’s not enough time. If I go to an event, I might not get a chance to meet everybody or shake everybody’s hand. People are so busy nowadays that it’s hard to get two minutes with them. Emails aren’t the kind of time I’m talking about. It’s about having a dialog, being able to talk back and forth. I’ve tried to listen and reach out, and there’s still work to be done. But one of the best things about being president has been meeting a lot of great people, and hopefully making a lot of new friends that I never would have had a chance to meet otherwise. This is also a good time to say thank you to the people behind the scenes. After working closely with ESA’s staff as president,

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I appreciate their efforts more than ever. They’re a valuable asset to our association and to our membership. I also want to thank the people at my company, Knox Integrated Systems, who have kept things running smoothly during my time as president. I truly appreciate their hard work and dedication. Finally, I want to talk about another challenge from the beginning of my term: making sure that the association fairly balances the needs of all of our member companies, regardless of size. Members sometimes think the big money people are running the association, but that’s not true. In fact, if you get involved, you’ll find out it’s just the opposite. More than 80 percent of the membership is made up of small companies.

When members become more active, a lot of the communication problems go away. I’ve seen what happens: When people start to participate, ask questions, and get a better understanding of what we do, they’re able to look at things from a different perspective. Many times, people think that their jobs won’t allow them to get involved. But let me encourage you to give it a shot, maybe start by volunteering on a regional level. Even if you don’t want to speak out and actively participate, just get involved. You’ll learn a lot even if you just listen. I’ve heard people say that when you belong to ESA, you get out of it what you put into it. I don’t think that’s true. I think you get more.

At one event, a member told me: “I’ve only got 19 employees. You just don’t understand what it’s like to be a small company.” But once I told him that my business has fewer employees than his, and that I do understand the challenges he faces, he started looking at me in a new way. Volunteers don’t always come from bigger companies, and aren’t necessarily more well-connected. I’ve got eight employees, and Dom D’Ascoli, ESA’s immediate past president, has about 20. Marshall is cut from the same cloth, with 13 employees. Even as presidents, we’re still volunteers. All three of us run small businesses, but we also understand the needs of bigger companies. The association will be in very capable hands as Marshall becomes president, but it’s not about him or me or Dom. It’s about trying to get more people to step up and participate. That’s why I want to encourage everyone to get involved, regardless of the size of your company.

www.ESAweb.org

John Knox President & Chairman of the Board [email protected] 972.807.6800 x3203

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Executive Perspective

As Outgoing President, Tennessee Volunteer Leaves a Legacy of Success and Passion By Merlin Guilbeau Tennessee is known as the “Volunteer State,” a nickname earned during the War of 1812 because of the prominent role played by volunteer soldiers from Tennessee, so it’s only fitting the association’s top volunteer comes from this state.

thank you notes and has traveled extensively to attend as many chapter meetings as possible. John has taken his presidency very seriously and is honored that members entrusted this organization to him.

commonality. The summit encouraged cross-industry dialogue revolving around state and federal legislative issues. In his honest and ethical way, he reached out in sincerity to discuss what is best for all businesses – small and large.

John Knox presents himself, in his own words, as a “hillbilly from Tennessee,” but he’s as smart as they come. He’s an observant, deep thinker who patiently listens to and considers all sides. Then, in his slow-talking manner, he assesses what’s been said and offers solutions that no one else has considered. He’s remarkable in that way.

As a leader, he has consistently demonstrated a servant’s heart. He set out to leave the association better than he found it and never accepted the “that’s the way we’ve always done it” point of view. He has encouraged all of us to think differently and to find solutions so that ESA can remain relevant in the future and adapt as the industry changes. He has blazed trails to work with other organizations that are likeminded, and took it upon himself to reach out to the Custom Electronic Design and Installation Association (CEDIA) to find ways to collaborate.

Working with John has been a joy. He deeply cares about ESA members and bringing value to the membership. He has a very future-oriented vision and sees a clear path for maintaining the success of ESA and the security industry.

John’s ideas have generated a shift in the way we think. He has pointed out our need to streamline in order to be more effective. He sees that in order to survive, we need to remain relevant to ESA’s current membership but also to younger generations. He has challenged us to think about how we can improve member benefits, tighten operations and simplify our organization. As he says, he has to do this with his own business, and ESA should be no different.

On behalf of all of us at ESA, and with deep gratitude: Thank you, John, from the bottom of our hearts, for what you have done to encourage and help us become a better organization.

John loves to work hard and play hard. Anyone who knows him knows he loves to fish, travel to Aruba, cheer for the Tennessee Vols, and listen to country music. He is a proud American who loves the principles set up by our nation’s founders and appreciates the opportunities we’ve been given just by being born in America. He is passionate about the security industry and believes that, as business owners, our focus should be on protecting life and property and doing things the right way. He’s been to every Alarm Industry Communications Committee (AICC) meeting; while you’re reading this, he will have returned from the June AICC meeting where he talked about how the POTS sunset will affect our businesses. He’s an avid supporter of government relations and keenly watches how government actions affect the industry. He’s been to every Day on Capitol Hill event, where he fervently represents the security industry to legislators. John is a leader. If you ask him, he’s just following what other good ESA presidents have done before him, but I know differently. His goal as president has been to touch and thank as many members as possible on a personal basis. He handwrites 2014 Vol. 2

Speaking of his business, John is an owner with eight employees. He still goes out to customers’ homes to sell systems or troubleshoot. He has a passion for small businesses and for finding paths to help them thrive in the future. But he is also inclusive of big companies and sees that working with them strengthens the industry as a whole. He was the one who invited the big companies to the table to talk; he hosted the Legislative Summit at ESA where a coalition of trade associations, national companies, and telecommunications and cable companies discussed areas of www.ESAweb.org

Being president is difficult in many ways – days spent away from your family and business, disagreements with those who mean the most to you and long hours on planes and in airports. But John has handled it like a gentleman and with southern charm.

Merlin Guilbeau, IOM Executive Director & CEO [email protected] 972.807.6810

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Government Relations

Government Relations Team Serves Dual Role as Watchdog and Bulldog for Political Advocacy By John Chwat to advocacy. As a watchdog at the state level, ESA reviews thousands of state bills introduced in all 50 state legislatures and identifies those that could possibly affect ESA members.

ESA’s watchdog approach does not end with the State Legislative Report. When key state bills will potentially harm members or impact their businesses, ESA works with other groups to meet these challenges.

ESA is meeting these challenges almost on a daily basis at the federal, state and –in some cases – local levels of government. We are responsive to our members and Chartered Chapters throughout the country, and also support numerous industry positions.

During the 2014 state legislative cycle, which started in January, ESA’s government relations team has seen more bills than ever introduced around the country that need to be identified, analyzed and summarized – including the bill’s status – for the ESA State Legislative Report on www.ESAweb.org/SLR. Midway through this year’s process – which begins again in January – ESA has at least 400 bills in many legislatures that are being tracked, and influenced.

ESA is an active member of the Alarm Industry Communications Committee (AICC), which also includes the Central Station Alarm Association (CSAA), Security Industry Association (SIA) and almost all of the alarm and monitoring companies as members. AICC has been very involved with ESA in commenting to states on bills that hurt members and the industry.

The key imperative is to create a level playing field in all aspects for ESA members and to avoid unfair competition and isolation that destroys market share and business opportunities. This also includes protecting consumers in their pursuit of ESA member services to protect lives and property in utilizing life safety and electronic security systems.

When a key bill is first introduced, our team secures a copy of the legislation, targets the state legislative process and sends it to ESA chapter officers or members in that state for alerts. This is an important part of the watchdog process; there have been many occasions in which ESA saw a bill and involved state members before they even knew it had been introduced.

ESA implements these goals by using a “watchdog” and “bulldog” approach

This year, many state bills have involved topics that have not appeared over the years and which show the changes in technology being experienced by the industry to meet new market opportunities. There are dozens of bills dealing with broadband deployment, telephone and wireless connections, copper wires, POTS, thermal systems and home automation, just to name a few.

You expect your national association to protect, advocate and influence legislation, government regulations and policies that can have either a positive or negative effect on your business operations and profits. After all, one of the prime reasons to join an association is to influence legislators and regulators on key issues that impact your business, employees, customers and family.

New issues also surface within legislation that affects state licensing and regulations. Other industries, whether union or non-union, often seek to influence how ESA members can undertake their daily business operations.

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www.ESAweb.org

ESA also networks in the watchdog phase with similar “low-voltage” trade groups who have worked cooperatively to influence legislators. These include the Custom Electronic Design and Installation Association (CEDIA) and Satellite Business and Communications Association (SBCA) among others. The watchdog phase also relies on associate and regular members involved with ESA and who maintain active government relations capabilities at the state level. These companies include ADT, Tyco, Comcast, Interlogix, Honeywell and others. ESA is a part of a larger team that watches state legislation and takes action where appropriate and when requested. At a federal level, the watchdog approach is active on a daily basis. Thousands of bills are introduced in Congress each year, and there are 535 Congressmen and Senators with 2,000 staff employees thinking up ways to create policies or actions that would impact our industry. At times it is more important to prevent Congressional [continued on page 11]

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Government Relations

Dual Role [continued from page 9] legislation from being enacted into laws that are detrimental to ESA members. Often, a victory in Washington comes when a bill or amendment is not passed. In fact, preventing bad legislation is all too often a goal of many associations. ESA maintains a very active network at the federal level with other watchdogs such as the construction trades and likeminded industry allies, such as SIA, the U.S. Chamber of Commerce or National Federation of Independent Businesses (NFIB), and individual industry companies who maintain offices and staffs in Washington. ESA is not alone in watching for and impacting Congressional legislation for the business community, the industry or for our members.

ESA is a bulldog for its members, opposing or seeking to pass legislation that helps its members and customers. In many states this means networking until a bill is passed or defeated in the legislature. A recent example in Hawaii showed how ESA (working with SIA and other industry representatives) defeated a damaging bill. ESA uses this combination of watchdog and bulldog approaches to identify, report, monitor and have an impact on state and federal legislation, as well as policies that will impact the members, their employees, families and customers.

John Chwat Director of Government Relations [email protected] 703.684.7703

Of course, there’s also the “bulldog” approach. This is the hallmark for ESA involvement at the state or federal level.

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www.ESAweb.org

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Leadership

Hard Questions Help Leaders Find a Path Through the Minefield of Poor Decisions By Robert Owens In my previous column, I touched on a number of situations and pressures that can undermine a leader’s credibility in their business or personal life. In more than 30 years of teaching leadership development or dealing with crisis management, I have come across some very bright and hard-working men and women who were potentially successful leaders, but self-imploded or were taken out. Unfortunately, poor personal judgment was shown or a character vulnerability was exposed that led to a decline, personally and/or professionally. Now I want to talk about the importance of asking yourself hard questions. In the 1990s, a research project examined the subject of shame and embarrassment with men who were leaders (I believe the same findings would hold true for women). Face to face, the men were asked a series of questions concerning character issues and matters that could bring shame and embarrassment if their behavior was exposed and made public. Interestingly, at the end of the survey, the interviewees were each asked if they had lied in their answers to any of the previously asked questions. Repeatedly, the men replied yes. What does this reveal? Men (and I would presume many women) lie under pressure if they feel potential shame or embarrassment. Why is this study so important, and what is the point? Shame and embarrassment are huge issues for men and women, but especially for image-conscious leaders. Leaders do not want to experience shame and embarrassment, and when faced with the prospect, they will usually cover it up by lying, and then lying some more.

Steering clear of trouble

So what do wise leaders do to avoid being ashamed and embarrassed? They don’t 12

place themselves in a situation with the potential for shame or embarrassment. Here is an example: Let’s say you attend an industry convention in Las Vegas or New Orleans. During this event, a group of your peers or potential or existing clients invite you to have fun in some way that could make you feel ashamed or embarrassed if others found out.

In the heat of the moment, many leaders can act impulsively, and regret it later. Leaders or not, we all have had those regretful decisions. Wise leaders “prethink” a potentially sensitive situation before becoming submerged in the painful aftermath of a bad decision. They plan ahead so they can greatly reduce pressures that would violate their personal code or morals.

Please remember: Leaders are always being scrutinized for their actions and decisions that could potentially be deemed appropriate or inappropriate by at least three different cultures: • Business or company • Family • Community The business culture says, “Hey, it’s Vegas. It’s cool. Let’s go to a strip club and have some fun. You know, what happens in Vegas stays in Vegas, right?” It may be expected by your peers or clients as a normal business practice. You do not want to lose the client or the budding new relationship, so you go. However, the family culture may have a different perspective. How would your wife, husband or kids handle the revelation that you attended a strip club till 4 a.m.? Even if you passed both the business and family tests, what if your community found out about your escapades on the evening news, in the morning newspaper or on social media sites? Will they be as understanding, or will they question your judgment and criticize your decision and character? I knew a governor who lost a 76 percent approval rating when he was found with a prostitute. He resigned within six months and has never held an elective office since. www.ESAweb.org

Tangled in the Web

And then the Internet was born. I have interviewed many men, and often I will ask this question: “Have you watched pornography online?” After I receive their initial answer, I then asked them, “Are you lying to me?” Turns out that more than 60 percent of the men, when I pressed them about their answer, changed their answer to yes. They admitted to viewing pornography or something potentially embarrassing. And when I inquire if other people know about this, the answer is almost always no. So let’s consider the impact of the Internet. It is such a tremendous informational asset, but its destructive powers are unforgiving at times. Many

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Leadership

people – and many leaders – have a hidden life on the Internet. A persona is cloaked in secrecy, a well-kept secret from relational scrutiny. But from time to time, a leader’s online secrets are found out. What if someone finds out what you (or someone working for you) have been doing with your company and/or personal computer or mobile device? Let’s get back to my original topic. What are the hard questions that demand and require your sincere consideration? And if you can’t honestly answer or evaluate these questions yourself, is there a trustworthy friend or family member who can provide proper feedback?

Hard questions, tough answers

Here is a sampling of topics and hard questions: Marriage – Are you and your partner happy in the marriage? Do you (they) think it will last? Are you open to flirting? Finances – Do you spend wisely, or are you impulsive and spend unwisely? Have you established a doable budget? Relationships – Do you work and play well with others? What kind of friends do you have? Are you the same type of person at or away from work? Are you a loner? How do your friends and coworkers describe you? Do co-workers want to work with you? Vulnerability – Do you think you are vulnerable relationally? Are you a follower or a leader socially? Are you unhappy in areas of your life, leaving you sad and vulnerable? Are you concerned that people will think negatively of you in a social setting? Children – What do they think of you? Are they acting out to get your attention? Do they witness a healthy relationship between you and your spouse, significant other or an ex? What do they tell their friends about you? Do you care about their opinion? How much do you care? Self-Image – Who are you? What do you stand for? Are you living in a lie? How do you hope people perceive you? Are you insecure around others? Do you

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talk a lot about yourself, what you have accomplished and how you live? Escape Life – How do you escape daily life? What drives you to do the things that you do in excess, such as eating, sex, spending, exercising, hobbies, alcohol/ drugs, adventure, etc.? How much do you enjoy your secrets? In what areas do you strive to overachieve, providing you value and self-worth?

Listen for alarm bells

An important step in developing into a healthy and emotionally mature person is to take a personal inventory and accounting of your life. It’s all about your conscience and maturity. Some folks have a highly developed conscience, while others are woefully immature. I am continually amazed at leaders and the alarm bells that never went off in their heads. If you do not take steps to do a personal evaluation, the road ahead will surely be difficult to navigate. And if the alarm bells are not going off in your head, daily or weekly, something is wrong already. You need to start asking the hard questions and take action now.

• The less self-governance a leader has, the more restraints they need. • Problems are normal in daily life. Leaders are problem solvers, so deal with them before they deal with you. Pay now and play later. • Leaders are learners – keep growing and maturing. Reading this article is a step of self evaluation. But what you do with your thoughts is the key. • Identify areas where you want to do better and find the right mentor to help you. Use different mentors for different issues. Be humble and ask for advice and insight. • Grow up and don’t lead a life of excuses. You are not a victim. Change your diaper. In the next issue, we will continue our conversation about Alarm Bells for Leaders. During my lifetime, I have made, and successfully recovered from, many mistakes. As a leadership coach and successful keynote speaker, I’m proud to share those lessons, along with everything else I have learned about being an effective leader in a successful company culture.

The starting point for a leader – besides leading and learning how to lead – is the development of conscience and the character component of their makeup. This allows a leader to lead for a long time, without hiccups that can damage them, including their reputation, leadership credibility, and professional and social stature. Asking the hard questions is a huge step in your personal and professional development, especially in leadership roles. In my 62 years, I have learned a few things that may be helpful to you: • There is no such thing as a secret – at some point it will surface, and often at the worst time. • Charisma will take you places that your character is unable to keep you. • Maturity does not come with age, but with the acceptance of responsibility. • Wise leaders will learn from mistakes and not let pain be the major driver of their learning. • Everyone has issues and insecurities, but you don’t need to let them rule your decisions and life.

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Robert Owens is an international speaker and coach on leadership development, lecturing in over 30 nations. In addition, Robert is a mediator and crisis coach. As a former United States Air Force serviceman, Robert became a team leader with the elite Special Ops unit known as “Pararescue.” Robert has completed nine Ironman Triathlons in four countries and is one of only two remaining Ironmen that finished both the original Honolulu Ironman course and a Kona world championship race. Currently, he resides in Laguna Beach, Calif., and is the father of five grown children. He can be contacted at 949.542.9600, or [email protected]. 13

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Insurance

Even an “Insurance Guy” Understands the Value of Protecting Security Industry Businesses By Michael J. Keegan A funny thing happened at ESA Leadership Summit in January. I was attending one of the many networking events and had a conversation with Joe Nuccio, president and CEO of ASG. Joe is very active and highly respected in our industry, and is often asked to be a discussion panelist to share his expertise about operations, technology and acquisitions.

As Security America RRG grows, so does the value of its shares for its policyholders. Following the sale of my company, the Board of Directors elected me as president of Security America. It is an honor to serve as president, and it allows me the opportunity to give back to the industry that has provided so much to me.

“T

and the many benefits that it provides. I admit that standing in front of my peers at these events is intimidating. But it has been these speaking opportunities that gave Joe the impression that I was “an insurance guy.” In many ways over the years, I have become that guy.

his year’s ESX keynote speaker, Tom Avery, is not to be missed. He is an accomplished adventurer and mountaineer who is one of only 41 people to have traveled on foot to both the North and South Poles.”

While chatting with Joe, I made a reference to my 29-year career in the alarm industry. My first job in the industry was as an operator at a central station. I moved on to sales, then sales management, general management and regional management. After all those experiences, my wife, Luette, and I started, built and sold an alarm company in Jackson Hole, Wyo. Joe was surprised. He thought I was “an insurance guy.” That made me laugh: me, an insurance guy? But I quickly realized that being thought of as an insurance professional was the highest compliment he could have given me. Back in my ownership days, our company was insured by Security America Risk Retention Group (Security America RRG). As a policyholder, you own Class C shares in Security America, and I served on the board of directors for seven years as the Class C Shareholder representative. As a board member, I represented the interests of all my fellow policyholders.

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As a sponsor at many industry functions, such as ESX and Leadership Summit, I am given the opportunity to address attendees on behalf of Security America RRG. This year, one of my greatest privileges will take place when Security America sponsors the Keynote Luncheon at ESX. This year’s ESX keynote speaker, Tom Avery, is not to be missed. He is an accomplished adventurer and mountaineer who is one of only 41 people to have traveled on foot to both the North and South Poles. We have been fortunate to have many incredible speakers, and Tom also will be one you will remember. Before introducing Tom, I’ll be given a few moments to talk about Security America

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As the president of Security America RRG, I point out that it is owned by ESA and its policyholders. This allows Security America to focus on the risks of our business and our industry – the risks that we all know are inherent to what we do. I am known to boast that when a frivolous claim is made against your company, it is comforting to know that your insurance company knows what you do, how you do it and the technology you utilize. We will fight for you.

As a security provider, you must have insurance. Why not be insured by a company in which you have ownership? If you have any questions, feel free to email me or call. After all, I am the “insurance guy.”

Michael J. Keegan President Security America RRG [email protected] 307.413.5844

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Legal Issues

Vigilance Can Prevent Seven Common Mistakes That Place Contracts in Jeopardy By Wendy Carlisle I have the pleasure – and unfortunately sometimes the pain – of reviewing alarm sales and monitoring contracts for litigation, revisions and potential acquisitions. Here are seven mistakes I see most often in contracts.

Non-assignability

Do you want to sell your business someday? The buyer will likely want to take over without having to get every one of your customers to sign a new contract. This can be done if you can “assign” your existing contract. An “assignment” is when one party to a contract gives the contract’s obligations and benefits to another person. To make sure that you – but not your customer – can assign your contract, it should be worded similar to this: Assignment. Customer cannot assign this Agreement without Alarm Company’s prior written consent. Alarm Company may assign this Agreement or any of its obligations under this Agreement without notice to Customer. I have seen contracts that, because of sloppy legal drafting, do not allow an assignment. One agreement that I looked at recently had a clause that allowed for assignments, but also had a blanket provision stating the agreement was not transferrable. That was enough to make the potential buyer walk away.

Typos

Typos are the bane of any writer’s existence. They can happen to anyone (just ask my editor at ESA), but they can mean the death knell for a contract. As an example, I recently looked at a contract that was riddled with typos, including one in the limitation of liability section. … Customer agrees to indemnify, defend and hold Alarm Company harmless form any and all claims and lawsuits … 16

It’s easy to spot the typo. It might look innocuous, and a court would probably still enforce this provision because the intent is obvious. But, in the worst case, typos could ruin the intent of the contract and make it unenforceable. Do you really want to take that chance? Moreover, having typos in your contract gives the impression that your company is sloppy. If a document that is vital to your business is sloppy, you will also have an uphill battle to convince a potential buyer, a court, or a jury that your sales practices, installations, and service are not also sloppy.

Not updated for technology Have you been to any security industry trade shows recently? The amount of new technology is staggering. Indeed, over the past decade the industry has transformed because of all the new electronic aspects of security. If you have been in business awhile and you have not updated your contract, it may be stuck in the dark ages of technology when all you had to worry about was a POTS line and some hardwired components. www.ESAweb.org

These days, depending on your business and what components you sell, you may need to include provisions in your contract that are related to Internet and cellular data transmission, data storage and corruption, privacy (especially if you offer video), password security and theft (especially for smart phone or Internet access).

Failure to comply with home solicitation cancellation laws

There are federal and state laws that govern home solicitation sales. These laws dictate that you must give your customer at least three days in which to walk away from any sale that was made in their home (and in some states by telephone). These laws include wording that must be in your contract giving notice of this right to cancel. The wording must be in a certain place in the contract, and in a certain type size – typically by the customer’s signature in at least a 10-point font. In addition, these laws require that the home solicitation customer be given a handout, separate from the contract, with this information. 2014 Vol. 2

Legal Issues

If you do not follow these laws, your customer may be able to get out of the contract altogether at a later date. This would make your limitations of liability and damages meaningless.

Hiding important provisions Unfortunately, in many jurisdictions the days of courts upholding contractual provisions limiting an alarm company’s liability and damages without a second thought are waning. You may recall that last year I wrote about a case in which the Georgia Supreme Court upheld a ruling that a company’s limitation of liability clause was unenforceable because it was not explicit, prominent, clear and unambiguous. The court explained what was wrong with the contract:

“[T]he limitation of liability clause is found on the back of the one-page, two-sided contract ... which is titled ‘DAMAGES.’ And rather than being set off in its own paragraph – or even its own subparagraph – the $250 limitation appears toward the end of the second long subsection (e), after a nearly equally long sentence discussing the liability of police or fire departments, and it is far removed from the paragraph 5 title indicating the subject matter of the paragraph. In addition, while the sentence indicating that (the company) is not liable for incidental or consequential damages is in capitalized typeface, neither the $250 limitation nor the fact that it applies to acts of negligence is capitalized or set off in any unique or prominent way. To the contrary, this important language is written in the same small, single-spaced typeface as the majority of the contract.” In other words, the important provisions protecting the alarm company were hidden in small font, on the second page, under a heading that did not give a hint about the provisions. Don’t make these mistakes. Another case comes from California, where a plaintiff claimed he did not receive the second page to his monitoring agreement and therefore was not aware of the cancellation and renewal provisions. 2014 Vol. 2

The case was initially dismissed, but then was reinstated on appeal because the court found: “Based on the record before us, (the plaintiff) … had no reasonable opportunity to learn the essential terms of the document he signed as a result of (the company’s) purported failure to provide him with the second page of the agreement. Although the agreement warns a potential customer that he may be charged a cancellation fee, that statement alone would not have informed a reasonable person that he would be charged an early termination fee, much less one for $750 or the remaining amount due under the agreement. (The plaintiff) was not negligent in failing to take additional steps to ascertain what may be charged as an early termination fee. While the law is clear that a consumer is generally not excused from reading a contract, (the company) has provided no legal authority for the proposition that a consumer is obligated to question and investigate any provisions which merely allude to a potential fee.” The allegations in the second case are different from the first. It is not that the terms were hidden in small font, for example, but that they were hidden entirely by failure to give the customer both pages of the contract. Other than the obvious lesson to make sure you give your customer all pages of the contract, there are some perhaps less obvious contract-drafting lessons to be learned: Include page numbers on your contract (“page 1 of 2,” for example); have the customer initial pages on which the customer does not sign; and indicate the total number of pages on the first page of the agreement, and that by signing the customer agrees that he or she has read and received all pages.

No subrogation waiver

A subrogation waiver is a provision that states that the alarm company will not be liable for any claims arising from hazards covered by the customer’s insurance. www.ESAweb.org

As I have written before, many lawsuits against alarm companies are subrogation lawsuits brought by insurance companies. For example, if an insurer pays for a homeowner’s claim on a house fire, it may then sue the alarm company claiming the alarm did not notify the homeowner of the fire in a timely manner. If your company’s contract has a subrogation waiver, you have agreed with the customer in advance that the insurer cannot bring such a claim. There are exceptions to this provision’s enforcement but it is wise to make sure your contract includes this provision because it is enforceable, under the right circumstances, in many jurisdictions.

Not updated on a regular basis

Your contract should be a living document, ever-changing as new information comes to light on best practices, whether from new laws, court decisions, or shared wisdom in the industry. While it is tempting, do not get a contract and then forget it. Just like technology, the law affecting your contracts changes. Your contracts should be reviewed regularly by an attorney who is familiar with the industry, and who stays abreast on legal happenings.

© 2014 Wendy Carlisle. Wendy is an attorney who represents alarm companies as part of the Minneapolis-based firm of Blackwell Burke P.A. She can be reached at [email protected], or through her blog at www.alarmlaws.com.

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Sales

Internal Training Techniques Create Salespeople Who Are Prepared for Competition By Steve Bookbinder The first step in getting new salespeople up to speed, as well as sharpening the skills of existing salespeople, is to understand that “up to speed” and “sharpening skills” are not really human conditions that one can meet.

Importance of training

It suggests that the new salesperson is already moving in the right direction (albeit at a slow speed) or that the existing seller has the right skills that have somehow become dull. Once we speed up the belt or wipe away the dullness, we reveal a sharpened person operating at the proper speed. That is like viewing people as sculptures – simply remove enough rough stuff and you are left with perfection.

Salespeople are different, the market is different, and their jobs are different. How can they be expected to perform successfully without training?

Let’s start by acknowledging the enormity of the challenge, then admitting that for sellers to reach these goals, they are going to have to learn new ways of succeeding in a new environment.

Training is a lot of things, including practice, motivation and team-building.

Just speed up the belt and wipe away the rust, right? Wrong. That is trying to get people to excel at doing something they never did before. 2014 Vol. 2

But here’s the main point: Selling is a competitive sport. How can one seller get and maintain an advantage over their peers without training? If their peers are training, they have to as well. However, sales training sometimes feels like overkill for experienced sellers and “too much, too soon” for new hires. What’s a manager to do? I’d love to tell you that hiring an outside trainer solves all of your problems in the same way that hiring a landscaper gets you out of doing all the yard work. But the manager has to set the tone and create a training culture; then the buy-in for training increases.

Business owners don’t want dull people who are content with moving at the right speed. They want sellers who reach ever-rising goals, generating increasingly profitable sales to betterqualified leads. They have to increase their pipeline, shorten their sales cycle, improve their forecasting accuracy and be a team player while they’re at it. Things are always changing – the market, the goals, the competition, and so on. So salespeople must meet these everchanging conditions in exactly the right way, even in the middle of changes to procedures, administrative obligations and sometimes their territory.

Training gives sellers a wider range of strategies, tactics, and habits as well as the confidence to test new approaches. Training makes sellers think of questions, answers, turnarounds to objections, counteroffers and all the other things that come up during the day.

Some form of training should happen each week. Here are four activities that every manager should do weekly, independent of training provided by “professional trainers.”

Role-play each week

Some people think that if a person has enough skills, they don’t need training. But how can that be when Olympic athletes, concert musicians and many others spend their entire careers in training? Actors train forever. But sellers don’t need to? Do they know what training is?

www.ESAweb.org

Training in general – and roleplaying in particular – needs a brand-lift. But even though sellers are frequently not in favor of roleplaying, they benefit from the practice. There are lots of ways to conduct role-playing apart from simply trying to embarrass people. The key is that if it is done enough, resistance to roleplaying begins to break down. It most closely resembles real life and therefore serves as an important rehearsal for real meetings where much may be riding on each moment. [continued on page 21] 19

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Sales

Training

[continued from page 19] Selling is performance art. Do you really want sellers performing unrehearsed? How do you know what they might do in the field if you don’t even watch practice? If baseball players warm up before every inning, why don’t we think sellers need to warm up too?

Sellers will be surprised by how little their first 20 questions penetrated the customer’s world. They also learn to listen more effectively, rather than simply rely on the same “tried and true” all-purpose questions for each sales meeting.

Benefits extend beyond the person playing the seller. Observers learn even more by analyzing the performance; the most experienced sellers can share their insights and the least experienced new-hires will quickly learn to be prepared for sales challenges presented during role-playing.

The single biggest need most sellers report is the inability to put their hands on success stories needed to add color to their sales presentations. They don’t always require elaborate case studies (although those help too), but every seller needs the talking point version of success stories which can be used in whole or part to answer these common and challenging customer questions: • What is the advantage of working with your company? • What are the differences between your company and your competitors? • What makes your company worth the money? • What is the ROI of working together?

“They say – I say” exercises These are exercises in which sellers write down their most challenging objections and draft their best turnarounds. New hires can refer to this document, and experienced sellers can keep refining it.

Going from written draft to role-play practice helps every seller listen better. They begin to see their world as a series of turnaround-able objections and easilyanswered questions. In a sense, their sales conversations slow down and they can anticipate what is going to happen as well as recognize different variations of the same objections and questions.

Ask qualifying questions

I have trained more than 1,000 companies, and virtually all of them report that their sellers are not asking enough questions to properly understand their customer’s goals. Often this means asking enough questions in order to learn their customer’s business. What questions uncover the right information? Try playing what I call the Press Conference game. Either bring in a real customer or ask a staff person who can authentically and intelligently play the part of the customer. Sellers get to pepper the customer with 20 questions. When done, the customer reveals their real goals, issues, business problems and opportunities. 2014 Vol. 2

Learn stories from each other

Who is best equipped to teach this? Either ask your most experienced seller to teach the others (even the most skeptical experienced seller believes in their own training) or take the weakest seller (teaching accelerates learning) and ask them to prepare a short training session (perhaps called “Stories for all Sales Occasions”). Even if no one else learns, they will become stronger sellers. Any sales organization that is taking these steps on a regular basis will create a training culture that will make development part of their work-life fabric instead of a time-wasting burden. Only one kind of organization finds that training is always the right investment– the one whose performance equals survival – military, sports, or the arts, to name a few. The companies that are in it for the long run – GE, IBM and others – provide training all the time and support every new initiative with training. These businesses have established a training culture. You know you have a training

www.ESAweb.org

culture when each person shares the honor and responsibility of working at your firm and each knows that their own personal career and division’s life hinges on them. Personal development follows personal responsibility. But first remember that training must be administered; most sellers won’t train themselves.

Steve Bookbinder is CEO of Digital Media Training, and was a keynote speaker at the 2014 ESA Leadership Summit, providing insight into fundamentals regarding sales management, business prospects and effective tactics for sales management. More information is available at www.dmtraining.net, or by calling (212) 502-3064.

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Management

Skillful Delivery of Feedback is a Powerful Tool for Effective Management of Employees By Cecil Wampler Managers often critique their employees; feedback is just part of the work cycle. When feedback is delivered in a proper manner, you can see great results. Unfortunately, some managers only provide detailed feedback for performance during an annual evaluation or performance review. Instead, it should be a regular part of your management process. Here are a few ways to provide effective feedback, and to make sure it is achieving the desired results.

improvements and change their behavior. Positive feedback is generally easier to give, but if it’s given too generously, it loses its meaning. Some managers rarely, if ever, have anything good to say, while others go out of their way to find something positive. You’ll need to gauge where you fall on this spectrum. One example of effective positive feedback would be: “Hey Nate, do you have a minute? I just wanted to congratulate you on the presentation you gave this morning. It was really informative and everyone was impressed with the work you put into it.” Whether you’re delivering positive or negative feedback, there may be times you miss the mark. Your developmental feedback skills will improve over time. Don’t hesitate to go back and follow up – particularly after giving negative feedback – to ensure that you didn’t send the wrong message.

Be clear and concise

Feedback should be timely

If you’re providing feedback about a job that’s being done improperly, give detailed information. This developmental feedback will help the employee improve. When feedback is too general, you may actually cause the employee to stop doing things he or she had been doing correctly, and never address the specific problem.

It’s much easier for an employee to relate to feedback when the behavior has occurred recently. Feedback will be most effective if you don’t let a lot of time pass before you address it. For example, an employee may not feel as motivated to hear in January how much you enjoyed the work they did coordinating the Halloween party.

Comment on the good things, and then correct the problem issues. One example might be: “Sara, you’ve done a great job completing your paperwork this week. I just need you to make sure it gets filed every day before you go home. If we need to find something, we need to know it’s been filed properly.” Remember that the intent is to help employees to make

It is sometimes more convenient to wait until later to say anything, but you may be unable to remember all the details, or you might mention it when the employee doesn’t remember the behavior you’re addressing. If it’s a performance issue worth mentioning, do it on the spot or as soon as you can.

2014 Vol. 2

www.ESAweb.org

Mistakes to avoid

If your feedback is strongly negative, be sure to keep a calm demeanor. If you’re really upset about a behavior, it’s usually a sign you’ve put off saying something for too long. By approaching an employee in anger, the message can get lost in the delivery. Also, the employee may avoid you because you’re acting irrational in their mind. While it’s often a good idea to mix in some positive points before providing negative feedback, don’t deliver the message in such a way that the negative feedback gets lost in the discussion. Managers who are intimidated about confronting an employee may make this type of mistake. You’ll notice that in the earlier example of the interaction with Sara, she was praised for her hard work and her performance with the paperwork, but it was also made clear that she had to file the paperwork in a timely manner. Finally, try to provide more positive than negative feedback. It’s fun and rewarding to be an active participant in your employees’ development. Effective feedback is an effective management tool you will want to utilize often in your organization.

Cecil Wampler specializes in industrial and organizational psychology through his consulting practice. His blog can be found at www.peoplemanagementconsulting.com, and he can be reached at [email protected].

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Training

ESA’s National Training School Prepares its Learning Management System as a Powerful Training Tool By Michelle Yungblut Do you suffer from acronym overload? I know I do! I have a cheat sheet of all the industry acronyms so that I can quickly look up the letters that someone blurts out. I call it my alphabet soup dictionary.

track and support live learning events as well as e-learning. Five years ago, the main users of an LMS were administrators and instructors. But today, students rely on the LMS as much as the training staff.

is computer-based testing, which will allow students to take one of our human-proctored exams on their tablet or laptop and immediately receive their pass/fail status.

The life safety industry is not unlike other industries in its love for acronyms; the fields of technology, medicine, and engineering are all well recognized for

At ESA’s National Training School (NTS) we have big plans for the LMS we recently acquired. Our goal is to have the LMS – or as we are calling it, the ESA Learning Portal – become an easily accessible and easy-to-use tool for our customers to access their past training records and to track their progress in completing ESA/ NTS certifications.

Our mission at ESA/NTS over the next year is to use the LMS to provide better, faster and more efficient services and tools for our core customer, the learners. We are extremely excited about the transition we are undergoing and we know you will be excited as well.

their long lists of acronyms. Education and training has its alphabet soup as well, and one of the most powerful is the acronym LMS: Learning Management System. Get ready, because you are going to hear a lot from ESA about our LMS in the coming months. So what exactly is an LMS, and why should you care? Properly defined, a Learning Management System is a software application for the administration, documentation, tracking, reporting and delivery of e-education courses or e-training programs. In the last couple of years, these applications have evolved to be even more powerful than the formal description. Many of them are cloud-based or Internet-hosted, and they 2014 Vol. 2

We aren’t stopping there, however. The learning portal will also allow students who register for one of our many live training courses to access supplemental course information in advance of, or after, the class. Remember those difficult electricity math calculations you learned in Level I? Tutorials will be available on the learning portal for students to access whenever they need it. My favorite resource on the portal is the Security Industry Dictionary, because it contains a comprehensive list of industry acronyms and definitions of common industry terms. We include this dictionary in most of our course manuals, but having it on the portal site will allow learners to access it when and where they need it – even from their smartphone. Another key service we are going to provide through the learning portal www.ESAweb.org

Please watch your inbox for announcements regarding the roll-out of this new tool. In the meantime, you can start to memorize the latest industry acronyms: WORP, MSSP, VMS, and any other new entries in the alphabet soup dictionary.

Michelle Yungblut Vice President of Training and Certification [email protected] 972.807.6830

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Cover Story

Charles “Dom” D’Ascoli 2013 Weinstock Person of the Year

By Bob Ogle Dom D’Ascoli has the kind of personality that draws attention when he walks into a room, no matter what else might be happening. When he talks – especially with that distinctive New York accent – people listen. There’s no pretense; when he says what he means, he absolutely means what he says. He’s not intimidating or egotistical, but he definitely has a commanding presence. While his presence might be the first thing people notice about Dom, it’s not

26

why he is the recipient of the industry’s highest honor, the 2013 Morris F. Weinstock Person of the Year Award, sponsored by Interlogix. He is the recipient of the award because of his remarkable record of leadership over the years, most recently as ESA’s immediate past president. It’s his willingness to do whatever it takes to get the job done, and to place the needs of the industry above everything else. It’s a clear vision of the industry’s future, along with the backbone to stand up for tough decisions that are required in order to get there. Finally, it’s an understanding that it’s not just about www.ESAweb.org

the willingness to take risks – it’s about learning from any stumbles that might occur along the way. Each year, the winner is nominated by ESA board members and then selected by Weinstock recipients from previous years, honoring outstanding achievement and ongoing efforts on behalf of the association. Former Weinstock honoree ESA Vice President David Koenig and ESA President John Knox nominated D’Ascoli for the award. “I know his dedication and the amount of time he’s spent on the association,” Knox 2014 Vol. 2

Cover Story says. “I’ve seen it first-hand, so it was a very easy decision. He’s served unselfishly, and, so many times, I’ve watched him put his own company’s business aside to take care of ESA business first.”

The story could easily end there, since that level of accomplishment is more than enough to justify receiving the Weinstock award. But ask D’Ascoli a few questions and you’ll hear a lot more.

“I grew up on the streets, and I was a troublesome kid,” D’Ascoli says. After one particular brush with the law, “the court told me that if I moved out of New York, there’d be no prosecuting me.”

ESA Executive Director Merlin Guilbeau agrees that being the association’s president requires an incredible level of sacrifice.

The city kid heads south

That’s how he ended up living with an aunt in Fort Lauderdale at age 17. “It turned me around,” he says. “It changed my life to be around a different element. I loved Fort Lauderdale, and I started to flourish there.”

“All of our volunteers are important to the association, but not all volunteers are created equal,” Guilbeau says. “It’s interesting to see the different commitment levels of volunteers, and without a doubt Dom’s level rises beyond the call of duty.”

Given the heavy accent, it would be easy to place D’Ascoli on the noisy streets of New York instead of in the serene mountains of western North Carolina. But in 1982 he founded Smoky Mountain Systems in Franklin, N.C. – population 3,896, give or take a few – after a journey that started in Brooklyn, with a life-changing period in southern Florida.

“I talk like a Yankee, and people remind me of that frequently,” he says. “I have all the big-city habits, but I can mix with clientele from the city and also with the ‘smart-like-a-fox’ good old boys.”

D’Ascoli’s record of service to the industry has been nothing short of remarkable. It started in 1984 as a member of the Georgia Electronic Life Safety and Systems Association (GELSSA), where he served three years as secretary. In 1995, he joined the North Carolina Electronic Security Association (NCESA) and served one term as vice president, one term as treasurer, and two nonconsecutive terms as president. At ESA, his roles have included chairman of the Standards committee, as well as being part of the Elections, Investment and Education committees. In 2007, he was elected as an ESA vice president, and served in that capacity before becoming president in 2010.

Even after nearly 40 years in western North Carolina, D’Ascoli is proud to report that the city guy is alive and well, though he can move easily between the urban and rural worlds.

Call of duty

Much of D’Ascoli’s life has been shaped by his time in the Army Signal Corps after leaving Fort Lauderdale. He worked as a communications specialist, maintaining microwave sites in West Germany. He’s particularly proud of becoming a sergeant (E-5) in 13 months, which was a remarkably short amount of time.

As a teenager, D’Ascoli says, his life turned in a positive direction after he moved from Brooklyn to Florida.

That military experience has affected the causes he supports [continued on page 28]

Dom D’Ascoli receives Humanitarian Award from Mission 500 The Morris F. Weinstock Person of the Year Award certainly isn’t the only recognition Dom D’Ascoli has received this year acknowledging his efforts on behalf of others. Mission 500, which is this year’s official charity for ESA Gives Back, selected D’Ascoli for its 2014 Humanitarian Award, which recognizes security industry professionals who make a positive contribution to children and families in need. D’Ascoli received the award on April 1 at ISC West in Las Vegas. D’Ascoli is active in a number of charitable causes, but families – and children in particular – receive a great deal of attention. He has made an impact in many ways, including chairman of

2014 Vol. 2

the Children’s Home Society of Broward County in Florida; chairman of the Macon County (N.C.) Department of Social Services; president of REACH (Resources, Education Assistance, Counseling and Housing) of Macon County; a member of the Child Fatality Board for Macon County; an ardent supporter of Habitat for Humanity; and past chair of the Finance Counsel at St. Francis of Assisi Catholic church. D’Ascoli also is a founding member of the Franklin (N.C.) Daybreak Rotary Club, through which he works to help eradicate polio around the world, and also has developed numerous water projects worldwide. His dedication to the Rotary Club has resulted in a number of Paul Harris Fellow awards.

www.ESAweb.org

Dom D’Ascoli received the Mission 500 Humanitarian Award in April at ISC West in Las Vegas.

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Cover Story with his time and money. He has a soft spot for veterans and their families, particularly those who are in need. He has been extensively involved in the Veterans Airlift Command, in which a network of volunteer pilots provides free air transportation for medical treatment and other purposes to those wounded in 9/11 combat, as well as their families. It doesn’t stop there. D’Ascoli supports a number of military causes – such as the Wounded Warrior Project and the Warrior Dog Foundation, to name a couple – and

but I try to help out a lot of different causes in some small degree as much as I can.”

An entrepreneurial spirit

Like many ESA members, D’Ascoli is known for being an entrepreneur and a hard-nosed businessman with an eye on the bottom line. However, security wasn’t his first choice for starting a business. In fact, it’s not widely known that he started out as a “techie,” with emphasis on telecom expertise. He returned to south Florida after the military, and worked at Southern Bell in a number of positions. After establishing a vacation home in western North Carolina, he decided it would be a great place to raise a family. “I tried to find a company to go to work for, but I was overqualified for anything in that area,” he says. “After doing contract work, I figured out that I knew more about technology than the average bear. So I utilized that knowledge to go into business for myself.”

D’Ascoli’s adulthood was profoundly shaped by his experience as a sergeant in the Army Signal Corps.

his contributions aren’t limited to his checkbook. He also mentors veterans with PTSD and other issues, and his wife Marla supports families who face challenges living with veterans who are assimilating back into civilian life. “It’s gratifying to know that you’re making a difference,” he says. “You can help wives with the things they go through with their husbands, and give the families someone to talk to. But when you’re not there, the families still have to deal with the situation. These things don’t go away.” In addition to military causes, D’Ascoli’s support ranges from children’s services, women’s shelters and other social causes to a list of civic organizations like Rotary International, Knights of Columbus and United Way, although he admits that there have been so many causes over the years, it’s hard to keep track. He also admits that he has a hard time saying no. “If you talk to my wife, she’d tell you that,” he says. “I’m getting better at it,

28

The result was Smoky Mountain Systems, which started strictly as a telephone company. The security business followed close behind in 1984 after a cousin with that background moved to the area. Trying to stay ahead of the curve, D’Ascoli continued to develop his technology vision by establishing an audiovisual company, becoming an internet service provider, and by doing web design and hosting. As the technology evolved, his businesses grew to include wireless communications, underground fiber infrastructure and home automation.

been with the company for the past 17 years, he tends to balance D’Ascoli’s entrepreneurial drive with a sense of practicality and pragmatism. “He’s an entrepreneur by every definition,” Fiske says. “Entrepreneurs are thinkers and idea people, and he likes to put ideas out there and get feedback, just to see what people are thinking and what they say. He always tries to surround himself with good people. He has an ability to draw ideas from others, incorporate his own, and make it a team effort.”

Faith and values

One would think that two people from extremely different backgrounds – “a New York Italian and a Southern boy,” as Fiske puts it – might be an uneasy match. But they have one very important thing in common. While D’Ascoli is Catholic and Fiske is Southern Baptist, faith in God is the cornerstone for both of their lives. “We’re very similar in our basic beliefs and morals,” Fiske says. “Even though we come from different religions, we still have a lot of common ground. That comes from parents who believed in the fundamental themes of family.” D’Ascoli is quick to acknowledge that his faith is his rock, and it forms the foundation for his personal values, especially when it comes to giving back to others. “I grew up in a family that had strong religious values,” he says. “I’m a devout Catholic, so doing things

The entrepreneur is alive and kicking, but D’Ascoli is still a techie at heart. “I deal better with the technical and engineering side of the house,” he says. “I’ve always felt that when a technician comes in at the end of the day, I can look at his tickets and know what he did, and how much money he generated.” “It’s not that I don’t have my hand in the managerial part,” he adds, “but that’s what I have Sam for.” “Sam” is Sam Fiske, general manager and chief operating officer at Smoky Mountain Systems, as well as an active volunteer at ESA and the most recent Sara E. Jackson Award recipient. Having

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D’Ascoli (center, in a birthday photo) acknowledges the importance of a family with strong religious values.

for charity has always been a part of my family, whether it was pancake breakfasts, cooking chickens, building churches or any other endeavors.”

2014 Vol. 2

Cover Story That solid set of values also includes a warm approach at the personal level, as well as a strong sense of connection to others.

As he prepares to end his two-year term as president, Knox praises D’Ascoli’s commitment to the future, and his work to ensure the greatest value for members.

Both Guilbeau and Knox use exactly the same words: “He never met a stranger.”

“As president, his vision was to build a world-class association by delivering exceptional value,” Knox says. “His foresight and leadership ensured our ability to embrace companies that are involved in new technologies and need a place to get involved. His sound business practices positioned ESA to continue to move forward from a strong financial base.”

“Dom values the opportunities he has had to sit and talk with other company owners and other people in the industry,” Guilbeau says. “I think what means the most to him are the friendships he has developed. They’re not just people you call friends while you’re serving. They’re lifelong friends. He’ll be friends with many people in this industry long after he’s done volunteering with ESA.”

D’Ascoli still emphasizes the value of membership when he talks about the association and its future. “Members have to see the value,” he says. “They’re the ones who have to be convinced. I know where we have come from, and our attitude always was that we can’t go backwards. We always felt like we started this, we’re going to get into it, we’re going to get through it, and we’re going to be successful. And we are successful.”

How strongly does D’Ascoli value friendship? “I don’t forget,” he says. “I’m still doing favors for people from 30 years ago. If somebody has helped me out somewhere during my life, I’ll go out of my way.”

Moving forward

D’Ascoli’s presidency brought about a great deal of change at ESA, including creation of a Member Service Center, moving to a new headquarters, and pushing for increased financial stability.

D’Ascoli is the proud patriarch of a large extended family. He set up his business in the scenic Smoky Mountains of North Carolina knowing it would be a great environment for raising children.

Sam Fiske Earns Prestigious Sara E. Jackson Award This year, there’s a particularly strong bond between the winners of the Morris F. Weinstock Person of the Year award and the Sara E. Jackson Memorial Award. Jackson winner Sam Fiske has worked for Weinstock winner Dom D’Ascoli for the past 17 years at Smoky Mountain Systems in Franklin, N.C. The Jackson award was officially presented to Fiske in January at ESA Leadership Summit. At ESX, though, the spotlight will fall squarely on D’Ascoli as the Weinstock winner. Both men acknowledge that as general manager, Fiske is largely the “numbers” guy and provides the perfect balance to D’Ascoli’s hard-charging leadership style. “I’m an entrepreneur and a gambler, and Sam’s ultraconservative,” D’Ascoli said. “He’s always got both oars in the water 2014 Vol. 2

at the same time, and that’s very helpful. He’s worked with me for a lot of years, and he has a work ethic that’s second to none. I wish I had half a dozen more like him.”

and has also served on a number of other committees and task forces. He’s always willing to handle anything that might come his way: “I will serve wherever I’m asked to serve by the president.”

In fact, Fiske is currently mentoring D’Ascoli’s eldest son, Mark, to eventually fill the slot as general manager whenever Fiske decides to retire. “Sam’s knowledge of the technical side is limited,” D’Ascoli said, “but he has a very strong overall knowledge of business and human relations.” The Sara E. Jackson Award, which is sponsored by Honeywell, recognizes an ESA volunteer who has exceptional leadership skills on a committee, task force or board. Fiske has been chair of the Membership Committee for more than three years, www.ESAweb.org

29

Association News

ESA Joins Forces with Mission 500 for Mission Trip to Mexico in October ESA and Mission 500 will lead an industry-wide mission trip to Mexico in October that will help improve sanitation and bring clean, uncontaminated water to families in the San Luis Potosi region. Participants on the trip, which will take place Oct. 27-30, will have the opportunity to not only strengthen and construct water sanitation systems, but also educate families and build health awareness related to these issues. Mission 500 is a nonprofit organization dedicated to serving the needs of children and communities in crisis. It is this year’s official charity for ESA Gives Back, which is the association’s charitable and philanthropic program. Approximately 2 million children die worldwide each year – 6,000 each day – because of preventable infections spread by polluted water or inadequate sanitation. The challenges of water and

sanitation depend on people’s access to these services and on improving the quality and operational efficiency. Through this mission trip, the security industry will directly address this problem by constructing systems, such as ecological toilets that sanitize and recycle. This process not only enables the indigenous population to prevent pollution rather than attempt to control it, but also renders their waste safe for reuse and contributes to their food supply through the production of organic fertilizers. Ways in which you can support this mission trip include: • Committing personally to traveling to Mexico with the group. Participants should plan on five or six days of travel. In addition to the sanitation project, participants will be able to take advantage of cultural trips and activities around the region as well.

• Supporting the trip financially by donating to the ESA Gives Back/ Mission 500 general fund or donating toward a specific individual’s fundraising efforts. The estimated overall expense for the mission trip is approximately $30,000, which does not include the $1,500 each participant will pay. Any donation amount is welcome, and all donations are tax-deductible. An official pin flag from a hole at the Masters will be raffled off as part of fundraising efforts at ESX in Nashville from June 22-26. Raffle tickets for the flag, which is autographed by 25 Masters winners including Jack Nicklaus, Tiger Woods, Arnold Palmer and Phil Mickelson, are available at www.ESAweb.org/2014MissionTrip. More information is available online at www.ESAweb.org/2014MissionTrip.

Marshall Marinace to be Installed as ESA President ESA Vice President/President-Elect Marshall Marinace will be installed as the association’s 41st president during ESA’s Industry Luncheon and Annual Meeting on Thursday, June 26, at ESX in Nashville. His two-year term officially begins on July 1, 2014, following the end of current president John Knox’s term in office. Knox will continue to serve on the Executive Committee for two years as immediate past president. Marinace has been active in the security industry for more than 37 years. His company, Marshall Alarm Systems, is based in Yorktown Heights, N.Y. 30

He started his involvement in the local association 28 years ago, and is past president of the Westchester (N.Y.) Alarm Association, as well as the New York Burglar and Fire Alarm Association (now known as the New York State Electronic Security Association). As time went on, he became increasingly involved in the national association. Marinace has served ESA in a number of areas, including the Standards and Fire/ Life Safety committee. He has been a member of ESA’s Executive Committee as a vice president for nearly six years, and he values the relationships that he has developed during his time on the committee. www.ESAweb.org

“I have been very fortunate to serve with such a great group of presidents, from Scot Colby to George Gunning, Mike Miller, Dom D’Ascoli and John Knox,” he said. “Not only were we closely knit, but we developed a long relationship and have become personal friends.” Marinace said he is looking forward to his term as president, and is pleased with the direction of the association. For him, the key always will be continually building value for members. “We’ve made some great strides in the past several years in how we serve our members,” he said, “I think that it’s important that we continue to provide that level of service.”

2014 Vol. 2

Membership

Membership is Partnership: Payment of Dues Provides Fuel for Industry Advocacy By Chris Heaton We recently received a contact from an ESA member company informing us that they would not be renewing their membership this year. Although they said they recognize and appreciate what ESA does for the electronic security industry, they felt as though they were not taking advantage of the benefits from their membership dues.

“Y

our dues play an important role not only in the well-being of our industry, but in making your business more profitable.” While it is disappointing to lose any member, what is most troubling is when this member – or any other member – does not recognize some of the valuable benefits they actually do receive by being a part of ESA. In particular, members benefit from our efforts on their behalf in matters of government relations and industry advocacy. Our industry and our member companies are heavily regulated and legislated, often with negative consequences – particularly for companies that operate in multiple states. From its inception in 1948, ESA has served its members as an advocate for reasonable and limited regulation and licensing. This allows our member businesses to make a profit, and for consumers to have basic protections from fraud and abuse that would also ultimately harm the industry. This effort continues to this day and ESA, along with its Chartered 2014 Vol. 2

Chapters, relies on dues to fulfill this advocacy on its members’ behalf. Here are some recent examples: • The Illinois Electronic Security Association (IESA) is on the front line dealing with potentially harmful state legislation. One bill would reinstitute the monopoly that federal courts ruled to be illegal in the Lisle-Woodridge fire-protection district lawsuit brought by a number of alarm dealers. • The Georgia Electronic Life Safety and Systems Association (GELSSA) collectively lobbied against a harmful bill that would have allowed highvoltage electricians access to lowvoltage work without any licensing requirements that low-voltage dealers must attain. More than 20 ESA/ GELSSA members lobbied on behalf of the industry and were successful in stopping this legislation. Because of their effort and the support of duespaying members, they don’t have to wonder what would have happened to their businesses if up to 8,000 electricians entered their market without having to meet their licensing requirements. • In Maryland and Missouri, bills were introduced that would have created or expanded the role of electrical licensing boards, without providing for low voltage exemptions. This could have bankrupted many of our members and seriously impaired the profitability of even large integrators. There is a concerted effort by some electrician groups and unions to take control of the low-voltage industry. Their most ambitious effort occurred in Maryland with bills that created a new electrical board and contained no low-voltage exemption. The union fought for this provision, but because of an enormous effort by a coalition that included ESA, other low-voltage trade www.ESAweb.org

associations and some of our National Company members, the low-voltage exemption language was inserted into the bill, which ultimately died as a result of the controversy. These are just a few of more than 450 industry-related bills filed in more than 30 state legislatures so far this year that we monitor and act upon on a daily basis. In addition to our continuous monitoring of state legislation and regulations, we have a lobbyist in Washington, D.C. that staunchly advocates industry interests in Congress and among numerous government agencies. ESA encourages and welcomes active participation by its members. But more importantly ESA needs true partners who are willing to support the work behind the scenes to support the industry across the country. By way of analogy, I would ask: How powerful would groups like the NRA or AARP be if they had millions of people who supported their causes, but only a few thousand who were paying dues? The bottom line is that your dues play an important role not only in the wellbeing of our industry, but in making your business more profitable. Ultimately, that’s what every business is about.

Chris Heaton Vice President of Membership and Chapter Relations [email protected] 972.807.6815 31

Advisor™One

Helping navigate the road ahead

Offering complete protection and lifestyle enhancement, Advisor™One is the next-generation security and comfort management platform. Whether it’s providing up-to-date traffic details, viewing video or remotely controlling locks, lights and HVAC, AdvisorOne keeps everyone in touch. The latest intrusion panel innovation from Interlogix, the AdvisorOne system takes security and comfort management to a whole new level to help families and small business owners stay informed and in touch.

LIFE SAFETY

When every second counts, AdvisorOne can quickly connect to first responders via simple, one-touch summon buttons with two-way communication for immediate response during emergency events.

LIFESTYLE

SECURITY

Serving up local traffic, news and weather updates, AdvisorOne can also manage security, HVAC and lighting, whether home or away, for complete convenience and control.

AdvisorOne provides full security functionality for homes and businesses that’s intuitive and easy to operate. Remote capability allows users to access and control the system while away using Web-enabled devices.

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For commercial applications, AdvisorOne secures people, property and assets with remote access functionality, convenient features and multi-language capability well suited for today’s businesses.

AdvisorOne joins Simon XT® and Simon XTi to provide a complete portfolio of panel options to meet the demands of every application. For a close-up look and full demo of AdvisorOne, visit the Interlogix booth #501 at ESX. © 2014 United Technologies Corporation. All rights reserved.

Learn more at interlogix.com/advisor. Follow us on Twitter @Interlogix

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 ADDITIONAL MEMBER SERVICES

MEMBER BENEFITS & BUSINESS SOLUTIONS Security America Risk Retention Group $1,000s Offering stable and competitively priced general liability including errors & omissions (E&O) policies. SecurityAmericaRRG.com ESAvings $1,000s Member-exclusive discounts and incentives for many of the products and services your company purchases on a regular basis. ESAweb.org/ESAvings Security Industry Recruiting Center $500 Discounted job board offers an average of $500 savings over non-members. ESAweb.org/SIRC Security Industry Marketplace Priceless A comprehensive search engine that allows you to streamline your search for industry-specific products and services. SecurityIndustryMarketplace.com

TRAINING & CERTIFICATION

Events and Networking Priceless Invaluable opportunity to network with fellow members and potential customers. Discounted Pricing on ESX $500 Receive members-only pricing on ESA educational and networking events such as ESX, Day on Capitol Hill and ESA Leadership Summit.

Can you afford NOT to be a member?

Professional Development and Training Discounts $100 National average member-exclusive savings for each National Training School (NTS) course. ESAweb.org/NTS

PUBLIC AWARENESS AND MARKETING 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 companies. Company Credibility

Priceless -year-old national association gives you credibility with your customers and an edge over competitors.

GOVERNMENT RELATIONS State Licensing Guide A guide to licensing requirements in all 50 states is available to members at no cost.

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.

$375

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. 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.

Contact ESA at 1-888-447-1689, www.ESAweb.org or by email at [email protected]

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 fi 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

one in a million

Honeywell’s VISTA® Automation Module puts opportunities at your fingertips. Millions of them. Honeywell’s breakthrough VISTA Automation Module (VAM) lets you put the connected home experience within the reach of more consumers than ever, at a price point that can’t be beat. With VAM, VISTA users can control their security systems, cameras, lighting, thermostats, locks and shades—and receive email notifications—on the same mobile devices they use every day. You can also offer them the same amazing functionality anytime, anywhere with Honeywell Total Connect™ Remote Services. And, with millions of VISTA control panels already installed, VAM is the ideal solution for upgrades and account retention.

VISTA Automation Module

Coming Soon! Honeywell Total Connect™ Video

For more information, please visit www.honeywell.com/security or call 1-800-467-5875. © 2014 Honeywell International Inc. All rights reserved.

Crowdfunding

“Crowdfunding” Websites Gain Higher Profile as a Funding Option for Entrepreneurs and Products By Bob Ogle Any entrepreneur will tell you that even if you have a great product or service, that’s only part of the equation. Sooner or later, you’ve got to find a way to finance it. Back in the old days – which, in Internet time, means roughly 10 years ago – there were conventional methods. They included taking out a second home mortgage or an equity line of credit, finding a partner with deep pockets, dipping into a retirement account, or trying to get money from friends and family. Today, a number of companies, including security and home automation startups like Canary, Piper, iSmartHome and others, have taken a different angle. It’s the Internet equivalent of “passing the hat.” The approach is called “crowdfunding,” and the basic concept is simple: To raise money, go online and ask a bunch of people to each provide a little bit of funding. Incentives can be added by promising something (such as the first unit off the production line) for everyone who contributes a certain amount; and something extra (such as dinner with the company founders) for those who contribute accordingly. There are a number of crowdfunding platforms, but the two main players are Indiegogo and Kickstarter. Neither takes an equity stake in projects. Instead, they charge a fee for campaigns that raise money for all types of projects, including products and services that might ordinarily be difficult to finance.

Indiegogo

Although it launched in 2008 as a way for independent filmmakers to raise money, Indiegogo now allows all types of funding campaigns, even for charities and personal use – including retirement and vacations. Kickstarter is much larger than Indiegogo, but when it comes to home security and automation, Indiegogo has a much better 2014 Vol. 2

track record. For example, it touts the compact Canary home automation system as one of its biggest success stories, raising nearly $2 million from 7,460 investors in 78 countries. The product is scheduled to ship this summer. Piper and iSmartHome have also been funded through Indiegogo. A search for other smart home products showed three more that are currently seeking funding. Nine others did not achieve the requested level of funding during their allotted time period. Campaigns have a funding goal and a deadline, and Indiegogo processes contributions once they are made. There are two funding options for campaigns. One, typically known as “all or nothing,” means that contributors get refunds if the goal is not reached, and Indiegogo charges no fee from the creators. If the campaign is fully funded, Indiegogo gets 4 percent. The other option, commonly known as “keep it all,” allows creators to keep the funds they have raised even if the campaign is not totally funded. For this option, however, Indiegogo charges 9 percent no matter what. Indiegogo has a campaign failure rate of about 80 percent, but is growing rapidly by generating a great deal of publicity through its inclusive campaign policies.

product requires a physical prototype and a manufacturing plan. Creators across all platforms are required to describe the risks and challenges associated with each project. Kickstarter also lacks any impact on home security and automation. Movies, videos and games are its most prevalent categories. Despite its size, a search of the top 200 technology projects that have been funded shows no significant home automation or security products. A search of current products shows only one true home security offering – a smartphonebased device that checks to make sure a home’s windows and doors are shut. Similarities between the two include establishment of funding goals, campaign deadlines and special perks or rewards for contributors. However, Kickstarter is strictly an all-or-nothing service that treats contributions as pledges. No money is collected until a project is fully funded. Kickstarter takes a 5 percent cut of all successfully funded projects. Funding is collected by credit card or through Amazon payments, which charges an additional 3 to 5 percent. While there are other differences between the sites, they share one major similarity: There’s no guarantee that the projects will ever become reality, much less become wildly successful. That part is still up to the entrepreneur.

Both Indiegogo and Kickstarter have a number of things in common, but size is not among them. Indiegogo has reportedly raised about $98 million since its inception; Kickstarter claims to have received more than $1 billion in pledges since opening for business in 2009.

Kickstarter

Kickstarter is dedicated only to projects, not for causes or fundraising drives. Projects must follow a series of guidelines in order to qualify, and not all are approved. Also, a funding campaign for a www.ESAweb.org

Bob Ogle Communications Specialist [email protected] 972.807.6813 37

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Small Business

Three Ways to Refresh Your Company’s Website in 20 Minutes or Less By Jeaneen Bengtson In a 2013 consumer survey conducted by the search-engine optimization (SEO) firm BrightLocal, 95 percent of respondents said that in the past 12 months they have turned to the web to find local businesses. Unfortunately, nearly half of small businesses don’t have websites. With 68 percent of consumers reporting that their decision to use a local business is directly influenced by the presence and quality of a website, it’s vital that small business owners put their best (cyber) foot forward. However, for many small business owners, updating the company’s website is pretty low on the to-do list. Here are a few improvements you can make to your website with just a few minutes of down time.

Five-minute fix: Get with the times

How often do you come across websites that have outdated promotions or references to previous years prominently displayed on the home page? If you’re guilty of living in the past, it’s time to make some changes. Take a close look at your website from top to bottom and make sure everything is up-to-date. One of the most overlooked areas is the footer, where an outdated copyright year may be hiding. If you can’t manage to update your website regularly, avoid posting information that is specific to a certain timeframe, such as a company anniversary or promotions that are due to expire soon. The last thing you want to do is celebrate your company’s 10th anniversary three years in a row.

2014 Vol. 2

10-minute fix: Read. Read. Read again.

Thanks to technology, we no longer have to whip out the dictionary to check our spelling skills. But if you’ve ever fallen victim to typing “costumer” instead of “customer,” you understand that one word can completely change the meaning of a sentence and spell check doesn’t catch

everything. If you’re only spending a few minutes here and there on your website, you may be rushing to post new content and there is a good chance that you may have misspelled or left out words. A few minor errors can negatively affect the way potential customers view your business.

links are one of the biggest offenders. If a potential customer clicks a link on your website and ends up on a 404 error page, it could cause the individual to question the reliability and credibility of your company and leave your website immediately. You’ll never get a chance to prove them wrong. There are many reasons why a link on your website may be broken: an internal page was deleted, the name of a page changed, or the link was typed incorrectly. You should occasionally dedicate some time to check for broken links on your website. Before you start imagining a dreadful afternoon of poring through your website links, consider using a free link-checking tool such as www.BrokenLinkCheck.com. Simply enter in your website address and the service will report every broken link found on your website and where you can find them. After that, it’s just a matter of correcting the links in question. Even if there are a million things on your to-do list today, carve out five minutes of your day to refresh your website. These small updates have a major impact on your company’s credibility and appeal among customers. That’s time worth investing.

To avoid embarrassing typos or run-on sentences, set aside enough time to craft clear and concise messaging before you post it to the Web. After you update your website, read the page once more or call in a colleague to read it. By having a coworker double-check your message, you can catch careless mistakes before they get to your customers.

20-minute fix: Will the website be unbroken?

When it comes to web faux pas, broken

www.ESAweb.org

Jeaneen Bengtson Communications Coordinator [email protected] 972.807.6811 39

Congratulations to ESA’s

2014 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 $457,000 in scholarships to youth around the nation since 1996.

Mackenzie McDonald 1st Place First-place winner Mackenzie McDonald was awarded $10,000 for her outstanding academic achievements, impressive essay and community service activities. Mackenzie resides in Erie, Pa. and was awarded the $1,000 top prize from the Pennsylvania Burglar & Fire Alarm Association Youth Scholarship Program. She went on to compete with the 19 participating chapter winners and ESA’s national nominee for the grand prize scholarship. Mackenzie recently graduated third in her class from McDowell High School with a 4.0 GPA. Throughout her time as a student, Mackenzie participated in several extracurricular activities and organizations at her school such as the Model United Nations, National Honor Society and Exposure Club as well as mock trial and peer tutoring programs. Additionally, she has trained extensively in various types of dance and now serves as an instructor for ballet and jazz at Marguerite’s Academy of Dance. Mackenzie strives to improve her community and often volunteers at her church, the Diabetes Resource Center and local homeless shelters. Robert McDonald, Mackenzie’s father, is a police officer for the city of Erie. In her essay, Mackenzie wrote: “My father is the best role model that anyone could ask for. As a result of my father’s dedication to public safety and strong moral values, I am the strong, conscientious woman that I am today.” Mackenzie has been accepted to the Massachusetts Institute of Technology. She plans on acquiring a degree in the medical field where she can serve the public, help the sick and comfort individuals in times of need.

Justin Hunsaker 2nd Place Justin Hunsaker of Mesa, 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 program for his scholastic achievements, essay and community involvement. Justin graduated from Skyline High School with a 4.0 GPA and is a distinguished leader in his community. He served as a member of Relay for Life, Arizona Boys State and National Honor Society. Justin dedicated much of his time leading special projects within the community and participating on the basketball and track and field teams at his school. Justin’s father, Jason Hunsaker, is a police officer at the Chandler Police Department. In his application essay, Justin wrote: “The vow taken by men and women in uniform like my dad transcends a mere contractual agreement of employment: it embodies a spirit of service, a willingness to sacrifice, and a devotion to do good on behalf of those who are utterly in need and can never reciprocate.” This fall, Justin will attend Arizona State University, where he plans to pursue a degree in politics. 40

www.ESAweb.org

2014 Vol. 2

Scholarship

Bethany Spatz 3rd Place The third-place winner and recipient of a $3,500 scholarship is Bethany Spatz from Vancouver, Wash. Bethany recently graduated from CrossRoads Academy Home School where she earned accolades as a National Merit Scholarship Program Commended Student and the Whole Armor Martial Arts 2013 Student of the Year. Bethany’s father, Joseph Spatz, is a firefighter for the city of Vancouver. This fall, Bethany will attend LeTourneau University in Longview, Texas.

Quinntana Reid 4th Place Quinntana Reid of Las Vegas, Nev. is the fourth-place winner of a $1,500 scholarship. Quinntana graduated from Silverado High School with a perfect GPA. For the past several years, Quinntana has been a member of the National Honor Society and an active volunteer within her community. Brad Reid, Quinntana’s father, is a firefighter at the Clark County Fire Department. Quinntana will continue her education this fall at Brigham Young University-Hawaii.

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

www.securityindustryrecruitingcenter.com

Visit Axis at ESX: Booth 117 Nashville, TN June 24-25

What’s the difference between night and day? Nothing. I can get excellent color images even in the dark. That’s because Axis network cameras are fitted with Lightfinder technology. They’re so sensitive to light, I can get clear color images even in very low light conditions – and that makes identifying people, vehicles and objects easier, at any time. When you’re responsible for securing a poorly lit area after hours, it’s a huge step forward. To learn more about Lightfinder, image usability and the surveillance solution that’s right for you, visit the Axis interactive guide at

www.axis.com/imageusability

Scholarship

Scholarships from Chartered Chapters Recognize Outstanding Achievements by Children of Emergency Responders 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. The competition was especially tough this year with more than 800 students applying for the scholarship program nationwide. After a grueling selection process, the first-place winners from each chapter were submitted to ESA to compete for the national scholarship along with a winner from a non-participating state, chosen by the Youth Scholarship Task Force. This year,

Congratulations to ESA Chartered Chapter Youth Scholarship Winners ARIZONA ALARM ASSOCIATION 1st Place ($5,000) Justin Hunsaker, Mesa, Ariz. 2nd Place ($3,000) Tanner Clark, Chandler, Ariz. 3rd Place ($2,000) Jacob Cypert, Yuma, Ariz. CALIFORNIA ALARM ASSOCIATION 1st Place ($3,500) Taylor Gater, San Luis Obispo, Calif. CONNECTICUT ALARM & SYSTEMS INTEGRATOR ASSOCIATION 1st Place ($1,000) Gunnar Soneson, Higganum, Conn. 2nd Place ($500) Caleb Fricke, Oakdale, Conn. ESA OF FLORIDA 1st Place ($2,500) Zachary Weidlich, Cantonment, Fla. 2nd Place ($1,000) Summer Moon, Orange City, Fla. 3rd Place ($500) Taylor Combs, Greenacres, Fla. 2014 Vol. 2

the amount of scholarships from ESA and its Chartered Chapters totaled more than $67,000. In addition, Vivint generously contributed $10,000 and marked its second year as the exclusive sponsor for the Youth Scholarship Program. The extra sponsorship dollars allow ESA to increase its national awards with a $10,000 scholarship for the firstplace 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. Not only is it a great way to give back to your community’s public safety partners, but it is also good for our industry and your business. 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]. GEORGIA ELECTRONIC LIFE SAFETY & SYSTEMS ASSOCIATION 1st Place ($1,500) Mary Wirl, Lawrenceville, Ga. ESA OF INDIANA 1st Place ($1,000) Marina Allen, Swayzee, Ind. 2nd Place ($500) Claire Rice, South Bend, Ind. KENTUCKY ELECTRONIC SECURITY ASSOCIATION 1st Place ($1,000) Elaine Murner, Versailles, Ky.

NEW YORK STATE ELECTRONIC SECURITY ASSOCIATION 1st Place Fire and Overall Winner ($500) Jessica Cioffi, Staten Island, N.Y. 1st Place Police ($500) Danielle Paynter, Ronkonkoma, N.Y. NORTH CAROLINA ELECTRONIC SECURITY ASSOCIATION 1st Place ($1,500) Logan Hartley, Lexington, N.C. ESA OF OHIO 1st Place ($1,000) Rebecca Pronesti, Elyria, Ohio PENNSLYVANIA BURGLAR & FIRE ALARM ASSOCIATION 1st Place Police and Overall Winner ($1,000) Mackenzie McDonald, Erie, Pa. 1st Place Fire ($1,000) Annaliese Daniels, Pittsburgh, Pa. TENNESSEE ELECTRONIC SECURITY ASSOCIATION 1st Place ($1,000) Ashlin Wildun, Nashville, Tenn. 2nd Place ($500) Kennedy Brandenburg, Gatlinburg, Tenn. ESA OF UTAH 1st Place Fire and Overall Winner ($1,000) Weston McCloy, Farmington, Utah 1st Place Police ($1,000) Scott Snow, Salt Lake City, Utah ESA OF VIRGINIA 1st Place Winner ($1,500) Morgan Senter, Chesterfield, Va. ESA OF WASHINGTON 1st Place Fire and Overall Winner ($1,500) Bethany Spatz, Vancouver, Wash.

LOUISIANA LIFE & SAFETY SECURITY ASSOCIATION 1st Place ($1,000) Sarah Heard, Many, La. 2nd Place ($500) Wesley Davis, Bossier City, La.

WISCONSIN ELECTRONIC SECURITY ASSOCIATION 1st Place Police and Overall Winner ($1,500) Rachel Welch, Milwaukee, Wis. 1st Place Fire Winner ($1,500) Mary Holz, Brown Deer, Wis.

NEVADA SECURITY ASSOCIATION 1st Place ($2,000) Quinntana Reid, Las Vegas, Nev. 2nd Place ($1,500) Nicholas Meyer, Las Vegas, Nev.

ESA NATIONAL NOMINEE 1st Place ($1,000) Gunnar Roadfeldt, Duluth, Minn.

NEW JERSEY ELECTRONIC SECURITY ASSOCIATION 1st Place ($1,500) Lindsey Mathis, Berkley Heights, N.J. 2nd Place ($1,000) James Duffy, Washington, N.J. www.ESAweb.org

43

Social Media

Seven Things to Know About Facebook’s Pay-to-Play Movement for Business Page Posts By Jeaneen Bengtson If your business has a Facebook page, you’ve probably noticed that the number of people your posts reach has significantly declined over the last few months. Unfortunately, it’s not a glitch in the system; it’s a result of Facebook’s recent transition from organic reach to paid promotions. “Organic reach” refers to the number of unique people who saw your post in their news feed or on your page, or people who saw it from a post shared by a friend. With Facebook’s increased emphasis on paid social engagement, here are seven things you need to know about how the pay-to-play movement will affect your business page.

1.

Diminished organic reach is occurring because of a major overhaul of Facebook’s news feed algorithm – the formula it uses to decide which posts get shown, and how often. The new process cuts down on the amount of posts from companies that are shown in users’ feeds. Facebook says it wants to clean up news feeds by eliminating posts that lack substance or are unimportant or uninteresting to users. In simple terms, Facebook claims that users want to see more pictures of their friends’ food and fewer cat memes.

2.

There are more than 100,000 factors that go into determining which of your posts get shown to your fans. According to Facebook, here are the top five most important influences: a. The popularity of your past posts. b. The popularity of your post with users that have already viewed it. c. The user’s engagement with your previous posts. d. The likelihood that the user will engage with the post depending on the type (photo, video, text) and based on what they have engaged with in the past. e. The timeliness of your post. 2014 Vol. 2

3.

Within the past few months, businesses have reported that their posts were only reaching about 6 percent of their fans. The number is expected to dwindle even further: Facebook has hinted that someday, the only way page posts will appear in your fans’ news feeds is through paid promotions.

4.

To pay for promoted posts, simply select an audience – either your fans and their friends or a specific demographic – and a daily budget, which starts at $5. Based on your audience and budget, Facebook will provide a range of the number of people that your post is guaranteed to reach. It’s important to note that you will have to pay a minimum of $5 per day for each post you want to promote.

Facebook advertising seems relatively inexpensive, running two campaigns can quickly eat up advertising dollars.

7.

Expect Facebook to make more changes to the way they monetize news feeds. Studies show that promoted posts perform nearly 200 percent better than sidebar ads on Facebook, but the company holds firm that they are only willing to give promoted posts 5 percent of content in the news feed. Increased competition for companies to appear in the coveted feed could drive ad prices up sooner than you think. While the feedback regarding the new changes has been mostly negative, don’t expect the backlash to motivate Mark Zuckerberg to reverse the decision to charge brands to reach consumers. Just like your company, Facebook is a business seeking new sources of revenue. So whether or not you decide to advertise on the social network, remember: It’s a Facebook world and we’re just living in it until something else comes along.

5.

Don’t worry; your unpaid posts won’t go into a black hole. The posts will appear on your page as usual and will be seen by anyone who visits your page. Additionally, your updates can still be shared by individuals and other company pages, which will increase your reach at no cost.

6.

If you currently pay to promote your brand with the goal of increasing your page’s likes, you may want to reevaluate your social media advertising budget. You, too, will have to pay to reach fans you picked up through advertising. Although www.ESAweb.org

Jeaneen Bengtson Communications Coordinator [email protected] 972.807.6811

45

SIAC

Innovative Hiring and Effective Training Help Deal with Increasingly Complex Options By Ron Walters It’s not an understatement that options are constantly being added in the security industry. They come about in many ways, whether through new entrants to our industry like cable companies and telcos, or expanded products and services like wireless technologies, automatic heating, lighting and cooling options, and other home automation features. As options are added, complexity rises. New companies entering the security industry must be prepared to properly install and service systems while at the same time adopting high equipment standards and training their employees in best practices. For companies that are either expanding their services from security into home

automation or vice versa, the challenge is a bit different. One set of skills doesn’t automatically translate into the other area. As part of my responsibilities with SIAC, I am fortunate to attend meetings that give me the opportunity to speak with many people in the industry. Recently a group of us were speaking with John Jennings of Scottsdale, Ariz. John, who is a highly respected industry professional with an innovative mind, explained that he now hires people who are trained in technology, since it is easier and cheaper to train them to install alarms than it is to teach IT skills to existing technicians. Most companies that are members of ESA started their businesses by selling, installing, servicing and monitoring alarm systems. It was a straightforward

business model and served many companies well for decades.

Our industry has been profitable for a long time and has adapted to new trends because business owners, leaders and employees had the knowledge and experience to do their jobs effectively. Technicians who have been well-trained through ESA programs, such as its

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SIAC

National Training School, have ensured a rising level of quality.

a proven, fully trained workforce available to its members.

can be provided by ESA and state alarm associations nationwide.

SIAC supports these types of programs and helps to ensure that education and knowledge are shared throughout the industry. As the security industry continues to be shaped by broader forces, we need to keep our core focus.

This is, of course, a win-win situation. We get highly trained individuals while supporting our military veterans as they re-enter the private sector. Military veterans successfully meet the challenge of translating their skills to a civilian economy.

We must also ensure that we always maintain licensing and best practices, especially when it comes to alarm management issues such as false dispatches.

The migration to new features may leave the traditional alarm technician lacking important skill sets that are vital to new technology. Adding basic convenience and lifestyle enhancement features in a home automation system means that additional education, training and certification will be required for many technicians. Congress is currently working on legislation that will allow military personnel who are exiting the service to be given civilian certifications equal to their military training. ESA fully supports this legislation and is excited about the prospect of having

The challenge for a home automation company is a different transition, though it still includes the refining of a skill base to include new levels of experience. Installers and technicians coming from home automation must move from what I would call a “convenience/lifestyle” installation to one that deals with more complex standards of protection that increases life safety for homes and businesses. Whether it is a military veteran or home automation employee, additional training is traditionally required. This

With the right training, education and commitment, we’ll get it right. ESA’s leadership and SIAC’s resources will be there to guide the integration.

SIAC Director Ron Walters has served in leadership positions in the security industry while running his own alarm business, and also served for many years in the Miami Police Department.

What type of knowledge do you need?

Axis has that. With the shift to IP technologies, our security industry is in a constant state of innovation. For proof, just look at the network camera, which Axis launched to the world in 1996. That first “Neteye” camera maxed out at one frame per second in CIF resolution—that’s less than 0.1 megapixel. Today, network cameras boast innovations like full frame rate HDTV video, color video in extreme low light and even covert pinhole form factors. Axis and the industry have come a long way in a short amount of time. So, with this fast-paced innovation, what are you doing to stay ahead? It all starts with education. At Axis, we specialize in learning. To learn is to understand and apply your newly acquired knowledge and skills to your everyday roles and responsibilities. Through dedicated trainers and dynamic learning methods, Axis Communications’ Academy empowers you to deliver high quality security solutions. Whether you are new to the industry or a seasoned veteran, Axis is dedicated to providing you the right tools and resources to meet your professional goals. The Academy offers a portfolio of educational offerings, which include: classroom trainings, online courses, webinars, seminars, and/or certification. You can earn continuing education units (CEUs) through Axis classroom-based trainings, which are approved for NTS renewal credit by the Electronic Security Association. Not sure which Axis training is right for you? Let us guide you! We have packaged our educational offerings centered on three learning tracks: > Sales and business development > System design > Installation and configuration These learning tracks are designed with your success in mind. To help you get started, use our course catalog to identify training opportunities that align with your learning track(s) and learning style. To make it easy, scan the QR code below to access it today. If education is the first step, validation is the next. Axis Certification is a significant professional development benefit, giving you and your company a valuable competitive advantage. As an Axis Certified Professional, you will be readily identified by colleagues and customers as an expert in IP video. Axis sets the industry standard by offering the first professional network video certification to validate IP video expertise. The Axis Network Video Exam is a rigorous and advanced level test. Certification is valid for two years, making it a comprehensive indicator of the latest network video technologies, solutions, best practices and implementation techniques. So what are you waiting for? Get your copy of the Axis Communications’ Academy Course Catalog!

For more information or questions concerning training, please contact us at 800-444-2947 or email [email protected]

ESA WELCOMES Page Topic Section Topic

NEW ASSOCIATE MEMBERS Made for companies that sell, service, and support technology, ConnectWise is the #1 business management platform worldwide. The platform fully integrates business-process automation, help desk, customer service, sales, marketing, project management, and business analytics that dramatically streamline a company’s operations. ConnectWise also gives its users access to a powerful network of ideas, experts, and solutions. A veteran in the industry, ConnectWise has been the premier business management platform for technology companies for over 15 years. Culture Index – Dallas works with owners and executives running fast growing organizations to assess their teams to ensure their top and bottom line goals are reached. When it comes to managing, hiring and retaining top talent, RFI turned to Culture Index to ensure their existing and future personnel was optimized. “Culture Index helped us define what we have on the bus, what we need and WHO we need to grow. Simply put, they’re our people experts.” – Dee Ann Harn, CEO, RFI Enterprises—SDM’s 2012 Systems Integrator of the Year. For more information please contact: Michael Hall by email at [email protected] or by phone at (469) 648-8895. Nest reinvents unloved but important home products, like the thermostat and smoke and CO alarm. The company focuses on delighting customers with simple, beautiful and thoughtful hardware, software and services. The Nest Learning Thermostat™ and Nest Energy Services offerings address home energy consumption, and Nest Protect: Smoke + Carbon Monoxide™ helps keep people safe. Nest products are sold in the U.S., U.K. and Canada, and are installed in more than 95 countries. The Nest Learning Thermostat has helped save more than 2 billion kWh of energy to date. For more information, visit www.nest.com. GE Fleet Services provides commercial car and truck financing along with fleet management services. Our solutions address the lifecycle of your vehicles from strategic planning and financing to management and remarketing we give you the maximum return on your investment. We offer a full suite of services including Leasing, Fuel Card, Maintenance Management, Licensing, and Telematics to name a few. Let our experts help you manage your fleet so you can get back to business. Please contact Travis Mjolsnes at 952-828-2563 or [email protected] or visit: http://www.gefleet.com/fleet-solutions/small-business for more information.

Innovation and Efficiency Still Dominate in a Recovering Economy By Fred Koury There’s a saying that necessity is the mother of all invention. In the last few years, tough economic conditions have created a lifetime supply of necessity, with companies of all sizes seeking creative ways to do more with less. The silver lining to the economic downturn is that companies looked at things in new ways and became focused on efficiency. Existing (and potentially new) positions were given greater scrutiny, and products were measured and re-measured for profitability. As the economy moves forward, it is imperative that these lessons are not forgotten. Companies need to operate at minimum staffing levels to avoid unnecessary costs. Employees need to be cross-trained to keep everyone at maximum capacity and eliminate 2014 Vol. 2

downtime. Products have to be scrutinized to squeeze every penny out of production costs, and pricing needs to be studied to increase profitability. Innovation and efficiency have to be paired to create new products that stand out from the competition. Take Sonos, for example. The company created a wireless sound system that easily plugs into your existing wireless router, providing music in any room all controlled from a smartphone, tablet or computer. Installation is easy, and because it’s wireless, you no longer have to figure out how to hide all the wires that older systems required. Add a simple interface on a ubiquitous device and you have a winning product. Sonos can’t rest, since competitors are offering similar systems, looking to improve on the idea. But if Sonos is www.ESAweb.org

innovative and efficient, it will most likely continue to succeed. We all have to continue our search for efficiencies within our organizations. We have to be willing to change processes, systems and people, even when those changes are difficult to make. Failing to do so will only put you at a disadvantage against competitors who did make the changes. Never stop innovating and finding ways to be more efficient in every aspect of your business. Innovation isn’t just about the next great product; it’s also about how you produce and manage that product, and how you manage the people behind it. Fred Koury is the president and CEO of Smart Business. He can be contacted at [email protected]. 51

SAVE THE DATE

2015 ESA

Leadership Summit Sharing BUSINESS INTELLIGENCE for growing companies

FEBRUARY 8-11, 2015 NEW LOCATION! Pointe Hilton Tapatio Cliffs Resort Phoenix, AZ

• Link up with other industry professionals • Learn from experts outside of the security industry • Lead your company with actionable takeaways

To learn more visit www.ESA-Summit.com

Associate Members

Consider Associate Members Through membership, sponsorship and advertising, associate members 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.

3M Cogent (626) 325-9600 http://www.3M.com/IdentityManagement/AccessControl ADI - Headquarters (800) 441-4130 http://www.adi-dist.com Advanced Fire Systems, Inc. (508) 453-9995 http://www.afsi.us.com AE Analytics, Inc. (508) 618-4225 http://www.ae-ventures.com/aeanalytics Affiliated Central, Inc. (800) 434-4000 http://www.affiliatedcentral.com Alarm Capital Alliance (888) 885-8656 http://www.alarmcapital.com Alarm Consulting Group, Inc. (561) 707-0166 Alarm Financial Services, Inc. (866) 845-2678 http://www.alarmfunding.com Alarm Funding Associates (610) 692-8110 http://www.alarmfundingassociates.com Alarm Products Distributors (800) 783-1552 http://www.apdmn.com Alarm.com (877) 389-4033 http://www.alarm.com AlarmBiller (440) 247-1640 http://www.alarmbiller.com Altronix Corporation (718) 567-8181 http://www.altronix.com Ameba Technology (718) 886-9505 http://www.amebacctv.com Anixter (800) 468-6267 http://www.anixter.com APEX Receivables Management Services LLC (877) 214-3355 ext. 122 http://www.lmmcollections.com Apollo America, Inc. (248) 332-3900 http://apollo-fire.com

2014 Vol. 2

Arecont Vision (818) 937-0700 http://www.arecontvision.com

Cooper Notification (800) 631-2148 http://www.cooperwheelock.com

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

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

Autco Distributing, Inc. (314) 426-6524 http://www.autco.com

Culture Index - Dallas (469) 648-8895 http://www.cindexinc.com

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

CWSI LLC (954) 318-6005 http://www.wirelessfirealarm.com

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

Davis Mergers and Acquisitions Group, Inc. (847) 955-2345 http://www.graybeardsrus.com

BetterThanReviews.com (847) 757-0040 http://www.betterthanreviews.com

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

BidMagic (800) 598-5860 http://www.bidmagic.com

Digital Watchdog (866) 446-3595 http://www.Digital-Watchdog.com

BluePay Processing LLC (630) 990-7732 http://www.bluepay.com

DMP (417) 831-9362 http://www.dmp.com

Bold Technologies (719) 593-2829 http://www.boldgroup.com

DSC (905) 760-3000 http://www.dsc.com

Bosch Security Systems, Inc. (585) 223-4060 http://www.boschsecurity.us

D-Tools, Inc. (925) 681-2326 http://www.d-tools.com

Breezego, Inc. (904) 374-3760 http://www.breezego.com

DWG (516) 933-4900 http://www.dwgsecurity.com

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

Dynamark Monitoring, Inc. (240) 500-1700

Buchanan Ingersoll & Rooney PC (412) 562-8830 http://www.bipc.com CE Pro Magazine (508) 663-1500 http://www.ehpub.com Chaumont Law, Inc. (818) 222-7345 http://www.chaumontlaw.com CheckVideo (571) 418-7230 http://www.checkvideo.com Checkview Corporation (800) 887-9049 http://www.checkview.com ComNet (203) 796-5300 http://www.comnet.net Compliance Management Solutions LLC (704) 288-1798 http://www.compliancesolutions.us Connected Technologies LLC (815) 301-4280 http://www.connectedtechnologies.us ConnectWise (800) 671-6898 http://www.connectwise.com

www.ESAweb.org

ECKey Smartphone Access Control Systems (717) 327-4244 http://www.ECKey.com eDist (201) 512-1400 http://security.edist.com eFish Marketing (877) 655-3779 http://www.eFishMarketing.com Electronic Supply Company (205) 520-0757 http://www.electsupply.com Elko & Associates Ltd (610) 565-3930 http://www.elkocpa.com EMERgency24 (773) 725-0222 http://www.emergency24.com Emerson Network Power Surge Protection (800) 237-4567 http://www.emersonnetworkpower.com/surge eOriginal, Inc. (888) 224-6404 http://www.eoriginal.com Fleetmatics (704) 295-8780 http://www.fleetmatics.com Flir Systems (905) 946-8477 http://www.flir.com/US 53

Associate Members Fluke Networks (425) 446-5500 http://www.flukenetworks.com

Leviton (504) 736-9810 http://www.homeauto.com

GE Fleet Services (952) 828-1000 https://www.gefleet.com

Linear LLC (760) 438-7059 http://www.linearcorp.com

GEM Electronics (888) 436-4195 http://www.gemelec.com

Logicmark (703) 934-7934 http://www.logicmark.com

GO LOGO (888) 533-2863 http://www.mygologo.com

Mace Central Station (717) 481-6341 http://www.macecs.com

Hall Signs, Inc. (812) 332-9355 http://security.hallsigns.com

Magnasphere Corporation (262) 347-0711 http://www.magnasphere.com

Harding Security Services, Inc. (416) 925-7474 http://www.hardingsecurity.com

Marathon Solutions, Inc. (913) 953-5305 http://www.marathonsi.com

Harrington Signal, Inc. (800) 577-5758 http://www.harringtonfire.com

Marlin Business Services Corp (888) 479-9111 http://www.marlinleasing.com

Hillcrest Davidson & Associates (214) 453-2913 http://www.hillcrestdavidson.com

Mass Marketing Ins Consultants, Inc. (800) 349-1039 http://www.mmicinsurance.com/esa

Honeywell Fire Systems (203) 484-7161 http://www.honeywelllifesafety.com

Micro Key Solutions (407) 870-0040 http://www.microkey.com

Honeywell Security and Custom Electronics (800) 645-7568 http://www.security.honeywell.com

Monitor America LLC (877) 971-6771 http://www.monitor-america.com

IDS Research and Development, Inc. (201) 287-0900 http://www.alarmexpert.com

NAPCO Security Group (631) 842-9400 http://www.napcosecurity.com

Interlogix (503) 913-7933 http://www.interlogix.com

National Monitoring Center (877) 353-3031 http://www.nmccentral.com

Intertek (973) 461-1824 http://www.intertek.com

Nest Labs (321) 505-3307 http://www.nest.com

ipDatatel LLC (866) 896-1818 http://www.ipdatatel.com

OmniTel Communications (641) 696-6707 http://www.omnitechcentral.com

I-View Now (888) 252-1644 http://www.i-viewnow.com

OpenEye (509) 232-5261 http://www.openeye.net

JC Gury Co, Inc. (714) 738-6650 http://www.jcgury.com

OPTEX Inc (800) 966-7839 http://www.optexamerica.com

Kearns Brinen & Monaghan, Inc. (302) 736-6481

Pakedge Device & Software, Inc. (714) 880-4561 http://www.pakedge.com

Keep Your IP (954) 907-3848 https://www.keepyourip.com Kwikset (949) 672-4174 http://www.kwikset.com/wirelesslocks Labor Saving Devices, Inc. (303) 287-2121 http://www.lsdinc.com Larrabee Ventures, Inc. (818) 789-6020 http://www.larrabeeventures.com LegalShield (580) 436-1234 http://www.legalshield.com 2014 Vol. 2

Paxton Access, Inc. (877) 438-7298 http://www.paxton-access.com Plustek Technology, Inc. (714) 670-7713 ext. 8508 http://www.plustek.com Potter Electric Signal Company LLC (314) 595-6900 http://www.pottersignal.com PROTECH / Protection Technologies (800) 428-9662 http://www.protechusa.com Qolsys (408) 221-6653 http://www.qolsys.com www.ESAweb.org

NEXgeneration Central (401) 461-2204 http://www.nexgenerationcentral.com Rapid Response Monitoring Services (800) 558-7767 http://www.rrms.com RDP Security, Inc. (949) 336-4522 http://www.rdpsec.com Renova Technology (770) 325-5575 http://www.renovatechnology.com/security-equipment-repair Revenew, Inc. (847) 359-9250 ext. 26 http://www.revenewonline.com ROFU International Corporation (253) 922-1828 http://www.rofu.com RSI Video Technologies, Inc. (877) 206-5800 ext. 802 http://www.videofied.com Samsung Techwin (201) 325-6947 SDC Security Door Controls (805) 494-0622 http://www.sdcsecurity.com SDM Magazine (630) 694-4386 http://www.sdmmag.com Secura Key (818) 882-0020 http://www.securakey.com Security America Risk Retention Group (901) 327-2450 http://www.securityamericarrg.com Security Dealer & Integrator Magazine (800) 547-7377 ext. 2702 http://www.securityinfowatch.com Security Dealer Marketing (888) 572-4450 ext. 100 http://www.securitydealermarketing.com Security Equity Partners LLC (888) 501-5612 http://www.sepfunding.com Security Funding Associates (626) 795-9199 http://www.securityfinance.com Security Partners LLC (717) 481-6373 http://www.securitypartners.com Security Sales & Integration Magazine (310) 533-2400 http://www.securitysales.com Security Systems News (207) 846-0600 http://www.securitysystemsnews.com SecurityInfoWatch.com (800) 547-7377 http://www.securityinfowatch.com SentryNet (850) 434-0087 http://www.sentrynet.com

55

Associate Members Southeast Security Products (954) 786-5900 http://www.sesecurityproducts.com

Uplink (770) 693-3500 http://www.uplink.com

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

Summit Funding Group, Inc. (866) 645-8450 http://www.sfgvendorfinance.com

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

ZKAccess- a division of ZKTeco (732) 412-6007 http://www.zkaccess.com

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

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

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

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

The Cable Company (847) 437-5267 http://www.tccwire.com

Vivotek USA, Inc. (408) 773-8686 ext. 112 WatchNet USA, Inc. (717) 687-8736 http://www.watchnetdvr.com

The Decal Factory (800) 369-5331 http://www.decalfactory.com

WeSuite LLC (888) 216-7605 http://www.wesuite.com

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

Windy City Wire, Inc. (800) 379-1191 http://www.smartwire.com

TRENDnet (310) 961-5500 http://www.trendnet.com

Worthington Distribution (570) 451-4751 http://www.worthingtondistribution.com

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

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

Universal Monitoring LLC (704) 697-5400 https://www.universalmonitoring.com

Installation & Service Professionals

YSP

ISP

Whether you’re an integrator, sales person, technician or owner, ESA’s Professional Groups provide a place to belong specifically for your career path.

NETWORK ATTEND LEARN

with peers

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JOIN TODAY!

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Executive Management Professionals

Welcome WELCOME NEW REGULAR MEMBERS March 1, 2014 - April 28, 2014 Action Alarms of Chattanooga, Inc. Fort Oglethorpe, GA Active Alarm Co, Inc. Lake Zurich, IL

Alarm Direct Incorporated Pensacola, FL Bits Technical Co, LLC Baton Rouge, LA Cunningham Security Systems, Inc. Yarmouth, ME Cytech, Inc. Dothan, AL Dynatek, Inc. Wichita, KS Elite Tech Systems, LLC Staten Island, NY Homealarm, Inc. Decatur, GA

Innovative Solutions and Communications, LLC Jackson, MS

JSB Security Solutions, Inc. Charlotte, NC MC Dean Ruther Glen, VA Merrimac Communications Ltd Merrimac, WI New York Data Security, Inc. Brooklyn, NY NM Security Works Albuquerque, NM Penultimate Creations, Inc. Milton, ON Security 101 Mt Juliet, TN SmartHome Technologies, LLC. San Antonio, TX

THANK YOU

2014 Vol. 2

New Regular Members

Southwest Security, Inc. Albuquerque, NM

Specialty Alarm Engineering, Inc. Glenview, IL Stephens Electronics, Inc. Hot Springs, AR Superior Rollout Solutions LLC Hartwell, GA TechnoStructure Incorporated Naperville, IL Texas Media Solutions, LLC League City, TX USA Choice Oil City, PA Zen Security, LLC Louisville, KY Zook Security and Integration, LLC Casper, WY

to our

Media Partners

www.ESAweb.org

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Customer Service

Positive Customer Service Depends Heavily on Employee Happiness and Retention By Cheryl Hanna Happy employees turn into motivated people who want to deliver the best service possible when assisting your customers. They become the eyes, ears, and voices for any company, often beginning at the receptionist desk and progressing all the way up to becoming the person in charge of operations. Recruiting and keeping talented employees is very important when building relationships with people and developing a company’s brand, because it’s what people say about you and your business when you’re not in their presence that makes a profound difference in the world of customer experience. If we consider that customer service is the most important part of our marketing strategy – both now and in the future – then we must concentrate on hiring and keeping the best employees, since these are the people who drive a company forward. Too often we read stories of disgruntled employees who complain about being subjected to belittling actions from their superiors; the lack of benefits for health and retirement; the absence of training programs; or the lack of confidence and permission to perform their duties during a customer crisis without having to get special permission every step of the way. Once a company creates doubt and demonstrates a lack of integrity, employees lose faith. After that, there is no denying that the elephant is in the room. Your employees have the power to be dream weavers, or to make your nightmares come true. How do we keep employees happy and engaged? First, it costs money to hire and train the best of the best, so start with top-notch training, skilled coaching, and leadership by proficient communicators who can teach all aspects of your business.

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Second, recognize milestones and celebrate accomplishments. Are you doing everything possible to give special recognition whenever it is warranted? This also plays a key role in providing the positive feedback that helps ensure outstanding customer service. Encourage personal development, and celebrate career advancement when it is deserved. Employees are proud when their accomplishments are recognized at staff meetings and celebratory events. Create a working environment where employees want to show up every day, not a place where they dread a dreary routine. Once employees share a vision and commitment to improve the customer experience, they become more confident to put their best foot forward when faced with unique situations. They are empowered when they are well-trained, well-coached, and encouraged to improve and advocate changes as needed. Organizations need to be transparent. If information is shared with the staff, there www.ESAweb.org

will be more opportunities to iron out any problems and move ahead with new ideas and better choices. Finally, humanize your company and your employees. Encourage employees to participate in community events. Participation in rewarding and humanitarian endeavors enriches your community and our country. It also helps to build relationships with people, since everyone has family and friends who can spread the word and appreciate your efforts.

Cheryl Hanna writes for the customer service blog Service Untitled (www.serviceuntitled.com). She can be reached via email at [email protected]. 2014 Vol. 2

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ESA Gives Back

ESA Gives Backpacks: Children Receive Packs of School Supplies Filled by Association Volunteers Keeping 130 schoolchildren at a level of controlled chaos is a difficult task in almost any situation. But when they’re excited about receiving new backpacks full of much-needed school supplies, the lid can come off at any moment. Fortunately, school administrators at L.B. Barton Elementary School in Irving, Texas, have had plenty of practice. They were more than up for the task when a group of ESA staff members and volunteers visited the school on Feb. 28 to distribute backpacks that had been filled with school supplies in January by volunteers at ESA Leadership Summit. Each backpack also had a hand-written note of encouragement from a Leadership Summit volunteer. The project was part of a collaboration between Mission 500 and ESA Gives Back, the association’s charitable and philanthropic program. Mission 500 works with World Vision’s child sponsorship program to provide food, clothing and education to children and families in need. Needless to say, the effort was greeted enthusiastically as the children waited patiently in line for their turn at a coveted backpack. “The kids are so excited,” said Barton Principal Jennifer Dickson. “They love to learn, but a lot of them have families with very hard-working parents who just don’t have the money to buy the supplies.” ESA Executive Director Merlin Guilbeau noted the hard work of volunteers at Leadership Summit, and said it was gratifying to hand out the backpacks at Barton. Kelly Bond of Alarm Capital Alliance lives within easy driving distance of the school, which is located in a suburb of Dallas, and was on hand to represent ESA’s members. “When I first learned at Leadership Summit that it was going to be here in the Dallas area, I was really looking forward to coming down to help,” she said. “It’s very emotional for me because I have kids of my own, and it’s great to be able to give back. I feel honored to be able to be a part of this.”

2014 Vol. 2

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