Eli Gave the Customer the Information That Changed the Response
At approximately 6:00 a.m. on December 24, Eli received a burglary alarm from a bathroom window at a maintenance facility.
He contacted Heather, the site representative. She explained that employees were routinely present at the property, so she wasn’t sure the alarm represented a real problem.
She asked Eli to hold while she checked.
Several minutes later, Heather returned and said the alarm could be disregarded.
That could have been the end of the call.
But the situation Heather left was not the situation she returned to.
While she had been investigating, five additional alarm activations arrived from multiple areas of the property.
Eli recognized something important.
Heather was making her decision based on the original bathroom-window alarm. She did not yet know that the activity on the account had changed significantly.
Eli did not second-guess her judgment or override her decision.
He simply made sure she had the information he had.
Once Heather learned about the five additional activations, she immediately instructed Eli to dispatch law enforcement.
Eli contacted police.
Heather then checked the property’s surveillance cameras and saw an individual on-site with a crowbar.
Later, she called back specifically to thank Eli. She explained that she would not have authorized the dispatch if he had not told her about the additional alarm activity.
Technology delivered six signals. Eli understood that together, they meant something different.
A monitoring system can present activity as it occurs. But a person still has to recognize when new information materially changes the context of a customer’s decision.
Eli stayed attentive while Heather was away from the phone. He saw the additional activations. He understood their significance. Most importantly, he communicated them before completing the alarm.
The decision remained Heather’s.
Eli made sure it was an informed one.
What This Means for Your Customers
When circumstances change during an alarm, choose a monitoring partner whose people recognize the change and make sure your customer understands what it means.
Because sometimes the difference isn’t another signal. It’s someone recognizing that the signals have changed the story..
That’s COPS Human Intelligence™ in Action.
When circumstances change during an alarm, choose a monitoring partner whose people recognize the change and make sure your customer understands what it means.
Because sometimes the difference isn’t another signal. It’s someone recognizing that the signals have changed the story.
