A local company re-brands with their customers in mind! Expert Security Solutions, formally Phone Experts Security, is evolving and it’s about a lot more than just a new look!
“Having determined what we didn’t want to look like and listening to our customers feedback, we decided to make some bold changes that set us apart from all our competitors and give us some key differentiators.” – Brad Dufresne
We recently sat down with Expert Security Solutions’ owner Brad Dufresne and spoke about the company’s renewed focus on security solutions and how it all began.
Q: When did The Phone Experts first begin to focus on security solutions and what was the catalyst for that?
A: The Phone Experts Security was born in 1995 out of a need that we saw for a local, reputable company to provide security systems for small and medium commercial businesses. At the time we were doing a lot of network cabling for computer and telephone systems and we were often asked if we could wire for security, so it seemed like a great fit for our business.
Q: Did you always plan on offering residential security solutions as well or did that come later?
A: While we never ruled out the prospect of providing residential security it wasn’t our focus; but we would regularly receive requests for security quotes from the consumer market, so we eventually started to sell and install in that segment as well. Back then our greatest obstacle to being competitive in the residential market was our ability to finance the customers over 3-year terms. Providers like ADT and VOX were able to do this, but we lacked the capital. The only way we could compete was to provide the hardware and installation at or below our cost and rely on revenue from monitoring to attain profitability.
Q: Tell us more about Expert Security Solutions- why the re-brand and why now?
A: The re-brand gives us the opportunity to tell customers we aren’t just a phone company that sells security, and it allows us to retool and redefine who we are as a security provider. We got to take a hard look at the industry and make decisions about what we didn’t like about the industry and offer customers a better product and service than what’s typically offered in both the consumer and commercial markets.
Q: How will you be offering better products and service- what does that mean to you?
A: The products and services we offer are tailored to what our customer needs are and ensuring they are protected. We are a security company that provides security products that go beyond what the average alarm company will provide at a price point that is fair to both the customer and the company. The installation will be completed by professional well-trained technicians who will exceed the customers expectations. We are constantly evaluating products to ensure that we are current and relevant with respect to changing technologies and we are constantly evaluating our customer service – we want to provide exceptional customer experiences.
Q: Tell us more about what went into re-imagining Expert Security Solutions; what did you discover about your business and your customers?
A: We started by asking ourselves questions like; Why we are in business, How do we differ from our competitors, What level of service do we provide, What image we want to convey and Who our customers are and Who we want our customers to be?
The answers we came up with provided us with a clear sense of what we want to be.
Then we created a value statement. This was created by our security team, specifically for the security division;
“We are a local company that cares about protecting what you value most, through innovative and personalized security solutions, while providing an exceptional customer experience.”
We want to create loyal clients that refer others and exceed our customers expectations while providing quality customized security.
Q: You certainly did your research! So where does all this bring Expert Security Solutions? What’s the way forward?
A: Having determined what we didn’t want to look like and listening to our customers feedback, we decided to make some bold changes that set us apart from all our competitors and give us some key differentiators.
The three pillars to our change and future success are the following:
No Contracts for Monitoring
We believe this is our key differentiator and the one that holds us the most accountable to our customers. When customers sign a long-term contract for the installation and monitoring of their security it puts them a terrible bargaining position when it comes to ongoing maintenance and even for the quality of the initial installation. By having no contract for the monitoring, it gives the customer the freedom to leave us if we aren’t providing the services they anticipated. While this a huge risk to us, I love the potential implications because it makes us constantly review our products and services to ensure that we truly are providing the best products and services at a competitive price.
Customer Loyalty Program
We review our customer accounts regularly to ensure they have opportunities to upgrade to current equipment and new technology. We have incentives for new and current customers.
Our dispatch is local and our technicians are local too. This allows us to offer services like troubleshooting and service work faster than a company that isn’t local. Our technicians can be reached 24 hours a day for technical issues or concerns.
Q: Any final thoughts on the future?
A: I believe that our vision for Expert Security Solutions as a “customer first, continuous improvement, learning organization”, will set us apart from the competition. But our success will hinge on our ability to get word of mouth advertising out to the market, so people will want to buy from us and seek out our services when required.
Check out these other great products and services from The Phone Experts/Expert Security Solutions:
Expert IT Solutions– From cloud managed antivirus to our full suite of remote and onsite support options, Expert IT Solutions keeps your business concentrated on business not your IT infrastructure. We keep your data secure by using our online back up services, available to all business service clients, and offer multiple combinations of services to fit your business needs.
Consumer Solutions – Phone Experts Consumer Solutions, provides wireless and internet services across Alberta, this includes Optik TV solutions, and rural services. Offering the latest cellphones, smartphones, prepaid devices and tablets!
Business Solutions – Go where your business takes you! Enable business growth and success with the right solutions and services from Phone Experts Business Solutions, backed by network reliability and industry expertise. We keep your business connected on the go.
4724 – 60th St, Red Deer, AB T4N 7C7
One Eleven Grill shows off new renovations and some new menu creations
One of Red Deer’s favourite restaurants has put some major effort into updating their space and creating some new menu items. One Eleven Grill opened its doors in 2011 with as a fresh and innovative entry into the local dining scene.
They’ve recently completed renovations and spent considerable time and effort developing some tasty new menu items. Watch the video above to get an idea of what you’re in store for next time you head down to one of the city’s finest restaurants.
About One Eleven Grill: An inviting and stylish restaurant tucked into the heart of Red Deer just waiting for you to discover or rediscover.
Opened on the first day of November in 2011, One Eleven has been thoughtfully and skillfully preparing delicious food and drinks for Central Alberta for years.
Our passion is STEAK! We are committed to quality, serving only the very best locally-owned, grass fed Alberta Triple AAA Beef in both classic and unique cuts.
Our warm, inviting ambiance is the perfect backdrop for everything from a romantic evening, a gathering with friends and family and even a quiet business lunch during the week. We even feature live jazz every Friday and Saturday. Add in one of the best selections of wine in the region, and One Eleven will set the perfect tone for your weekend.
At One Eleven we’re committed to your total satisfaction and we celebrate the people and food of Red Deer and Central Alberta every day.
For amazing food, great music and good times with family and friends, keep One Eleven in mind.
Scott Subaru: Canada’s most environmentally friendly car dealership has opened in Red Deer
You should visit Scott Subaru Passive House even if you’re not in the market for a new ride
From Scott Subaru: IT’S HAPPENED!
We have moved into our new eco-friendly / energy efficient Passive House dealership and man are we happy! Although we are still in our ‘settling in’ process, we welcome you to come on down, have a nice hot beverage, and see just how big and beautiful this place is. We will be setting up a date for the Grand Opening once we have all our eggs in a cozy basket, so stay tuned for more information on that soon!
The Scott Subaru Passive House is inspired by our partner, Subaru of Indiana, the automotive manufacturer that has achieved zero landfill status! Using an already positioned building, we strategically dismantled it piece by piece and saved everything we could for reuse and donation. For example, furniture donated, wires and cables salvaged to be recycled, and windows saved for re-use else where. This is an incredibly energy efficient dealership that is estimated to cost less than $200/year to heat and cool!
Outside we have permeable pavement for the landscaping. This eco-friendly, sustainable pavement helps reduce storm water run off, protecting it from solids and pollutants that travel to drainage facilities, and naturally filters the storm water turning it to ground water. Engineered to keep the building pristine while minimizing our energy use and environmental impact. ??♻️
Massive thanks to everyone who was involved in this project! Black Creek Developments Inc., Sublime Design Studio Inc., Peel Passive House, 908 Engineering, Lex 3 Engineering, Sable Electrical Services, Cover Architecture, Heron’s Nest Landscaping, and many more…!!
Our new location address is 6863 50 Avenue, Red Deer AB.
Learn more about Passive House here…
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