While customer service is the cornerstone of Tenable Protective Services’ success, CEO Peter Miragliotta relies on one other method to grow his security company.
While the main part of his formula relies on his relationship with customers, Miragliotta realizes his employees are a key ingredient as well. This is why he believes in empowering employees through training.
“Security officers and guest services people and ushers and ticketing, they’ve been kind of looked down on as being on the lower level of the economic scale,” he says. “We said, ‘That’s their job. We want them to have as much pride and ownership in their job as they can.’ The only way we can do that is obviously pay them as much as we can, provide them when we can benefits, but thirdly is train them — take the time and show them that we care and we want them to understand their job.”
Miragliotta is focused on giving his employees the skills they need to perform to the best of their ability. This is especially important since his employees are essentially representing whatever event they’re working.
Concert-goers or sports fans don’t typically interact with the company putting on the event, but they do interact with Tenable’s security guards, ticketers and ushers. And their overall experience with them reflects on the client.
“Indirectly or directly, we’re part of that concert, we’re part of that event, we’re part of that baseball, football operation,” Miragliotta says. “It’s the only personal touch that (patrons) get from that product.”
