An emphasis on customer service ensures smiles as well as security

Clinton Square is a 305,000 square foot office building in the heart of Rochester’s central business district. The 14-story building is the headquarters of Home Properties and home to the law firm Nixon Peabody, as well as eight other Class-A tenants.

Securitas USA and its predecessor companies have been helping to ensure the safety and security of Clinton Square since the building opened in 1990.  “The head of security is our own employee,” notes Robert Tait, President of Broadstone Real Estate, which manages the property.  Securitas supplies the rest of the staff who provide 216 weekly hours of round the clock coverage. 

Beyond manning patrols and the lobby desks, security concerns at Clinton Square include monitoring the buildings seven different entryways through CCTV, and assisting as needed in the 400-spot garage which is located directly under the tower.  But one of their most important functions, says Tait, is to serve as the building’s ambassadors.  This value added service is a critical and important amenity for the building’s tenants. 

“The officers make the first impression; a significant portion of their job is to be friendly, courteous, smiling and have their eyes up – not down at a magazine.  We have rigorous standards for new guards who come into train,” he continues.   “They need to be neatly dressed, clean shaven and smiling.  We don’t tolerate lapses for very long.”  Tait works closely with his Securitas account manager to get the best talent.  “These are face people – and we love to have a good mix of different faces.”

Securitas officers quickly get to know the buildings tenant’s and go out of their way to accommodate special needs and events, like attorney meetings or a broker hosting a seminar.   Even with a garage in the basement, officers routinely escort visitors and tenants through Rochester’s skyway system to other parking lots.

Clinton Square supplements the training all new officers receive from Securitas with their own orientation.  This intense onsite education covers building operations, emergency procedures and protocol, and provides a thorough introduction to each tenants operation and office managers.

Tait receives regular feedback on the security team every year through the tenant survey.  “I can tell you that Security has ranked without exception at least a 3.5 out of a possible 4.0 for years.  Our tenants are very happy with a) the sense of security and b) the sense of professionalism.”

And Tait has been very happy with Securitas.  “With any heavily personnel based service, the level of the employee on the job is important, but the level above that is more important.  Management has been very responsive to my concerns and our contract over the years.  I get a call from competitors at least once a month, but have not had a reason to pursue them for years.”

  • Print page

  • Email this page

  • Share this page