INSIDERS GUIDE BY BRIAN FABIANO 2014 Edition 1
Thank you for taking the time to learn more about protecting your home. I ve put together this informative report to give you an inside look at what s important when protecting your home and family. I ve been protecting homes for over 13 years and have seen it all! I hope that my insight helps you make an informed decision when you select a company to protect your home and family. Brian Fabiano COO and Co-Founder Alliance Security 2
Table Of Contents 5 Insider Guide On How The Home Security Business Works 7 The Equipment Used To Protect Your Home The most important things to look for are covered in this report, however you may have questions I may not address. Be sure to write them down here and discuss them with whichever company you choose to secure your home and family. 9 The Company and Technician That Will Install Your Security System 11 The Monitoring Station That Will Dispatch In The Event Of An Emergency 13 The Customer Service That Will Help You With Questions And Support 15 The Software That Allows You To Control Your Home When You re Not There 17 What s The Price? 3
If you re reading this, you re obviously in the market for a home security system. As the Chief Operating Officer at Alliance, and having been in the home security market for over 13 years, I ve experienced and learned many things about home safety. I ve put together this guide to help you choose the security company that best fits your lifestyle and can properly protect your home. I go through each important criteria of what really separates security companies from one another. I will also cover the important aspects to consider when choosing the home security company best for you. I m going to cover things companies don t always talk about, the - what really makes a company tick type of information. But before we discuss 6 categories to consider, I first want to give you an inside look on how the home security business works. 4
Insider Guide On How The Home Security Business Works more often than not, smaller companies choose to do things the quick, easy and less costly way. These smaller companies (I cannot speak for all of them) usually mislead consumers or do not deliver what was promised. These poor sales practices then make it more difficult for the reputable companies to conduct business and in the end, leaves a poor taste in consumers mouths when they think of home security. The home security business is a unique and diverse business. It is made up of mostly small companies (dealers) who represent a larger company when marketing. These small companies are simply sales companies whose sole purpose is to sell you a security system. I started out as one of these companies and respect the ones that choose to do things the right way. However We recognize this negative view of the security business and do everything we can to be transparent with our customers as well as provide training in ethical and honest sales practices. We back up what we say and will always make things right. 5
Insider s Guide To How The Home Security Business Works (cont.) In the security business, there are 4 major companies that set the bar and lead the industry. I wouldn t go to my plumber for a root canal. Should you trust a cable company for your family s safety? They are ADT, Protect America, Vivint and Alliance Security. Each of them has their own unique way of doing things, and I am not going to judge or rate them in this guide I am simply going to educate you so you can decide which company is right for you. I left Comcast, Xfinity, Verizon and other major cable companies who are now attempting to break into the security business out of this list. I left them out because at the end of the day, they are a cable company trying to add a service to their product line. I ve seen the cable industry try this before a few years ago, and when it didn t work, they sold off all of their customer alarm accounts to the security companies that know how to properly support them. 6
1. The Equipment Used To Protect Your Home This is the actual product that will be installed into your home. It will be installed throughout your home covering doors and windows, tracking motion, listening for breaking glass and much, much more. The quality of this product determines how long it will last with upgraded technology as well as it s durability possibly saving you time and money to fix. In the security industry, there are certainly brands that stand out from one another and this should not be taken lightly when choosing the company that protects your home. Because of challenges with training and stocking inventory, most companies work with one type of system. The panel is what you will see, touch and interact with. It determines how comfortable you are utilizing the features and benefits that come with your system. It is important that your system is up-to-date with current technologies, is simple to use and looks nice in your home. Major brands in the security market include Honeywell, ADT, General Electric (GE), DSC and 2GIG (Linear). 7
1. The Equipment Used To Protect Your Home (cont.) After comparisons, research and hands-on testing, Alliance chose 2GIG Technologies to provide us with our equipment. Their products are award-winning, easy to use, and pleasing to the eye. They have all the features and options we could ask for, and they keep up-to-date with new ones coming out. Because we protect over 30,000 homes each year, the dependability and quality of the products are very important to us, as even a small rate of failure will cause us to service hundreds or even thousands of homes. Through our comprehensive testing, we evaluated 2GIG products to be the best choice for our customers. Their panels are also upgradable, so when something new does come out, it is as simple as downloading the update into your panel, and you re ready to go! 8
2. The Company and Technician That Will Install Your Security System The second criterion to keep in mind is who is actually coming into your home to install your system and protect your family. You re letting a complete stranger into your home from an alarm company, and it is important you feel comfortable and safe when they are there. However, the end result is that you have a technician in your home that may or may not stand behind the ethics and standards of the company they represent. This also means that they most likely do not receive adequate training on all the details of your system and may not be as knowledgeable in utilizing the system to properly protect your home. Because I expect my customers to receive the same level of professionalism and education throughout their experience with Alliance, all of our technicians are employees of the company. Unlike most companies, we do not sub contract out any of our service work or installations. Important questions to ask are: 1. Who does the technician actually work for? Many alarm companies subcontract their technicians out. This cuts costs, saving them money on insurance, uniforms, company vehicles and training. 9
2. The Company and Technician That Will Install Your Security System (cont.) 2. Do you conduct background checks on all of your technicians? We want to know that the technician we send to your home works solely with Alliance, and understands what it takes to protect a family up to the Alliance standards. We complete extensive background checks on all of our technicians before they are hired, and then provide over 150 hours of training, both in a classroom environment and out in the field. We are always focusing on providing a comfortable, informative, thorough and clean installation, leaving you with a smile. Be sure the technician has a company badge, has completed a background check and works solely for the company he represents before letting him inside your home. technicians are under that companies umbrella. The systems we use are wireless and only draw 12 volts of electricity ( a little more than a 9 volt battery) so you are not required to hold an electrical license. 4. Is the company insured? If something goes wrong during the installation (things happen, they are called accidents!), will the company be able to cover the damages? In 13 years I ve seen it all, especially installing in older homes that were built before there were construction standards. In the event of a mishap, make sure the company can cover everything! 3. Is the technician licensed? In some states (not all) the technician must hold a license to install your security system. In most states however the company holds a license to install, and the 10
3. The Monitoring Station That Will Dispatch In The Event Of An Emergency The monitoring station is who dispatches the proper authorities in the event of an emergency. More often than not, the monitoring station is overlooked as an important factor when choosing who protects your home. This is why you have a monthly bill from the alarm company; this is the service you are paying for! Would you purchase a discounted airbag that may deploy in time to save your life? It just doesn t make sense to cut corners on something so crucial. In this industry, there are many, many dispatch stations, and like anything else in life, some are great, and some are not so great. Here are important questions to ask when choosing who will protect your home and family: 1. Is the monitoring station 5 Diamond Certified? 5 Diamond is the highest certification awarded by CSAA (Central Station Alarm Association) The CSAA is like the BBB (Better Business Bureau) of the alarm world. This is hands down the 11
3. The Monitoring Station That Will Dispatch In The Event Of An Emergency (cont.) easiest way to understand the quality of the monitoring station. To receive 5 Diamond Certification, a monitoring station must meet strict quality guidelines as set by the CSAA. Taken from their website, some guidelines include: 2. Is the monitoring station ASAP Certified? On top of the 5 Diamond Certification, also make sure they are using ASAP (Automated Secure Alarm Protocol) dispatch. This means that when an emergency is triggered, the monitoring station can send your information directly to the authorities electronically. This is a new level of excellence in monitoring. Commitment to random inspections and quality criteria standards by a nationally recognized testing laboratory such as FM Global, Intertek/ETL and UL. Commitment to the highest levels of customer service. Commitment to ongoing job-related education and testing by having 100% of its central station operators certified using the CSAA online training series. Commitment to raising the industry standards through CSAA membership and participation in its activities. Commitment to reducing false dispatches. If a station does not have ASAP they need to call the police dispatch line, and verbally communicate everything going on, and your information and address. This takes precious time and also has room for error. Alliance Security uses Monitronics for their dispatch station. Monitronics is a leader in home security and is hands down the most reliable, efficient and professional monitoring station. We are proud to call them our partner in protecting our customers and are always looking forward to the ways they find to improve our customers safety. 12
4. The Customer Service That Will Help You With Questions And Support In this day and age, customer service is king! If you have a question on how to use your system, or something isn t working right this is who you will be calling. Unfortunately, it can be hard to research how good a company s customer service really is. There aren t certifications, or guidelines to base this information on. My two cents go to the web. If a company isn t providing informative, timely and pleasant customer service, people will talk about it! Here are things to consider when thinking about customer service: Are they well trained? Patient? Concise? Helpful? Understandable? Prompt? Will I receive service if needed in a timely manor? Are they based in the US? What are their hours of operation? How many customers do they support & how long have they been doing it? At Alliance our customer service representatives receive extensive training in each of their roles. We have our customer service department divided into specialists groups. 13
4. The Customer Service That Will Help You With Questions and Support (cont.) There are account information specialists who are very quick to find the information you need quickly about your account. We also have technical specialists who are trained to help you with any technical questions about your system. Finally we have our dispatch correspondence team. Their sole purpose is to insure that critical contact information, such as your emergency contact list, is always exactly what you want it to be. We leave no room for errors. 14
5. The Software or App That Allows You To Control Your Home When You re Not There. Mobile control is no longer a thing of the future; it is fairly standard in the home security industry today. It allows you to arm/disarm your system from anywhere in the world. It can send you notifications when things happen, such as a child coming home from school, or someone opening a medicine or gun cabinet. And just like anything else, there are easy-to-use apps and some that aren t as user friendly. It is similar to choosing a cell phone or tablet. It needs to be simple to use! Major companies in this market are Honeywell, Vivint and Alarm.com Questions you should consider when it comes to the security software or app: How can I arm or disarm my system when I m not home? 15
5. The Software or App That Allows You To Control Your Home... (cont.) How easy is it to log onto my phone, tablet or computer and setup a text notification for when my daughter comes home from school. Or how about sending a 15-second video clip of her walking through the door and rearming the system? These features are very informative and should be simple to setup for everyone. We have chosen to work with the incredibly user-friendly mobile control company called Alarm.com They are simply, in our opinion, the best in the business. They make it simple to use the powerful features on your mobile devices, keeping you in touch with your loved ones whenever you re not home. For over 15 years, Alarm.com has created award winning apps that make your home control a breeze. 16
6. The Price. At the end of the day, quite often, price can be the deciding factor when selecting who will protect your home. This, to me, is unfortunate, because like everything in life, you get what you pay for. From working in this industry for so long, I can tell you there is no magical way to lower prices without cutting back somewhere else. There can, however, be a balance of quality and price, and this is the balance you re looking for. If a company s offer seems too good to be true, it probably is. I can say with all my heart, if you re going to protect your home and family, do it the right way. It s their safety and your peace of mind. Of course I m biased because I eat, drink and breath home safety, but I would like to think that others share my desire to protect their home and keep their family safe. Here are some questions to consider when quantifying the price Are there up-front costs? Be sure the company you speak with covers everything and you are clear on what they will collect when they come to your home. Be sure to write down or request an email outlining the equipment they are providing, the monthly fee you will pay and any other fees or charges they will collect. How much are you paying for the equipment and service that you re receiving? Does the value outweigh the price? 17
5. The Price (cont.) At Alliance we aim to provide an exceptional product, a superior service and an outstanding customer experience at a reasonable rate. Anyone comparing our price and services against our competitors will see the value in choosing Alliance Security to protect their home. Also and very important, just because someone tells you something or posts it on their website, doesn t mean its 100% true. Do your research! Too many times I see web sites displaying information that is completely made up to lure customers into thinking they provide a superior service. Look for reviews on the company, go to their social media pages. Check out websites they cannot control and do not run. 18
I hope this guide will help you decide who should protect your home. I hope it will help you understand what is important when choosing and most importantly, what to look for. I have spent my professional career creating a company that stand for the values and ethics of what consumers should expect from their home security company. Whether you choose Alliance, or one of our competitors, I want you to feel comfortable with your service, and safe when you sleep. If you have any questions (I m sure you do, I couldn t cover everything!), just give us a ring and one of our representatives will be happy to answer them for you. We re here to help. No Gimmicks, No Hassles, Just Answers 855-297-4112 Or visit us on the web at www.alliancesecurity.com Brian Fabiano is the Chief Operating Officer and Co-Founder of Alliance Security. He has helped build Alliance into an award winning national home security company which protects over 30,000 homes and families every year. He oversees the company s customer service department, installation department, brand management and technology departments. Brian has been a visionary behind many processes and systems that have allowed Alliance to grow while still delivering an exceptional customer experience throughout their life with Alliance. 19
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