Chapter 43: Community Relations: Strategy

The society that wants to buy what they buy

based on the thrill derived from the item

purchased is an example of which of the

following types of economy:

• Agrarian economy

• Service economy

• Experience economy

• Credit-based economy

Creating a positive experience involves being

effective in which of the following:

• The security officers must maintain an

  even temperament

• The security officers must be proactive

  when faced with problems or challenges

• The security officers must be liability

  conscious

• All the above

Total quality costs include all the following

except:

• Prevention costs

• High Federal tax cost

• Failure costs

• Appraisal costs

In a service-related business, such as security,

total quality costs can be signifi cantly

reduced by providing which of the following:

• A positive experience

• A relaxation of rules and regulations

• A self-inspection every five years

• All the above

The operation’s brand is a function of all

of the experiences, as we explored above,

perceived by the various users of its services

with whom the operation comes in contact. It

is more than just a logo on a letterhead, it is

also which of the following:

• The uniform

• The way the security officers present

  themselves

• The image of the operation at every

  touch point

• All the above

Branding is about the image of the operation

at every touch point, at every single place anyone has any contact whatsoever with the operation.

• True

• False

Our account representative, our executives,

even our offi cers should interact with our

client or overseeing executive as though:

• We know security

• We are in this together

• We are in charge of the security effort

• All the above

Almost every complaint presents some:

• Opportunity for improvement

• Issue that must be corrected

• Threat to the relationship with the client

• Evidence that someone is not doing the

  job correctly

The key to your success lies in your ability

to build which of the following with the

communities in which you serve.

(Choose the one best answer.)

• A sense of profit for your company

• A strong coalition of police and security

  officers in the neighborhood

• Positive, meaningful relationships

  between the company and the neighbors

• Developing anti-crime strategies and

  perimeter security for the company

The next type of economy, after the

experience economy, will be the

transformation economy.

• True

• False