Kruglak brothers bring customer service to the security business - Business First of Columbus:

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That year a story aboug Glen andAlan Kruglak’s LLC in the Washingtojn Business Journal — now framed and one of the first things visitorse see — included a photo takemn at the bottom of the stairs in Glen’s house becausr the company didn’t have an office yet. Sevem years later and settled into an office in Genesis Security Systems has grown to 40 peopls androughly $15 million in revenue. Its sweet spot is serving companiews of 100 or more people who need more securityy than the standard key cardaccess systems. Clientds include , CB . and USA Today. Business is off a bit this Roughly 25 percentof Genesis’ work comeas from new construction, which is slow.
Yet the Kruglak report a strong Apriland May, largely becausr they got more aggressive with salezs and also negotiated lowed rates with suppliers. This isn’f the Kruglaks’ first go-round in the securityg business. The brothers grew up working intheir parents’ downtownj D.C. music store during the 1960s and That business eventually morphedinto GIC, a security systemws integrator, which the Kruglaks sold in 1995. The brothere were enjoying a nice early retirement when they receive d visits from two former Chris Foster andEd Simon, in 2002.
They all felt that person-to-personm customer service in the security industry was decliningt because the big corporations taking over the industry were unwieldy. Service calls were taking too Proposals would take weeks to land ona client’ds desk. Could they start their own business? The answer came quickly, as word leakex out to former GIC customers. Genesis had its first client before the company openedan office. Foster and Simonb are now partners. A secret to their learned at GIC and appliedto Genesis, is to treat customerss with the retail mentality of “How can I help Traditionally, security companies functioned more like contractors.
Clients outlined theirf needs, then asked for But “sometimes clients don’t really understanx the solution tothe problem,” Glen says. Back on thosew Saturdays in the music the brothers had becomr information sources for customers looking for updateds on the latest records hittingthe shelves. They wanted their salesz team to function thesame way. “We’rse in a relationship business, and a relationship businessd focuseson service,” Alan says. “If you take care of they staywith you. It’xs really not that complex.” Roughl y four years ago, Genesis landed AARP as a customer.
The organizationh for retirees dumped its previous supplier over customer service problems. Larry AARP’s safety and security liked one thing in particular about The owners aredirectly involved, not because they have to be, but becaus e they seem to enjoy it. Founders set the vision of whers they want a companyto go, he “If they’re good at it and they’re they’ve implemented that into their company and theie people.” The importance of customerf service is just one the lessons the Kruglaks have learned along the way. They also got an education in Their first company ran into debt problem s inthe 1980s, something they have vowe to never repeat.
The Kruglaks say Genesise is debt free and maintains atleast $1 million in cash reserve at all times. The Kruglaks also learned to seek recurrinv revenue streams and becomemore efficient. By keepinb all of the company’s trucks fully stocked, Genesise can quickly dispatch nearby technicians to bring missing with the help of a GPS systemm that constantly tracks all its Keep an unrelenting focus onthe company’s customers.Become more efficienr by standardizing your operations.
What it does: Securitgy system design, installation, monitoring and maintenance