Goldstein of Murdoch Security Group delivers high value despite ongoing economic pressures

With more than 35 years in the security sector, senior vice president and director Robert Goldstein of Murdoch Security Group offers a wealth of experience, ranging from loss prevention leadership with R.H. Macy to senior executive positions with Management Safeguards, United Security Group and Command Security. The seasoned veteran creates high value and remains undeterred by the delayed economic recovery. As tax revenues continue to stall, governments at every level are making cuts they never would have thought of in better times, including police personnel and equipment. In New York City, the police force has been spared layoffs, but attrition has brought the force down to about 34,500 officers who are challenged to fight both crime and terrorism. Violent crimes including robberies increased in the city and in surrounding neighborhoods this year, underscoring the critical role of a private security firm with the experience to handle challenging times. Today, building owners and managers not only need to keep properties safe, but they also have to work within a tight budget. While some firms have slashed prices in response to increasing pressure, Goldstein reports that Murdoch Security has created a disciplined, high-end customer service model with well-paid, communicative security officers that clients admire despite costs. Even before the market turned sluggish, Murdoch built its owner-led service model on a philosophy of providing excellent service and professional staffing at competitive rates. Goldstein, who has helped shape and grow a service-centered model from the company's beginning in 2004, said, "The pricing has to be advantageous to the clients, with accompanying safety and security implementation of the highest caliber. "Our unique business model allows each office and region to have proactive local managers who know their clients, understand their needs and challenges, and make trustworthy decisions to facilitate comprehensive security and safety," Goldstein said. When Murdoch acquires new group partners, the owners and operators remain in place, and the corporate organization removes the burden of back-office support and adds consistent layers of quality assurance. This approach frees local managers to concentrate on service delivery. "They have been extremely successful in client management liaison and dialogue, retention of accounts, growing their companies and bringing disciplines for profitability," said Goldstein. Senior management institutes stringent screening, close supervision and ongoing communication at every level, from the start of the relationship. Smart Selection When recruiting staff, Murdoch looks for responsible people with extensive security experience, a professional appearance and demeanor, and the ability to communicate well. Potential recruits have to have a clean record and pass many skill, education and background tests and reviews. The company retains personnel by offering superior benefits, such as health insurance and paid vacation, and continual training. "We exceed New York State training requirements for initial, on-the-job and annual training," said Goldstein. "We also invest a greater percentage of the bill rate to pay our officers higher wages." As a result, employee turnover among Murdoch's group partners is considerably lower than the industry average, reported as high as 300%. The firm's elite Special Services Division, for instance, boasts an employee retention rate of 95%. Close Supervision Once assigned, security officers must have a full understanding of client procedures and post instructions. To make sure officers understand and execute their assignments according to quality standards, Murdoch Security Group supervisors make frequent, unannounced inspections at client sites. These individuals not only inspect officer appearance and demeanor, but they also test officers' knowledge of their assigned duties. The inspections increase accountability for the officers and reassure clients that their facilities are safe. Constant Communication Additionally, the Murdoch business model allows each client to work closely with local, empowered managers who understand their needs and can make decisions based on long-standing relationships. Clients not only receive multiple reports at different levels of the organization, but they also know they can reach a senior manager at a moment's notice, 24 hours a day. To identify gaps in service before they become problems, Murdoch senior management issues quality assurance questionnaires. Responses go straight to top management, allowing an unvarnished view of customer satisfaction. When management sees areas for improvement, they talk to the customer and adapt the program as needed. This cost-efficient and service-minded approach to security has taken Murdoch Security Group into new markets and bodes well for the year ahead. In early 2010, for example, the company opened a maritime division to supplement the international effort to curb piracy. The company is also preparing to take on international security contracts and plans to open a Latin American headquarters in Mexico City.