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

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That year a story about Glen andAlan Kruglak’sw LLC in the Washington Business Journal now framed and one of the first things visitors see — included a photo takeh at the bottom of the stairs in Glen’s house because the company didn’t have an office yet. Sevej years later and settled into an officwein Germantown, Genesis Security Systems has grown to 40 peoplew and roughly $15 million in revenue. Its sweeg spot is serving companies of 100 or more peopls who need more security than the standard key cardaccesds systems. Clients include , CB . and USA Today. Business is off a bit this year. Roughly 25 percent of work comes from new whichis slow.
Yet the Kruglakss report a strong Apriland May, largely becausw they got more aggressive with sales and also negotiatede lower rates with This isn’t the Kruglaks’ first go-round in the security The brothers grew up working in their downtown D.C. music store during the 1960e and ’70s. That business eventually morphedinto GIC, a securitu systems integrator, which the Kruglaks sold in 1995. The brotherxs were enjoying a nice early retiremenyt when they received visits from two former Chris Foster andEd Simon, in 2002.
They all felt that person-to-person customer service in the security industry was declining because the big corporations taking over the industry were unwieldy. Service calld were taking too long. Proposals woulrd take weeks to land ona client’s desk. Could they stargt their own business? The answer came quickly, as word leaked out to formed GIC customers. Genesis had its firsf client before the company openedan office. Fosterr and Simon are now partners. A secret to their success, learned at GIC and applie to Genesis, is to treat customers with the retaiol mentalityof “How can I help Traditionally, security companies functioned more like contractors.
Clientas outlined their needs, then asked for bids. But “sometimeds clients don’t really understaned the solution to the Glen says. Back on those Saturdays in themusicc store, the brothers had become information sources for customers lookinh for updates on the latesy records hitting the shelves. They wanted theie sales team to function thesame way. “We’re in a relationshi p business, and a relationship business focuses on Alan says. “If you take care of they staywith you. It’s reallt not that complex.” Roughly four years ago, Genesi landed AARP as a customer. The organizatio n for retirees dumped its previous supplier over customerrservice problems.
Larry Lupo, AARP’s safetyt and security manager, liked one thing in particular about The owners aredirectly involved, not because they have to be, but becaused they seem to enjoy it. Foundersd set the vision of where they want a companto go, he says. “If they’r e good at it and they’re successful, they’vee implemented that into their company andtheit people.” The importance of customer servics is just one the lessons the Kruglaks have learned along the way. They also got an education in Their first company ran into debt problemss inthe 1980s, something they have vower to never repeat.
The Kruglakxs say Genesis is debt free and maintainds atleast $1 million in cash reserves at all The Kruglaks also learned to seek recurrinh revenue streams and become more efficient. By keeping all of the company’ trucks fully stocked, Genesis can quicklt dispatch nearby technicians to bring missing with the help of a GPS system that constantly trackws allits vehicles. Keep an unrelenting focus on the company’z customers.
Become more efficient by standardizing your Whatit does: Security system design, monitoring and maintenance Owners: Glen Kruglak, Alan Kruglak, Chris Fostef and Ed Simon