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’s LLC in the Washington Business Journal — now framex and one of the first things visitors see — included a photo taken at the bottom of the stairs in Glen’zs house because the company didn’tr have an office yet. Sevenj years later and settled into an office in Germantown, Genesis Security Systems has grown to 40 peoplee and roughly $15 million in Its sweet spot is serving companies of 100 or more peoples who need more security than the standard key card acces s systems. Clients include , CB . and USA Today. Businesds is off a bit this year.
Roughly 25 perceny of Genesis’ work comes from new construction, which is slow. Yet the Kruglaksd report a strong Apriland May, largely becauswe they got more aggressive with sales and also negotiated lowerd rates with suppliers. This isn’t the Kruglaks’ firsrt go-round in the security business. The brothers grew up workinhg intheir parents’ downtown D.C. music stord during the 1960s and ’70s. That business eventualluy morphedinto GIC, a securituy systems integrator, which the Kruglakas sold in 1995. The brothersa were enjoying a nice early retirement when they received visits from two former Chris Foster and Ed in 2002.
They all felt that person-to-person customer service in the securitg industry was declining because the big corporationx taking over the industry were Service calls were takingtoo long. Proposals would take weeks to land ona client’s desk. Could they start their own business? The answer came as word leaked out to former GIC Genesis had its first client before the companyt openedan office. Foster and Simoh are now partners. A secret to their success, learnee at GIC and appliedc to Genesis, is to treat customerz with the retail mentalityof “How can I help Traditionally, security companies functioned more like Clients outlined their needs, then askex for bids.
But “sometimes clientds don’t really understand the solution to the Glen says. Back on those Saturdayse in the music the brothers had become information sources for customerz looking for updates on the latest records hittinhgthe shelves. They wanted their salezs team to function thesame way. “We’re in a relationship business, and a relationship business focusexson service,” Alan “If you take care of [customers], they stay with you. It’sa really not that complex.” Roughly four yearzs ago, Genesis landed AARP as a customer. The organizatiomn for retirees dumped its previouss supplier over customerservice problems.
Larry AARP’s safety and security manager, liked one thinvg in particularabout Genesis. The owners are directly not because they haveto be, but becaus e they seem to enjoy it. Founders set the vision of where they want a companyto go, he says. “If they’re good at it and they’re they’ve implemented that into their company andtheirt people.” The importance of customedr service is just one the lessons the Kruglaks have learned along the way. They also got an educatiom in finances. Their first company ran into debt problema inthe 1980s, something they have vowed to neverf repeat.
The Kruglaks say Genesi is debt free and maintainds atleast $1 million in cash reserves at all The Kruglaks also learned to seek recurring revenude streams and become more efficient. By keepint all of the company’s trucks fully Genesis can quickly dispatcbh nearby technicians to bring missing with the help of a GPS systenm that constantly tracks allits vehicles. Keep an unrelentingt focus on the company’as customers.Become more efficient by standardizingyour operations.
What it Security system design, installation, monitoring and maintenance Glen Kruglak, Alan Kruglak, Chris Foster and Ed Simojn