Letters to the Editor

KingAlarm — The new standard for accountability

Thursday, July 26, 2018

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Dear Editor,

I declare that I am a satisfied KingAlarm customer and have been for close to 10 years using many of their services. I have found them efficient and professional and, particularly, I enjoy my interaction with their mobile security guard teams who I have always found to be classic professionals.

I was therefore saddened to see the Braemar Avenue apartment complex videos shown to me, and particularly the distasteful “foot in the face” segment. True to form, the company responded in the manner I have come to expect when any issue arises — like true professionals. As a customer I received an e-mail the very same evening that a co-worker had showed me the video advising me of the incident and that it was being investigated and that anyone found guilty would be disciplined to include termination of employment.

This step, to me, was unheard of where a company involved in a debacle reached out to me before I could even call them myself. Fast-forward 10 days and I have seen multiple press releases in the newspapers, heard of an investigation, listened to many radio and television interviews and, ultimately, a press conference with an e-mail just sent to me confirming the result and a link for me, as a client, to watch the entire press conference to get a better understanding of the company's position.

Now, that to me is leadership. That, to me, is a company understanding the meaning of what it is to be accountable. There were no excuses, no sob stories, no extraordinary delays, and no passing of the buck, but prompt and decisive action. A contrite apology, two guards found guilty of hitting man on ground fired, and another supervisor suspended for not controlling the other staff, according to the e-mail just received from the company advising me of final closure to their internal checks.

While I condemn the behaviour I saw, I commend the company for not hiding from it, for taking responsibility and then doing the only thing they can, which is to take action to avoid a repeat. Any employer knows that they cannot vouch for the action of every staff. The bigger the company the harder it is, but I will judge this company on how they chose to handle the situation by jumping in front of the moving train to stop it, as against lying down on the track and allowing it to run them over. I hope others will watch and see crisis management at its finest and that this will become the new standard by which others are held accountable in this country. I will not, however, hold my breath!

Margaret McLeod

Meadowbrook Estates

St Andrew

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