Quarterly Newsletter
Impact noises, voices, glass breaking are all sounds that put our Sonitrol Operators on alert. Their focus quickly shifts to making sure you, our Sonitrol customer, are receiving their undivided attention and provide the proper action your account needs.
As the New Year begins, we want to thank you for your continued trust in Sonitrol, Pacific West Security, and commit to another successful year of valid dispatches and apprehensions!
Employee of the Quarter
Adam Morales
Many of you may already know and love Adam! He was originally hired to take care of our fire accounts, but just over the year he’s been with us he continues to step up and has been a tremendous help assisting in other service duties. He’s always punctual, eager to learn and his dedication to all of you, our customers, and the Sonitrol team doesn’t go unnoticed. Being a key service employee, we want you all to hear more about his day.
Adam, how long have you been with Sonitrol, and what are your key responsibilities?
“It will be two years in April. I primarily work on fire systems, but my duties are expanding to servicing other types of equipment. I now consider myself a service Tech.”
What do you feel is important when you meet a customer?
“I want to make them feel comfortable and to understand that I am there to help them. I try to ask a lot of questions and make sure I understand the problem and what is important to them. I want to make sure they understand their equipment and if I need to explain the system, I will do that.”
When you leave, what message do you want to leave behind?
“That whatever was wrong was corrected. That if follow up is required, I will be there. Most important is that they feel the pride I have for my job.”
When servicing a customer that has intrusion, how important is the “audio” portion of their system?
“It is very important. With our impact activated audio, we can hear break-ins as they are happening. We let the responding officers know all the real time information coming in.”
Is there a message you would like to give to our customers for the upcoming 2023 year?
“Yes. I hope that there will be no problems but if one does occur, we will be there to address the problem and keep them happy with their Sonitrol system.”
Adam understands how important it is to keep our customers happy with a working system. He has that rare talent of being able to look at a problem through the eyes of the customer. He really does take a great deal of pride for what he does.
If you see Adam, say hello!
Rapid Response
Jeff Lippert, Rapid Response
Director of Sonitrol Services
Jeff how long have you been with Sonitrol, making sure our customers receive quality monitoring services?
“32 years [total]; 10 years [in San Jose with Pacific West Security]”
You are currently with Rapid Response, Sonitrol, Pacific West Security’s current monitoring provider, overseeing a Central Station team ensuring we receive a quality service.
“Yes. We have a Sonitrol team of operators that are the best of the best. You can only apply for the Sonitrol team after you have been monitoring non audio customers for at least 6 months.”
“They go through special training before they can go to the monitoring console. Once on the console they work with a Sonitrol specialist until that person feels they are comfortable to monitor audio systems.”
Do Operators want to join the Sonitrol team?
“Yes. Our pay scale allows for members of the Sonitrol team to receive a higher pay plus all employee’s here know that if you monitor audio, you are among the most skilled operators. The Program is designed to have the most trained operators monitoring Sonitrol customers.”
Do your Operators understand verification and what that means to the Police Office?
“Yes. Let me give you an example. More and more Police Departments are moving to a ECV guidelines (Enhance Call Verification). What this means it that before the police will dispatch, the alarm company must try to contact two customer contacts. However, if our operators tell the Police dispatcher this is Sonitrol and we hear threatening sounds, they will override the EVC requirements and dispatch. For the Sonitrol customer, the police will get there faster, and this is more important now than ever. With fewer police cars on the street, that special treatment is needed to prevent losses to our Sonitrol customers.”
Jeff, I remember when a Sonitrol dispatch took place, and an apprehension took place there was a lot of excitement in the office. Is that still true?
“It sure is. All the Sonitrol Operators work in the same area. When glass breaking is heard they all stand up. The Operator many times lets the group know they are working a real break-in and when an apprehension is made you can feel the excitement in the room.”
Rapid Response, thank you for taking care of our Sonitrol customers. They will be pleased to know the extensive training and dedication the Operators put into monitoring our accounts.
Available Services Offered by Sonitrol, Pacific West Security:
Sonitrol, Pacific West Security is dedicated in providing you with the service your business needs. We thank you for allowing us to be your security provider.
We do not advertise, most all of our new business opportunities come from our existing customer base. If you know of anyone moving, remodeling, building a new building or unhappy with their current security, we would appreciate the referral. Most important, please take a moment to make sure your system is up to date.
Email: verified@sonitrolsv.com
Website: www.sonitrolsv.com
Sonitrol of Silicon Valley: (408)827-7934
Sonitrol of Utah: (801)748-0434