The strange reality of our business is that we sell a universally recognized product that isn’t widely understood.
Most people can immediately picture a bulletproof vest or recall footage they’ve seen of a bulletproof window being shot.
But designing a bullet-resistant barrier system comes with many nuances.
At Total Security Solutions, we take it as a given that a critical part of our job is educating our customers. That includes maintaining a library of reference materials free for download, hosting monthly webinars and even in-person live fire events so people can see the materials perform.
Our in-house experts and product application specialists are here to answer questions, and many of our customers have been eager to share their experience.
But sometimes all of that isn’t enough. In any complex, multi-layered project, misunderstandings in expectations can arise. These moments become learning opportunities that help us enhance clarity and build trust.
Connecting with our Customer: A Case Study
Last year, we were contacted by a builder bidding on a project to help protect the president of a Central American country.
This project was complicated by distance, language, and the fact that there were various layers of vendors and officials between TSS and the end user. That isn’t unusual in government projects.
These projects often specify using materials tested to UL 752 Level 8, meaning they are designed to stop at least five shots from a high-powered rifle shooting 7.62mm ammunition, like the “AK” family of rifles available in much of the world. Because of how materials are engineered to meet that standard, Level 8 materials tend to also impart some blast- and forced-entry resistance. In some cases, a Level 8 component might also be formally tested against specific blast- or forced-entry criteria (as is the case with our heavy-duty FRBR and FEBR doors).
On the surface, this project seemed like a straight-forward barrier installation for a government building.
They wanted custom Level 8 doors, frames, and windows that would blend into the existing decor, with nothing institutional or “fortified” looking that would draw attention to itself or detract from the building aesthetics.
A Detail Lost in Translation
Every government project—state, local, federal, or foreign—has the potential to turn into a game of telephone, with layers of security personnel, contractors, vendors, and committees between the public officials being protected and our staff trying to create the barrier system that will keep them safe.
Midway through this project, our customer’s customer received sample materials that did not perform the way they expected. The materials stopped bullets of the appropriate calibers—in fact, they outperformed the Level 8 standard.
But they did not perform in the way the president’s protective services had expected. In the back-and-forth of planning across languages, cultures, and time zones, there was a misunderstanding about a technical detail.
This is a classic example of a “hidden expectation.” The end user had an unspoken (but perfectly reasonable) assumption.
Identifying and Addressing a Misunderstanding
We quickly realized there were two problems.
First and foremost, we needed to make a design change. The finished system needed to perform differently to meet their expectations.
Second, but equally important, we needed to restore confidence to the customer.
One of the most important functions of a physical security system in a government facility is to preserve peace of mind, so the government can function and serve its citizens.
Modifying the already manufactured systems to perform differently under the conditions the user envisioned was not without challenges.
However, TSS was able to develop a customization to the system, adding an extra security layer that would meet this previously hidden expectation and handle some unlikely scenarios that concerned the security team.
To ease their concerns about the system modifications, we invited the customers to visit for a facility tour and live-fire demonstration of the modifications.
Members of that country’s team—including representatives of their version of Special Forces and Secret Service—visited our main campus in Fowlerville, Mich. We presented a bilingual education session on modern bullet-resistant materials, led them on a comprehensive tour of the entire production floor, and demonstrated the product’s capabilities in a live fire event.
Members of the TSS team shot various caliber weapons at the customized ballistic materials developed for their facility and saw for themselves how those components performed in regards to the conditions that concerned them.
Communication, Customization, and Customer Service: the TSS Solution
At Total Security Solutions, we are passionate about making sure everyone has all the information and guidance they need to make the best possible security choices for their organizations and communities.
That starts with demystifying bullet-resistant materials and ensuring our customers have the resources they need to properly identify the threats they face and the risks they need to manage.
From there, our job is to guide them through decisions to keep everyone safe with a solution that meets security, aesthetic, and functional needs.
Because everything we make is custom, we work consultatively to understand your needs, uncover any hidden expectations, and design and install a solution that meets your needs and ultimately gives you peace of mind.
It also means we have people on site at all times who can dig into the details and come up with innovative solutions to address specific concerns.
Most importantly, we can back up our claims by demonstrating the products under brutal conditions.
Our in-house experts and product application specialists are here to answer questions, or help you start a project today.
Not ready to start, but interested in learning more about safety and security?
TSS CEO and co-founder Jim Richards offers a free quarterly security newsletter drawing on his decades of experience. No sales pitch, just insights and advice.
