We all have red flags we look for before hiring someone, but the absence of red flags does not translate to the presence of excellence. When it comes to investing in ballistic barriers, the safety and security of your people are at stake.
I’ve spent decades in the security industry, and seen many bulletproofers come and go. The vast majority have been competent suppliers of bullet-resistant materials and components. But the average company is not ready to work as a consultative partner to create comprehensive, custom physical security solutions for their clients.
You need a team that can scope risk, recommend the right UL 752 level of ballistic protection or standards for forced entry, and then design, engineer, fabricate and install a system that meets that criteria while matching your building’s design.
There are five green flags I recommend looking for when choosing a partner to help you develop a comprehensive bullet-resistant barrier system for your facility.
Each should be easy to spot during the sales processor to uncover with a couple of simple questions.
A business you’re entrusting with your safety should be quick to answer your questions and address your concerns.
As a rule, any response time longer than two business days is a red flag. At TSS, we strive to acknowledge every online inquiry within 24 hours. If you call us, we’ll work to resolve your issue and answer all your questions on that same call.
This level of communication is critical when you’re coordinating submittals, site measurements, or an after-hours installation.
Ask: “What are your typical response times during each stage of the process? How will you communicate with our team?”
Any security company you are considering should be asking a lot of questions about your threat profile, forced entry risk, accessibility and code considerations, and design expectations.
Expect clear answers when you ask for case studies, industry-specific examples, client testimonials, and material testing.
Listen to how they tailor bullet-resistant windows, panels, doors and hardware to your ballistic threats.
A good bulletproofing company should be eager to walk you through their entire process in detail, explaining what you should expect at every step to ensure a successful project.
At TSS, we like to develop a “Milestone Plan” with every customer. That starts with establishing a project scope and delivery date.
We then build our schedule back from there. That schedule includes key milestones, outlining clear responsibilities for both our team and your team.
We will also discuss potential issues you might not have considered, and how to minimize their impact.
For example, late changes in door hardware can often cause delays because these components are so susceptible to supply-chain issues. Likewise, projects can go badly off schedule if a member of your team doesn’t realize they’ve neglected to get back to us with an approval.
At TSS, we make sure that before any work starts, everybody knows what to expect and when to expect it.
We’ve developed a proven process over more than two decades of implementing barrier systems for thousands of customers.
Following these steps keeps every project on track and helps us avoid unexpected changes, costs or delays.
For as long as I’ve been in this business, people have been playing fast and loose with terminology, aiming to lock in a sale rather than make sure they are giving the customer what they need.
Sometimes it’s vague descriptions like “ballistic-style” or “impact-resistant” that don’t have a firm definition.
Other times it’s twisting and stretching the meaning of “forced-entry” and “security glazing” to imply these materials have capabilities they do not.
Any salesperson working with ballistically and security-rated materials should be able to clearly articulate exactly how that component will perform under specific circumstances.
Real ballistic and physical security materials are lab-tested against very specific criteria, and are rated accordingly. A provider should state the UL 752 level, thickness and material (such as acrylic, polycarbonate, or glass-clad polycarbonate.)
There’s nothing vague about a UL Level 3 window: By definition, it will stop at least three shots from a .44 Magnum pistol.
Anyone selling you ballistic glass should be able to tell you what lab tested it, and to which standards it was tested.
Modern bullet-resistant barrier systems are complex.
They are custom designed and engineered for specific spaces and use cases. A security company trying to get that done without a dedicated project manager and factory-trained installation team is looking for trouble.
Anybody can give a quote or bid a project. Look for a single accountable owner who will see your job through from consulting, engineering and fabrication to installation. They should have expertise in glazing as well as ballistic frames, anchors, tolerances, sealants and hardware.
When it comes to choosing a physical security partner, there’s one major red flag that is more important than any other: a lack of curiosity.
Your ballistic barrier will touch every element of your building and operations. If they don’t have the curiosity to ask questions, how will they uncover your needs, determine what must be done to meet them, and identify potential problems?
You don’t want to get started on a project and then hear, “Oh, well, I didn’t know that was a requirement of your project,” or “I didn’t know there would be six weeks of lead time for this material.” inevitably leads to a frustrating series of delays, changeorders, and expenses that your provider should have anticipated.
If you’re talking to a potential partner and they can’t offer examples of how they’ve handled past challenges, that’s a red flag. If they resist even discussing possible issues and obstacles, that’s an even bigger one: It demonstrates a lack of curiosity and engagement with your project needs.
I built Total Security Solutions specifically so I wouldn’t have to be the guy who says “we didn’t expect this.”
We’ve stood the test of time by focusing on customer service, customization, and efficiency. We emphasize quality control, strive for ongoing improvement, and above all else work to stay curious.
If you have any questions, or are ready to begin moving forward with a project, we’re here to help.
Schedule a consultation with us, and you’ll hear back quickly from an expert who is ready to listen to your needs and answer your questions.
If you aren’t ready to move forward on a project but want to learn more, we offer free resources to support good, comprehensive security planning