Cliff Tomkins is managing director of Security 201, the oldest established security company in Worthing , West Sussex. Security 201 has been in Worthing since 1983 and, from its base in Goring Road, supplies a comprehensive range of services including locksmithing and safe engineering. Cliff recently accepted the NSI Gold Medal status for intruder alarm, access control and CCTV systems. He says he has resisted rapid expansion, preferring to concentrate more on customer satisfaction. He thinks there is too much beaurocracy attached to the job, but it does have its funnier – if embarrassing – moments .. . especially when a potential customer has nothing but soap suds to protect her dignity!
SI: So why and how did you enter the security industry?
CT: I had always wanted to have my own business and in 1983 the opportunity came. I had been the Quality Engineering Manager for the UK arm of a multinational communications company and, one day in conversation with a friend who was in property management, he asked if I could have a look and give advice on a problem he was having with a large access control system. This I did, and resolved the faults. As an engineer I found this interesting, and when new work was presented I became more involved, and the rest is, as they say, history.
SI: Overall, have things got better or worse since then?
CT: Things have definitely got better. There may be more bureaucracy but the security industry now contains more professionals and is gaining public respect. On the negative side the industry does itself few favours when it allows prices to be driven down to the point that the public believe they can get good security on the cheap.
SI: What is the best and the worst thing about being an installer?
CT: It may sound trite but the best has to be when a client says “Thank you” and you can see they mean it. I also value the friendships that have developed over the years, not only for me but all our staff. I suppose the worst has to be coming up against companies who are good at selling to vulnerable clients, but fail to deliver a good service, of a high quality.
SI: If you could change one thing about the industry, what would it be?
CT: I think the expression is “I wouldn’t start from here”. I would like to see fewer organisations thinking they have a right to tell us how to run our business. We need one trade association, one independent inspectorate and a clear code of conduct from the government with possibly simple licensing for all those employed.
SI: What is the biggest threat facing the industry?
CT: Over-large companies who have too much power and influence and try to ignore or bend regulations.
SI: How have DD243 and EN50131 affected you?
CT: Not at all! No, that’s not true!They have and are continuing to have considerable impact on our operations. Seriously, as a quality engineer, I have always tried to use any changes to standards as an opportunity to review operations and question existing procedures. Providing standards are issued and materials are available we can get on with the job from an installing point of view. It’s a harder job trying to convince the public as to why they need it and have to pay more.
SI: How do you view the work of your inspectorate?
CT: I view them very positively. The NSI have, in my view, taken the correct stand in emphasising Quality Standards as the only way to measure performance. I also applaud their independence. They listen to our problems and offer guidance but will not be swayed from accepted standards.
SI: Is there too much red tape now, or is the move towards greater regulation long needed?
CT: I think I indicated, in an earlier question, that there is too much bureaucracy but that is in general and not specific to the security industry. Equal rights, political correctness, health and safety, training, VAT, tax and NI etc etc. All have their place but why do they have to come with so much baggage? I know the answer to this … there are people out there who are making careers out of dreaming these things up and of course we must not forget someone will sue if they can. I’m sorry you got me going there but I have just seen yet another new speed camera!
SI: What achievement has given you the most pleasure?
CT: There are many things that have pleased me as this company has advanced during its twenty years, and its tangible status within the commu-nity has grown. There is no doubt that seeing our boxes on all types of buildings is most pleasing and nowadays that is complemented by the addition of CCTV cameras. But it is also pleasing to know that some of our relationships have started from the cutting of a rather tricky key, and led on to the many other aspects of security. At the moment, of course, I am particularly proud that we have recently been awarded Gold Medal status by the NSI, not only for intruder alarms but access and CCTV systems. It’s a splendid way to recognise the continuing effort put into the company by all staff.
SI: How do you see your business deve-loping and adapting in the next ten years?
CT: As in the first twenty years of our business, ‘slowly but surely’. We have resisted rapid expansion, preferring to ensure that we can maintain customer satisfaction. We will continue to be responsive to change and embrace technology where it will be of assistance and not just because it’s the latest thing. I think the next ten years will see a closer amalgamation of the various aspects of security, communications and possibly entertainment … ie, the ‘smart’ house.
SI: What will be growth areas for you?
CT: CCTV. With my comments to the previous question in mind, CCTV is probably the lead area. More clients wish to monitor from off-site (i.e. from anywhere in the world) and they want to integrate with other built-in services.
SI: What type of equipment have you had most trouble with and why?
CT: I have to say we have few problems with modern solid state equipment. There may be the odd item dead from the box perhaps, but quality control is good from most of our manufacturers. In the past when we did what my engineers call ‘novelty lighting’ we had a few problems. Not only did light detectors fail to operate correctly, but some manufacturers designed products believing that when they were fitted outside they would never get wet! SI: Do manufacturers take enough notice of your opinions?
CT: We have built up a very good relationship with most of our suppliers and I believe they listen, but remember most are multinational and we are only one small user in one market, which, until recently, has had its own unique standards.
SI: What equipment is the most reliable?
CT: I think I answered this in the last question but perhaps I can expand. Take our intruder alarm control panels. It is such a rare event to have a failure that before any quality control procedures come into play, the engineers will all want to be involved and see what is happening.
SI: Is IP an opportunity or threat?
CT: IP is flavour of the moment. I know that by the number of invitations to exhibitions doing the rounds. Yes it has its place and in the right place I see it as an opportunity.
SI: Do installers have enough ‘say’?
CT: Well they say a lot. They also whinge a lot and perhaps the foregoing is just that. What some installers will not do is to ensure that their say is constructive and directed continuously at the right people. Our industry is like any other organisation, a few are doers while the majority have an opinion. Trouble is, some of the latter are only being dragged along, seeing only the negative aspects of what is required of them.
SI: What is the funniest thing that has happened to you at work?
CT: I arrived at this chocolate box style of cottage in the middle of a sunny afternoon. I was eventually let in by a rather elderly maid and shown into the drawing room. I was then announced to a reclining figure clad in only a dressing gown who seemed to be doing a Noel Coward impression on a chaise longe. After exchanging pleasantries and much tapping of his cigarette holder but no adjustment to his slipping dressing gown, it was to my relief, he suggested that I should see over the property. I got used to the client approaching each closed door, throwing it open and ushering me in. The last door we came to the performance was the same but, as I stepped into the bathroom, the client in a loud booming voice announced “No need to get up darling, it’s only Mr. Tomkins.” A quick survey of the room showed the only item of interest was a window. I ignored the lady wearing only a smile – and soap suds. I left as quickly as possible. We didn’t get the job and I note no alarm box ever went up – perhaps the client’s wife was offended that I didn’t say “good afternoon”.
SI: How has work affected your private life?
CT: When running your own business, then business and private lives do tend to merge – particularly as my wife, Caroline, works in the business and many of our friends are also clients.
SI: If you could have your life again would you become an installer?
CT: If I could be sure of the support I have had from staff, family and friends, I think I would have to say yes.
SI: Thank you Cliff.
