SI: Why and how did you enter the security industry?
AL: After 11 years with one of the multi-nationals, I thought it was time to go it alone. So with a small loan, and the support of my wife (Hilary, my fellow director) we went for it.
Have things got better or worse since then?
In the 17 years since we started, I think that overall things have got better. Someone starting their own alarm company now, knows that the inspectorates are there for them, whereas when we started there were so many obstacles to overcome, to gain approval.
What is the best – and the worst – thing about being an installer?
Best – the customer who has been with you long enough to trust you to specify the correct level of protection, at the correct price. Worst – the customer who gets four or five quotes and then proceeds to play one off against the other.
What one thing would you change about the industry?
The way the product is marketed i.e. always driven by price. This is one of the reasons why an alarm is viewed as a grudge purchase.
What is the biggest threat facing the industry?
The attitude of the police to alarms. It looks more and more likely that they are looking to off-load the policing of alarm activations onto the private sector.
How has the new ACPO 2000 Policy affected you?
It is early days, and we are still feeling our way, as are the alarm administrators. Does anyone know how the confirmed panic button signal is going to work?
How do you view the work of your inspectorate?
NACOSS has made tremendous strides in the last few years to get rid of the ‘us and them’ accusations. It has encouraged all sizes of company to gain approval, therefore raising standards across the board. I think the two-tier system (ICON) was a natural progression and should be viewed as a positive step.
Is there too much red tape now?
Yes. I think the industry would do far better if it were self-regulated. I think ACPO has not listened to the installers and ARCs.
What is the most memorable installation you have ever done?
One that sticks in my mind was the first time that someone rang up and asked for a quote, and said that they got our number from the police list. I thought we had won the pools. That was 14 years ago, and soon after that police lists became a thing of the past.
What is the funniest thing that has happened to you at work?
We were asked to install an alarm in a large country house. The family of the old gentleman who owned the house had asked us to quote for an alarm as their father was 90 years old and nearing his death bed.
A few days after we sent the quote, sure enough the old boy popped his clogs, so three or four days later we arrived to install the system, as the family had been told that unscrupulous people scanned the obituary columns to see who had died, and then burgled the house.
We were given a free run of the house, the family had given us a key and let us get on with it. Two of our engineers proceeded with the work, which was to take three days.
Imagine their horror as they entered the master bedroom to see the old boy dead as a dodo staring at the ceiling.
The really weird thing was that when the job was completed and the PIRs were walk tested, zone 6 would not clear! You’ve guessed it, the master bedroom! (The old boy was still there). There were no volunteers to go back in there, eventually one of the guys was persuaded, and it turned out to be a duff PIR.
What achievement has given you the most pleasure?
Getting to the position where we can consider our company to be on par with the multi-nationals, i.e. not having to think of ourselves as a second division team.
How do you see your business developing and adapting in the next ten years?
Ten years is a long time, and hopefully I will be able to retire before then.
But with the growth in our industry, I think that we will have to ensure that we invest in a structured training programme.
This will make sure that youngsters are coming into the industry, and are then being trained to take the place of the guys who are ready to move into supervisory positions.
What type of installations will be growth areas for you?
There will be more and more CCTV systems as equipment prices come down, also access systems and fire alarms. Our core business will always be the installation and maintenance of intruder alarms. Does anyone know what’s happening with EU standards?
What type of equipment have you had most trouble with?
I think that equipment is very reliable, and we get very few problems with equipment when you consider the number of systems that we install each year. Where we have had a few problems is with new products.
Do manufacturers take enough notice of your opinions?
Probably not! The area reps are very helpful and take our feedback to their superiors, but then not a lot happens.
What type of equipment is generally the most reliable?
The type that costs a bit more is money well spent – if you can convince your customer.
Do you see DIY alarms as a threat?
No, most people will only try one once. They will generally have a professionally installed system the second time around.
Do installers have enough say in the industry?
Probably not, we are usually too busy trying to make a living in an industry where profit seems to be a dirty word.
How has being an installer affected your private life?
I don’t know any different. I have been an installer for 30 years, married for 25 years and we have got two sons who are installers. I think that secretly we all love it.
