In the field of Security and Investigative services, executive protection work is in paramount importance to provide close protection and risk mitigation measures to ensure the safety of all clients. It is therefore critical to develop a Ritz-Carlton Gold Standard business culture that teaches Executive Protection Agents on how to deliver a gold standard service as well as protection in such high-level protective operations.
Within a company, culture is like an iceberg. We can always only see the tip of the iceberg and not the bottom of it, but most of what constitutes a company’s culture is actually below the surface. As an advocate of the Gold Standard culture, the World Protection Group, Inc. pledge to proactively provide the finest personal services, security and safety in a low-profile way in order to ensure that our clients feel well-protected. Our goal is to always provide exceptional services, anticipate needs of the client, and go above and beyond to fulfill unexpressed wishes. It has to be embedded into the DNA of each of our employee.
Employee commitment and engagement are key factors to shape a company’s culture. According to the CEO Kent Moyer of WPG, “We want to be perfect, but perfect isn’t good enough”. Striving for excellence is certainly better than just good. However, aiming beyond excellence is what a Gold Standard culture embraces. It is critical to develop a mystique that include both customers’ and employees’ engagement, with passion, pride, integrity, confidence, inspiration, motivation and satisfaction. The goal is to deliver a WOW factor that would leave a lasting footprint on our clients and develop an emotional connection with them.
In order to create a Gold Standard culture in a company, it is crucial to establish a sense of connection with all our most valuable clients. Never say “that is not my job”, but always strive to achieve more. Delivering thoughtfulness and care develops a deep connection with clients as well as creates an environment of trust. Always keep your radar on and antenna up. Be proactive and get to learn more about the clients’ personal life, such as their birthdays, hobbies, daily schedules and social life. This could greatly facilitate the relationship between employees (Executive Protection Agents) and clients. With sufficient knowledge of the client’s background, it is then easier to evaluate any potential harmful & threat situations, as well as anticipate and fulfill their needs. “At 211 degrees, water is hot. At 212 degrees, it boils. And with boiling water, comes steam. And with steam, you can power a train.”* Thinking one degree more of that extra service makes a significant difference in customer service. Such great effort would make our clients feel being cared, respected and well-protected.
Behind the company’s Gold Standard Culture, a well-rounded and productive team of employees is of the utmost importance. WPG selects the best talents by screening candidates’ social media accounts to make sure there are no problems. Criminal and civil background checks, reference checks, drug tests, and also psychological assessments are performed as standard hiring procedures. Successful candidates are then required to complete our Gold Standard Training so that they would be empowered to create unique, memorable and personal experiences for our clients. We offer that training for free 4 times a year to reinforce the importance of this standard.
Providing genuine care and comfort for our clients is our highest mission. We not only ensure their safety, but also strive to build trust and connection with them. We fulfill even their unexpressed wishes and needs because we have to show our clients that no detail is too small to provide excellent service.
For more information call our corporate office at 310-390-6646.