GardaWorld’s Edmonton branch ended 2021 on a celebratory note when they were honored with the Building Owners and Managers Association (BOMA) National Pinnacle Award for Service Above and Beyond. The award highlights the increasing importance of our new Crime Prevention Through Customer Service (CPTCS) model—an approach that is transforming the way frontline security service is delivered.

“We do not consider the GardaWorld Security team as third-party contractors; they are part of the Bonnie Doon team, family and culture,” says Tammy Abbott, General Manager of Bonnie Doon Mall. “This security team should be recognized for their excellence and for always going above and beyond. We truly believe this is one of the strongest teams we have ever had in the history of the shopping centre”.

Scott Young – Vice President, Prairie Region (far left), Katherine Podolas – Director of Operations (third from right), and Brad Joly – Operations Manager (far right) are seen here celebrating the Pinnacle Award with the talented Bonnie Doon Security Team. [Photo taken July 2021 during a period of lifted COVID-19 restrictions.]

 

Continued pandemic restrictions resulted in a virtually hosted awards event, but the team was still excited to know that their investment in building a strong security culture was making a difference for a key partner in Edmonton. They continue to raise the bar on GardaWorld’s new approach to retail security.

 

What is the Crime Prevention Through Customer Service (CPTCS) model?

As society attempted to adjust to a new normal amid the pandemic, customer service and guest experiences became even more important. Employers wanted employees back at work, retailers wanted customers to return to brick-and-mortar locations, airports wanted to see air travel ramp up, and special-event organizers longed to see packed crowds once again.

We recognized that these sectors were facing hesitancy from the public after lengthy periods of restrictions, leading us to develop a new crime-prevention model.

Close relationships between Morguard (the property management company), GardaWorld, and the Edmonton Police Service made Bonnie Doon Mall the ideal location for a pilot project of this new model, which has come to be known as Crime Prevention Through Customer Service.

 

How does CPTCS work?

This innovative program combines the key elements of the Enterprise Security Risk Management model, with the key elements of Customer Service Excellence. CPTCS principles guide everyone from our senior leadership team members to our newest security guards. When one of our security teams following this model is engaged and present in the community, it results in measurable improvement in guest service levels, in addition to increased safety and security.

The BOMA Pinnacle Award shows how local teams trained in this methodology can quickly adapt to a new way of operating, and exceed expected service levels. Bonnie Doon’s Security Team put this formalized training into practice and transformed the way they interact with all visitors, including the most vulnerable and marginalized. This has left a lasting impression on the Bonnie Doon management team and the community.

 

Building on our history of success

We have won this prestigious BOMA Pinnacle Award numerous times over the years. In 2010, we received the BOMA Pinnacle Award for Above and Beyond the Call of Duty, and we also won a National Pinnacle Award for Above and Beyond the Call of Duty for our response during the 2013 floods in Calgary and Southern Alberta. In 2019, we were recognized with two additional BOMA awards.

 

To the GardaWorld Edmonton team: Thank you and congratulations

GardaWorld Edmonton has built a strong security culture and made a real difference in the community, and for that, the entire GardaWorld team extends our congratulations. Our Edmonton branch team members are true service ambassadors, living out our corporate values. Thank you for applying the CPTCS model to deliver excellent service to our clients each day, and bravely responding quickly when on-site emergencies occur. We thank all our security professionals who demonstrate such dedication to keeping our local communities safe.

To learn more about our Crime Prevention Through Customer Service model and how your business can benefit from it, contact us today.