Una Riley our USA correspondent reflects upon her time as the first woman owner manager of a systems security company; and the people she was privileged to work with.
We are in the business of crisis management, risk, and continuity …but there are some things we cannot prepare for or avoid. I have had cause to reflect on my time starting my security company and the people and experiences on the way. When I established Euro Alarms Ltd in 1985 it was deemed a very different type of company from the start. Firstly, at that time it was the only systems company wholly owned by a woman .… something my engineers had to deal with daily at the beginning. They had a lot to contend with from other trades when they arrived on site to first fix, dressed in black and white uniform, wearing ID, and looking very different … they were christened the ‘A’ team by other people on site. It was mostly banter that was manageable but on a couple of occasions it was a close-call! We had some interesting situations to cope with … society wasn’t as politically correct back then! Women were not welcomed as business owners in a man’s world in quite the same way as they are today.
In 1985, the National installation companies, such as ‘Modern Alarms, were considered the representatives of the private security industry. They dominated IFSEC, with their huge stands and hospitality floors. NSCIA (now NSI) and the BSIA were the main organisations in the systems sector and were mostly populated by the larger companies. However, the electronic sector was still considered a young industry and just starting to move from old key panels to micro-processor panels; CCTV was still analogue … the digital revolution had not begun. The industry had not yet started down the quality route either … so the status quo at that time was for ‘alarm installation engineers’ to be at the bottom of the pile in the hierarchy. I heard them referred to as the ‘oily rags’ of the industry, mostly because they were sub-contracted labour and were considered to be dis-engaged from the installation process … even though they were the ones doing the installation? I did not think they were treated well enough at the time. The industry hierarchy was pyramid in format with the sales guys (I was not aware of a female sales-systems designer in 1985) at the top. In the middle of the pyramid was the ‘maintenance engineer’ who was usually employed and not sub-contracted. At the base was the actual installation engineer, who as mentioned was most times sub-contracted labour. I am reflecting on the structure and history because when I started, Euro Alarms I wanted the engineers to be elevated to the top of the organisation. Our engineers were called EEs (Executive Engineers) from the start. I wanted them to be respected and I wanted the EEs to be able to communicate with the client directly in a very professional and business-like manner. In our company the mantra was ‘Client is King’. Everyone in Euro Alarms (including me) was there to facilitate the EEs to do their job. It may not sound that radical now but back then it was. We created what we called the ‘quality loop’. The EEs perfumed surveys and designed the systems. If we secured the job that EE would install the system and maintain it through its lifecycle. They had complete ownership of the project from start to finish. Originally, there was not an all-encompassing NSI Gold accreditation. Each of the scopes were separate and had to be accredited separately. Euro was accredited to access, CCTV, and intruder. I trained my EEs in each of the disciplines and we travelled to where the work was. Back then the industry was split into either parochial, small one man establishments that covered just their own local area … or small companies like Euro that could compete with the national companies (before globalisation) in this country for blue chip clients. Euro Alarms Ltd was one of those companies. We had all the same tools in the box as the large national companies which enabled us to compete at the same level. We were one of the top ten companies to attain BS:5750 (now ISO 9001) from NACOSS (now NSI). In fact we were being inspected by NACOSS and NACOSS were being inspected by UKAS to attain their accreditation. We were also the first company in the systems sector to attain IiP (Investors in People) in 1991 with SHE (Safety, Health and Environment) accreditation Det Norse Veritas then.
At Euro, we had long-term employees in the operations team and the technical team. My employees were like family to me. You might wonder why I am talking about Euro? I am trying to paint a picture of a small company that was once highly regarded due to its quality and most of all its people. I want to convey how special the people at Euro were, not only to me, but the people we served. It was that Euro ethos that remained with my colleagues when I closed the doors in 2007 and we all went our separate ways. The EEs were exceptional and the operations personnel were the best. After 2007, although my staff had moved on, former EEs kept in touch, from Australia to the UK, but none as much as David Kidd. This is where the story begins. I attended the funeral recently of David, whose untimely departure at the age of 48 was a shock to us all, even though after the diagnosis his courage belied the seriousness of his condition. When David left Euro, he went on to start his own company, Kidd Security. When he started, I tried to help him by introducing him to various clients from commercial to domestic. One such client is Richard Monk; former Metropolitan Police Commander and former member of Her Majesty’s Inspectorate of Constabulary and a founder member of the WCoSP, Worshipful Company of Security Professionals. On learning of David’s passing Richard said: “From our first meeting, he became a warm family friend. Immensely likeable and willing, he would travel hundreds of miles to fulfil a simple commitment and from the moment of his diagnosis he astonished with his courageous and uncomplaining manner. I have yet to meet his like.” That was the way David had always worked; the client was king.
Fellowship
When we started the WCoSP one of the primary principles was ‘fellowship’. I want to report that within the security profession I have experienced ‘fellowship’ in the academic sense of the word; but I have now witnessed it in action. When David passed I immediately took over the running of the day to day business on behalf of his wife; I have not worked within the systems sector since 2007 and most of my contacts have retired! I used to know everyone and could just pick up the phone and solution provide in relation to any issue; it is different now, I don’t have the same connections. This is where the true fellowship began. I had the occasion to contact HIKVision regarding a recent installation by David. I never used the product and did not have any contacts. I rang Norbain (who were great) and asked if I could talk to someone in technical for HIKVision. I was informed that only the sales team were available. I then explained my dilemma. I asked if Mark Buckland still worked at Norbain; the person I spoke to said. “No, he no longer works here…he works for HIK”! I couldn’t believe the coincidence. I immediately rang Mark and explained the problem and he arranged for the solution. I then had another pending issue that day; kit was being delivered to site but instead of arriving in Hertfordshire, it was on its way to Hereford! I had one of my former EEs, Ron Marriott traveling from the West Country to help me out in Hemel Hempstead; with no kit on site. I rang Enterprise in Bedford who we used to buy from. I asked for the manager and started to plead with the person at the end of the line. He asked if he was speaking to Una Riley? Surprised, I replied:“Yes, who is this?” He replied: “It’s Neil (Hitchcock) from Pyronix.”
Having known Julie Kenny and Neil when I owned Euro it was great to hear a familiar voice. He explained he was now director of the Bedford branch. I told him I needed kit on site now and he explained that all the vans had gone out with deliveries for the day! I then enlightened him about David Kidd and within a couple of hours the kit was with Ron Marriott. The irony is that all the problems that occurred with taking over the business that day and since have been sorted out by the same kindness and consideration for a fellow security professional. I must say that the biggest gesture is by Sean Goodman from Acctive Systems. I wanted to sell the business on behalf of David’s wife but the company was not geared to sell; David was still building it. Sean has stepped in; Goodman by name and good man by nature. The way the people involved have rallied around has been amazing not only in the world of security but clients as well. Many clients were at the funeral to pay respects and Interserve (David’s largest account) have been marvellous.
Nigel Churchman, Interserve Site Services said: “David has been involved with us at Interserve Site Services for nearly a decade now and I have worked with him for the last six years. He was more of a work colleague and dare I say friend. His amiable personality and his willingness to go the extra mile came as a refreshing change to those of us who are used to dealing with absolutes, bottom lines and deadlines. Although some of us knew he was ill, his death still came as a shock to all of us at Site Services. It is a testament to David that in what us traditionally the macho world of construction his passing has left those of us that knew him with an empty feeling.” The fellowship in an hour of need has been outstanding. Another of David’s newer clients that I met at the funeral was Steve Cook FBIFM, FCABE Director, Facilities Management at the British Arab Commercial Bank. Steve said: “David was a true ‘professional’ in every aspect of the word. He never failed to meet a deadline. He was also a ‘gentleman’.”
There were so many people with genuine good things to say about him that it would take a book to convey. Ron Marriott former director of Euro and who worked with David for almost 20 years said: “He was Euro through and through; he went the extra mile. He will be sorely missed.”
Steve Neville, Chairman, Cornerstone Security Systems, said: “To me, Dave Kidd represented the very best of how a professional security engineer should be. He was a polite, young, talented engineer when I met him and he quickly showed a flair for customer care. Not just in a courteous way but in a concerned way that went way beyond his remit and his years. Clients liked him because of his simple, good natured attitude coupled with his ability to identify and fix a problem. There was never a drama – only a resolution – and he was skilled in resolving problems. He was thoughtful; he would carefully consider every installation from start to finish and talk it through with the client and his colleagues and identify and agree any issues that may occur. That way there were very few surprises to management or clients. Dave became a friend who left us far too early. He spoke about his illness with an openness and with a courage that is rarely seen or displayed. As was his way, he went quietly and peacefully. No fuss – no goodbye. Our profession has lost a great ambassador and I have lost a great friend and colleague.”
Pictured: left to right, Steve Cook, Dave Kidd and Steve Neville.
