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Education Sessions

The Four Tracks Are:


Grow Your Business

Grow Your Business

Shares innovative ideas to increase your top line revenues, offer new products, invigorate your sales, and build a customer-centric team.
Maximize Your Central Station

Maximize Your Monitoring Center

Zeroes in on next-generation monitoring technologies, services, and management techniques that deliver meaningful services.

Sponsored By:

SUR-GARD Logo
Rethink The Future

Rethink The Future

Gives you the broadcast perspective of what lies ahead and how to prepare yourself for fast-paced, business-changing breakthroughs.

Sponsored By:
Alarm.com Logo
Run Your Company

Run Your Company

Focuses on innovative ways to lead and manage your company, including operations, finance, and customer service.

Sponsored By:

Security Partners Logo

Grow Your Business

Social that Sells: Strategies to Boost Sales and Improve Brand Loyalty
Thursday, June 15, 2017 08:00AM - 09:15AM
For many consumers, social media is the first customer-service resource they check before making a purchasing decision. What are your social channels saying about your company? Social media makes it easier than ever for consumers to have influence over your brand. Are you actively listening, demonstrating solid customer service, building trust and proving expertise? What you are saying — or worse — not saying will affect buying decisions. How can you become more sophisticated in your social media strategy, giving it the power to increase sales? This social media 2.0 session will cover:
• How to optimize your social strategy to increase sales
• The best ways to monitor the customer experience: leveraging the good ones and tactfully resolving the bad ones
• How to use social media as a customer engagement tool and not simply a platform
• Smart ways to measure and adjust social media for a successful outcome
Anne Ferguson photo
Anne Ferguson
Sr. Director, Partner Marketing
Alarm.com
Joseph Mitton photo
Joseph Mitton
Manager of Marketing & Communication at Select Security
Select Security
Video Verification - Can You See Me Now?
Wednesday, June 14, 2017 10:00AM - 11:15AM
Verifying alarms is good for business and for building strong relations with police services. Video verification provides an additional resource that helps operators assess alarm activations more effectively and efficiently before dispatching the police. In addition, it allows dealers and integrators to differentiate themselves from the competition, and to turn video systems into RMR generators. In this session, you’ll learn:
• What video verification is and how it’s different from video investigation
• Why video verification is important to all stakeholders – customer, police and your company
• The top applications that resonate with end users
• How to upsell the end user and generate a higher RMR
How to Build RMR from Commercial Fire Alarm Sales
Thursday, June 15, 2017 08:00AM - 09:15AM
Fire systems are an integral component of life safety and property protection for businesses. Monitoring is essential to fire systems, however, more services are critical to properly meet the code requirements for a well-maintained fire alarm system. In this session, we’ll explore:
• Why you should have a commercial fire alarm business
• What staff you need to sell, install and service fire alarms
• How to properly estimate a commercial fire alarm system
• How to price and sell testing and inspection contracts that create lasting RMR

Don Childers photo
Don Childers
COO
Security Central
Don Childers began working in the electronic security industry in May of 1992. Childers is the current Past President of the North Carolina Electronic Security Association and holds a North Carolina Limited Electrical Contractors license. He is NICET Level IV certified in fire alarms, and a member of the National Fire Protection Association. Childers was honored to receive the 2010 ESA/NTS Instructor of the Year award and served as the Education Chair of the ESX Program Advisory Committee for (5) years. Childers also served as the Chair of ESA’s Installation and Service Professionals (ISP) group, is on the ESA Education Committee as well as on the ESA Standards Fire/Life Safety Committee, and a past member of the IQ Board of Directors. He has also presented educational seminars at many of the industry’s top level tradeshows including ESX, ISC West, ISC East, TechSec Solutions, the CSAA annual meeting and Fall Ops, has been published in many security industry trade magazines and has published several technical pieces.
Childers now serves as the Chief Operating Officer of SMS Integration (formally Smoky Mountain Systems) with branches located in Franklin, NC, Statesville, NC and North Myrtle Beach, SC.
Patrick Cusick photo
Patrick Cusick
Vice President
IQ Life Safety Systems
Joe Siderowicz photo
Joe Siderowicz
President
AfterMarket Consulting Group
Joe started his career with Honeywell Building Services Division as a Service Sales Representative and went on to hold national service marketing positions. At Simplex, he built the fire alarm service sales program and served as VP & GM of the Service Division and VP of Corporate Marketing. Joe started AfterMarket Consulting in 2000 to help fire alarm, sprinkler, and security distributors and manufacturers grow their service revenue. His client list includes over one hundred and fifty independent life safety firms.

He is the author of Service is Not a Product – The Experts Guide to Selling Service Agreements

Joe is a graduate of Temple University and the University of Pennsylvania’s Wharton School of Business.
Market Trends and YOUR Opportunity: Commercial Video Surveillance as a Service (VSaaS) and Video Analytics
Thursday, June 15, 2017 09:30AM - 10:45AM
For many consumers, social media is the first customer-service resource they check before making a purchasing decision. What are your social channels saying about your company? Social media makes it easier than ever for consumers to have influence over your brand. Are you actively listening, demonstrating solid customer service, building trust and proving expertise? What you are saying — or worse — not saying will affect buying decisions. How can you become more sophisticated in your social media strategy, giving it the power to increase sales? This social media 2.0 session will cover:
• How to optimize your social strategy to increase sales
• The best ways to monitor the customer experience: leveraging the good ones and tactfully resolving the bad ones
• How to use social media as a customer engagement tool and not simply a platform
• Smart ways to measure and adjust social media for a successful outcome
Jamie Vos photo
Jamie Vos
Owner
Security Solutions NW
Jamie has been in the security industry for over 20 years. Being second generation he has grown the business using unique technologies while developing a diverse and effective leadership team.
RMR Rate Increase - Why, When and How?
Wednesday, June 14, 2017 10:00AM - 11:15AM
Most alarm companies and integrators are hesitant to raise their monthly subscription fees to their clients, fearing that many will jump ship. In the on-demand economy, where disruptive technologies and go-to-market strategies are beginning to affect the industry, market dynamics that drive consumer RMR pricing perceptions come into play. In this session, you’ll learn:
• Why it’s good business to raise RMR fees
• The best times to raise the rates for commercial or residential customers
• How to manage the process – amount of increase, customer notification and responding to customers that challenge the increase
Getting Video RMR from Residential Customers
Friday, June 16, 2017 09:45AM - 10:45AM
End users are adapting video to monitor their homes for security and lifestyle purposes. Video doorbells and other cloud-based residential video products including names like Ring, NestCam and Canary have attention of consumers. How can the pro-security channel leverage this to remain relevant and enhance residential RMR with a targeted go-to-market video strategy for existing and new prospects? In this session, we will:
• Uncover what homeowner’s really want and what they’re willing to pay for cloud-based services
• Understand the different players in this market and how the pro-security channel can compete
• Strategize your offer for existing and new prospects
• Understand what sales and technical people need to know when selling and supporting these products and services
• Weigh the pros and cons of forming a strategic partnership with a third party
*Smart home ownership data from a 2016 consumer study commissioned by August Home and Xfinity Home.
Success Stories of Referral Programs that Work
Friday, June 16, 2017 11:00AM - 12:00PM
Referrals can be extremely powerful. Prospective new customers are exponentially more apt to buy, when they are referred by a friend. What’s more, new referral clients tend to have higher retention rates. Referral programs are less expensive and resource-intensive — and more organic — than other traditional marketing tactics. When actively managed and measured, referral programs can work for you. Are you struggling to implement or enhance your referral program for better results? In this session, we’ll hear from other integrators and dealers, who will share what’s working in their own referral programs. We’ll uncover:
• How to develop a customer network that sells for you
• The best ways when to ask, how to ask and how to reward your current customers
• The right ways to implement and measure your referral program’s effectiveness to adjust as needed
Mike Dove photo
Mike Dove
Regional Sales Trainer
ADS Security
Sales Supercharging: Finding and Onboarding Sales Talent
Friday, June 16, 2017 11:00AM - 12:00PM
Nowhere is onboarding more important than in sales. Hiring new sales personnel should be a robust process that arms them to ramp up quickly and start contributing to the success of your organization. Choosing the right candidate and rewarding them with a compensation plan that is aligned with the goals and mission of the company is paramount in attracting the right players. In this session, you’ll learn:
• How to determine the right candidate to hire for your company with tips on where to find them
• How to develop an incentive and compensation plan that motivates
• Best practices for onboarding sales talent
• When to let go of underperformers
Paul Boucherle photo
Paul Boucherle
Owner
Matterhorn Consulting. LLC
Lou Sepulveda photo
Lou Sepulveda
President
Lou Sepulveda Consulting
BIO


Lou Sepulveda is a Certified Protection Professional (C.P.P.) certified by the American Society for Industrial Security (ASIS) Washington, DC. Certification # 2441, and has
over 40 years of experience in the security alarm field. Lou owned his own successful security alarm sales, installation and U.L. monitoring business, as well as a full service security guard and patrol company, located in New Orleans.

Experience

1990 Vice President of Sales and Dealer Development for ITI, now Interlogics Security.
1995 ADT Security Services as Director of Sales and Dealer Development.
1999 Senior Vice President Business/Dealer Development for ADT and Tyco
2003 Senior Vice President of Dealer Development Security Associates International (SAI).
2008, Lou Sepulveda Consulting.

2010 General Manager USA Fire & Burglar
2012 VP/GM ASG Security.

Lou is a published author. His books, directed exclusively to the security alarm business, have been widely distributed.

• "The Formula for Selling Alarm Systems", spent several months as the number one selling (non-text book) book for Butterworth-Heinemann Publishing Co.
• “Surviving in the Security Alarm Business” published by Butterworth-Heinemann Publishing,
• “Managing to Sell” Published by Wheat-Mark Publications
• Gerencia de Ventas Effectiva. By Wheat-Mark Publications
• “Selling Security Systems Like A Pro,”
• “How to Manage A Security Sales Organization.”
Learn How to Sell 50% of Your Residential Customers' Door Locks or Doorbells
Friday, June 16, 2017 08:30AM - 09:30AM
More homeowners are aware of and interested in connected products and services that help manage households remotely from mobile devices, such as electronic door locks and door bells. Offering these products without a smart strategy on product selection, installation and service can degrade the customer experience and impact your traditional services. In this session, you will learn:
• How to identify the right products and services for a successful deployment
• The importance of keeping your customers aware of new product and service offerings
• How to upsell your existing customers and potential prospects
• What your sales and technical people need to know when selling and supporting these products and services
Racking Up RMR with Commercial Managed Access Control: An Introduction to Rolling Out the Offering
Thursday, June 15, 2017 04:15PM - 05:30PM
Access control and RMR are not mutually exclusive anymore. Whether hosting it yourself or using a hosted service, access control systems can drive higher levels of RMR for your company and offer a turnkey solution for your customers. How can you decide if this revenue booster is right for your company? In this session, we’ll hear from integrators who have rolled out the solution, providing a roadmap for becoming a managed access solutions provider painlessly and profitably. Get real-world advice and guidance on:
• Diagnosing if this is a viable solution for your company
• Identifying the right market segment to sell managed access systems to and how to charge for it
• Training your sales staff to sell managed access every time
• Leveraging key selling points that resonate with end users
• Building the internal infrastructure that adequately supports managed access

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Maximize Your Monitoring Center

Don't Do it Yourself! - The Value and Benefits of Contract Monitoring Services
Wednesday, June 14, 2017 10:00AM - 11:15AM
Security alarm companies operating their own monitoring center have significant challenges in keeping pace with rapidly changing technology and services in a competitive market. The demands of properly operating a monitoring center are costly in economic and human capital. Outsourcing monitoring has its pros and cons, but in today’s fast-paced world, it is prudent to evaluate contract monitoring service as an alternative solution that leverages the power of technology and delivery of monitoring services. In his session, you’ll learn:
• The 3 top things to consider before outsourcing monitoring
• How it will affect the customer experience
• How to find the right strategic monitoring partner
Advanced Database Management for the Monitoring Center – Unlocking the Power of this Major Asset
Thursday, June 15, 2017 08:00AM - 09:15AM
Data is a company asset to manage and protect. More than ever before, companies are utilizing big data to maximize effectiveness and profitability. Move past the basics and discover best practices for managing data in a fast-paced, evolving and secure environment. How will you use data to take your company to the next level? In this session, you will learn:
• Best practices for data architecture, integrity and security
• How to leverage big data to make intelligent business decisions
Critical Steps to Understand and Combat the Growing Cyber Threats to your Monitoring Center Data
Thursday, June 15, 2017 04:15PM - 05:30PM
Firewalls are a thing of the past. In today’s high-tech world, no self-respecting hacker will let a little firewall get in the way of your company data. By implementing continuous self-monitoring techniques, protect your business and be on top of all the latest cyber threats. In this session, you will learn:
• How to manage internal and external IT security system assessments
• Defense techniques, such as educating your employees about the risks and impact of a data intrusion
• How to overcome the challenges of updating your company SOP to address changes before not after a security breach happens
• How to identify the right resources to support your IT organization and know when to ask for help
Leadership Fundamentals in the Monitoring Center – Boot Camp – Part I
Friday, June 16, 2017 08:30AM - 09:30AM
Effective management is the cornerstone to successful monitoring companies. Factors like, advanced customer expectations, increased contact channels, and the heightened role of performance management and customer service are changing the traditional monitoring center environment. In this three-part session, you’ll learn core principles of managing an evolving monitoring center. The intensive boot camp is geared to provide monitoring center leaders with best practices in resource planning, monitoring center metrics/analysis and performance management. Gain the tools and insights necessary to make a real, lasting bottom-line financial impact.

In this first of three sessions, you’ll learn:
• Best practices for delivering greater efficiency, higher customer satisfaction & loyalty, and strategic advantages back to your organization
• Tips and tricks for ensuring that the natural dynamics and driving forces of the monitoring center are working for, and not against, you
• Actionable insights, formulas, and standards on to best define and measure success in the monitoring center
Justin Robbins photo
Justin Robbins
Content Director
HDI & ICMI
Resource Planning in the Monitoring Center – Leadership Boot Camp, Part 2
Friday, June 16, 2017 09:45AM - 10:45AM
In this session you will learn:
• Guidelines for effective real-time management and recovery
• Best practices for forecasting and scheduling
• Tips for improving the monitoring center’s capacity and process efficiencies
Justin Robbins photo
Justin Robbins
Content Director
HDI & ICMI
Inspiring Operator Performance in the Monitoring Center – Leadership Boot Camp, Part 3
Friday, June 16, 2017 11:00AM - 12:00PM
In this session you will:
• Learn techniques for increasing operator engagement and buy-in
• Strategize impactful operator-level goals, metrics, and objectives
• Develop a framework for more effective coaching and mentoring
Justin Robbins photo
Justin Robbins
Content Director
HDI & ICMI
Monitoring Industry Update: Part 1: ASAP to PSAP: Your Electronic Link to Profitability and Part 2: Checklist Working Session for UL 827 and UL1981
Thursday, June 15, 2017 09:30AM - 10:45AM
Are you ready for the upcoming implementation milestones? This session is strategic planning at its best! In this two-part industry update, we’ll review the latest enhancements to the ASAP to PSAP program. Eight of the top ten largest central station alarm monitoring companies (as ranked by SDM magazine) are all active program partners. Implementing the program has reduced workload and had measurable financial impacts. Throughout the session, a panel of experts will review the details of remaining compliance with the latest versions of UL 827 and 1981. Confirm upgrades to your major infrastructures are in place and that you are ready to take your company to the next level of quality assurance. In this two-part session you will:
• Learn the stages and benefits of the ASAP on-boarding process
• Find out if you have tested your networks and secured your data. Is your UL Checklist up to date?

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Rethink The Future

Getting Video RMR from Residential Customers
Friday, June 16, 2017 09:45AM - 10:45AM
End users are adapting video to monitor their homes for security and lifestyle purposes. Video doorbells and other cloud-based residential video products including names like Ring, NestCam and Canary have attention of consumers. How can the pro-security channel leverage this to remain relevant and enhance residential RMR with a targeted go-to-market video strategy for existing and new prospects? In this session, we will:
• Uncover what homeowner’s really want and what they’re willing to pay for cloud-based services
• Understand the different players in this market and how the pro-security channel can compete
• Strategize your offer for existing and new prospects
• Understand what sales and technical people need to know when selling and supporting these products and services
• Weigh the pros and cons of forming a strategic partnership with a third party
*Smart home ownership data from a 2016 consumer study commissioned by August Home and Xfinity Home.
Sales Supercharging: Finding and Onboarding Sales Talent
Friday, June 16, 2017 11:00AM - 12:00PM
Nowhere is onboarding more important than in sales. Hiring new sales personnel should be a robust process that arms them to ramp up quickly and start contributing to the success of your organization. Choosing the right candidate and rewarding them with a compensation plan that is aligned with the goals and mission of the company is paramount in attracting the right players. In this session, you’ll learn:
• How to determine the right candidate to hire for your company with tips on where to find them
• How to develop an incentive and compensation plan that motivates
• Best practices for onboarding sales talent
• When to let go of underperformers
Paul Boucherle photo
Paul Boucherle
Owner
Matterhorn Consulting. LLC
Lou Sepulveda photo
Lou Sepulveda
President
Lou Sepulveda Consulting
BIO


Lou Sepulveda is a Certified Protection Professional (C.P.P.) certified by the American Society for Industrial Security (ASIS) Washington, DC. Certification # 2441, and has
over 40 years of experience in the security alarm field. Lou owned his own successful security alarm sales, installation and U.L. monitoring business, as well as a full service security guard and patrol company, located in New Orleans.

Experience

1990 Vice President of Sales and Dealer Development for ITI, now Interlogics Security.
1995 ADT Security Services as Director of Sales and Dealer Development.
1999 Senior Vice President Business/Dealer Development for ADT and Tyco
2003 Senior Vice President of Dealer Development Security Associates International (SAI).
2008, Lou Sepulveda Consulting.

2010 General Manager USA Fire & Burglar
2012 VP/GM ASG Security.

Lou is a published author. His books, directed exclusively to the security alarm business, have been widely distributed.

• "The Formula for Selling Alarm Systems", spent several months as the number one selling (non-text book) book for Butterworth-Heinemann Publishing Co.
• “Surviving in the Security Alarm Business” published by Butterworth-Heinemann Publishing,
• “Managing to Sell” Published by Wheat-Mark Publications
• Gerencia de Ventas Effectiva. By Wheat-Mark Publications
• “Selling Security Systems Like A Pro,”
• “How to Manage A Security Sales Organization.”
Must Know Future Trends of the Industry
Thursday, June 15, 2017 08:00AM - 09:15AM
Competition is fierce. Technology is rapidly evolving and consumers are more savvy. Navigating the future is critical for alarm companies and integrators as they update go-to-market strategies and operational playbooks. A look into the horizon shows us that topics such as monitoring, interactive services, IoT and a skilled workforce will dominate the discussion for the next few years. In this session, you will:
• Understand and prepare for industry trends that will affect your business
• Learn how to capitalize on next-gen products and services and how to monetize them
• Uncover potential challenges and threats
• Identify what you must do to stay relevant and on top of your game
PERS, mPERS, the Sandwich Generation and Why it Matters
Friday, June 16, 2017 08:30AM - 09:30AM
Most adults prefer to age in place and Personal Emergency Response Systems (PERS) offer solutions to help family and primary care givers extend aging in place for adults as long as possible. However, this is more than the traditional “I’ve fallen and can’t get up” opportunity we’ve grown to expect. Mobile PERS (mPERS) has opened up the market, allowing us to GPS track an individual — meaning keeping up with children, lone workers and creating a vast more sophisticated telehealth opportunity. In this session, you’ll learn:
• The differences between PERS and mPERS and what the target market really is
• The true buyer of the products and services
• How monitoring PERS and mPERS differ from traditional security monitoring
• What are the main factors that contribute to profitability
CounterPoint of the Day: Should You Sell Your Company?
Friday, June 16, 2017 09:45AM - 10:45AM
Owners contemplate selling their companies for various reasons. It could be that the next opportunity is more compelling, retirement is just around the corner, there is not a viable succession plan, or the risk/reward factor is less attractive in the future. However, there are persuasive reasons to remain in the electronic security business that will point to a bright future. You’ll hear from owners and experts who have been there, done that, from both side of the aisle. In this session, you will learn:
• The top internal and external factors that will influence your decision to consider before you sell your company
• The valuation trends that shape the multiples: level of RMR, the types of recurring services, and rising interest rate
• The tax implications that you need to consider
CounterPoint of Day: Cable Service Companies Are Here to Stay - What Impact Are They Having on the Industry?
Thursday, June 15, 2017 09:30AM - 10:45AM
Cable operators and Telecom companies are gaining market share. By all indications, market acceptance by consumers seems to be accelerating at a rapid rate for these providers, especially for security and smart home solutions. How will they expand their influence on go-to-market strategies, technologies, services and the industry? Who do they see as major competitors in the near and longer term?
In this session, we will explore:
• What impact are these companies’ having on the industry and what can be learned from it?
• How will their gains impact your company in the short and long term?
• What are the biggest challenges they face when competing in the marketplace?
CounterPoint of the Day: DIY Security - Passing Fad or a Real Opportunity?
Wednesday, June 14, 2017 10:00AM - 11:15AM
New technologies and services are disrupting the market, making self-installed systems more attractive to consumers. For many pure DIY security companies, a truck roll is used only as a shipping method and not as an installation or service means. In this session, we’ll explore the risks, myths and benefits that come with offering DIY security:
• The pros and cons of starting a DIY security business
• Who is the target customer and how do you market to them?
• What are the risks and expenses in developing the DIY channel?
The Future Buying Habits of the NextGen Security User
Thursday, June 15, 2017 04:15PM - 05:30PM
Companies will be fiercely competing for a share of the Millennial’s wallet. Millennials are brand loyal. They are wired for content-driven, honest experiences and they have some purchasing preferences you’re going to like. An analysis recently released by car-buying platform, Edmunds, revealed Millennials prefer to acquire, not buy. In the automotive industry, this demographic prefers to lease more luxurious tech-forward cars than they could otherwise afford to buy. What does this mean for us? Think RMR. How can you best prepare yourself for your new target audience?
• How Millennials shop and gather information about brands, products and services
• How to turn Millennials into loyal customers by actively engaging them
• What are the security and lifestyle product and services that resonate with them
• What the new RMR model looks like and how it will benefit your company

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Run Your Company

Five Tips for Managing Millennials
Friday, June 16, 2017 11:00AM - 12:00PM
It’s official. Millennials have surpassed Baby Boomers as America’s largest living generation. If you can manage to tap into this talent pool (which is massive), you’ll have a serious competitive edge. They learn differently. They are incentivized differently. They are attracted to employers differently. Embracing the new working class will reap a multitude of benefits when you learn the right ways to inspire and motivate them. In this session, we’ll cover:
• How they tend to view careers, decision-making and feedback
• What really motivates them in their job and in life
• How give-back campaigns attract them to your organization
Jamie Vos photo
Jamie Vos
Owner
Security Solutions NW
Jamie has been in the security industry for over 20 years. Being second generation he has grown the business using unique technologies while developing a diverse and effective leadership team.
Leading Change for Any Size Business – Boot Camp Part 1
Thursday, June 15, 2017 08:00AM - 09:15AM
They say, “the more things change, the more things stay the same.” And it’s true. According to Gallup research, more than 70% of change initiatives fail — but they don’t have to. As you fight to evolve in this rapidly changing market you’ll need to implement change initiatives, and this intensive two-part boot camp will help you.

Every business, regardless of size, passes through the same lifecycle stages. Join us, as we walk through each stage, uncovering the inherent challenges and opportunities they bring. Gain exposure to successful programs created by other business leaders who have facilitated the organizational changes and company-wide buy-in that is needed to survive each transition. At the end of this session, you will be able to:
• Identify the lifecycle stages every company faces
• Explain the challenges facing companies within your stage
• Identify the change needed in your organization
• Identify why most company’s change initiatives fail
Steve Firestone photo
Steve Firestone
Select Security
Mr. Steve Firestone has more than 35 years of “C-suite” experience leading revenue and profitability initiatives on behalf of corporate clients and former employers.

Mr. Firestone serves as the President at Select Security, one of the fastest growing security companies in the country. Under his leadership, Select Security launched several enterprise-wide software solutions, infrastructure upgrades, reorganization of the corporate structure, and a transformation of the company’s culture, while continuing to achieve rapid expansion and organic growth. Mr. Firestone also led initiatives including the formation of Select Security’s core values and focus on being a Compelling Place to Work, Shop, and Invest.

Previously, Mr. Firestone led the development of the strategic and business plans for several technology startups as the founder of his own consultancy, The Firestone Group. Mr. Firestone also led the corporate consulting practice for Wasserman Media Group, served as the senior marketing executive at Office Depot, and was CMO and EVP of Sales at the security services startup subsidiary of Entergy Corporation. Entergy Security completed 38 acquisitions in 18 months and became the fourth largest security dealer during that period.

Firestone serves on several industry association Boards of Directors and has been active in community and philanthropic organizations.
Leading Change for Any Size Business – Boot Camp Part 2
Thursday, June 15, 2017 09:30AM - 10:45AM
As we embark on the next phase of this two-part session, (see Part 1 for more details), we build upon the informational an assessment stages made foundational in the first segment. At the end of this session, you will be able to:
• Create and implement a plan for organizational change, including:
o Identifying team members vital to deploying the change initiative
o Establishing systematic processes for reinforcing the initiative
o Measurement practices to ensure the change is driving the desired impact
• Overcome the ‘sacred cows’ that are holding you back as you generate organizational buy-in
Steve Firestone photo
Steve Firestone
Select Security
Mr. Steve Firestone has more than 35 years of “C-suite” experience leading revenue and profitability initiatives on behalf of corporate clients and former employers.

Mr. Firestone serves as the President at Select Security, one of the fastest growing security companies in the country. Under his leadership, Select Security launched several enterprise-wide software solutions, infrastructure upgrades, reorganization of the corporate structure, and a transformation of the company’s culture, while continuing to achieve rapid expansion and organic growth. Mr. Firestone also led initiatives including the formation of Select Security’s core values and focus on being a Compelling Place to Work, Shop, and Invest.

Previously, Mr. Firestone led the development of the strategic and business plans for several technology startups as the founder of his own consultancy, The Firestone Group. Mr. Firestone also led the corporate consulting practice for Wasserman Media Group, served as the senior marketing executive at Office Depot, and was CMO and EVP of Sales at the security services startup subsidiary of Entergy Corporation. Entergy Security completed 38 acquisitions in 18 months and became the fourth largest security dealer during that period.

Firestone serves on several industry association Boards of Directors and has been active in community and philanthropic organizations.
Creating Your Business Metrics Dashboard: Metrics Boot Camp - Part 2
Friday, June 16, 2017 09:45AM - 10:45AM
You likely have a lot of metrics at your disposal: marketing performance, sales numbers, attrition rates, call volumes, service levels, financials — the list goes on. What does the right business metrics dashboard look like for a successful security integrator or dealer? Having the right industry metrics and Key Performance Indicators (KPIs) will arm you with powerful tools that will help your business achieve operational excellence. Instead of guessing at success, this segment of the Metrics Boot Camp will help you develop the discipline and knowledge to give you the insight of knowing whether you are tracking for operational success or less-than-desirable results. In this session, you’ll learn how to:
• Develop industry and non-industry KPIs essential for running your business
• Acquire knowledge to assess and track attrition
• Understand the importance of RMR creation costs and how to measure them
• Harness the power of cash flow forecasting to control your business
John Colehower photo
John Colehower
Managing Director
Mergers & Acquisitions, LLC
John Colehower is the principal of Mergers & Acquisitions L.L.C., a consulting firm specializing in the security industry. The firm is engaged in finding, negotiating and structuring mergers, acquisitions and financings of security and systems integration companies. The firm also provides management consulting, business appraisals and valuations.

Prior to starting Mergers & Acquisitions, Mr. Colehower was the co-founder and Executive Vice President of Matrix Security, where he directed its acquisitions program. Headquartered in Turnersville, NJ, Matrix completed over 50 acquisitions and operated twelve satellite offices in the mid-Atlantic Region between New York and North Carolina. At the time of its sale, Matrix monitored approximately 37,000 alarm customers, generated over One Million Dollars in Recurring Monthly Revenue and was ranked as Number 27 on the SDM 100 List.

Before starting Matrix, Mr. Colehower co-founded and directed acquisitions for United Security Systems. Headquartered in Lawrenceville, NJ, United Security completed over 50 acquisitions. At the time of its sale, United and its affiliates were ranked by the SDM 100 as the 16th largest security company in the United States.

Prior to his entry into the security industry, Mr. Colehower practiced law as an attorney with the Philadelphia law firm of Saul Ewing where he concentrated in municipal finance, business and real estate law. Over the last 25 years, Mr. Colehower has continually served as an Adjunct Professor of Law at Temple University’s Beasley School of Law in Philadelphia, Pennsylvania. He has also served as an Adjunct Professor of Law and a Lecturer in Law with the University of Pennsylvania and Rutgers University Law Schools.

Mr. Colehower is a frequent speaker on security industry acquisitions and financings, including: the Barnes Buchanan Conference in Palm Beach FL; Honeywell Security Conventions; GE and Interlogix Dealer Meetings; NYC ASIS; and various state Electronic Security Association meetings. He is a frequent participant of meetings of the Central Station Alarm Association, the Electronic Security Association, the International Security Conference and the Electronic Security Expo. Mr. Colehower also served on the President’s Counsel for Honeywell Security’s First Alert Professional Program and was a member of GE Security’s Dealer Advisory Council.
Jim Lee photo
Jim Lee
Astute Financial Consulting, LLC
Jim Lee is founder and president of Astute Financial Consulting, a financial consulting firm and an authorized reseller of SedonaOffice and Vivid Reports software. He worked in public accounting before moving into the security industry as CFO of a national operator where he was involved in many financing and acquisition transactions. Over the years he has had the opportunity to serve as GM of a regional alarm company, manage a finance company, and develop business management software. He enjoys outdoor activities and is particularly fond of his grandchildren, their parents, their aunts and uncles and their grandmother Sheila.
Three Mistakes in Measuring the Customer Experience and Why Customer Engagement Matters
Friday, June 16, 2017 09:45AM - 10:45AM
The customer experience is how your customer perceives your brand — an emotional connection — not something you can control. However, you can help shape the customer experience into a positive one through strategic engagements. When your company provides an exceptional customer experience and fosters great customer engagement, your clients become raving advocates and loyal customers. You create a sticker client that then drives higher retention. In a marketplace with rising competitive pressures, this topic becomes a vital one. In this session, you’ll learn:
• The top misconceptions when measuring the customer experience and why traditional customer service is an individual effort
• The right way to collect feedback and measure the customer experience
• How to define your own intended customer experience and keep it consistent throughout all your customer touch points
• How next-gen products and cloud-based monitoring services can help you transform your engagement and increase value
Michael Jagger photo
Michael Jagger
Provident Security Corp.
Mike founded Provident Security Corp. in 1996 using a $500 Mastercard. Provident has since grown to become Vancouver’s largest full-service security firm while remaining completely independent. Provident provides integrated system design, installation, service and monitoring. Most importantly, Provident offers North America’s only guaranteed five minute alarm response time. When a client alarm trips, Provident guarantees to be at the door within five minutes, 24 hours a day.

In 2001, at age 26, Mike was recognized by Business in Vancouver magazine as the youngest ever recipient of their 40 under 40 award. Provident has been recognized three times as one of the 25 Best Places to Work by BC Business Magazine as well as 'Installer of the Year' by Security Sales & Integration Magazine.

Provident has been featured in more than 700 media stories including the New York Times, USA Today, the Globe & Mail, National Post and Fortune Magazine.

Provident has offices in both Vancouver and Whistler, British Columbia.
Electronic Security Litigation: The Top Three Things That Result in a Lawsuit
Thursday, June 15, 2017 04:16PM - 05:30PM
Lawsuits are serious business that require time, energy and money. They can be devastating to a security company’s reputation. Missteps in managing controllable risks factors, such as not having appropriate insurance coverage, valid contract language, and proper business and industry practices, can lead to a path of defensive and stressful litigation. In this session, you’ll uncover:
• The top causes of lawsuits for the security industry
• The importance of having valid and signed contracts with the right legal language
• Why removing certain contract clauses can be devastating
• The best ways to mitigate manageable risk
Timothy Pastore photo
Timothy Pastore
Attorney
Duval & Stachenfeld LLP
Eliminating Go Backs in Three Easy Steps
Thursday, June 15, 2017 04:15PM - 05:30PM
Although higher labor costs are a significant factor in go-backs, other “opportunity costs” play an enormous part in reducing overall revenues, customer service satisfaction and profitability. With escalating truck-roll and customer service costs, it’s imperative for security companies to understand the true cost of field and customer service calls. In this session, we’ll cover:
• How to define a go back, including financial implications
• What the top causes of go backs are
• How to track go backs and implement a strategy to reduce them
• The role of technical training in reducing go backs
Robert Grove photo
Robert Grove
Director of Field Operations and Training
Select Security
Robert Grove, Director of Field Operations and Training with Select Security is a recognized leader in the security industry. Possessing extensive knowledge and experience with intrusion, fire alarms, and remote monitoring, he has also been charged with supervising Select University, Select Security’s company training initiative for customers and internal personnel. Robert has proved his expertise in a multitude of specialties including VMS solutions, VSaaS, and Managed Access, placing him in an invaluable position to the company.

Robert joined Select Security in 2000 and since has been fearless in his mission to maintain a solutions-based attitude, encouraging his team to take ownership of their work as a means of implementing the change they desire. Numerous OEM certifications and personal experience performing the job functions of those he supervises has qualified Robert to consult with trade schools on how to better prepare their graduates for the real world application of their educations.
Deborah White photo
Deborah White
Installation Manager
Wayne Alarm Systems, Inc.
How Do I Run My Service Department
Thursday, June 15, 2017 09:30AM - 10:45AM
Delivering top-notch customer service profitably should not be an oxymoron. It’s an opportunity to make good on your brand promise with your friendliest, most well-trained and helpful people. The key is to understand your role as manager and how you balance the expectations of serving your customer base and financial goals of the organization. In this session, you’ll learn:
• How to routinely assess your service effectiveness
• Hard and soft skills vital to service training
• Customer service tips that lead to referrals, retention and results
• How to route service techs effectively to produce happier employees and customers
Robert Grove photo
Robert Grove
Director of Field Operations and Training
Select Security
Robert Grove, Director of Field Operations and Training with Select Security is a recognized leader in the security industry. Possessing extensive knowledge and experience with intrusion, fire alarms, and remote monitoring, he has also been charged with supervising Select University, Select Security’s company training initiative for customers and internal personnel. Robert has proved his expertise in a multitude of specialties including VMS solutions, VSaaS, and Managed Access, placing him in an invaluable position to the company.

Robert joined Select Security in 2000 and since has been fearless in his mission to maintain a solutions-based attitude, encouraging his team to take ownership of their work as a means of implementing the change they desire. Numerous OEM certifications and personal experience performing the job functions of those he supervises has qualified Robert to consult with trade schools on how to better prepare their graduates for the real world application of their educations.
Raising the Talent Bar: Your Guide to Finding Qualified Employees
Wednesday, June 14, 2017 10:00AM - 11:15AM
Looking for talent is a 24/7 job. Recruiting people when you have positions open narrows the search for finding qualified candidates. The smartest employers, who hire the best people, recruit pre-qualified employees from a pool of potential employees before they need to fill a job. In this session, you will learn:
• Why you must understand the requirements of the job before hiring
• How to market your company to attract the best employees
• The best recruiting sources for the industry that yield results
Financial Fundamentals for Security Companies: Metrics Boot Camp - Part 1
Friday, June 16, 2017 08:30AM - 09:30AM
It’s all in the numbers. As a business owner or executive, there are certain numbers you need to watch to monitor the health of your business. This intensive two-part metrics boot camp will run you through which numbers you need to keep your eyes on and how to interpret them. Many entrepreneurs, owners and executives are not proficient in interpreting numbers from financial statements. Understanding what your financial statements are telling you, is critical to properly running your business. With a solid financial foundation, you can wisely grow your revenues and improve your bottom line results. In this session, you’ll learn how to:
• Develop and understand the three basic financial statements
• Map how each statement is contributing to your growth plans and profitability
• Comprehend the importance of Work-in Progress (WIP), deferred revenue and other industry financial methodologies
John Colehower photo
John Colehower
Managing Director
Mergers & Acquisitions, LLC
John Colehower is the principal of Mergers & Acquisitions L.L.C., a consulting firm specializing in the security industry. The firm is engaged in finding, negotiating and structuring mergers, acquisitions and financings of security and systems integration companies. The firm also provides management consulting, business appraisals and valuations.

Prior to starting Mergers & Acquisitions, Mr. Colehower was the co-founder and Executive Vice President of Matrix Security, where he directed its acquisitions program. Headquartered in Turnersville, NJ, Matrix completed over 50 acquisitions and operated twelve satellite offices in the mid-Atlantic Region between New York and North Carolina. At the time of its sale, Matrix monitored approximately 37,000 alarm customers, generated over One Million Dollars in Recurring Monthly Revenue and was ranked as Number 27 on the SDM 100 List.

Before starting Matrix, Mr. Colehower co-founded and directed acquisitions for United Security Systems. Headquartered in Lawrenceville, NJ, United Security completed over 50 acquisitions. At the time of its sale, United and its affiliates were ranked by the SDM 100 as the 16th largest security company in the United States.

Prior to his entry into the security industry, Mr. Colehower practiced law as an attorney with the Philadelphia law firm of Saul Ewing where he concentrated in municipal finance, business and real estate law. Over the last 25 years, Mr. Colehower has continually served as an Adjunct Professor of Law at Temple University’s Beasley School of Law in Philadelphia, Pennsylvania. He has also served as an Adjunct Professor of Law and a Lecturer in Law with the University of Pennsylvania and Rutgers University Law Schools.

Mr. Colehower is a frequent speaker on security industry acquisitions and financings, including: the Barnes Buchanan Conference in Palm Beach FL; Honeywell Security Conventions; GE and Interlogix Dealer Meetings; NYC ASIS; and various state Electronic Security Association meetings. He is a frequent participant of meetings of the Central Station Alarm Association, the Electronic Security Association, the International Security Conference and the Electronic Security Expo. Mr. Colehower also served on the President’s Counsel for Honeywell Security’s First Alert Professional Program and was a member of GE Security’s Dealer Advisory Council.
Jim Lee photo
Jim Lee
Astute Financial Consulting, LLC
Jim Lee is founder and president of Astute Financial Consulting, a financial consulting firm and an authorized reseller of SedonaOffice and Vivid Reports software. He worked in public accounting before moving into the security industry as CFO of a national operator where he was involved in many financing and acquisition transactions. Over the years he has had the opportunity to serve as GM of a regional alarm company, manage a finance company, and develop business management software. He enjoys outdoor activities and is particularly fond of his grandchildren, their parents, their aunts and uncles and their grandmother Sheila.
Essentials for Engaging Employees: Are you Promoting the Right People?
Friday, June 16, 2017 08:30AM - 09:30AM
People don’t leave bad companies. They leave bad managers. Engaged employees, who work with passion and feel a strong connection with the organization, are loyal ambassadors who drive profits and grow your customer base. Making poor choices when choosing managers can be detrimental to fostering a culture that promotes an environment of engaged employees. In this session, we’ll explore:
• Why creating a culture that fosters employee engagement is great for business
• The three types of employees in your company (only one is good)
• The practical ideas to raise employee engagement (you don’t need to indulge them)
• A promotion check-list, demonstrated skill-sets that are a must for managers
Five Proven Methods to Battle Attrition
Friday, June 16, 2017 11:00AM - 12:00PM
Attrition is manageable. But, you can’t fight what you don’t know. Do you know your current gross and net attrition rates? What are the primary causes for customers leaving you? Popular reasons, include: moving, loss to competition, poor service, nonpayment, non-use of the system and more. This session will help you identify your attrition data and analyze it. We’ll walk through five proven methods for battling common attrition factors. In this session, you will uncover:
• How to collect attrition data and analyze it
• The top reasons why your clients leave you
• What the industry average is and how your company compares
• Proven methods that drive down attrition

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