Commercial Integrator + Security Sales Jan/Feb 2024 - 36

TECH TALK by Bob Dolph
No RMR? Are You Serious?
MANY YEARS AGO, I took a close look
at becoming an alarm dealer. I could not
believe my eyes.
You had to provide a product and service,
just like many other service companies do -
but there was one big diff erence.
I would provide the alarm system and have
it monitored remotely by a thirdparty
company for a nice markup. And here's
the kicker: A public service, such as fi re and
police, would provide the response service to
my customers' alarms!
In the meantime, I would continue to collect
recurring monthly revenue (RMR) for my
monitoring services. What a deal!
When I recently saw some of the statistics
about alarm companies not taking advantage
of monitoring and other services, I thought
about tennis. Yes, tennis.
Some of you who follow professional tennis
might remember tennis star John McEnroe.
He would oſt en confront the judges on questionable
line calls, and his famous comment to
the judge was, " You cannot be serious! "
NAPCO
Exploring Survey Data
Looking back at some SSI survey data on RMR, I
felt the same way when I saw alarm companies not providing any
RMR services. A recent 2023 survey found that 22% of residential
customers provide no RMR. When I saw this, I could only respond
with John McEnroe's exclamation: " You cannot be serious! "
Additionally, the survey pointed out the average dealer RMR
is $257,576 for residential accounts and $393,939 for commercial
accounts. It's simple: If you do not have an RMR program, you're
missing the boat big time.
I hope to use the rest of this article to take a closer look at the
many RMR opportunities available to today's diversifi ed alarm
dealer. Even small dealers have many opportunities to grow in
this high-tech market.
Exploring RMR Opportunities
Burglary is an obvious choice for 24-hour alarm monitoring. DIY
smartphone monitoring has many pitfalls when it comes to dispatch
speed and accuracy. Wherever you look today, companies
are selling warranties and maintenance services. Why not you?
Fire and life safety monitoring should be a no-brainer.
Firefi ghters always say the fi rst fi ve minutes of a fi re are the most
TOOL OF THE MONTH
In keeping with our theme of
increasing services for increased
RMR, I have selected the Prima
Smart All-in-One-System from
NAPCO. They promote a fi veminute
installation.
The 7-inch Prima Super
Panel for security/fi re/video/
automation features a fi ve-step
account wizard, onscreen how-to
tutorials for sensor placement,
etc., and one-button " Go-Live "
central station connect.
Help decrease costly truck rolls.
Smart self-healing Wi-Fi video and
doorbells with AI keep actively
fi xing any connectivity issues
for you, all behind the scenes.
critical. Explain to your sales prospects and
customers how critical, fast and accurate
professional monitoring is.
Alarm Systems as a Service (ASaaS). Customers
oſt en do not like to purchase products
outright. Paying for a service call and equipment
repair can be unpredictable. These days,
many like predictable monthly fees for their
equipment, maintenance and monitoring.
Personal Emergency Response Systems
(PERS) represent a great opportunity to get
RMR with little installation and equipment
cost. Again, professional monitoring should be
an easy sale to close. When you install a burglar
alarm and fi re system, do you ever inform
the new customer that you also provide PERS?
Remember, they have parents. Make it part of
your RMR checklist. You should also consider
PERS programs focused on aging in place.
Water Leak Monitoring should be high on
your list. Did you know, according to insurance
companies, the number-one property-loss
situation is not fi re but is, instead, water
damage?
Remote Video Monitoring is hot right now.
Every day, a new algorithm is introduced to
help with false or missed video alarms. Explain
to the customer that today's professional alarm monitoring services
have direct connections not only to the central station, but
also, more importantly, to the police and fi re dispatch center.
Panic/Duress: We are all pretty familiar with commercial holdup
buttons, but what about residential? Home invasions are a concern
for many. Strategically and responsibly placed panic buttons
in a home might be something the customer is interested in.
Access Control as a Service (ACaaS) is another exciting service
you can provide your customers. Now, with cloud technology,
customers and dealers alike can have a reliable, secure method to
control and monitor access-control devices.
Maintenance Service from afar is an added convenience and
a win-win for both the customer and the alarm dealer. Many
systems now allow the alarm company to be notifi ed of system
failures before the customer even knows about them. In many
cases, technical issues can be resolved remotely, never requiring
a service truck roll or a tech.
I hope that I've convinced you of the fi nancial value of providing
services that can increase your monthly revenue and provide
new and exciting services to your customers. SSI
BOB DOLPH has served in various technical management and advisory positions in the security industry for 30+ years. To share tips and
installation questions, email Bob at bdolph.ssi@gmail.com. Access content from his 20+ years as Tech Talk columnist by going online at
securitysales.com/author/bdolph.
36 Commercial Integrator+Security Sales & Integration | Jan/Feb 2024
http://www.securitysales.com/author/bdolph

Commercial Integrator + Security Sales Jan/Feb 2024

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