You paid thousands of dollars for training and thousands more on equipment, firearms and clothing. Add in the cost of travel, hotels, meals, time off of work and other expenses and you are finally qualified for work, according to you. But what does the Client value in a protector? It may be no surprise that interpersonal skills top the list. Good manners, eye contact, a firm handshake, a timely smile, and an expansive vocabulary are just the tip of the iceberg. Knowing how to negotiate, and more, knowing when to remain silent are also key to a Client choosing you over an ex-WPPS Private Military Contractor.
After decades in the protection industry, it is continually apparent that while “fieldcraft“ is absolutely valuable and indeed essential to a Client’s required prerequisites, it is the “intellectual” skillset with which the Client has the greatest exposure, (and hardest time finding).
Many laugh when first hearing about interpersonal skills in the personal protection industry. They believe that as long the client is safe, nothing else matters. We all know that we are getting paid for that 0,1% chance that may require us to respond to a threat and “save the client”, but the rest of our time will be spent interacting with the client, their family members, employees, domestic staff, and our own colleagues. And just as important are the paparazzi and the public, both of whom have cameras in hand. One wrong comment or gesture and the Client’s embarrassment results in your termination, and possibly a civil action.
Social interaction requires specific interpersonal skills. Your ability to react or reply appropriately is crucial. Using the wrong words with the wrong person and your years in the sand box or skill with firearms won’t save you. You will be fired within seconds. It happens every day and some of you won’t even know why.
Below we will try to give you some tips from ours as well as our colleagues experience and mistakes and even included some comments from past clients.
Your relationship with the client:
If you have any understanding of the industry at all, you know that you are with a client because someone within the client’s entourage has a fear that you have convinced them you can quash. In a combat zone, there is real fear of capture or death. In a large city in America, spy photos of the client out in public, drinking with friends, and in Mexico, Kidnapping. In many instances, you may be with the client 10 to 16 hours a day. So how do you spend that much time with them or their family, under that kind of stress without getting emotionally connected to them? Stick to the old adage: “Be seen and not heard”.
First of all keep in mind that the client is the one paying you, no matter how unrealistic his requests may be, you must adapt to his ‘’wants’’ and ‘’security needs’’. You may not be allowed to do what the job requires or have the manpower or equipment needed but you will have to adapt and do your job with what you have. You may be asked to be in position X and not Y because the client doesn’t feel comfortable otherwise. Consider too that it is also difficult for someone to get used to the idea of having strangers around them with every step they take and with every person they meet. Consider what you are doing that might be adding to or reducing their tension. Talking, staring, where you are standing, your cologne, or your actions can all add to a client’s frustrations.
The professional is one who can work with the difficult client, not the other way around. If you are lucky enough to work for that easy going client good for you, but most of the time you will have to deal with people that will test your limits. Have you ever had a client ask you to protect him but not to be within sight of him?
New professionals usually ask how they would deal with different challenges, like “what if the client asks me to have a drink with him”? What if the client asks you to do things that are out of your area of responsibility?
If you are a Close Protection Operative of the opposite sex of your client, then be prepared to deal with even more difficult situations. Traditionally mixing stress and fear with the comfort a protector can bring and the power and wealth of a client, (or his wife), and an opportunity……
Every one of us, client or Close Protection Operative (CPO), have different, social backgrounds and if you add to that different cultures then be ready to deal with more difficulties.
For many of us who have spent years in this business, (If we are successful enough to still be in this business), we have learned where our boundaries lie. If you are new in the business consider that boundaries exist for all of us. The client has them and so do you. When we are hired to protect a person, we are actually being allowed to step far inside their boundaries but they should not be allowed to step too far into ours. We will see a client in their most private and vulnerable moments, but what happens to our persona as “protector” if they see our weaknesses and vulnerabilities? And what happens if someone outside the client’s circle identifies our weaknesses or vulnerabilities?
How do we identify a client’s boundaries, and how do we educate them on ours? It’s really very simple; we ask. We should consider their social and moral code, their habits, vices and health issues and their fears. Sitting down with the client and discussing their needs and simply asking them where their boundaries are and letting them know ours is crucial to the success of a long term assignment. It may be no big deal for a client to ask you to enter a room where they are using drugs in a party setting or where he and his wife are in bed, but this may be beyond your comfort zone, (your boundary).
What is the difference between professionalism and friendship? Here is a simple rule: “You can’t buy friendship”. If you are being paid, you can’t be friends. If you want to be friends, stop taking the client’s money. Crossing the boundary between Professional and Friend is never successful.
From my personal experience I have found that when I was acting strictly professional the client was uncomfortable. Our task is to make them feel safe but when we appear ‘’untouchable’’ they believe we don’t understand their fears or what they’re going through. It is very important for them to feel we understand them. It is not easy to be the client….Sometimes they will open up and talk to us and we must show them we are listening. This is not friendship. This is part of our job.
If you get too friendly, then automatically your professionalism will suffer in your client’s eyes. Not because he doesn’t trust you anymore but because your laps in professionalism suggests to him that you won’t be taking your job as serious as is needed.
Consider how Psychologists work. They cannot offer professional counseling to people who are in their family or with whom they are friends. They certainly cannot start dating a client.
It is understood that you may share many hours with the client. Talk to him only when he talks to you or when you have to say something that affects his safety. Avoid starting a conversation but always be friendly if the client decides to speak to you. If you are asked a question, try to answer it with a single sentence.
Your relationship with the client’s family members will have to be the same. Don’t be too friendly with them or other staff or guests. Remember who hired you and why. Remember who cuts your check and who ultimately you serve. You should answer to only one person. If you assist or serve anyone else, it must be with the approval of the client and then only at no cost to them.
If you appear too unapproachable or “hard”, you will intimidate those you are serving. Too approachable and the family and everyone else will feel comfortable approaching you. And it will always happen when you need to be focused. Take a middle position with your client which is addressed with professionalism. Again, prior to accepting your contract you must clarify from whom you will be given orders and directions regarding your work.
As a CPO your job is to protect you client’s life and image. You are not there to carry their briefcase or shopping bags, etc. You also should not be carrying the client’s child on your hip, or holding doors open or performing domestic chores. Remember to keep your hands free.
Don’t be afraid to say “no” when you are asked to perform duties which are outside of your role. The client is hiring a CPO not a maître ’de or a butler. It is professional to politely refuse to perform a task outside of your agreed responsibilities instead of accepting it and putting in danger a client or your life. He has hired you to provide security services and nothing else.
The client must see you as an educated, well trained, experienced and professional person, and it is up to you alone to earn his respect. If your client respects you then any of your suggestions concerning his safety will be accepted by him positively.
Alcohol? NO, NEVER, EVER…..while working. But……
What if your client calls you for a drink or coffee while you’re not on duty? In this case you have to ask why he is calling you. Does he see you as a friend or do you think he wants something unrelated to work or to talk about your work? First, remain professional. If your client calls, you respond. Then avoid alcohol at all cost. Consider that in many countries and especially in the United States, if you are in possession of a firearm and you are questioned by police with alcohol in your system, you will be arrested.
Sometimes the most dangerous trap a CPO may fall into is to have a physical relationship with his client or the client’s spouse. Remember that movie where the bodyguard was sleeping with his client? Art sometimes copies life. Being emotionally involved with your client, (or anyone in their circle), no matter how unprofessional we see it, has happened with some colleagues. Understand that if this occurs, the CPO is always at fault. Because the client is dependent on you, they may be more likely to share raw emotion with you or let you all the way in to that last boundary, the personal physical boundary. Take advantage of this vulnerability and you are solely to blame. And if you think you found the love of your life, you will be replaced by the next person the client sees power or an emotional investment in. And who is going to write you that professional referral letter then?
Sexual Harassment is rampant in our profession. Male CPOs are approached by everyone who is attracted to the perceived power of the protector or by anyone trying to get to the client or get into the client’s circle. But if you are a female CPO it is much worse. You will get barraged from both males and females, clients, their family members, friends and then your colleagues. Additionally, sometimes due to culture, there are those who believe that because they hired you to protect them you are there also for ‘’extra services’’. There have been cases like these which have been unreported to authorities but are a common problem within the female CPO industry. Again, that sit down meeting with the client prior to taking the job is strongly suggested.
Your relationship with colleagues:
During our career we will have to work along with people who don’t share the same work ethic, qualifications, training and experience, background, morals or values with us. So whether we like or dislike someone, we shouldn’t allow it to affect our professionalism. Our first loyalty is the client’s safety and the study and mastering of the art and skill toward this goal. Our second loyalty is to the industry to which we have dedicated our lives. Loyalty to our colleagues falls within this, not the other way around.
As we all know, Close Protection is a profession that is unfortunately void of professional standards and requirements. Each country, and even each State has its own licensing or training requirements and in many cases no training is required at all. In light of this, you realize that you have to work to solidify a team with people who bring with them different experience, skills, training disciplines, standards, professionalism, culture, and ethics in the same way a sports team or elite military unit has to work through individual differences to become a uniquely cohesive team.
It is very important that each one on the team promote and maintain a strong working relationship with the others as well as the client, and of course other people who we may be in contact with (house personnel, office staff etc).
Some of the people you are working with may have more or less skill and may be younger or older. So in each situation you must address your issues with them with respect. Never offend anyone no matter the reason, never correct someone while anyone else in present. If you believe they made a mistake you can ask if he would mind a tip or advice. Not many people are open to advice from coworkers. If they refuse your help, respect it and leave it alone. If a colleague makes a sexual advance or even a comment that you are not comfortable with, address it quickly.
In our work it is very important when an issue occurs, to take immediate action to address it. Later you can do your research and as a team and correct it. As in any team, constructive criticism is meant to eliminate future problems.
Try to avoid conversations with your colleagues that include topics which trigger emotional responses like sports, religion, sex or politics. No conversation on these topics can contribute to your client’s safety.
Avoid discussion about family and do not share details about your family, spouse, kids or home life. You don’t know how the information may be used against you or your client later. Can you be blackmailed? Could this affect your client or team?
The only conversation you should entertain is the one that adds to your client’s safety.
Your relationship with fellow citizens and Law Enforcement:
In most countries your authority or legal ability to act is no more than any other citizen. Trying to get a free pass at the club or disturbing the peace will give you and your client a bad image. No you can’t stop the traffic, park whenever you want, stop people from entering in public places or ask to search them.
Many of our colleagues come from a Law Enforcement or Military background, they use to have their own language with their former colleagues and may work along with them or ask for their help. Remember that active Law Enforcement personnel have their own agendas. They are not part of our industry any more than we are part of theirs. Do not ask them to help you do your job. Some may abuse their authority and use it to get close to your client, and may even try to replace you. Be respectful and keep your distance.
Your networking activities
It is common and we see it almost every day in online networks or forums, people who hide behind a “screen” or “nickname” and make negative comments about other colleagues. It is seen by most as cowardly at best to make public comments about someone while hiding behind a false identity and further, without allowing the victim or viewing audience to verify the experience or credentials of the accuser.
Industry forums serve a couple of purposes. The first is to inform and the second is to allow comments and feedback for the purpose of informing. Unfortunately, they have become a place for the unimpressive to gain their 15 minutes of fame. These chronic complainers, seemingly have plenty of free time, (possibly due to their unemployment), and repair their egos by blaming or criticizing others. Yes, there are non-professionals and there are professionals, but a forum is not the right place to show who is who.
For those who like to comment on different articles or posts online (…that includes many of us…) before you hit “send” be sure you:
1) Read the article/post carefully. It is very disappointing to see colleagues who post a negative comment on an article when it is clear that they neither completely read nor completely understood it.
2) Offer a solid answer/opinion based on logical thoughts or facts (or evidence/search results). Recently, someone tried to show their disagreement with an author. Their only approach to a counter-point was insulting the author which actually proved the author’s point. Someone else tried to answer him by copying and pasting parts from the article and offering negative comments on the excerpts, which further proved the subject of the article; that some people in our industry can’t adapt their soldier mentality and behavior to the more polished corporate environment.
3) Answer in a manner that does not insult the writer or others.
4) Re-read and understand the article. Stating a disagreement is fine but following up with information that goes off topic and writing anything other than what is pertinent to the subject will only make you look stupid.
5) Read the article again,
6) Read your answer again from the perspective of your colleagues,
7) Read it once again from the perspective of someone who knows you,
8) If it doesn’t look professional/logical/in good taste or relative to the article provided, DO NOT hit that “send” button or “publish now” ….otherwise again, you will only end up looking stupid.
If you think companies and recruiting agents don’t look at a candidate’s networking profiles? Think again!
The bottom line is this:
If you lack professionalism on any level or lack interpersonal skills in dealing with people you work for, with or around, you will not be able to hide behind your experience, education or other skillsets.
Founder & Worldwide Director
By John R. Lehman
I’ve been asked for over a year to address the subject of contracts. Specifically, contracts between Personal Protective Operatives, (or their companies), and the people they protect.
In this posting, I will try to simplify the explanation of the “Contract” and offer an approach from our perspective on the creation and use of this form of agreement.
The Who, What, When, Where, Why and How of the contract is really quite simple.
Let’s start with the “Why?”
If you have ever been in a hotel room and looked up at the sprinkler, you noticed the little coat hanger symbol with a big red line through it on a label next to the sprinkler. That symbol means “Don’t hang anything on this”. One has to assume that someone had to have hung a coat hanger on the sprinkler head causing a very wet result AND it had to have happened more than once to justify the expense of putting stickers by every sprinkler in the country..
The written contract is needed because someone before us breached a “verbal” agreement. The contract in our case is needed to insure that all parties agreeing to a set of conditions, allowing them to operate with each other, are doing so with equal and clear understanding.
Who needs a written contract?
Anyone who enters into any agreement with anyone else.
A contract between the Principal person to be protected and the protection provider is only the beginning. Agreements between the “Client” and members of his domestic staff, Protection team and limousine and rental car agencies, apartment lease agreements, and even in between individual members of the protective team are all necessary.
What is a contract and what should be listed within it?
“A written or spoken agreement, especially one concerning employment, sales, or tenancy, which is intended to be enforceable by law”. A “protective services” contract should specify:
- Responsible entities or persons entering into the agreement
- The signer’s legal address and contact information
- Specific tasks to be performed
- Locations (with addresses) where work will be performed
- Conditions under which you will perform the required tasks
- Conditions under which you would cease performing these tasks
- Responsibilities of each party to provide certain or specific equipment
- Expectations of each party
- Restrictions on each party
- Insurance requirements
- Start and end dates
- Penalties for issues such as non-performance/non-payment
- Rates of pay, schedule of payments and due dates
Additional items to consider as attachments to the main contract might include:
- A Non-Compete, Non-Disclosure (an “NCND” or “NDA”). Each party signs the other’s agreements.
- A copy of regulatory rules and statutes under which you might be working
- Copies of other agreements to be signed, i.e. Rental, Lease, Memberships
- Assigned Equipment Agreement (radios, weapons, credit cards, vehicles…)
- Affidavit to allow access to Client’s personal information
Remember that the Client signs the same agreements that you do.
When is it appropriate to bring up “the contract” or set up a time to sign a contract?
My typical conversation starts out with a greeting and “How may I help you?”
The Client or their representative answers “I am considering using a Bodyguard, What do I need to do?”
My Answer is usually “We can help you, but I need to ask you a couple of quick questions”
“I assure you that I will not ask for personal identifiable information now but I need to establish what type of help you need.”
Are you in danger at this moment?
Do you currently have someone protecting you?
Are you armed?
You don’t have to tell me where you are yet, but you can if you want to…
Are you in a safe location?
Are you using your normal cell phone?
Are you driving your own vehicle or one assigned to you by someone else?
If you are in hiding, are you using your own identity or credit cards?
The “Where” is very important. You must choose a place that limits the client’s public exposure while still offering them the feeling that they are surrounded by people and free to get up and leave at any time. I will offer immediate security and pick up and escort of the Client but it’s rare and even rarer that they accept.
Once I have established the person’s real need or level of fear, and current level of safety, I will ask for a place and time to meet. I will suggest a Law Enforcement building or if the person is in extreme duress and fearful, the person’s Attorney’s office or a bank lobby.
I never suggest the movie line that they must “come alone”. If they are in real fear, a companion may ease their tensions and make it easier to negotiate with them.
Have an Attorney draft and design your contracts and all attachments. Get your Attorney to read anything you will sign. AND , I always have a contract package with me!!
The “How” involves considering the frame of mind of the client and their safety.
I introduce myself to the client and we sit. I always sit within arm’s reach of them.
I open my brief case and place the contract package on the table. The top contract is an agreement to not disclose anything about the ensuing conversation to ANYONE. It also establishes my legal right to the person’s personal information through his permission via an Affidavit which we have notarized.
I explain who I am, what I will and won’t do, I explain that I am not a “Bodyguard” but rather a “Personal Protection Consultant” AND I explain the difference between the two.
I continue asking open-ended questions to allow them to explain their situation. This process establishes trust and prepares the person to sign the Operating Agreement.
I explain that I will need to perform a few tasks and explain that I will get some personal information from them and run a background investigation on them. And if I decide to help them then I will contact them in 24 hours and require a 5000.00 dollar cash retainer and that I will need them to answer as many questions as is possible on a “Client Questionnaire”. The Client Questionnaire that I designed is a minimum of 430 questions and as many as 700. (Depending on the Client and the size and expanse of the estate).
The agreement also states that if I am not retained, they will get 3000.00 dollars back and they will keep all of the information I discovered. I secure a cashier’s check or U.S. Postal money order before we separate. The cashier’s check or money order helps to insure that the funds are legitimate.
Once we have discussed the safety and security issues and I have established the validity of the concern and the client’s legitimacy AND their financial ability to pay for my services, we discuss the rate and cost of expenses. We discuss issues with travel and clothing and equipment and weapons and my team’s intrusion into the client’s private world and more. We agree to meet again within 24 hours and sign the final contract to engage in business. We separate and I run a complete background on the Client and everyone they know.
When we meet again, we sit, I open the file, I hand the client a pen and the contract is signed within 60 seconds. I then discuss our Personal Protection Officers, show the client a file on two officers who can work within the client’s parameters and he picks his lead man. It is then up to the Lead man to pick his team. I then call the chosen lead man and he is at our location within 2 minutes. The lead then takes possession of the Client and I depart. The now Close Protection Officer (CPO) begins training the Client and if required, building his team.
This may seem completely strange and one can argue that this is just not the proper way this is done. So do it your way. But I sign 90% of the potential clients I meet with. Of those, 40% are for terms in excess of 90 days. The 60% are clients needing less than 10 days. Naturally, I have left a few things out to protect my strategies and real methods for meeting with the client, but this is as close as I can come to a quick education on contracts.
As far as Taking possession of the Client, That’s for next time.
About the Author
Mr. Lehman is the Vice President of Athena Academy. He is the founder and CEO of White Star Consulting, LLC based in Dallas, Texas. He is a certified TCOL (Texas Commission on Law Enforcement) classroom and Firearms Instructor, NRA Certified Law Enforcement Firearms Instructor, Federal Protective Service authorized Instructor, Texas Concealed Handgun Instructor, ASP Baton/Handcuff Instructor and unarmed defensive tactics Instructor using the Russian Systema discipline. He is a Texas Licensed Instructor for unarmed and armed Security and teaches the Texas Personal Protection Officer (PPO) course. Mr. Lehman joined Athena Academy Instructor’s team on January 2013, with over 27 years of corporate and private security experience
Firearms started out as a hobby for Tatiana Whitlock, but this NRA Woman has taken it to the next level by getting involved in tactical training courses. Armed with her newfound skills and background in Krav Maga, Tatiana is fully equipped to defend herself and her family. She challenges other women to do the same.
The newest New Energy profile from NRA Women features Nikki Turpeaux, CEO and Founder of Archangel Tactical, LLC and Get A G.R.I.P. Ladies. Here Nikki shares her own personal experiences and encourages the resolve to continue training and developing a confident skill-set.
“Just because you feel safe doesn’t mean you are,” says Nikki Turpeaux.
John Lehman, Athena Academy’s Vice President, did a research recently, he contacted several past clients for whom he no longer provide service and reviewed about 40 questionnaires files. Here are comments from the majority of the clients questioned along with the most desired qualifications:
-Minimum of a high school diploma
-Have 10 client references and 10 personal references
-Speak, read and write in the language of the country you operate in.
-Height not over 6 feet 2 inches (188 cm) for men
-Height not over 5 feet 9 inches (175.26 cm) for women
-Weight not over 220 lbs men, 160 lbs women for max height.
-35 to 50 years of age
-Manicured or at least well groomed nails. (men and women)
-Know how to tell time and ALWAYS be 15 minutes early.
-Be fiscally responsible with the client’s money
-Don’t talk too much but always have an answer to any question
-Smile, be polite, speak quietly but with authority
-Don’t get too friendly or too comfortable with the client
-Be both typing and computer literate
-No visible tattoos. (This means outside of a bathing suit line)
-No piercings other than ladies earlobes (None for men)
-No habits.(smoking, drinking, chewing tobacco, chewing gum, biting nails, picking nose, sniffing…….)
-No facial hair. (this includes mustaches, beards, and sideburns)
-No strong perfumes or colognes
-Must wear antiperspirant and deodorant
-Never out-dress the client (no jewelry or expensive watches, no cuff-links, no bright scarves or ties, no designer suits or shoes, no three-piece or double-breasted suites, and ladies…. No dresses……ever).
-Men, no hair on the collar. Women, hair tied back in a bun. No ponytails for women or men.
-Only one button undone below the collar when a tie is not worn
-If you carry it, know how to use it. (this includes weapons of any kind, electronic devices including cell phones and counter-surveillance equipment)
-Know how to drive and how to prepare the car for the client
-Know business and dining etiquette
-Know how to lose an argument gracefully.
-Know how to say please, thank you, good night and good-bye.
Notice on this list that Shooting and martial arts was not even referenced or mentioned. So before you agree to work for your next client, ask yourself if you or your team members fit the client’s overall needs. Regardless of the answer, you are the one that has to adapt.