Top Reasons People Search for Different Security Companies

Key takeaways

• The #1 reason clients switch security companies is a breakdown in trust, often caused by poor communication, outdated practices, and a lack of transparency.
• Supporting reasons include untrained guards, inconsistent service, slow incident response, and one-size-fits-all solutions.
• Using a modern security guard app like Novagems builds trust through transparency, accountability, and better communication.
• To retain clients, security companies must focus on customization, consistency, responsiveness, and visible performance.

Trust is the foundation of every security service. When clients hire a provider, they’re not just outsourcing patrols—they’re placing their safety, property, and brand reputation in someone else’s hands.

But even with long-term contracts and strong onboarding, client retention isn’t guaranteed. So, why do clients switch security companies?

The answer often lies in trust. When clients feel unheard, unprotected, or unsure about your performance, they begin to look elsewhere. This blog uncovers the #1 reason for client churn, the top service issues behind it, and how to fix them using smarter systems, people, and technology.

Why Most Clients Leave Their Security Provider

The #1 reason clients switch security companies is simple: a breakdown in trust.

A recent study shows that 68% of customers stop using a service because they feel the company doesn’t care about them. In security, that “lack of care” may come from missed patrols, slow responses, untrained guards, or vague reporting.

Clients may not always speak up. But slowly, quietly, they start looking for a new provider who listens, adapts, and delivers.

Trust is built by more than presence; it’s built through communication, accountability, and consistent value. When that trust is lost, retention is nearly impossible.

Top Supporting Reasons Leading to a Switch

While trust is the main reason, there are several clear operational failures that drive the loss of that trust. These hidden cracks in service delivery cause frustration, doubt, and eventually a switch.

1. Poor Communication and Customer Service

Many clients feel neglected. Delayed emails, unanswered calls, and vague reports create doubt about how well you’re managing their site.

Clients don’t want to chase updates. They want clarity. This is especially important in security guard solutions, where real-time information matters.

Solution: Establish consistent communication with scheduled updates and fast response times. Provide clients with a single point of contact or account manager for accountability.

2. Lack of Proactive Security Strategy

Clients don’t just want guards, they want security solutions that evolve as their needs do.

Too often, a provider sets a plan on day one and never revisits it. But businesses change. Threats evolve. Security plans must keep pace.

Solution: Include site audits, risk assessments, and strategy updates in your quarterly client reviews. Show you’re not just filling shifts, you’re actively protecting their business.

3. Frequent Staff Turnover or Inexperienced Guards

Frequent changes in guard staff lower morale, consistency, and client confidence. New guards often lack site knowledge or adequate training.

This is a common source of low-quality guard services. And once noticed, clients may start to feel at risk.

Solution: Prioritize staff retention and create strong onboarding protocols. Where possible, assign consistent teams to each site.

4. Unreliable or Slow Incident Response

Clients expect fast, clear action when something goes wrong.

Whether it’s a door left unlocked or a trespassing event, the way you handle it matters. If your response is slow or unclear, trust quickly erodes.

Solution: Equip guards with clear incident protocols and mobile tools to report in real-time. Always communicate incidents to clients promptly; don’t wait for them to ask.

5. Lack of Customization or One-Size-Fits-All Solutions

Each site has unique risks. A hospital needs different coverage than a retail store. Yet many security companies offer standard patrol routines with minimal flexibility.

Solution: Customize guard routines, shift schedules, and reports based on the client’s industry and priorities. Involve clients in building the plan so it feels tailored to them.

6. High or Unfair Pricing

Price isn’t always the issue, but perceived value is. Clients may leave if they feel they’re paying too much for what they receive.

Solution: Offer pricing that matches the service level. Be transparent with billing. If service quality increases (like adding real-time guard tracking) explain how that delivers more value.

7. Absence of Reporting and Accountability

Security is invisible when done right. That’s why reporting is crucial. Without daily activity logs, incident data, or location verification, clients can’t trust that patrols are happening at all.

Solution: Use tools that automate guard check-ins, deliver digital DARs, and provide clients with transparent dashboards.

This is where Novagems’ security software provides a game-changing edge, offering GPS-based patrol tracking, real-time alerts, and digital incident reports.

How to Prevent Client Churn from Poor Service

Most companies don’t leave after one bad experience. But consistent neglect? That pushes them out the door. Here’s how to retain security clients with better systems and care.

• Establish Regular, Transparent Communication

Don’t wait for issues to arise. Check in regularly, even if things seem smooth. A simple monthly call or update builds long-term rapport.

This proactive communication reduces complaints and shows clients you value their input.

• Assign Dedicated, Trained Personnel

Clients prefer familiarity. When the same guards serve the same site, they build trust with on-site staff and understand the layout.

Well-trained guards reflect professionalism. Poorly trained guards reflect poorly on your brand.

• Offer Tailored Security Plans

Review and revise each client’s plan quarterly. Have clear goals, priorities, and changes documented and communicated.

Tailored plans create the perception and reality of customized care.

• Provide Real-Time Reporting and Metrics

Today’s clients expect visibility. Real-time logs, photos, timestamps, and geolocation give them peace of mind and proof of service.

With real-time guard tracking, clients know patrols are happening; no need to wonder or worry.

Novagems security software offers:

• Live dashboard views
• Smart scheduling
• Checkpoint tours
• Instant incident alerts
• Automated daily activity reports
• Mobile guard apps with task checklists

This modern technology builds confidence and reduces manual errors.

• Be Responsive and Fix Issues on First Visit

When a problem is raised, resolve it fast and confirm in writing. Clients don’t mind small issues, they mind being ignored.

Follow-up after the fix shows you care and closes the loop.

• Review Pricing for Value

Don’t just compete on price, compete on clarity.

Explain how your technology, training, and transparency make your services more valuable than a cheaper competitor. Offer flexible plans that align with changing client needs.

Why Trust Is the Real Deal-Breaker for Clients

In the end, every issue above chips away at trust. And when trust goes, so does the client.

Consistent Quality Builds Confidence

When your guards are professional, your updates are clear, and your response is quick, clients begin to feel safe and stay longer.

Consistency, not perfection, is what clients truly value.

Outdated Technology Breaks Trust

Today’s clients expect modern tools. Outdated security practices, like paper logs or radio check-ins, feel unreliable, even if the guards are doing their jobs well.

According to Research and Markets, the global physical security market is projected to reach $153 billion by 2027, with a strong emphasis on cloud-based platforms, automation, and mobile technologies.

If you’re not evolving, clients will assume your service isn’t either.

Novagems’ security software bridges this gap with:

• GPS-verified patrol logs
• Digital DARs
• Automated scheduling
• Mobile notifications
• Client access portals

By upgrading your tech stack, you restore client confidence and stand out in a crowded field.

Final Thoughts

Clients don’t leave security providers lightly. They leave because something consistently feels off, whether it’s poor communication, lack of visibility, untrained staff, or outdated systems.

If you want to retain security clients, you need more than guards. You need a strategy, a system, and software that builds trust through transparency and performance.

Modernize your service with the right tools. Security guard solutions like Novagems help you prevent churn, deliver measurable value, and grow your business with confidence.

Want to see how Novagems can help you retain more clients? Request a free demo today and explore how real-time tracking, automated reporting, and smarter planning can transform your operations.