Every Alarm Matters: Recognising Sarah and Matile’s Customer Care

At a recent Central Monitoring Services team meeting, we asked a simple question: What wins have we had so far this quarter?

It was an opportunity to recognise the work taking place across the business, including everyday achievements that might otherwise go unmentioned.

Suzette Po-Williams ASM shared a customer experience that deserved to be passed on. It involved a long-term customer, two accidental alarm activations, and two CMS operators whose response left a lasting impression.

A Customer Who Took the Time to Say Thank You

Our customer, Greg, had accidentally activated his alarm on two separate occasions.

On both occasions, CMS operators Sarah and Matile actioned the alarm within a minute.

Greg was impressed enough to call CMS and make sure their work was recognised. He specifically mentioned their professionalism, empathy, and the speed of their response.

For our team, that feedback was a meaningful reminder of the difference an operator can make. Greg noticed how quickly his alarms were actioned, but he also remembered how he was treated.

Both aspects mattered to him—and both deserve recognition.

A Timely Response, Delivered With Care

Response time matters in security monitoring. When an alarm reaches our monitoring centre, it requires attention from people who understand the responsibility behind it.

The customer’s experience also depends on the person handling that response. Clear communication, professionalism, and empathy can help someone feel supported while an event is being addressed.

An accidental activation may turn out to be straightforward, but that outcome is not something an operator can simply assume at the outset. Each alarm needs to be taken seriously and handled according to the relevant procedures.

In Greg’s case, Sarah and Matile’s work stood out for its combination of prompt action and considerate service. His feedback recognised their approach as well as their speed.

The Person Behind the Alarm

A monitoring centre receives alarm information through technology, but each event relates to someone who has placed their trust in the service.

That person may be concerned about their property, uncertain about what has happened, or aware that they have accidentally triggered the alarm. Their circumstances can differ, and the way an operator communicates with them matters.

Empathy means recognising that human side of the interaction. It sits alongside the attention and professionalism required to handle the event.

Greg’s call brought this into focus. He wanted CMS to know that Sarah and Matile had made a positive impression through the way they carried out their work.

It is the kind of feedback that helps connect the daily responsibilities of monitoring with the experience of the customer receiving the service.

Giving Everyday Work the Recognition It Deserves

Much of the work in security monitoring