Herein lies the value of recounting and sharing a success story that earned Terry Kelley and James Graham of Northwest Alarm & Security Systems, Norfolk, Conn., the fifth annual SDM/NBFAA First Line of Defense Award.
“In our area a lot of the smaller alarm companies, including the one that James and I had worked for, were bought out by some of the larger organizations. Originally I stayed with the company that bought us out, and my partner went to work for another firm,†Kelley says. “As time went on a lot of our old customers, who knew that I went to the bigger company, would call and say, ‘Terry, who do I have to kill to get service. I’m not happy. I’m not getting what I used to get from the little company.’â€