This was written for SHP On-line for the H&S Expo Lone Worker Arena
Though well short of maturity the Lone Worker market is probably at the stage where customer service will be the key differentiator between service providers.
Before you provide the service it helps to know what the customer wants. And before that you need to know who the customer is.
In many cases, perhaps most, the customer is going to materialise in the person of the Health & Safety manager. It could be the Security Manager; but two not very productive years of Lone Worker stands at IFSEC would indicate otherwise. After all, generally speaking, the security manager’s role stops at the edge of the building or property, whereas the Health & Safety manager’s responsibilities are for employee safety and security wherever they are in the world. And for security managers the employee can be the security problem.
What the Health & Safety manager wants from a Lone Worker service is probably answers to some or all of the following questions:
- Does it protect the lone working employees?
- Does it protect the company from legislation and litigation?
- Is the solution proportionate to the risk?
- Do they give impartial advice?
- Can they help with all sorts of training?
- Is it so expensive that the FD does not like it?
- Is it easy to use?
- Does it provide good management reports?
- Will it keep me in my job?
- Should I take a service accredited to British Standard 8484?
Getting the right service means knowing what you want, which also means knowing what is available. Many Health & Safety managers do know but many don’t. Hopefully some of you will be at S&H Expo and visit the Lone Worker area to find out – among the many other things you want to explore.
As Donald Rumsfeld famously said;
“There are known knowns; these are things that we know we know.
There are known unknowns; that is to say that there are things that we know we don’t know.
But there are also unknown unknowns- there are things we do not know we don’t know.”
And as Einstein said ‘the only stupid question is the one you don’t ask’.
Come to the Lone Worker arena at S&H Expo and ask the questions to find out the things you know you don’t know and those you don’t know that you don’t know.
Questions that only fully accredited Lone Worker service companies can provide.