Gaylord Security expands offices, staff

KENT, Wash.—Gaylord Security Systems, one of the nation's top 10 ADT Home Security dealers, has weathered the economic downturn so well it has expanded its corporate offices and plans to double its sales and support staff, marketing manager Patrick Smith told Security Systems News.

And Smith said the use of online testimonials from satisfied customers is one factor helping to increase business for Gaylord, which is based here and does business in nine states.

Smith said over the past year he's worked on the company's online presence. “We encourage our customers to leave comments about their experience online, good or otherwise.”

Smith said that because the company has many happy customers, Gaylord typically earns 4.5 stars to 5 stars in online ratings.

Gaylord, a 100-employee company, announced this spring that it had expanded its corporate headquarters by about one-third to include a new 2,500-square-foot suite.

Smith told SSN the expansion now gives “elbow room” so Gaylord can double the number of sales representatives and the service staff that support them from 30 to 60 within a year. The company said it has already begun hiring new sales and service agents.

Smith said Gaylord needs to grow its staff because its client base is growing so rapidly.

Smith declined to give specifics but said they've had “double digit” growth over the last year.

Bob Tucker, ADT director of public relations, told SSN that Gaylord has been among the top 10 dealers “for years now” and that as of April 22 “they are ranked No. 6.”

Gaylord's business is 95 percent residential, and it mostly does security, with only about 10 percent of its business fire. Gaylord does business in Washington, Oregon, Idaho, California, Colorado, Nevada, Arizona, Texas and Louisiana.

Smith says higher crime rates drive business. He also believes that homeowners shopping online for security services are drawn to Gaylord's online testimonials.

Gaylord carries customer testimonials on its own web site, but Smith said the company suggests customers post their comments on sites like City Search or Yahoo, because testimonials carry more weight if they're on such neutral, third-party sites.