When organizations decide to change security providers, the reasons often come down to trust, communication, and consistency. We recently spoke with Bill Powers, Director of Operations at the Sterling and Francine Clark Art Institute, who shared what led him to move from a competitor to Securitas USA, and what has kept the relationship strong for nearly two decades.
Why communication matters
Bill remembers the moment that led him to make the switch. He had asked his provider at the time to call him once a week with updates. That call never came. “I said, if I don’t get a phone call next Wednesday by 10:15, our contract is over. I didn’t get a phone call. So, I called up like I promised and gave my notice. That’s what we call the million-dollar phone call.”
For Bill, it wasn’t about price. It was about reliability and responsiveness. Securitas USA had already been in touch for a few years, keeping the relationship warm. When the time came to make a change, he knew who was ready to step in.
Building a real partnership
Over the years, Bill has described the relationship as more than a contract. It feels like a partnership. From the start, his Securitas USA team joined the professional associations his organization was active in, trained alongside them, and adapted services to meet their needs. Over time, the security program has evolved to include advanced video systems, detailed emergency response plans, and advanced security services. Through all those changes, the foundation of this partnership has remained the same: communication and trust. “Anytime I asked for anything, they said, Sure, we’d be glad to do it. That just happened through the years, and it’s been great communication.”
That communication goes beyond management. Officers on site receive respect, training, and support that help them feel part of the team. “We make sure that our staff and our higher administration never walk by an officer without acknowledging them. They feel part of the team, and we make them part of the team.”
Training that makes a difference
Bill stresses that training is one of the biggest differences he has seen. Every officer at the Clark completes Securitas USA orientation, additional cultural property protection training, and regular scenario-based exercises. Officers even meet with curators before major exhibits so they can speak with visitors.
This training helps build confidence on the front line. Bill shared one story about an officer who offered to cover a guest’s admission when they didn’t pay. The guest later wrote to the director, praising the officer’s kindness.
Adapting to future challenges
The Clark Art Institute sits on 140 acres and welcomes visitors from around the world. Bill knows the security landscape will keep evolving, but they value the proactive planning and emergency response training his team receives. From active shooter drills to protocols for handling disruptive protests, the focus remains on helping protect people, property, and culture.
Partnership-focused
For Bill, the choice to switch providers years ago has turned into a partnership built on shared goals. What began as a missed phone call with a competitor evolved into an ongoing partnership characterized by trust, communication, and respect. It’s about more than contracts or services; it’s about building a team that feels connected to the mission at the Clark Art Institute and supported in the work they do every day.
If you’re considering a change in your own security program, think about what partnership means to you. Open communication, tailored training, and officers who feel valued can make all the difference.
