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Security Redefined

At BLACKWATCH, our perspective on security is rooted in a unique philosophy that places customer service and professionalism above all else. We firmly believe that these qualities are paramount in ensuring the success and effectiveness of our company and its employees, particularly in the security field. From the security agents on the ground to the personnel managing payroll in the back office, we strive to instill this philosophy into every individual associated with BLACKWATCH. By prioritizing customer service and professionalism, we not only enhance the experience for our clients but also uphold the highest standards of excellence in the security industry.

A Partial View of Our Philosophy of Security

At BLACKWATCH, we hold a distinctive perspective on the role of security professionals, prioritizing customer service as our top responsibility. While “observe and report” may be commonly associated with security duties, we believe that customer service encompasses and surpasses all other aspects of our work.

Customer service serves as the overarching principle guiding our interactions with clients. It involves actively listening to our clients’ concerns, needs, and preferences, and addressing them with care and attention. It’s about extending a helping hand whenever possible, without compromising our primary objective of protection and safety.

Moreover, customer service at BLACKWATCH means exceeding expectations and ensuring that our clients are not just satisfied, but delighted with our services. We aim to go above and beyond the standard offerings of any other security agency, consistently delivering exceptional service and building strong, lasting relationships with our clients.

By placing customer service at the forefront of our operations, we demonstrate our commitment to excellence and set ourselves apart as a trusted partner in security solutions.

At BLACKWATCH, professionalism is not just a requirement but a fundamental aspect of our culture. Our agents understand that professionalism is not simply about appearance or punctuality; it’s an attitude and a way of life. From arriving on time and looking sharp to speaking and writing in a professional manner, our agents embody professionalism in every aspect of their work.

We believe that professionalism closely relates to customer service because it forms the foundation of our interactions with clients and the public. By conducting ourselves with professionalism at all times, we demonstrate respect, reliability, and competence. Our commitment to professionalism ensures that our clients receive the highest level of service and confidence in our abilities.

Ultimately, professionalism is ingrained in everything we do at BLACKWATCH, reflecting our dedication to excellence and setting the standard for security professionals in the industry.

At BLACKWATCH, we prioritize de-escalation as a cornerstone of our training program and a foundational element of effective security practice. Clients rely on security professionals not only to prevent incidents but also to handle situations swiftly and discreetly when they do occur. De-escalation is the key to achieving this goal.

While de-escalation may not come naturally to everyone, we recognize its importance and provide comprehensive training and scenario-based guidance to equip our agents with the necessary skills. Through proper training, more than 90% of situations can be de-escalated, and in some cases, even resolved entirely.

Moreover, we view de-escalation as an integral part of customer service. By effectively managing conflicts and diffusing tensions, we not only ensure the safety and security of our clients but also enhance their overall experience. De-escalation exemplifies professionalism and demonstrates our commitment to providing exceptional service at all times.

Continuous learning and professional development are core values at BLACKWATCH. While our basic training exceeds the requirements set by municipalities across Colorado, we understand that ongoing education is essential to staying at the forefront of the industry. That’s why we ensure that our agents undergo recertification and advanced training every year.

In addition to classroom instruction, our agents receive hands-on training in the field to address site-specific needs and other advanced scenarios. This comprehensive approach not only enhances our agents’ skills and knowledge but also enables them to adapt to evolving security challenges effectively.

By prioritizing continuous learning and professional development, we reinforce our commitment to professionalism, which in turn enhances our ability to deliver exceptional customer service. Our dedication to staying informed and skilled positions us as trusted partners in security solutions, providing our clients with peace of mind and confidence in our abilities.

What’s in our Name?

One Director is a Marine Corps veteran, the other is a native of Scotland. We wanted a name that described what we did, had a military connotation, and something with a Scottish flavor. Blackwatch is fitting of a security agency as we often watch in the black of night. The Black Watch is a Scottish military regiment with a long history and is still an active part of the British military to this day. Learn more here: https://en.wikipedia.org/wiki/Black_Watch

A Little about the Founder and Co-Directors

The Founder and one of two Co-Directors, Mike Alexander, has been in the protection industry since 1994 starting out in US Marine Corps Security Forces and later in an infantry unit in the 2d Marine Division. Mike has years of training and/or experience in counterterrorism, crime reduction, self-defense, various weapons systems, active shooter, use-of-force, and many other topics useful in the protection industry. He has protected a wide variety of assets, including human assets. Mike also created the in-house training curriculum from scratch and personally trains each new agent to ensure they have the proper knowledge and skills to perform effectively in the field.

The other Co-Director is Jodie Mitchell. She has been in the protection industry since 2018 behind the scenes as well as in the field. Originally from Scotland, she has a background in psychology and special needs education. She created the Psychological De-escalation training that all of our agents receive annually. She also has experience as a corporate troubleshooter. Though her function is primarily HR and Client Relations, she is the primary de-escalation trainer and it’s not uncommon to see her in the field.

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