“Hoffmania” is a popular annual employee event at Hoffman Security. Cross-departmental teams compete for prizes, build camaraderie and have fun.

Hoffman Security’s headquarters and central monitoring station are located in Atwater, California.

Family-owned Hoffman Security has served commercial and residential customers throughout the entire Central Valley of California for nearly 40 years.

“We look at our business as a one-stop, total design solution for our clients,” says CEO Matt Hoffman. “Our entire team gets involved to produce a complete security package—from the salesperson and project manager to our in-house fire and camera designers.” This full-package design approach for large commercial fire, camera and access control systems minimizes the need for change orders and helps to avoid missing items on the back end. “That’s particularly important for contractors and their project budgets,” Matt adds.

“Once a project starts,” he adds, “we maintain constant communication with all key team members to ensure we stay on schedule. If a change in scope is needed, everyone is actively engaged and responsive.”

A Two-Generation Family Business

Company founder, Steve Hoffman, was an Air Force tanker pilot in 1979 when he started a second business installing residential security alarms, central vacuum systems and whole-house wiring. “Dad built an addition to our family home in Merced and initially ran the business from there,” Matt recalls.

Steve retired from the Air Force a few years later, opening an office and central station in Merced. “In the beginning, we did all the monitoring ourselves,” Matt says. “Dad hired operators, a few installation techs and a salesperson. At that time, alarm signals came in via a printer tape. The operator read the signals, looked up the contact information and then notified our customer and the police.”

Since 1995, Hoffman Security headquarters has been located in the ideal facility: the former communications center of the decommissioned Castle Air Force Base in Atwater. The same year the company moved into the most secure building on the base, its 24-hour central monitoring station received Underwriters Laboratories (UL) certification. The team began providing low-voltage security and safety monitoring services for commercial customers, banks, school districts and agricultural sites, and marketed monitoring services to other alarm companies.

When Steve passed away in 1998, Matt took a three-month leave of absence from his corporate marketing career to help put the right people in place to run Hoffman Security. He quickly realized the unique opportunity that running the family business represented and decided to stay.

Since Matt took the reins of Hoffman Security in 1999, the client base has expanded from 1,600 to 6,500 due to sales growth and acquisitions. Forty-eight employees serve clients from the Atwater headquarters and also a branch office in Fresno.

Matt’s mother, Barbara Hoffman, remains involved in the business, working out of the Atwater headquarters. His brother, David Hoffman, manages the Fresno branch.

Cross-Training & Employee Development

According to Matt, although cross-training is unique for fire alarm companies, it is an essential employee development practice at Hoffman Security. “We’re really big on training people,” he says.

For example, central station operators ride with field technicians who are visiting job sites for installations and service calls. This experience enhances the operators’ understandings of how the external side of business works and what it takes to get signals into the central station. All field staff spend time being trained in central station operations to gain an understanding of the work of operators.

“When I started here nine years ago, my training included learning how the operations techs do their jobs,” recalls security consultant Mark Bonilla. “All new employees sit with operators, listening to incoming calls and observing how the coordinator handles calls and schedules jobs. New operations techs sit with the sales team and learn how we work. Each of us understands how the other teams work and how all of the pieces fit together.”

Hoffman Security also invests in ongoing training for its staff. “We recently took eight team members to a three-day conference for the business management software program we use,” Matt says. “It was a training opportunity as well as a chance to interact with users at other companies to share best practices. It was also a great team-building experience.”

“When I was a brand new employee, I was sent to a Blue Book event,” says estimator Blanche Jorge, an 11-year employee. “I was grateful for the opportunity to learn. The company asks what we need to succeed and then provides the training and tools.” Blanche and the rest of the sales team meet weekly for training. The company also brings vendors in to conduct training for sales personnel, technicians and installers.

Staying on the Leading Edge of Technology

Because it operates a sole central station, the company has the flexibility to add services, such as video verification and monitoring. “We can pull up a client’s camera system to see what set off an alarm and determine what’s happening at that client site,” Matt says.

Hoffman Security also provides video analytics, a service often deployed in parking lots at businesses and educational facilities. The service protects clients’ properties by, for example, monitoring vehicles or persons entering a business parking area, especially after hours. If someone hops a fence, the company’s dispatch team notifies the authorities.

The company embraces equipping clients with increased automation and control of their systems through smartphone apps and software. “Clients can receive notifications when alarms are turned on or off,” Matt explains. “They can view the access record and even change codes remotely.” This is especially valuable for clients with multiple sites. “If a client terminates an employee who has access to 10 sites, the client can make a single access code change instead of updating security at 10 different sites and reprogramming 10 different codes.”

Mark shares further insights: “Our company responds well to advances in technology. We’re attuned to our front-line people, who want to know what we’re hearing and what’s being requested.”

Thriving in a Competitive Environment

The rise of mass-market alarm companies and new competitors from the telecommunications sector have significantly impacted the security services industry. Many consumers have gravitated from traditional, full-perimeter solutions that might cost $2,000 to low-priced systems—often just $99—marketed by larger companies. Certain alarm businesses have experienced a sharp drop in installation revenue coupled with a higher breakeven point on service contracts, with an 18-month average now stretching to 24 months.

“We adjusted to new market conditions, changing our pricing strategies and marketing plans. Companies that did not adjust saw business dry up or lacked the recurring revenue needed to support low-price-point systems,” Matt says.

Blanche adds, “Matt allows us to be creative and adjust to changing circumstances. Hoffman Security has always been able to respond quickly to market conditions.”

The Rise of the Hoffmanians

“We take what we do very seriously: our business is protecting property and lives,” Matt says. “At the same time, we enjoy what we do; it’s a core value. We like to do fun things together, like picnics and parties, to keep employees engaged

“Hoffmania” is a popular company event that builds camaraderie across departments. Teams of four employees participate in an “Amazing Race”-type competition, using clues to solve problems or accomplish physical challenges at company and client sites. The top three teams to complete the competition’s 13 levels win cash prizes, including $2,000 for the winning team. Leading up to the event is a Spirit Award competition involving decorations, team uniforms, even dance routines. The winning Spirit Team receives a head start in the race.

The cross-departmental competition teams are chosen by “Game Master” Brian Briggs. “The experience really helps build relationships. Everyone loves it,” says Mark, a proud member of the team that won the most recent event: “Hoffmania II: Rise of the Hoffmanians.”

Connecting with the Central Valley Community

Hoffman Security is heavily involved with the community. Leadership and employees alike participate with local civic and nonprofit groups, including Rotary, Soroptimist, Boys & Girls Clubs and United Way. Matt recently served as Chairman of the Greater Merced Chamber of Commerce; his brother David is on the board of the Fresno Chamber of Commerce.

“Our team members participate in United Way’s annual Red Nose Day and collect toys for the Salvation Army. We try to be a good member of the community,” Matt says. Many employees are involved in local charities. The company supports their efforts as well.

Happy Employees = Well-Served Customers

“When I joined the business in 1999, we’d train employees but sometimes lose them to competitors offering slightly higher pay. I set a goal of developing long-term team members with a stronger connection to our company. We want them to make their career with us. We’ve done that by investing in them, from increased benefits and training opportunities to quarterly bonus opportunities and a generous 401(k) plan contribution match—up to 9 percent,” Matt explains.

Most Hoffman Security employees have been with the company over five years—many for more than 10. Hoffman provides a quarterly bonus plan tied to achieving company goals as well as to employee seniority. Turnover is low.

Mark notes, “It’s not a job, it’s a career. I don’t plan to leave at any time. I like going to work every day, checking in with current clients and meeting new ones.”

“I’m proud to serve as a resource for our clients,” Blanche adds. “I’m able to channel their needs to our internal departments, from tech support to billing. The little things matter; we go the extra mile to make sure they’re taken care of.”

“Happy, committed team members who are treated well in turn treat our clients well,” Matt remarks.

That philosophy is a win for both clients and employees, who have come to depend on the family-owned company that has built a reputation for delivering peace of mind— keeping Central Valley families and businesses safe and secure for two generations.