Your Customers Have Complaints — Listen to Them

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Steve Jones began working at Universal Protection Service in 1996, when it reported about $12 million in annual sales. He has since built the Santa Ana-based firm, now called Allied Universal, into the largest US security firm, with a workforce of 210,000 and an estimated $7 billion in sales this year. The following is an excerpt about Jones’s first day on the job at Universal Protection Service, taken from his recently published book,


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