Getting that sweet, sweet RMR under contract is only good… if you can keep it.

Most security and life safety companies obsess over selling monitoring and stacking new accounts. But the best operators know the real game is retention — because attrition kills cash flow, collections, and enterprise value.

In this episode of Entry & Exit, Stephen Olmon and Collin Trimble (Alarm Masters, Houston) break down the customer success systems they built to protect RMR: first-call resolution, zero missed calls, tighter case handling, better onboarding, and a knowledge base that turns your team into a force multiplier.

They also explain why customer success is bigger than “customer support” — billing, contract admin, and every post-sale touchpoint either reinforces trust… or quietly pushes customers toward a competitor.

If you run a security, alarm, fire, or life safety company, this episode is a tactical playbook for keeping more of the RMR you already earned.

What You’ll Learn

• Why RMR isn’t real until it’s retained
• The difference between customer support vs. customer success
• How first-call resolution and being reachable reduce churn
• A simple way to track repeat issues (the “red account” approach)
• How virtual / remote team members can handle most Tier 1 requests

Connect

Stephen Olmon — https://x.com/stephenolmon

Collin Trimble — https://x.com/TXAlarmGuy

More Entry & Exit — https://www.entryandexit.co/

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