"The most important thing in the security business? Empathy!"
Interview with Steffen Koch, Managing Director of Schmitt Security GmbH & Co. KG
The muscular bouncer who dismisses guests at the entrance in a brusque tone has nothing to do with today's security personnel, emphasizes Steffen Koch, Managing Director of Schmitt Security GmbH & Co. KG, which among other things, manages renowned concerts and festivals like Wacken Open Air and Nature One. He revealed in the interview what qualities good personnel with guest contact actually need to bring and why he still pushes 20-hour shifts at events even after taking over the management.
Wirtschaftsforum: Mr. Koch, with Schmitt Security GmbH & Co. KG, you have been providing security for many years at prominent festivals, concerts, and other large events.
Steffen Koch: And much more – after all, our employees are the first ones the visitors meet at the entrance, and the last ones to say goodbye at the end of the event. This makes them crucial in determining whether the guests have a pleasant evening or leave disappointed and in a bad mood from the arena or festival grounds.
Wirtschaftsforum: So the heavy-set security man with a stern look is a thing of the past?
Steffen Koch: These times are absolutely over in the reputable security industry – the organizers know this too. Time and again, we hear from our clients in conversations: "We don't want bouncers!" That would be completely unthinkable at today's events anyway – because a type who even remotely fits this stereotypical image would immediately stand out unpleasantly at any electro festival.
Wirtschaftsforum: What qualities should good employees with guest contact have?
Steffen Koch: Besides a clean police record, primarily empathy and communication skills. We don't care about appearance – we employ many colorful people. We might not necessarily send them to a pop festival, but they are ideal for a beautiful festival. They need to be open, able to respond to the feelings and needs of other people, and ideally speak multiple languages – nowadays we also employ many people with a migrant background who, in addition to German, English, and French, can also speak Arabic or Farsi. Many do this work as a part-time job, often for years, in some cases for two decades now. Trust is essential, which is why we also want to get to know employees who come to us through staffing agencies.
Wirtschaftsforum: Against this backdrop, have the expectations of event guests also changed?
Steffen Koch: Openness is essential. A few years ago, we were at an industry event where we could exchange ideas with typical festival goers. And when we asked them who they would turn to if they were harassed or robbed at a festival, no one mentioned the security staff – they didn't feel comfortable with them. In response, we made our patrols even more friendly and focused more on openness and empathy. The feedback was fantastic.
Wirtschaftsforum: You yourself started at Schmitt Security in the founding year 1998. Since January 1, 2024, you have been the CEO of the company – and yet still present at many festivals.
Steffen Koch: Not despite, but because of it! Even though many administrative tasks fall to me today, I never want to lose touch with what characterizes us as a company – working at festivals and concerts. Although this can be really exhausting with 20-hour days, it's not a dreaded obligation but a huge passion – for myself as well as our project managers.
Wirtschaftsforum: What fascinates you about it?
Steffen Koch: If you've ever stood on the other side of the stage and seen how much fun and excitement a guest has at such an event – when they see the band they've always wanted to experience live for the first time – you'll feel a tremendous emotionality in that moment that no one can take away from you. Even after more than 20 years in the business, I am still blown away by an awesome show.