What’s the thought process behind asking the security guard for help with non security related problems? What makes people think security can help?

People often find comfort in approaching some one who appears to have authority and is in an easily identifiable uniform for whatever venue, business or location is. Usually security has the info needed or knows who they can contact and has that contact information. Also many people feel safer approaching someone who clearly works at the place they are employed as security for then compared to randomly choosing a stranger who may or may not be an employee.