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I have a couple of clients with security gates, maybe I look trustworthy but they have given me the codes.
In the past I too have had problem of customers forgetting I am coming so now if I do not have codes I will not take jobs on.
They need to give you the number - simple as that. Keep it professional, don’t go down the line of ‘if I can’t get in I’ll charge you this or that’ – too petty.
If they've booked you for that slot then they need to pay for it. I have a denial of access clause in my contract because I have come up against this a few times. If you rent a dvd and don't watch it you still have to pay for it. If you book a gardener then don't enable him to work then you still have to pay for him.
I have a £10 denial of access charge - used it 3 times on the same customer - I make VERY clear to all with security gates, Either left unlocked, Me given the code, or No visit. I usually bring this up when going to quote to avoid future miss understandings.
I'm nearing the end of the current treatments/services with this property.
I had asked for the code when quoting for the job, but was told a firm no.
(Sometimes in Northern Ireland people are right to be paranoid).
Colin I see your point about being petty so maybe not my best idea.
I would charge the cost of the full visit - I charged one customer £75 plus vat - twice!! It's something I don't do lightly but at the end of the day I run a business and depend on the work to pay my bills and my staff so they can pay their bills.
David Cox said:
You need to have a clause in your terms such as "please ensure access is avaialable to the property from 08:00 (I have this for regular days, so every week on a Tuesday, for instance), gates are unlocked and access is clear."
Why should I be out of pocket because the client is forgetful or awkward? Once is fine, but more than that and they get either a cancellation charge or an extra charge if I have to deal with more work the next visit. If you can't get access, you can't do the job, but you've booked the time out and can't be expected to just go home and watch Jeremy Kyle, and then come along another day and let someone else down.
If the gate is locked, they've parked a car blocking mower access, piled garden furniture against a gate, not given you the code, it's their problem. Stick it in writing from the outset, be firm about enforcing it if they are a repeat offender, and always think twice about taking a client on if they are difficult about things like keys or codes!