Lock-Out Procedure
Lock-Out Procedure
Getting locked out of a home can happen in a couple of ways, like the customer forgetting we are coming and not being there to let you in, or the key or garage code they gave us doesn't work right, or even you get in the house OK, but then accidentally lock yourself out somehow like forgetting the binder in the house so you don't have the door code. In all these scenarios, this is exactly why we say it is critical to keep you phone in your apron or back pocket.
When you arrive at the customer's property it's important to knock on the door, even if you have a key.
After knocking for a while please check to see if any doors are unlocked, if so and when you enter please announce yourself.
If you cannot gain access to a home please start keeping track of your wait time.
Contact the office via text message to let a manager know that you have not been able to gain access to the property.
We'll either give you the customer's phone number to contact them directly or the office will reach out to the customer and come up with a plan. We will also send them an email advising them that we're not able to access the home.
If the customer does not answer our phone call we will typically have you wait for about 15 minutes to see if the customer returns the phone call or shows up at their home.
Once 15 minutes has gone by and the customer has not contacted the PRO or the office the office will send you a text message for the next steps.
Beware of doors that automatically lock. If you need to exit the home to get additional supplies out of your car please be sure the bring the key with you as a precaution. If you lock yourself out of a home please contact the office immediately. It is also very important to keep your phone on your for instances like this.
Another instance of a lock out is when you show up at a customer's home and they say they weren't expecting a cleaning. If this happens please let the office know and advise the customer that someone from the local office will be reaching out to them regarding this. We will advise you of the next steps accordingly.
Customer's are reminded in three ways that they have a cleaning:
Service Calendar
Reminder phone call 2 days before service
Reminder email 2 days before service