How to avoid customers leaving gates locked (and what to do if they do)
For window cleaners, especially in the UK where properties often have gated gardens, access issues can be a frequent challenge. A locked gate means you can’t complete the job, costing you time and potentially losing you a day’s pay. Here’s a guide to help you prevent this from happening and what to do if you find yourself staring at a locked gate instead of windows to clean!
Set expectations with a clear onboarding process
One of the best ways to ensure gates are left open for you is to establish clear expectations during onboarding. When you first sign on a new customer, use this time to explain the importance of gate access. You might say:
“We aim to provide a high-quality and efficient service, so we ask that gates are unlocked on the day of your scheduled clean. If access is restricted, it may mean we’re unable to complete the job.”
Including this in a welcome email or service agreement reinforces the expectation. A good onboarding process doesn’t just cover access—it sets a professional tone, helps the customer understand their role in the process, and allows you to address other service requirements smoothly.
Provide reminder messages before each visit
A quick reminder the day before can be invaluable. Send a text or email reminding customers of your upcoming visit and gently reminding them to unlock any gates. Here’s an example message:
"Hi [Customer's Name], we’re scheduled to clean your windows tomorrow. Just a reminder to please leave any gates unlocked to allow us access. Thanks for your help!”
Most people lead busy lives, and this nudge serves as a friendly reminder rather than a request. You can even automate reminders if you’re using scheduling software, saving you time and keeping the communication seamless.
Offer a “spare key” option
For customers who regularly forget or are often out when you visit, consider offering a spare key option. Some customers will be happy to give you a gate key, allowing you direct access and avoiding locked gates altogether. Keep these keys secure and labeled professionally to ensure customer trust.
Alternatively, if customers are uncomfortable providing a key, see if they’d be open to installing a coded lockbox or digital lock, which they can update and share with you for use during scheduled visits.
Charge a “missed visit” fee for locked gates
Sometimes, adding a small missed visit fee for locked gates can encourage customers to remember. Inform your customers of this policy upfront, and mention it as a last resort. You might explain that a nominal charge will be applied if you’re unable to complete the service due to a locked gate, as this covers travel and scheduling costs.
If a locked gate does prevent access, a clear policy ensures customers understand the impact on your business while encouraging them to keep gates open for future visits.
Have a backup plan if access Is blocked
Despite all efforts, you may still encounter a locked gate. When this happens, try to be as flexible as possible. Leave a polite note or send a text explaining that you were unable to clean due to the locked gate, and offer to reschedule for an additional fee or include them in the next cycle.
This approach shows understanding but still acknowledges that you were on-site and ready to work. Many customers will appreciate the courtesy and make an extra effort to avoid the situation next time.
Learn from repeat issues and adjust as needed
If you notice a particular customer frequently forgets to unlock gates, you might want to consider an alternative approach for that client—like prioritising properties where access is consistently available. Regularly review your client list to see if you need to reinforce your locked gate policy with a few specific customers, or even decide if they’re worth retaining based on the impact on your schedule.
Consider implementing access-friendly scheduling
Some window cleaners find that scheduling access-challenged properties for times when customers are likely home (like evenings or weekends) can reduce locked gate issues. While it’s not always possible, even a slight adjustment could help with clients who are consistently out during typical work hours.
Get set from the start
Access issues are a common frustration for window cleaners but with a great onboarding process and the right approach, you can prevent many of these situations. Clear communication, a flexible but firm access policy, and proactive reminders all make a difference in building a professional, efficient service. If you do encounter a locked gate, a polite follow-up and option to reschedule keep you in good standing with the customer while maintaining your professionalism. The more proactive you are, the more you’ll minimize disruptions and keep your business running smoothly!