Customer No-Show + Lockout Protocol Reference

Why this matters

Customer not home for the appointment, doesn't answer door, can't be reached - these calls cost service businesses real money. Truck driving, tech time, lost productivity. The tech who follows the right protocol minimizes loss + protects business + customer. This is the field card.

At arrival

Standard arrival procedure:

1. Verify address matches dispatch
2. Knock at front door
3. Ring doorbell if present
4. Wait 2-3 minutes
5. Try alternate access (side door, gate)
6. Call customer's phone (cell first, then home)
7. Text customer if no answer
8. Wait additional 5-10 minutes

Total: 15-20 minutes before declaring no-show.

During wait

While waiting:

• Don't sit in driveway (looks suspicious to neighbors)
• Park visibly in front of house
• Note license plate in case neighbor calls police
• Don't peer in windows
• Don't try doors (could be trespassing perception)

Some companies have signs ("Service tech on site") to put on truck windshield.

Common scenarios

Customer forgot:

• Most common no-show
• Customer apologetic when reached
• Reschedule fee may apply

Customer at work:

• Forgot to take time off OR has emergency
• Sometimes spouse expected to be home
• Reschedule

Customer asleep:

• Especially morning appointments
• Knock louder; doorbell repeatedly
• Sometimes works; sometimes need to call

Customer outside / yard / pool:

• May not hear knock
• Walk around (carefully) to check
• Call phone OR yell hello

Customer left key / access:

• Should be specified in pre-job notes
• Key in lockbox; access code
• Verify before entering empty home

Customer had an emergency:

• Sometimes customer ER trip OR family emergency
• Cell phone won't be answered
• Reschedule when contact restored

Wrong address:

• Maps OR dispatch error
• Verify with customer name + neighbor

Customer thought it was different day:

• Confusion about scheduling
• Customer may not be aware
• Reschedule

Calling the customer

When you call:

• Identify yourself + company
• "I'm at your home for your scheduled service"
• Wait for response
• "Are you available to step out to meet me?"

If customer answers:

• They may be on the way
• They may be at work + forgot
• They may say "come back later"

Decisions: based on schedule + customer relationship.

Text fallback

Text if customer doesn't answer phone: "Hi [Customer], this is [Name] with [Company]. I'm at [address] for your appointment. Are you available?"

Some customers respond to text faster than phone. Wait 5 minutes after.

Time waiting

Each company has policy:

• Total time on site: 15-30 minutes typical
• Some allow longer for verified customer en route
• Some immediate no-show after 15 min

Track your time on site (clock-in, clock-out).

Decision tree

After waiting + attempting contact:

Customer reached + en route (5-15 min away):

• Wait if schedule allows
• Note delay
• Proceed with service

Customer reached + can't come:

• Reschedule
• Note in record
• Possible reschedule fee

Customer not reached + suspect lockout:

• Wait 15-20 min
• Try alternate contact
• Leave note OR card if unsuccessful
• Move to next call
• Notify dispatcher

Customer not reached + worried about welfare:

• Vulnerable customer + something seems off
• Knock louder; check for car in driveway
• Could call non-emergency line for welfare check
• Don't enter without authorization

No-show fees

Many companies charge no-show fee:

• Trip charge / dispatch fee
• Covers truck cost + lost productivity
• Communicated upfront (in confirmation OR booking)

Customer reaction:

• Most accept (their fault)
• Some dispute (often successful negotiation)
• Some refuse to pay (chase OR write off)

Document the no-show: time arrived, attempts to contact, time departed.

Customer pushing back

Customer may say:

• "You should have called me first"
• "I was right here"
• "Your tech was rude" (when asking for entry)

Be ready:

• Reference the confirmation call / text
• Note your arrival + contact attempts
• Stay professional

Pre-call confirmation

To prevent no-shows:

• Day-before confirmation call / text
• Day-of "on the way" notification
• Customer's pre-job text confirming

The more touchpoints; fewer no-shows.

Service business policy

Common policies:

• No-show fee = trip charge (significant; matches actual cost)
• After 2 no-shows: pre-payment required for next appointment
• After 3 no-shows: cancel customer relationship

Locked-out situations

Customer expected to be home; isn't; key not available:

• Confirm dispatch instructions
• Verify customer's instructions to dispatch
• Call customer (perhaps in shower, traffic, sleeping)
• Wait reasonable time
• Document; move on

Don't attempt to bypass locks. Even with customer's verbal permission over phone. Liability + perception issue.

Lockbox / key access

If customer's setup has lockbox / key:

• Verify access code matches dispatch
• Use only authorized entry
• Lock when leaving
• Note in record

Don't share access code with anyone.

Vacant property service

Different from no-show:

• Customer's empty house (rental between tenants, new construction, vacation home)
• Customer pre-arranged access
• Different scope of trust

For property managers: see related article. Standard practice.

Emergency entry

What if you suspect an emergency? (Customer expected home; not answering; visible distress signs):

• Don't enter without authorization
• Call 911 with concern: "I'm a service tech for [name]; they were expecting me; not answering; concerned for welfare"
• Police welfare check
• Stay on scene until police arrive

Vulnerable customer (elderly, medical condition, sole occupant): higher concern threshold.

Trespassing perception

Standing too long on customer's property:

• Neighbor may call police
• Customer surveillance camera records
• Be visibly there for legitimate reason
• Truck branded; uniform visible
• Don't peer in windows

If you do need to look around (suspected emergency): be visibly professional + non-threatening.

Documentation for no-show

Service record:

• Arrival time
• Knocks / doorbell attempts
• Phone calls + outcomes
• Texts + outcomes
• Departure time
• Photos of door / no-response if needed

If dispute later: documentation supports.

Customer's friendly neighbor

Sometimes neighbor knows:

• "They went out of town"
• "They went to the store"
• "They're at work"

Useful info; thank neighbor; document.

Don't engage neighbor for extended chat; keep moving.

Schedule adjustment

When no-show happens:

• Reduces day's billable productivity
• May fit another call in
• Notify dispatcher
• Dispatcher may reassign next call

A 90-minute window slipping by becomes opportunity for another call OR rest time.

Multi-tech crew

References

• Service business operations standards
• State trespassing law (varies)
• ADA + welfare check considerations
• Manuall internal: Customer Communication Standards, Customer Cancellation + Reschedule