Locked Gates and Skipped Stops, a Pool Route Policy
Set a clear policy for locked gates and skipped pool stops, with a step-by-step sequence at the gate, billing options and sample wording for customers.
A locked gate costs you more than the wait. It breaks your route order, delays every later stop and may leave a pool untreated for a week. A written policy makes each decision fast and keeps customers treated the same way.
Money and legal points depend on where you work. Check your state's rules and have a local attorney review the wording in your agreement.
What a locked gate really costs
A route minute is your cost per route hour divided by 60. At the example rate of $57 an hour from the pricing guide, a route minute is $0.95.
Example numbers:
- Wait 10 minutes at the gate: 10 x $0.95 = $9.50
- Come back on another day, with 20 minutes of extra driving: 20 x $0.95 = $19.00
- Total cost of one lockout: $28.50, before counting the visit revenue you did not collect
If you do not bill for lockouts, you absorb that cost and the pool goes a week without service. Work out the cost for your own route and set the policy to match.
Prevent most lockouts
- Collect access details at signup. Gate code or key location, whether there is a lock, where the dog stays, and who to call.
- Test access on the first visit. Do not wait for the second.
- Record changes. When a code changes, update your notes the same day. See storing gate codes safely.
- Put the policy in the agreement. Customers who read the rule before the first lockout rarely argue about it later. See pool service contract.
- Send a heads-up. A short message the day before can catch a changed code or a gate that will be locked.
The sequence at the gate
- Check the code or key in your notes and try it once.
- Look for another approved entrance listed in your notes.
- Call or text the customer. Say where you are and how long you can wait.
- Wait the time your policy sets.
- Take a photo of the gate or lock that shows the time.
- Leave a note or send a message that the visit was missed and why.
- Record it in your log, and move on to the next stop.
The photo and the log entry are your proof if the customer disputes the charge. Photo proof for pool service covers what to capture.
Do not climb a fence or open a gate you were not given access to. Entering without permission can create legal trouble, and a loose dog can hurt you. Ask a local attorney about your state's rules on entry.
Policy options
Choose one rule and apply it to everyone.
| Policy | How it works | Watch for |
|---|---|---|
| Bill every lockout | Full visit price for any visit you cannot complete | Customers who feel punished for a mistake |
| First one free | Waive the first lockout, bill later ones | You still absorb the cost of the first |
| Reduced fee | Charge a trip fee lower than the visit price | You need to explain how you set it |
| Make up visit | Reschedule within a set window at no charge | Eats a slot on another day |
Whatever you choose, state it in the agreement and in the signup message.
Other reasons for a skipped stop
| Reason | Common decisions to put in your policy |
|---|---|
| Customer asks to skip | Bill or credit by your terms, and ask for notice |
| Pool closed or covered by the customer | Pause service, or bill a reduced fee |
| Weather, such as lightning | Skip for safety and decide whether to make up the visit |
| Unsafe conditions at the pool | Do not work. Record why and tell the customer |
| Loose dog or aggressive animal | Do not enter. Message the customer and record it |
| You are sick or the truck is down | Make up the visit or credit it. Tell the customer early |
Rain weeks bring their own scheduling problems, so write a weather rule too.
Sample wording
Example message at the gate: "Hello, this is your pool service. I am at your gate and cannot get in. Can you open it or send the current code? I can wait until a set time before I move on to the next stop."
Example message after leaving: "I was not able to service your pool today because the gate was locked. Our agreement lists how missed visits are handled. Please call or text so we can set up the next visit."
More wording is in customer message templates.
Chemical safety when you cannot get in
Do not leave chemicals outside a locked gate or in a place anyone can reach. Keep them in your vehicle, stored and secured as the label and SDS require. Never mix chemicals to save a trip.
Mistakes people make
- No wait rule. Some days you wait 5 minutes and some days 25, and customers notice.
- Charging without telling anyone. A fee the customer has never heard of becomes an argument.
- Skipping the photo. Without it, a dispute is your word against theirs.
- Never updating access notes. Most lockouts come from stale notes.
- Letting the pool slide. If a pool has been missed twice in a row, treat it as a priority at the next visit and tell the customer what you found.
Common questions
What should I do when a customer's gate is locked?
Check the code in your notes, call or text the customer, wait the time your policy sets, photograph the gate with a timestamp and move on. Do not climb the fence or enter without permission.
Should I charge for a visit when I cannot get in?
That is your policy to set and to put in your agreement. You can charge when the cause is on the customer's side if the agreement says so. Check your state's rules and have an attorney review the wording.
How long should I wait at a locked gate?
Pick a fixed wait, like 10 minutes, and apply it every time. The cost of waiting is your route minute rate times the minutes.