A general question for professional locksmiths

[Oatmealer]

What do you do if you get a call and cannot gain access to the lock? How do you handle the situation as a professional without tarnishing your reputation? If you're a professional locksmith, it's assuming that you're pretty good at what you do, but is there an occasional exception? Any real-life examples to add? I understand being a professional Locksmith is way more than just lock-out calls, but this has crossed my mind a lot lately.

[Squelchtone]

Please note that this forum is primarily for hobbyists, and while we have locksmith members, we are not all locksmiths. I have created a corner of the forum just for locksmiths, and will move your post there.

Squelchtone

[Oatmealer]

Please note that this forum is primarily for hobbyists, and while we have locksmith members, we are not all locksmiths. I have created a corner of the forum just for locksmiths, and will move your post there.

Squelchtone

Thank you!

[RumballSolutions]

Advise the customer that you are not able to open the lock without damage. Assess options for destructive entry and the cost of repair and explain options to customer. Let them decide if they will accept one of those options. If they refuse, then I walk away and wish them the best with their next choice of locksmith - I don't charge a fee if this occurs.

This rarely happens as a professional locksmith has the job assessed before starting and can usually identify if an entry will be an issue from square one. Additionally, if you can explain the issues and processes, most customers are reasonable about the whole thing. Those who are not are the ones that you don't mind leaving to explore their own options.

[cledry]

I tell the customer up front on the phone that not all locks pick or pick easily enough to be worth the effort. I tell them we will get them in but not always at the base cost. If they don't agree then I have lost no time and they still have their money. If I go out they get charged regardless.

[billdeserthills]

I refuse to charge a customer any money if I cannot help them. Last time this came up the client had lost his keys and wanted into
an Assa V10 lock I didn't have any replacement parts for. I explained that I would need to destroy their expensive Assa deadbolt in
order to get in and that I couldn't repair it later (I didn't know where to gets parts for it at the time) They payed me to bust it open
and then I put a used deadbolt on their door until their regular locksmith could come by and replace the Assa lock I had destroyed.

I was really ready to walk away with nothing on that job too, that was the first lock of that type I had busted open and I wasn't that
confident that I could. Fortunately my client believed in me and it wasn't any harder than drilling open an easy safe, when you know how.

I also recall being up against a schlage deadbolt that I could not pick open. These folks were locked out and I was trying anything I could
think of, but I couldn't get in without busting in and they wouldn't authorize me to destroy their deadbolt. No problem & No charge-- I am
usually only too glad to get away from time-wasting people anyhow. They understand and they will call me again, because most if not all
of my competitors would have tried to at least get a service call fee & I try to put myself in their place and not leave that bad taste in the
client's mouth.

If you look toward the future, it isn't this call that makes the big money, it's the next 5 or more. When this guy tells his friends that I didn't
charge him, they will want to call me also, because that is honesty, and integrity

[shutterstuff]

If you look toward the future, it isn't this call that makes the big money, it's the next 5 or more. When this guy tells his friends that I didn't
charge him, they will want to call me also, because that is honesty, and integrity

I pretty much agree with Bill. However, I had one Asian couple that did not understand that I could not get in without drilling open the lock. Lost in translation was the fact that drilling destroys the lock... That was the only residential lock I have ever drilled so far. I have been lucky in finding a window I can open and crawl in if I cannot pick the lock in less than 5 minutes.

I have had more than a couple customers call me back to do other work for them because I explain what I am doing and why. Earlier this week, I did my third house rekey in a retirement neighborhood due to neighbors that actually talk to each other. Word of mouth is priceless!

[74TR6]

I agree; if I can not help the customer, there is no charge Recently had a call to office of local industry; the keypad or battery of smart key type lock had crashed and no one had a key. After a few minutes of no success, I found a window access for a younger and smaller employee to crawl in and unlock door. No charge as I did not access the lock for entry. Visit was not a loss as I was asked to service and change combination on one safe while on site; and was called back a few days later to service another safe

[cledry]

Perhaps it is different with us because we are almost exclusively a commercial locksmith. The residential work whilst important to us is secondary simply because the commercial accounts are demanding of time and labor we simply have to occasionally turn away residential work. The time to say to a customer that I will get you in but if the lock doesn't pick will have to possibly be drilled and replaced at extra cost, is before you go out on the phone. If they don't agree to this then let them move on to the next guy. We are not trying to get everyone's business.

[cledry]

I agree; if I can not help the customer, there is no charge Recently had a call to office of local industry; the keypad or battery of smart key type lock had crashed and no one had a key. After a few minutes of no success, I found a window access for a younger and smaller employee to crawl in and unlock door. No charge as I did not access the lock for entry. Visit was not a loss as I was asked to service and change combination on one safe while on site; and was called back a few days later to service another safe

I would have charged them in this case. You got them in. Who knows you probably would have picked up the safe work if you had charged them.

[billdeserthills]

I went to a lockout the other day, turns out it was a little old lady and she actually had an extra key outside, but she couldn't reach it.
I reached up and got it down for her and she opened the door and I put her key back for her and charged her $25. She was delighted
and I like to take it easy on little old ladies who are on a fixed income.

[cledry]

I went to a lockout the other day, turns out it was a little old lady and she actually had an extra key outside, but she couldn't reach it.
I reached up and got it down for her and she opened the door and I put her key back for her and charged her $25. She was delighted
and I like to take it easy on little old ladies who are on a fixed income.

Why didn't you put the key a bit lower so she wouldn't need to call you next time? Quite a scam you've got.

[LocksportSouth]

I know most customers (and builders) will opt for the cheapest option when it comes to door locks so I'm guessing this problem (hopefully) doesn't come up too often. But I've always thought it must be a bugger to attend a call-out and find an armoured metal door with two Protec deadbolts in it, or something :S. I guess also the lingering question "Are they a lock enthusiast, a paranoid individual or a gangland drug runner".

[cledry]

I know most customers (and builders) will opt for the cheapest option when it comes to door locks so I'm guessing this problem (hopefully) doesn't come up too often. But I've always thought it must be a bugger to attend a call-out and find an armoured metal door with two Protec deadbolts in it, or something :S. I guess also the lingering question "Are they a lock enthusiast, a paranoid individual or a gangland drug runner".

I have no trouble at all opening those sort of locks. Fortunately the most I ever run into is a couple of Medeco locks on a door. One I had was from Locksport enthusiast (otherwise known as a time waster) who thought it would be fun to waste my valuable time. Charged him a service call for his trouble and left him laughing believing his locks were secure. Don't call me if you aren't really locked out.

[jeffmoss26]

I know most customers (and builders) will opt for the cheapest option when it comes to door locks so I'm guessing this problem (hopefully) doesn't come up too often. But I've always thought it must be a bugger to attend a call-out and find an armoured metal door with two Protec deadbolts in it, or something :S. I guess also the lingering question "Are they a lock enthusiast, a paranoid individual or a gangland drug runner".

I have no trouble at all opening those sort of locks. Fortunately the most I ever run into is a couple of Medeco locks on a door. One I had was from Locksport enthusiast (otherwise known as a time waster) who thought it would be fun to waste my valuable time. Charged him a service call for his trouble and left him laughing believing his locks were secure. Don't call me if you aren't really locked out.

I would have charged him double