How do you handle aggressive dogs on a property?
This is one of those policies I think every home service business should have clearly defined.
In our business, if we arrive to service a yard and an aggressive dog is outside, we leave the yard immediately.
We do not try to “see if the dog is friendly.”
We do not try to finish quickly.
We do not assume the customer knows the dog is out.
The process is simple:
- Exit the yard
- Secure the gate if possible
- Knock or ring the doorbell
- Call and text the customer
- Wait for a response if the schedule allows
- Leave if there is no answer
Some dogs are just excited or curious.
That’s different.
But if a dog is showing aggressive behavior, the job stops.
For certain properties with a history of aggressive dogs, we also require written confirmation from the customer before entering the yard.
That protects the technician, the customer, and the business.
I know some customers may feel like we are being overly cautious, but a dog bite can turn into a serious issue very quickly.
It can affect:
- Employee safety
- Workers’ comp
- Insurance
- Customer relationships
- Route timing
- Future service decisions
I’d rather explain a skipped visit than have a technician get hurt trying to complete a job that was not safe.
This also has to be communicated clearly during onboarding.
Customers need to know that service depends on safe access to the property.
If the dog is aggressive or cannot be safely secured, we cannot complete the job.
What is your policy when there is an aggressive dog, unsafe access, or a customer-controlled issue that prevents service?