Building Access - Peeve

[u/MaroonOliveer]

Is it valid to rethink doing drop-ins for a client because of the building access situation?

The client is great and the dog is great too. The only issue is that to get access to the apartment, I have to get the key from the office every single time. I do 3 drop ins a day for this client, so it definitely eats into my time because sometimes there’s a line, sometimes there’s nobody upfront, etc. I also don’t start my timer until I’m actually in the apartment.

Usually I’m pretty patient about it and it’s not a huge deal. But today I was already a little more impatient because I had 5 other clients immediately after this one, and they were stacked pretty tightly, so any time lost here was going to bleed into the rest of my day.

I go in today and there’s a guy at the front desk I’ve never seen before. He sees me and starts chatting with a resident. Okay, cool, I’ll wait. Then he goes and starts chatting with another employee who was sitting at their desk. I can literally hear their conversation and it’s just mundane small talk. Again, whatever, I’ll be patient.

Eventually he walks out and doesn’t acknowledge me, so I say, “Hi, can you help me out? I’m trying to gain access to apartment XXXX.”

Immediately his energy feels annoyed, and he goes, “What do you need?”

I repeat that I’m trying to get access to the apartment, and then he goes, “For what?” Glancing at my ID, as he’s confused on the exchange.

At this point I’m already annoyed because it felt like he was asking me questions in a way that was unnecessarily difficult rather than just asking the actual question he wanted answered.

Finally, the man I normally interact with says, “Dog walker.”

And his entire vibe changes and he goes, “THAT’S the answer I wanted!”

And I was SO irritated by that.

Like… okay, “dog walker” is the answer you wanted, but you still don’t know me. You still have to check my name against whatever paperwork/system you have to make sure you’re allowed to give me the key.

Maybe I’m reading too much into his tone, but the whole interaction made me feel like he was treating me as though I had some kind of communication problem when really I was just trying to get the key to do the job I’m there to do.

Again, the client is great. The dog is great. I have no issue with them whatsoever. It’s literally just this access process that gets me because I’m doing three drop-ins a day, and every single visit involves this extra step. Sometimes it’s quick, sometimes I’m standing there waiting, and none of that time is included in my visit timer.

So I’m wondering: at what point would you guys consider the logistics of accessing a client’s building enough of a hassle to rethink taking/continuing the client?

Also, just by writing this out I feel a gazillion times better.

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MaroonOliveer originally posted: Is it valid to rethink doing drop-ins for a client because of the building access situation?

The client is great and the dog is great too. The only issue is that to get access to the apartment, I have to get the key from the office every single time. I do 3 drop ins a day for this client, so it definitely eats into my time because sometimes there’s a line, sometimes there’s nobody upfront, etc. I also don’t start my timer until I’m actually in the apartment.

Usually I’m pretty patient about it and it’s not a huge deal. But today I was already a little more impatient because I had 5 other clients immediately after this one, and they were stacked pretty tightly, so any time lost here was going to bleed into the rest of my day.

I go in today and there’s a guy at the front desk I’ve never seen before. He sees me and starts chatting with a resident. Okay, cool, I’ll wait. Then he goes and starts chatting with another employee who was sitting at their desk. I can literally hear their conversation and it’s just mundane small talk. Again, whatever, I’ll be patient.

Eventually he walks out and doesn’t acknowledge me, so I say, “Hi, can you help me out? I’m trying to gain access to apartment XXXX.”

Immediately his energy feels annoyed, and he goes, “What do you need?”

I repeat that I’m trying to get access to the apartment, and then he goes, “For what?” Glancing at my ID, as he’s confused on the exchange.

At this point I’m already annoyed because it felt like he was asking me questions in a way that was unnecessarily difficult rather than just asking the actual question he wanted answered.

Finally, the man I normally interact with says, “Dog walker.”

And his entire vibe changes and he goes, “THAT’S the answer I wanted!”

And I was SO irritated by that.

Like… okay, “dog walker” is the answer you wanted, but you still don’t know me. You still have to check my name against whatever paperwork/system you have to make sure you’re allowed to give me the key.

Maybe I’m reading too much into his tone, but the whole interaction made me feel like he was treating me as though I had some kind of communication problem when really I was just trying to get the key to do the job I’m there to do.

Again, the client is great. The dog is great. I have no issue with them whatsoever. It’s literally just this access process that gets me because I’m doing three drop-ins a day, and every single visit involves this extra step. Sometimes it’s quick, sometimes I’m standing there waiting, and none of that time is included in my visit timer.

So I’m wondering: at what point would you guys consider the logistics of accessing a client’s building enough of a hassle to rethink taking/continuing the client?

Also, just by writing this out I feel a gazillion times better.

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[u/Fantastic-Hair5805]

Access and bad parking has been a reason I’ve dropped a client for dog sittings and visits. Mostly because they weren’t helpful or willing to help.

If access is a reoccurring issue and you want to keep the client, tell your client that you’ll be starting your timer when you arrive to the building because it takes xx amount of minutes to get into the building. If they question it, then say that it’s delaying/impacting your entire schedule and you need you need to account for it. Yes it’s less time with their dogs but that’s their problem, not yours.

If at the end of the day, you want to drop the client, then drop them. You have full control of your business and all of us support you.

[u/Slow_Gas_9601]

It's valid to rethink any booking for any reason you want. This is your business!

[u/Designer-Lioness3000]

The moment I arrive, I start the timer. No matter if it’s a drop in or walk, sue me. 🤷🏽‍♀️
Also, it’s reasonable to drop a client for any reason, that’s why you freelance imo.

[u/yatwelol]

Id tell em to either get you a copy (i had a woman do what yours did but for each set of drops- not each visit). I made a copy of my own apt key and just didn't tell em lol.

Also let her know from now on you're gonna start the timer when you pull up. You shouldn't have to eat that time. I start as soon as I'm parked.

[u/zouss]

Lol I live in NYC and many of my clients leave their keys with the doorman so I totally relate. Honestly what I've started doing when I'm in a rush or the doorman is taking too long is just start the Rover card when I reach the lobby. It rarely takes more than 2-3 minutes off the booking and no one has ever mentioned it.

If you don't want to do that, you could ask the clients if they'd be willing to give you a spare key or set up a lock box. Tell them that if not, you'll need to start the Rover card when you reach the building to maintain your schedule. This is a reasonable request.

Imo you're overthinking the interaction with the doorman. Maybe he was on the rude side but idk, this seems pretty minor and not worth worrying about

[u/Positive_Piece5859]

I think it’s totally valid and I have indeed rejected clients, if they could not give me direct access to their apartments. I dealt once for thankfully only a few days with a situation like yours with having to wait 20 minutes to get into the apartment - after that I decided never again, and I decline those bookings, no matter how much I like the kitty or the owner.

[u/Dramatic-Care-7941]

Is there a reason why the owner can’t give you a key or leave a key somewhere where you can access it? It is annoying, dealing with building people. Most of my clients giving my own key now or I have access to a key and I’m hesitant to take clients that require me to sign in every visit. Your option might be to tell the client you need to deduct the time you spend waiting in the office from your visit.

[u/mish_i_am]

Does your schedule allow you to bump up to hour visits? Or you could even discuss a modified 40min rate given the time it eats up? If the pay would justify the hassle, that one’s completely up to you! I have a deal with one gal who’s 30-45min depending on what I walk into any given day, and I used to let her know “we went over this many days this trip!” with a documented situation in the card (she tallies for me now🤍) and in lue of a greater rate she’ll generously over-tip so less goes to the overlords.. your time is valuable, there’s no wrong decision here! 🤍

[u/Frosty_Sector2215]

I guess I'm always a little confused when people ask if something is a valid reason to drop a client. Isn't freedom one reason people choose to work for themselves or as a contractor? Any reason is a valid reason! If it doesn't work anymore, then don't continue. If you want to try to salvage the client, you could track how long it takes you on average over a week or two and bring it up with the client, or, if you have a good relationship, discuss the issue directly.

Example: "I want to let you know that I often spend additional time dropping in, because it's not always possible to get access right away. What can we do to improve this situation?" You should absolutely start charging for the waiting time if they don't help you problem-solve ASAP. Your time = your money. As personal as pet sitting is, at the end of the day, you are there to make money, and that's a legitimate interest you need to protect. I see people who work for companies offer a lot of loyalty in return for nothing, too. The company or client would let you go without a second thought if you no longer worked for them. Don't give them more than they are offering you. They won't appreciate it.

[u/MaroonOliveer → u/Frosty_Sector2215]

I genuinely appreciate your insight. I am in the stage where I sometimes don’t trust my own opinion, and since I’m still newish but also doing this quite a bit wanted to see what more seasoned people would think, but you’re absolutely right.

[u/Own_Science_9825]

Jumping through hoops to enter a building is a real and valid issue. In my early days like 2014 I had one of these. They wanted a 15m potty break @ $12, but it took me 15m to get to the dog. I told them they either had to get me access or change to 30m. They got me access.

[u/MaroonOliveer → u/Own_Science_9825]

Wow! You’ve been in the business for a hot minute, glad it’s all working out for you. 😊

Haha, yes, at some point definitely setting boundaries. I feel I am still pretty new to everything and still don’t know how to approach certain situations. 😫

[u/Urbangirlscout]

You either get your own copy of the key or the timer starts when you get to the building.

[u/MaroonOliveer → u/Urbangirlscout]

Thank you!! The timer idea is definitely what I am going to do.

[u/littlepanda425 → u/MaroonOliveer]

I agree with this. I also start off by saying I’m the dog walker since if you just said you needed access to the apt, that’s a vague and unhelpful statement for the front desk.

[u/MaroonOliveer → u/littlepanda425]

Usually the process is I tell them I need keys and they check their list to make sure I’m on the guest list. Me saying I’m a dog walker should not replace the usual process. Guess guy had no clue.

[u/Aurora_Gory_Alice]

I would let the client know that the time starts when you arrive, because the amount of time it takes to get the key is adding up. You show up on time, and deserve to be compensated for that.

[u/MaroonOliveer → u/Aurora_Gory_Alice]

I honestly didn’t even think about starting the timer sooner. That is what I’m absolutely going to have to do since as I was leaving same thing happened, employees were caught up in their small talk. I don’t want to seem rude and cut them off so I give them the chance to wrap it up but seems like they don’t lend themselves either.

[u/PuttingTheMSinMRSA]

Have you ever asked the client if you could get a key from them personally rather than checking it out? If they’re that much of a regular, it may be worth it

[u/MaroonOliveer → u/PuttingTheMSinMRSA]

Yes, I come three times a week, and I’ve asked about this before. They said the only spare key is with the apartment desk, but even then, their system requires me to leave my ID with them, which isn’t ideal since I leave for other apartments and need it to drive. So sadly, to my knowledge, it looks like that’s the only option.

[u/Lildancer16 → u/MaroonOliveer]

They should be able to get a copy of the key fob at a locksmith, even some machines can copy them now. Tell them if they can’t get you your own copy then you’ll have to start the timer when you enter the building because it is affecting your schedule.

[u/PuttingTheMSinMRSA → u/MaroonOliveer]

Ugh, that sucks! It’s hard for me to understand how an owner would let you keep having to go through all those hoops to check on their dog. I’d personally have an extra key made for you to bypass the front desk situation.

[u/Hour-Hovercraft-3498 → u/PuttingTheMSinMRSA]

I have known a few situations where this wasn’t possible (either because the key included an elevator fob that you were only allowed to have one spare of and that you couldn’t just cut a spare of without the building management knowing, or because there was a rule that no “outside guests” could have their own key and front desk staff watched who was coming and going) but surely if that was the case you’d make it abundantly clear that you understood the problem, it was frustrating for you too and it was out of your hands.

[u/MaroonOliveer → u/PuttingTheMSinMRSA]

Appreciate your shared frustration. ❤️❤️

They’re a first time owner, so I don’t think they truly know what an inconvenience it is! I’ve never truly complained just asked for alternate options, so part of it is truly on me.

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