Handling Difficult Customers – Lessons from a London Locksmith | AMZ Locksmith

Handling Difficult Customers – Lessons from a London Locksmith

As a local locksmith in West and North West London, you meet all kinds of customers – most are great, some are in a panic, and a few are… well, challenging. This blog looks at how professional locksmiths handle difficult customers while still protecting their time, reputation, and sanity.

Recognising the Red Flags Early

  • They change the story about what needs doing several times.
  • They hint about other quotes being “much cheaper” before you even arrive.
  • They’re slow to confirm appointment times, or keep saying “just come whenever.”
  • They try to rush you into a price before you’ve seen the lock or door.

Real-World Example – The Job That Wasn’t

Recently, we had a booking in Harlesden. The customer’s daughter confirmed for 11am the next day after we spent over an hour the night before trying to open the lock without damage. When we arrived, we discovered they’d already brought in a handyman who simply forced the door open – without telling us. No call, no message. Just wasted time and travel.

While frustrating, situations like this are a reminder to set clear communication policies and spot the early signs of potential issues.

How We Handle It Professionally

  1. Stay calm and polite – Never get personal or emotional in front of a customer, no matter how tempting.
  2. Document your time – Keep notes of when you arrived, what work was done, and any delays caused by the customer.
  3. Set a cancellation policy – Even if you don’t always enforce it, it makes people think twice before wasting your time.
  4. Walk away if needed – Sometimes the best decision is to let the job go and avoid potential bad reviews or disputes.

Why Communication Matters

Good customers appreciate when you keep them informed, and locksmiths deserve the same in return. Whether you’re calling a locksmith in Acton, Willesden, or Harlesden, mutual respect makes the job smoother for everyone.

Tips for Customers

  • Confirm the booking time in writing.
  • Notify the locksmith immediately if you’ve found another solution.
  • Respect that locksmiths plan their day around your booking.

Need a Reliable Locksmith Who Puts You First?

At AMZ Locksmith, we believe in honest work, clear pricing, and zero hidden fees. We serve Acton, Harlesden, Willesden, Chiswick and across West & North West London with 24/7 emergency locksmith services.

📞 Call AMZ Locksmith Now

FAQs

Do locksmiths charge for cancelled jobs?

Many do if the cancellation happens last-minute, especially if they’ve already travelled.

What’s the difference between a locksmith and a handyman for a lockout?

A professional locksmith uses non-destructive entry methods where possible, avoiding unnecessary damage. Handymen may force doors open, which can cause extra repair costs.

Can I rebook after cancelling?

Of course – just be upfront and give as much notice as possible so the locksmith can fit you back into their schedule.

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