when you take on new customers, you should be asking the questions at quote stage re: locked gate, need a phone call before etc etc. This can then be factored into the price you quote. Always ask them what regularity they want, most will ask how often do you come round this way and you can then say monthly (or whatever it is you do.) and we wil build you into that round for £xxxx. If the customer says I would like to make it by appt only then it's up to you to say yes or no. We price differntly for ones who want to make an appt, cos they won't phone that regularly. We give them 3 prices, the normal monthly price. a 2 monthly price and we explain that anything more than those time scales are classed as a one off and will be £xxxx plus 20% for every month thereafter. So if it goes to 3 months £50 (or whatever) 4 months "£50 plus £10, 5 months £50 plus £20 and so on. Give it to them in writing. We find that appt only customers use you only once in a blue moon anyway, so price it well