For professionals in the life safety and property protection industry—such as alarm and fire inspection technicians, encountering dogs on customer premises is a common challenge. While some pets are friendly and curious, others can be aggressive, especially when alarms are triggered, or unfamiliar individuals enter their territory. Ensuring personal safety while respecting the customer’s pet and their wishes is crucial to maintaining a professional and secure work environment.
Ken Kirschenbaum in a recent Newsletter was recently asked about the liability in a situation where a technician is bitten. This important question led to this article which outlines best practices for dealing with dogs on customer premises, liability concerns, and how professionals can mitigate risks while upholding safety standards.
Dogs are protective by nature, and their reactions to an alarm technician’s presence can be unpredictable. Even a well-behaved dog may become stressed or aggressive when alarms sound or strangers enter their home. Key risks include:
- Bites and physical injury – Dogs may react aggressively to perceived threats.
- Allergic reactions – Some professionals may have allergies to pet dander.
- Interference with work – A dog’s curiosity or anxiety may disrupt inspections or installations.
- Liability issues – In the event of a dog bite, questions of liability and workers’ compensation arise.
Best Practices for Professional Safety and Customer Relations
Pre-Visit Communication
Before arriving at a customer’s home or business, clear communication can help prevent potential issues.
- Ask about pets – When scheduling the appointment, inquire if dogs or other animals will be present.
- Request proper containment – Politely request that dogs be secured in a separate room or area before arrival.
- Clarify company policies – If company policy prohibits working in a home where an unsecured dog is present, communicate this in advance to avoid conflicts.
On-Site Safety Precautions
Once on-site, technicians should take necessary precautions to ensure their safety:
- Assess the situation – Before entering, check for signs of an unsecured dog, such as barking or scratching at the door.
- Do not assume friendliness – Even if a customer insists their dog is friendly, always maintain a cautious approach.
- Avoid sudden movements – Move slowly and avoid actions that may startle the dog.
- Minimize noise disruptions – Explain to the customer that alarms may distress the dog and request that they secure their pet during testing.
- Carry deterrents if necessary – Some professionals carry dog deterrent spray as a last resort in case of an aggressive encounter.
Handling an Unsecured or Aggressive Dog
If a customer refuses to secure their pet, or if an aggressive dog is present, professionals should:
- Politely but firmly refuse service – If the customer does not contain the dog, inform them that the appointment cannot proceed due to safety concerns.
- Follow company policy – Ensure all technicians are aware of the company’s stance on handling pets in the workplace.
- Report incidents – If a dog bite occurs, document the incident immediately and seek medical attention if necessary.
Legal and Liability Considerations
According to legal expert Ken Kirschenbaum, employees injured by a customer’s pet may seek compensation through Workers’ Compensation. Additionally, they may have a legal claim against the property owner. However, employers cannot sue customers for lost work due to an employee’s injury.
Employers should:
- Ensure Workers’ Compensation coverage – This protects employees in case of injuries.
- Include pet-related clauses in service agreements – Contracts should state that customers must provide a safe work environment, including securing pets.
- Consult legal counsel – Businesses should review liability concerns with a legal expert to ensure proper risk management policies.
Respecting the Customer’s Wishes and Maintaining Professionalism
While safety is the priority, respecting the customer’s pet is also important for maintaining a positive relationship.
- Remain calm and professional – Avoid reacting negatively to a customer’s pet.
- Educate the customer – Politely explain why securing the pet is necessary for both safety and efficiency.
- Offer rescheduling options – If the customer is unwilling to contain their pet, offer to return at another time when the dog can be secured.
Dogs on customer premises pose a potential safety risk for alarm and fire inspection professionals. By implementing clear policies, communicating expectations with customers, and taking necessary precautions, companies can minimize the risk of injury while maintaining professionalism. Ultimately, prioritizing safety while respecting customer preferences fosters a positive working relationship and ensures a safe environment for all parties involved.
Also don’t forget to reach out to Ken Kirschebaum should you need contracts or forms for your business. He can even add the correct clauses for just this type of situation. Ken Kirschenbaum, Esq, Kirschenbaum & Kirschenbaum PC Attorneys at Law, 516 747 6700 x 301, ken@kirschenbaumesq.com, www.KirschenbaumEsq.com