Phone Intake to Verify the Caller Before a Lockout Job

Gives you a clear set of questions to ask on the phone so you can judge whether the caller is the rightful owner or an authorized person before you dispatch.

LocksmithHome Services and Trades✓ Checkedv1.0

Before and after

BEFORE · what the owner typed

Took a call 10 min ago. Woman says shes Adaeze Klein, locked out of her house at 8129 Brighthill Rd in Irondale. Callback 262-555-0194. Says she owns it, bought it about six years ago, mortgage is in her name. Lives there with her husband Adrian Lang but he's at work and not picking up. Spare key is with her neighbor Agnes Livingston but neighbor is not home. Front door is a deadbolt, back door has a slide bolt from inside. I asked what the dog's name was cause she said theres a dog inside, she said Pickle and he's a Xoloitzcuintli. Said the mail on the porch is addressed to her. She said she can show her license and a utility bill. Our policy is photo ID plus something with the address on it, tech checks both before drilling or picking anything. She hesitated when I asked how long they've been there, first said 6 years then said maybe 5. Business is Cranehill Lock and Key.

AFTER · what the skill produced

Lockout Intake Record, Cranehill Lock and Key

Caller: Adaeze Klein, callback 262-555-0194

Location and what is locked: 8129 Brighthill Rd, Irondale. Front door with a deadbolt. The back door has a slide bolt on the inside.

Relationship to the property: Says she is the owner. Says she bought the home about six years ago and the mortgage is in her name.

Answers to the verification questions:

Lives there with her husband, Adrian Lang. He is at work and did not answer her calls.
A spare key is with her neighbor, Agnes Livingston, who is not home.
A dog is inside. She gave the name as Pickle and the breed as a Xoloitzcuintli.
Mail on the porch is addressed to her.
She says she can show her license and a utility bill.

Anything that did not match: When asked how long they have lived there, she first said 6 years, then said maybe 5. This may be nothing, but it is noted for the tech.

Proof to check on arrival: Photo ID plus something showing the address. The tech checks both before drilling or picking anything. We recommend checking that the name on the ID matches the name on the utility bill and the mail.

Recommendation: The answers mostly fit an owner locked out of her own home. The small difference on how long she has lived there is worth a quick friendly question at the door. We recommend dispatching only if the in-person check passes. A dog is inside, so we recommend the tech confirms the dog is calm and safe before entering. If anyone is in danger inside, call emergency services first.

Questions for the owner

What do you want to quote the caller for arrival and the lockout service? No price was given.
Should the tech try to reach Adrian Lang to confirm before starting, or is the ID check at the door enough?

What it does

Gives you a clear set of questions to ask on the phone so you can judge whether the caller is the rightful owner or an authorized person before you dispatch. It then writes up the answers as a short intake record for the job file and tells you what to check in person at the door.

Use it when: Use when a locksmith is on the phone with someone asking for a lockout job (home, car, or business) and needs a set of intake questions to confirm the caller is the rightful owner or authorized person, such as "verify the caller," "are they the owner," or "lockout intake script."