By the Templateez Team · Licensed Attorney · June 2026

Locksmith Intake Forms: What to Capture at Every Service Call

Locksmithing is one of the few trades where a customer's first question is almost always urgent and their second question is almost always about price. Someone is locked out of their car in a parking lot at 10 PM, or a property manager needs thirty units rekeyed before new tenants move in on Saturday, or a business owner's access control panel is flashing an error code nobody recognizes. The range of situations is enormous, the verification requirements are serious, and the pricing variables are complex enough that quoting from memory is a recipe for disputes.

Most locksmiths collect a name, a phone number, and a rough description of the problem. That is a dispatch note, not an intake. A real locksmith intake form captures the service type, property and hardware details, ownership verification, automotive specifics, pricing components, and warranty terms — everything your technician needs to show up prepared, quote accurately, and protect the business from chargebacks, liability claims, and the occasional accusation that you helped someone break into a property they had no right to enter.

Service type: categorize the job before you dispatch

Locksmith work spans a wider range of services than most customers realize, and each category carries different equipment requirements, time estimates, and pricing structures. Your intake form should present clear service categories so the dispatcher and technician both know what kind of job this is before the van leaves the shop:

• Residential lockout — the most common emergency call. Customer is locked out of their home. Requires non-destructive entry techniques, and the technician needs to know the lock type before arriving so they bring the right bypass tools.
• Commercial lockout — locked out of a business, office, or commercial space. Often involves commercial-grade hardware (mortise locks, panic bars, electromagnetic locks) that residential tools cannot open. Authorization verification is more complex — the person calling may not be the business owner.
• Automotive lockout — locked keys in the vehicle. Year, make, and model are critical because entry methods vary dramatically between a 2008 Honda Civic and a 2024 Tesla Model 3. Some vehicles cannot be opened without specialized electronic tools.
• Lock rekey — changing the internal pins so existing keys no longer work and new keys are cut to the new configuration. Common after a move-in, a breakup, a terminated employee, or a lost key. The customer keeps the same hardware but gets new keys.
• Lock change or installation — removing existing hardware and installing new locks. More involved than rekeying and requires knowing the door preparation (bore hole size, backset, door thickness) and what grade of hardware the customer wants.
• Master key system — designing and implementing a keying hierarchy where individual keys open specific doors and a master key opens all of them. Common in apartment buildings, office suites, and institutional facilities. Requires a keying chart and careful planning before any cutting begins.
• Access control — keypad, key fob, card reader, or smartphone-based entry systems. This is increasingly common in both commercial and high-end residential settings. Installation, programming, user management, and troubleshooting are all distinct service types.
• Safe opening — combination recovery, lockout, or safe manipulation. Highly specialized. Requires knowing the safe brand, model, lock type, and whether the customer has any combination reference (partial digits, original paperwork).
• Key duplication — straightforward key cutting from an existing key. The intake question here is whether the key is a standard blank, a restricted keyway (which may require authorization from the lock manufacturer), or a high-security key that cannot be duplicated without a security card.
• Emergency vs. scheduled — this distinction drives pricing more than almost any other variable. An emergency lockout at 2 AM on a Sunday carries a different rate than a scheduled rekey appointment on a Tuesday afternoon. Your intake should capture this explicitly so the customer understands the pricing tier before the technician arrives.

Customer information: more than a name and number

Locksmith intake requires more customer data than most trades because of the verification component. You are not just scheduling a service — you are granting access to a property, and your documentation is your defense if that access is ever questioned:

• Full name and contact information — name, phone, email. For emergency calls, get the callback number first in case the call drops.
• Service address — the property where the work will be performed. For automotive jobs, this is the vehicle location (parking lot, roadside, driveway).
• Property ownership status — owner, tenant, or property manager. This determines what verification you need. An owner rekeying their own home is straightforward. A tenant requesting a rekey may need landlord authorization depending on the lease terms and local law.
• Tenant landlord authorization for rekey — if the customer is a tenant, your intake should note whether they have landlord permission and, ideally, capture the landlord's contact information. In many jurisdictions, tenants have the legal right to rekey their own unit, but landlords are entitled to a copy of the new key. Your form should capture the local rule and document compliance.
• Commercial accounts — for business customers, capture the company name, the authorized representative's name and title, and a purchase order number if applicable. Large commercial accounts and property management companies often require PO numbers for billing, and invoices without them do not get paid.

Property details: what your technician needs before they arrive

A locksmith who shows up to a job without knowing the property type, the number of locks involved, or the hardware brand is going to make a second trip to the van — or worse, a second trip to the supply house. Your intake should capture enough property detail that the technician loads the right tools and stock:

• Property type — single-family home, apartment or condo, townhouse, commercial office, retail storefront, warehouse, institutional facility. Each has different hardware norms and access considerations. An apartment building may require coordination with a building manager. A commercial property may have an alarm system that needs to be disarmed before the door is opened.
• Number of locks — how many locks need service? A single front door deadbolt rekey is a fifteen-minute job. Rekeying an entire eight-unit apartment building with front doors, back doors, and mailbox locks is a half-day project. The count drives the quote.
• Lock brands and types — deadbolt, knob lock, mortise lock, smart lock, padlock, commercial-grade lock. Brand matters because different manufacturers use different keyways, and your technician needs the right blanks. Capture brand if the customer knows it: Schlage, Kwikset, Baldwin, Medeco, Yale, Mul-T-Lock, ASSA ABLOY, Best, Corbin Russwin.
• Door material and thickness — wood, steel, fiberglass, aluminum, glass storefront. Door material affects what installation hardware is needed and whether the existing door preparation will accept the new lock. A hollow-core interior door cannot support a Grade 1 commercial deadbolt without reinforcement.
• High-security locks — Medeco, Mul-T-Lock, ASSA, Abloy, and other restricted-keyway systems require special blanks, sometimes authorization cards, and different pinning techniques. If the customer has high-security hardware, the technician needs to know before they arrive — not after they have already driven to the job and discovered they cannot service the lock with standard tools.
• Electronic and smart locks — Schlage Encode, August, Yale Assure, Kwikset Halo, Samsung, and similar Wi-Fi, Bluetooth, or Z-Wave enabled locks. These require both mechanical locksmithing skills and the ability to troubleshoot electronic components, pair devices, and program user codes. Capture the brand, model, and connectivity type.

Automotive specifics: year, make, and model are non-negotiable

Automotive locksmithing is a specialty within the trade, and the intake requirements are distinct from residential or commercial work. The single most important piece of information is the vehicle identification — and getting it wrong means showing up with the wrong key blank, the wrong programming tool, or no ability to complete the job at all:

• Year, make, and model — this is critical for determining the key type, the entry method for lockouts, and whether specialized programming equipment is needed. A 2006 Ford F-150 uses a transponder key that requires on-board programming. A 2023 BMW X5 uses a proximity key fob that requires dealer-level diagnostic software. There is no guessing here — the wrong year by a single model year can mean a completely different key system.
• VIN — the Vehicle Identification Number allows the locksmith to look up the exact key code from the manufacturer's database, which is essential for cutting a key by code when no original key exists. Capture the full 17-character VIN. Customers can find it on the driver's side dashboard, the driver's door jamb sticker, or their registration and insurance documents.
• Key type — standard mechanical key, transponder key (chip embedded in the head), smart key or proximity fob (push-button start), switchblade key (folding blade), or valet key. Each type has different replacement costs and programming requirements. A standard mechanical key duplication might cost $5. A proximity fob replacement with programming can run $300 or more.
• Proof of ownership — vehicle registration, title, or government-issued ID matching the registration. This is not optional. A locksmith who opens a vehicle or cuts a key without verifying ownership is exposing themselves to criminal liability. Your intake form should document what proof was presented and note the verification on the work order.
• Lockout vs. lost key vs. spare — these are three different jobs. A lockout (keys locked inside the vehicle) requires entry only — no key cutting. A lost key with no spare requires cutting a new key and potentially reprogramming the vehicle's immobilizer. A spare key request means cutting and programming an additional key while the original still exists (which simplifies programming on many vehicles because the original key can be used to authorize the new one).
• Immobilizer programming — most vehicles manufactured after 2000 have transponder-based immobilizer systems that prevent the engine from starting unless the key's chip is recognized. Programming a new transponder key requires specialized equipment (SmartPro, AutoProPAD, IM608, or similar). Your intake should capture whether immobilizer programming is needed so the technician brings the right diagnostic tool and the right software subscription is active for that vehicle make.

Automotive locksmithing shares some verification and documentation patterns with auto repair intake, particularly around VIN capture, proof of ownership, and authorization for work on vehicles the customer may not own outright (leased vehicles, fleet units, vehicles under lien).

Verification and authorization: the legal backbone of the job

No other trade faces the verification burden that locksmiths do. A plumber does not need to prove that the person requesting the service has the right to access the property. A locksmith absolutely does. Your intake form should formalize the verification process so it happens consistently on every call, not just when the technician remembers or when the situation feels suspicious:

• Proof of identity — government-issued photo ID. Record the ID type (driver's license, passport, state ID) and the name. You do not need to record the ID number in most cases, but you should document that ID was presented and verified.
• Proof of ownership or right to access — for residential work, this might be a utility bill, lease agreement, or deed. For commercial work, a business license, lease, or letter of authorization on company letterhead. For automotive, registration or title. The intake form should have checkboxes for each type of proof and a field for notes.
• Law enforcement involvement — was law enforcement called or present? In some lockout situations, particularly automotive lockouts, police may be on scene. Document whether law enforcement was involved, the officer's name and badge number if available, and any case or incident number. This documentation protects you if the legitimacy of the service is questioned later.
• Lockout verification protocol — your company should have a standard protocol for verifying that a lockout customer has the right to access the property or vehicle. The intake form is where you document that the protocol was followed. Did the customer provide ID matching the address? Did they show a key to a different lock on the same property? Did they have mail addressed to them at that location? Whatever your protocol is, the form should confirm it was executed.

Pricing: every variable on the page before the work begins

Locksmith pricing has a reputation problem. Search "locksmith scam" and you will find thousands of complaints about bait-and-switch pricing — a $29 service call that turns into a $450 invoice. A thorough intake form that documents every pricing component before the technician touches a lock is the single best defense against these disputes:

• Service call fee — the base charge for dispatching a technician. This covers travel and the initial assessment. Capture it explicitly so the customer knows it applies even if they decide not to proceed with the work.
• Labor estimate — the estimated labor charge for the specific service requested. This should be a range if the exact scope is uncertain (e.g., "rekeying 3 deadbolts: $120–$150 depending on lock condition").
• Parts and materials — hardware (new locks, cylinders, strike plates), key blanks, transponder chips, key fob shells, batteries, and any other materials. Itemize these separately from labor so the customer sees what they are paying for.
• Emergency or after-hours surcharge — if the call is outside normal business hours, on a weekend, or on a holiday, document the surcharge amount and confirm the customer accepts it before dispatching.
• Travel fee — if you charge a mileage-based or zone-based travel fee beyond the standard service area, capture the fee and the basis for it.
• Payment methods accepted — cash, check, credit card, digital payment. For on-site work, clarify whether the technician can accept payment in the field or whether an invoice will be sent. Commercial accounts often require invoicing with net-30 terms.

Scheduling: emergency dispatch vs. appointment window

Locksmith scheduling splits cleanly into two modes, and your intake should handle both:

Emergency dispatch. The customer is locked out right now. They need someone as fast as possible. Your intake captures the essential information — location, service type, vehicle or property details, contact number — and the dispatcher quotes an estimated arrival time. For emergency calls, the intake is compressed: get the critical fields filled, dispatch the technician, and complete the remaining documentation on-site.

Scheduled appointment. The customer wants a rekey next Tuesday, or a master key system installed at their office over the weekend, or new deadbolts on a rental property before tenants move in. For scheduled work, your intake has time to be thorough. Capture the preferred date and time window, the estimated duration (which depends on the service type and scope), and any site-access requirements (building manager coordination, alarm codes, parking instructions).

The distinction matters for staffing and inventory. Emergency calls pull a technician off their scheduled route. Scheduled jobs can be batched geographically. Your intake form should clearly flag which mode applies so dispatch can plan accordingly.

Warranty and guarantees: document the terms at intake

Warranty terms that exist only in the technician's head or on a website the customer never visited are not enforceable and are not useful for managing customer expectations. Your intake form should capture warranty terms so the customer acknowledges them before the work begins:

• Labor warranty — most locksmith companies offer a 90-day labor warranty covering workmanship defects. If a lock the technician installed fails to operate correctly within 90 days due to installation error, the company will return and correct it at no charge. State the terms and the duration.
• Hardware warranty — manufacturer warranties on locks, cylinders, and electronic components pass through to the customer. Kwikset residential locks typically carry a lifetime mechanical warranty. Schlage commercial locks carry limited warranties that vary by product line. Your intake should note that hardware warranties are manufacturer warranties, not company warranties, and direct the customer to the manufacturer for hardware defects.
• Key guarantee — keys cut by your technician should work. If a newly cut key does not operate the lock smoothly, the technician should recut it on-site at no additional charge. If a transponder key fails to program, the company should troubleshoot or refund the programming fee. Document whatever your standard is.

These warranty terms, combined with the pricing documentation, the verification records, and the service details, create a complete job file that protects both the customer and the business. A locksmith who can produce a signed intake form showing that the customer provided ID, acknowledged the pricing, and was informed of the warranty terms is in a fundamentally stronger position than one who has a name, a phone number, and a handwritten receipt.

A professional intake builds a professional reputation

The locksmith industry has a trust problem that legitimate operators spend their entire careers working against. Fly-by-night operators with no storefront, no license, and no insurance have conditioned consumers to expect the worst. A comprehensive intake process — one that verifies identity, documents pricing in advance, captures hardware details, and formalizes warranty terms — is the most visible way to separate your operation from the operators who give the trade a bad name.

When a customer sees a professional intake form that asks for their property type, their lock brand, their preferred scheduling window, and their authorization to access the property, they understand that this is a company that has handled enough service calls to know what questions matter. That is the foundation of the kind of trust that turns a one-time emergency lockout into a long-term commercial account.

If you service vehicles alongside residential and commercial properties, the Trade Services Bundle covers locksmithing alongside 51 other trade categories, each with profession-specific intake fields.