Complaint Handling Scripts
Complaint Handling Scripts for Locksmiths
Locksmith complaints are usually urgent, emotional, and tied to safety—lockouts, broken keys, pricing surprises, and “you scratched my door.” The right words keep you calm, protect you legally, and move the call toward a clear fix you can actually deliver while working mobile. Use these scripts to de-escalate fast, set boundaries, and document the details you’ll need if the complaint escalates.
1) Initial Complaint Intake (Calm + Control the Call)
Use when a customer starts upset: “Your tech was late,” “This lock is worse now,” “You overcharged me.”
“I’m sorry you’re dealing with that. I want to get this fixed for you. Let me grab a couple details so I understand exactly what happened. What’s the service address, and what type of job was it—house lockout, car lockout, rekey, or new lock install? About what time was the work done, and do you remember the tech’s name or the invoice number? Tell me what you expected to happen, and what happened instead. I’m going to write this down and give you the next step before we hang up.”
Tips for this scenario
- -Ask the job type first (car lockout vs. rekey vs. install) because the fix and pricing rules are different for each.
- -Always collect the address + time + invoice number—most locksmith disputes come down to “which job are we talking about?”
- -If you’re at a door using picks/tools, say: “I’m working hands-on right now—can I call you back in 5 minutes?” and set a timer.
Common Mistakes to Avoid
!Arguing about lockout pricing before you confirm the facts (time of day, car vs. house, broken key, high-security lock).
!Saying “We damaged it” or “That’s our fault” on the phone before you see photos of the door edge, strike plate, or car frame.
!Not getting the invoice number/address, then realizing you’re discussing the wrong job—common when you do multiple $75–$150 lockouts in one night.
!Promising “I’ll be there in 20 minutes” while you’re mid-job at another door, then missing the ETA and triggering a worse complaint.
!Leaving the call with no next step—no scheduled recheck, no photo request, no callback time—so the customer escalates to reviews or chargebacks.
