The topic of lock boxes isn’t often talked about in blogs or on podcasts, yet it’s a question that comes up monthly in every Facebook group that I’m in. Today I’m joined by Natasha O’Banion of Walk with Renzo and Ruby, Dana McKellips of Peaceful Pets, and Tiffany Lewis of Pet and Home Care to talk about how they use lock boxes in their businesses.
Biggest Takeaway You Don’t Want To Miss
The way you present using lock boxes to your clients matters and can change the conversation. Consider using lock boxes early on in your business or starting out with them from the beginning to avoid push back when switching over. You can give clients options, but only offer the options you’re willing to do.
Show Highlights
- How do you present lock boxes to clients and how do you get them on board? [3:10]
- What are some challenges that come along with lock boxes? [7:25]
- What is some advice for someone considering switching to lock boxes? [9:40]
- Are there different kinds of lock boxes? [13:30]
- How do employees feel about using them? [16:40]
Links
- Jump & Scale Webinar: jumpconsulting.net/scale
- Natasha O’Banion: walkwithrenzoandruby.com
- Dana McKellips: peacefulpets.net
- Tiffany Lewis: petandhomecare.com
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Transcript:
Bella:
This is episode 146 of Bella in Your Business. Do you feel like your business is going around on a merry-go-round? Well, I’ve got news for you. This episode is sponsored by my incredible webinar series called Jump in Scale. It gets you off that merry-go-round and up to the next level in your business. It’s called Jump in Scale and it’s free for you right now. Just go ahead and sign up at jumpconsulting.net/scale. You will learn how to grow your business, increase your staff, and not be held hostage to your business. So go ahead, sign up for free — that’s jumpconsulting.net/scale. I’ll see you inside.
Welcome to Bella in Your Business, where Bella will discuss anything and everything about your pet sitting business to help you land on target. So get ready — Bella’s got your chute. Let’s jump.
Welcome everybody to Bella in Your Business. Today I’ve got a really special podcast for you. We’ve got three incredible pet sitters whose story started in one of our groups about lock boxes. You know, it’s a topic that isn’t talked about a lot — not on podcasts or blogs or anything like that. Yet it’s a question that comes up monthly, probably in every single Facebook group that we’re in. Today I’ve got Natasha with Walk with Renzo and Ruby in DC, Dana Strickland from Peaceful Pets Pet Sitting Services in Sacramento, and Tiffany Lewis from Home and Pet Care in Maryland. But I was hearing in our pre-production that she doesn’t actually live there and works remotely, which is so cool.
Welcome, everybody!
Guests:
Thank you.
Bella:
I want to go around the room really quick so you can all introduce yourselves and fill in the gaps. We’ll start with Natasha, then Tiffany, then Dana, and then we’ll get into our topic — lock boxes.
Natasha:
I’m the owner of Walk with Renzo and Ruby. We’ve been in service for four years now, and through lock boxes, we’ve literally been hands-off on the business. I’m really excited to go over this topic with you guys.
Bella:
Awesome, thanks for being here, Natasha, and agreeing to come on with us. Tiffany, how about you?
Tiffany:
Hey, I am Tiffany Lewis, owner of Pet and Home Care. I started the company back in 1999 as a teenager in Potomac, Maryland. We started using lock boxes about 10 years ago, and it’s definitely been a game changer.
Bella:
So we have a real pioneer in the lock box section of pet sitting. I love it. And Dana?
Dana:
Yeah, I’m Dana and we have Peaceful Pets in Sacramento, California. I started our business in 2005. I think I’m probably the newest to using lock boxes. We just switched over about eight months ago. About 70% of our clients are using them now, and it’s been awesome.
Bella:
That’s so cool. I love that we have such a variety of time frames — I know our listeners will really connect with each of you. Tiffany said 10 years, Dana said eight months, and Natasha, you’ve been using them for four years. That’s amazing.
Anyone can take this question — is it 100% through your company or just certain clients? How do you present this and get clients on board?
Tiffany:
We started off not using them, and as the years went on, it just became a big headache juggling all the keys, organizing them, having sitters come pick them up every morning and drop them off every night, and making sure everyone had the right keys. About 10 years in, it was actually my grandfather’s idea — thank you, Papa. He said, “Why don’t you try lock boxes?” I thought customers wouldn’t like it, but maybe they would. So we started putting it out there, just suggesting it and letting people know it would eliminate a lot of drag time and help with last-minute bookings.
We get so many people booking the day of or the night before, so it was a real struggle getting the key to the sitter on time. We started asking, and people were very receptive. At first, we bought them in bulk and charged the customer the price for the lock box, getting reimbursed later. That became difficult, so now we just highly suggest they use one. We tell them the types they can buy, have them let us know where they placed it, and share the code. It’s much easier for setup, especially with new clients. New ones love it; older ones can be stubborn, but if you start early, it’s no problem. It’s also great for clients if they get locked out or have someone else coming into the home.
Bella:
That’s a really good point, Tiffany — it’s all about setting expectations and getting them on board. Natasha, how many of your clients are using them?
Natasha:
We’re big on apartments, so about 40% use lock boxes, but we’re completely free of keys. It’s either concierge or lock box. If the concierge is unavailable or steps away, we switch the client over to a lock box. It’s part of our policy and contract, so we haven’t had issues. I started using them right away when I had five keys in my hand and said, “What the heck, I don’t want this.” We immediately bought branded boxes.
I do it differently from Tiffany — I purchase, own, and manage them for security and liability reasons. I come from an automotive background where I know theft happens, so I like knowing who last accessed the box at all times.
Bella:
That’s interesting. Dana, why did you start using lock boxes, and how many clients are on them now?
Dana:
We decided to switch because we ran our office out of our home. We have about 10–12 employees at any given time, and having everyone come and go constantly was overwhelming. We wanted more personal time. When we moved out of our central location, we didn’t think it was fair to make staff drive to get keys, so we switched to lock boxes. It was also easier when staff left — no more chasing keys.
Bella:
I love how you’re all showing the different ways to do this. Have you had any problems — like freezing boxes?
Tiffany:
Yes, definitely. We give sitters little cans of de-icer. We haven’t had to use them lately, but they work. Sometimes they just warm it with their hands for a bit. It’s our biggest winter issue, but it’s manageable.
Bella:
So that must be part of your training program then.
Tiffany:
It is — how to maneuver issues with lock boxes.
Bella:
Natasha, what about you?
Natasha:
Ours don’t usually freeze, probably because of placement — close to walls or sheltered areas. If they do stick, we just blow warm air on them. The bigger issue is water and leaves. We tell clients to face the box downward so water runs off instead of collecting.
Bella:
Dana, any issues for you in Sacramento?
Dana:
The only issue was clients forgetting to put the box back outside or staff accidentally keeping a key in their pocket. But those are easy to fix.
Bella:
What’s your best advice for someone afraid to switch to lock boxes?
Tiffany:
Get over the fear. Have policies and training for clients and staff. Lockouts can still happen, but procedures make it easier. Once you start, it’s so much simpler — less driving, less stress.
Natasha:
Have a process and put it in writing. Ours is part of our service agreement. If the key isn’t in the lock box or if it’s cut off, there’s a fee. We even offer “valet codes” for clients who want temporary access. You can change the code anytime — that flexibility keeps things secure.
Dana:
Just do it. We include it in our contract and give clients two options — buy their own or purchase one from us with a refundable deposit. Setting expectations early removes confusion.
Bella:
Great. Now, tell me about the types of boxes you use.
Dana:
Ours fit up to five keys or a fob. It’s a combination lock with rolling numbers — simple and secure.
Natasha:
Same — we use Master Lock boxes. Ours have custom logo stickers from Sticker Mule, and we can change codes anytime manually.
Bella:
Got it. I thought you had electronic ones!
Natasha:
Nope, just manual — but we switch codes right on the spot after each visit if needed.
Bella:
Perfect, glad we cleared that up. You’ve all given so many great tips.
Tiffany:
Our staff actually love using them. It reduces key management stress, eliminates bulky key rings, and saves time.
Bella:
That’s awesome. Natasha or Dana, any final thoughts?
Tiffany:
One more thing — even with lock boxes, we keep a backup key on file. It’s saved us a few times.
Bella:
With one-word answers — would you refuse service to a client who doesn’t use a lock box?
Natasha:
No.
Dana:
No.
Tiffany:
Yes.
Bella:
I love it — so many ways the cookie crumbles. Thanks for joining another episode of Bella in Your Business. If you enjoyed this episode, reach out to Natasha, Dana, or Tiffany and let them know you appreciated their insights. And remember, when life gets you down — always keep jumping.
Thanks for jumping with Bella in Your Business. For more information, free articles, and free coaching sessions, go to JumpConsulting.net. And remember — Bella’s got your chute.