Why Access Management Matters
Getting into a client's home is a basic requirement of the job — and it's also one of the areas where a small oversight can become a big problem. A lost key, a mislabeled lockbox code, or keys sitting in your car's glovebox aren't hypothetical risks; they're the kind of thing that, if it goes wrong, damages a client relationship and potentially your business's reputation.
The good news is that good access management isn't complicated — it just requires a system, applied consistently, from your very first client.
Setting Up a Safe Key System
If clients give you a physical key, the most important rule is: never label a key with a client's name or address. If keys are lost or stolen, a labeled key is effectively a map to someone's home.
- Use a code system — assign each client a number or short code that only makes sense in your own private records (e.g., a spreadsheet or your booking software's client notes)
- Store keys at home in a locked drawer, small safe, or lockbox — not loose in your car, bag, or pocket where they're more exposed
- Carry only the keys you need for that day's route, rather than your entire key collection
Lockboxes vs. Smart Locks vs. Physical Keys
More clients are using lockboxes and smart locks, partly because of platforms like Rover normalizing them. Each option has different tradeoffs for you and the client.
| Access Method | Pros | Considerations |
|---|---|---|
| Physical key (given to walker) | Simple, no tech required | Walker holds a permanent key; client must remember to retrieve it if service ends |
| Lockbox with code | Walker doesn't hold a permanent key; code can be changed | Code must be changed if compromised; box itself can be a target if visible |
| Smart lock with temporary codes | Client can grant/revoke access instantly, set time-limited codes | Higher upfront cost for the client; depends on working batteries/wifi |
You don't need to push clients toward any particular system. What matters is that whatever method they use, you handle the access information (codes, key locations) with the same care you'd want for your own home — and that you have it written down somewhere reliable, not just memorized.
Backup Access Plans
What happens if a smart lock's battery dies, or a lockbox code doesn't work, and you're standing outside with a dog waiting on the other side of the door? Having a backup plan — agreed on in advance — avoids a stressful scramble.
Having this conversation before it's needed means you're not trying to solve it in the moment, and the client knows you've thought it through.
Returning Keys When Service Ends
When a client cancels or pauses service, return their key or revoke your access promptly — don't let it sit in your key drawer "just in case." This protects both of you: the client isn't wondering who still has access to their home, and you're not holding onto something you'd be responsible for if it went missing.
- Return physical keys in person when possible, or via a trackable method if not
- For lockbox codes, ask the client to change the code once you've returned access
- For smart locks, confirm the client has revoked your access code
If a key is ever lost, tell the client right away rather than hoping it turns up. Depending on the situation, this is exactly the kind of scenario dog walker insurance can help cover — one more reason it's worth having even as a solo operator.
Keeping Access Notes Organized With DogWalkr
As your client list grows, remembering which lockbox code goes with which house — and keeping that information secure — gets harder to manage with sticky notes or scattered text threads. DogWalkr keeps client details, including access notes, organized alongside your schedule, so the right information is there when you need it.
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