Two channels here, and the difference between them is time. A lockout already in progress belongs on the phone, where a van is assigned inside the same call. Anything that improves with being written down (a quote, a booking, a question about hardware) can come through the form instead. Either way, the first useful thing you can say is where in the grid you are standing. Richmond runs on numbered roads, and No. 3 Road on its own carries Bridgeport, West Cambie, City Centre and Brighouse addresses, so the cross street places you faster than the street does.
A message that answers three questions gets a price back instead of a reply asking for more. Which area the address sits in, because the grid repeats: Williams Road frames Broadmoor's north edge, Terra Nova's south edge and Thompson's south edge all at once, and Railway Avenue picks up addresses in Steveston, Broadmoor and Terra Nova alike. How many keyed openings the job actually covers, counting the garage pedestrian door and the garden gate that get left out of most counts. And on anything built before about 1960, whether what you have is a mortise lock: a heavy case buried in the door's edge, not a cylinder bolted through its face. That one decides whether the right cylinder rides out on the van or has to be sourced ahead of the visit.
Every heading below runs off the same line. If you are unsure which one fits, pick the closest and describe the job in the message. A deadbolt that throws freely with the door open and then binds once it is shut is a settled frame and a strike plate out of line, not a failed cylinder, and it belongs under door repair rather than a lock change.
Fourteen areas, each with a page written around what the hardware there is actually like: the Schlage and Weiser deadbolts behind hundreds of suite doors in the Brighouse towers, the mortise locks still set into pre-1960s door edges around Steveston village, the workshops and gate padlocks that get counted into a whole-property rekey on the Gilmore farm lots. Those differences are why the area name is worth saying out loud on the call.