Separate the lock from the access problem.
If the key works but the door won't latch, the fault may involve alignment or other hardware. If the door works well but keys are unaccounted for, rekeying may be the more relevant conversation. Explain what changed.
Know who can approve the work.
A tenant may control an interior suite but not the building entrance. Before altering shared hardware, involve the property manager or owner. Keep staff exits usable and have damaged exit hardware assessed for the correct work.
Decide who needs which key.
An outside entrance, stockroom and office don't necessarily need identical access. Make a short list of the doors and the people who use each one. That gives a clearer starting point than asking for every lock to be changed.
Plan around the actual entrance.
For a business along the Original Town Site's Bell Road corridor, include the suite and whether the problem is at the customer entrance or a rear door. The street address alone may lead to the wrong side of the building.
Review issued keys and access permissions.
Describe whether it sticks, fails to latch or will not unlock.
Confirm who authorizes changes before the visit.