How to Handle Emergency Calls Without Wrecking Your Schedule
Quick Answer: Block 1-2 hours per day as "emergency buffer" time. If no emergency comes, use it for quotes, admin, or an extra small job. If one does come, you haven't displaced a booked customer.
The Emergency Buffer Strategy
Don't book your day 100% full. Leave a 1-2 hour gap (usually 11am-12pm or end of day) that you can fill with an emergency if one comes in. If it doesn't, use that time for:
- Following up on outstanding quotes
- Doing a quick job from your waitlist
- Materials run for tomorrow's jobs
- Admin and invoicing
Emergency Call Pricing
Emergencies should be priced higher — the customer is paying for priority access:
- Same-day surcharge: +$50-100 on top of normal pricing
- After-hours: 1.5x-2x normal rate
- Weekend/public holiday: 2x normal rate
Be upfront about emergency pricing when they call: "I can come today but there's a $80 same-day surcharge on top of the normal job cost. Is that okay?"
When to Say No
Not every "emergency" is actually urgent. A dripping tap is not an emergency. A burst pipe flooding the house is. Learn to triage:
- True emergency (go now): Burst pipe, gas leak, sewage overflow, no hot water in winter with kids
- Urgent but not emergency (today/tomorrow): Blocked toilet (only toilet in house), no water supply
- Not urgent (book normally): Dripping tap, slow drain, running toilet
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