How to Handle After-Hours Emergency Calls

2 AM. Phone rings. Burst pipe.

Do you answer? Ignore it? Let AI handle it?

The After-Hours Dilemma

Answering everything: Burnout, family strain, unsustainable

Ignoring everything: Lost revenue, bad reputation, missed emergencies

Smart approach: Triage and capture

Tier Your Response

Tier 1: True Emergency (handle now)

• Burst pipes/flooding


• Gas leaks


• No heat in winter


• No AC in 100°F heat

Charge emergency rates (1.5-2x). Worth getting out of bed.

Tier 2: Urgent but Not Emergency (book for morning)

• Clogged drain (single fixture)


• AC not cooling well


• Minor leaks

Capture the booking. First appointment tomorrow.

Tier 3: Non-Urgent (book normally)

• Faucet drips


• Outlet not working


• "Been meaning to call"

Schedule for next available slot.

The AI Triage System

AI can answer and categorize:

"Is water actively flooding?" → Page you immediately

"Is it safe to wait until morning?" → Book first slot

Routine service → Book next available

You sleep through Tier 2 and 3. Wake only for Tier 1.

Setting Emergency Rates

Emergency markup: 50-100% over standard rates

Communicate clearly: "Emergency after-hours service is available at $X rate"

Customers expect to pay more at 2 AM. Charge accordingly.

The Capture Play

Even if you don't offer true 24/7 emergency:

"We can't come tonight, but I've booked you for 7 AM tomorrow—first thing. You're our priority."

You've captured the customer. They won't keep shopping.

Tools

Fixly: AI answers, triages, books or escalates
Call forwarding: Route emergencies to your cell
Voicemail: Last resort (but at least capture info)

Emergencies can be profitable. They just need a system.