For homeowners, disaster can strike out of nowhere. Tornadoes can touch down without any warning, wreaking havoc on an older roof. Or an outdated HVAC system might fail in the middle of winter. When homeowners need repairs done fast, they pick up the phone and call their local contractor.
You’ve probably already answered countless after-hours calls. No matter what industry you’re in, homeowners are going to want your attention after you leave the office for the day. When disaster strikes after business hours, who’s answering the emergency call?
If you’re tired of waking up at 3 AM to answer emergency service calls, we’re here to let you in on a little secret: It’s possible to manage calls after business hours without losing leads to the competition. Here’s how.
You already know that emergency calls are bound to happen. Blackouts, dysfunctional heating systems, and other home emergencies can put homeowners in danger. Inbound leads can be unpredictable, and after-hours service calls can be a lucrative opportunity for any contractor business—as long as you know how to handle them.
You need to provide unrivaled customer service to set yourself apart from the competition, build trust, and boost customer satisfaction. So, yes—you should answer emergency calls if you have the resources to get the job done right. After all, there’s no better way to grow your business than offering support for after-hours calls.
When you make it easy for leads to reach your business when an emergency arises, you’ll strengthen your reputation. And when you answer emergency calls quickly and professionally, you’ll create an outstanding experience for your customers. Sounds like a win-win, right?
Once you commit to emergency services, you’ll need the right systems in place to manage after-hours calls. After all, emergencies happen at inconvenient times, and you shouldn’t have to sacrifice your peace of mind to answer calls around the clock.
Instead of sending potential customers to voicemail when they need you most, here’s how to manage emergency calls and boost customer satisfaction.
First things first—it’s always a good idea to raise your service rates if you’re answering calls outside of normal business hours. This policy has wide-ranging benefits for your business, and it’s incredibly straightforward:
“Regular business hours are 9 AM to 5 PM Monday through Friday. All labor outside these hours is billable at 1.5-times our regular hourly rate. This includes evenings, weekends, and holidays.”
In other words, all labor covered under a managed service agreement (MSA) must happen between 9 AM and 5 PM Monday through Friday. You can implement a higher emergency rate by incorporating this policy into all of your service agreements. Sounds simple enough, right?
Of course, you should also include this rate (along with your catalog of emergency services) on your website for new clients looking to hire an emergency contractor. It’s a fair policy, and you’ll only get calls from leads willing to pay the higher rate. Pro tip: If you’re getting too many calls to handle, try boosting your rate to two-times the hourly rate.
If you’re using a traditional voicemail system, you’re probably recording voicemails directly into your work phone. In other words, if you leave your phone at the office each day, you won’t be able to access after-hours voicemails. Sure, these systems can help you balance your personal and professional life, but they’re usually not the best option for growing your contractor business.
So, what’s the solution? Automated voicemail software. When a potential customer leaves a message after hours, their voicemail is automatically stored in the software. Then, you can send voicemails to different phones without missing emergency calls after you leave the office.
If you don’t want to send homeowners to an automated system, there’s a better solution. With intelligent tools from Smith.ai, you don’t have to lose leads when you’re not available to pick up the phone. Live agents and AI automatically capture and screen callers, book appointments, and log details in your customer relationship management system and calendar.
But the benefits of virtual receptionist services don’t end there. By collecting customer data and tracking calls, Smith.ai can take your customer relationships to the next level. After all, when local homeowners call in the middle of the night, they don’t want to talk to an automated bot. They want to feel like they’re sitting at your office, getting personalized service from the best contractor in town.
You’re busy running your business, keeping your techs busy, and working in the field. When you leave the office for the day, you want to sit back and relax—and you shouldn’t have to sacrifice your sanity with endless emergency calls. What do you do?
It’s simple. You’re already making more revenue with higher after-hours rates. Now, it’s time to funnel some of those extra dollars into a 24/7 answering service. This way, you’ll never miss a call—even if local homeowners call your business at 3 AM after an intense hailstorm.
We know what you’re thinking: Isn’t a 24/7 answering service the same thing as a call center? Well, not exactly. Answering services like Smith.ai sound in-house, with higher standards for bandwidth, hardware, and quiet backgrounds. This way, your callers will think they’re talking to a live agent sitting in your office.
And yes, a 24/7 answering service is 100 percent worth the extra investment. You want to capture every opportunity to grow your business, and that means answering calls around the clock.
Think about it: When homeowners have an urgent home emergency, they expect a quick response. And who can blame them? Whether they’re dealing with a damaged roof, generator issues, or leaking pipes, they deserve a professional agent who can solve their problems and provide peace of mind.
If you don’t want to answer the phone 24/7/365, you’ll need dedicated agents to support your business and pass on messages. When you have someone to answer the phone for you and answer your customers’ questions, you’ll provide a seamless customer experience. And when they’re ready to schedule preventive maintenance for their new roof or heating system, you’ll be the first one they call.
Now that you have effective systems to answer emergency calls, it’s time to master your marketing strategy. Our clients tell us that emergency service marketing drives more calls from local homeowners—all while positioning their business as the best option for the job.
It doesn’t matter if you’re already offering emergency services. When disaster strikes, local homeowners need to hire a reliable contractor—and they need to find one fast. You only have one shot at winning their business, and you need to make it count. If you’re not getting in front of the right people at the right time, you’ll only end up losing leads to the competition.
Ready to ignite your business with emergency service requests? Here’s how to fuel your lead generation efforts with powerful contractor marketing strategies.
The main ingredient to emergency service marketing? Paid search. If you’re not already doing it, it’s time to start running paid ads after business hours. The top Google local search result accounts for nearly one-quarter of all clicks, so you’re going to need impactful ads to win leads.
For the best results, start with a concise headline that tells homeowners exactly what you’re offering, whether that’s 24-Hour Service or Emergency Roof Repair. Once you’ve crafted the perfect headline, list your emergency services in your ad copy and link to a relevant landing page.
To make life easier (and boost your emergency call requests), use Google Ads Extensions to add a phone number to your ads. This way, leads can call your business without even clicking on your website.
Take a step back and think about the customer journey. When customers need emergency services, their journey is relatively short. They’re probably going to make the first phone call within minutes, and they want to find someone available and trustworthy without dedicating too much time to the research process.
At the same time, 90 percent of customers read online reviews before doing business—and 72 percent of customers will only take action after reading positive reviews. When you generate more five-star reviews, you can show prospects that you’re reliable, even if they don’t have enough time to scroll through your About Us page.
When homeowners actually do click on your website, you want to make life as easy as possible with emergency service calls to action. Your CTAs should link to your emergency number so leads don’t have to spend valuable time digging through pages for the right number.
And if you haven’t already optimized your website for mobile users, here’s your sign. When homeowners are dealing with an emergency, they’re going to reach for their phone—not their computer. You need an easy-to-navigate website so homeowners can contact your business in just a few taps.
Homeowners want the peace of mind that their emergency will be repaired right the first time, on time. They also want to know that they’re getting the best value for their money.
You need to create a seamless customer experience from start to finish—and that starts with after-hours call systems. When you’re ready to upgrade your customer experience, reach out to our team to start brainstorming your strategy.
