Let’s face it: There aren’t really any clear boundaries for “regular hours” anymore. Thanks to the pandemic, we’ve waved goodbye to the 9–5 grind. People are working around the clock, and you need to work around your customers’ schedules to keep your business alive.
Sounds familiar, right? As a contractor, you’re probably dealing with countless leads that want your attention after you leave the office for the day. So, what do you do? You don’t want to disappoint your customers, lose leads to the competition, or sacrifice your personal time. It’s your classic Catch-22.
Believe it or not, there’s a solution—and it doesn’t involve sacrificing your sanity to satisfy customers.
It’s time to stop answering phone calls around the clock and take control of your time. Here’s how to manage calls after hours without missing out on mountains of potential leads.
We know what you’re thinking: Why don’t my customers just leave a voicemail? The downside to voicemails is that, well…you’re sending customers to voicemail. Whether you’re open for business or not, you can bet their next call will be to your competitor.
If you’re tired of losing leads after hours, there are some easier (and more effective) solutions to fuel your lead generation efforts. The best part? You don’t have to sacrifice your personal life to keep your appointment book full. Here’s how our clients handle calls after hours without missing out on leads.
First things first—before you can even worry about after-hours calls, you need to define what “after hours” means for your business. So, if you don’t have clearly defined business hours yet, start by establishing clear boundaries. Let your customers know when you’re available to answer phone calls, live chat, and SMS/instant messages.
Once you’ve defined your hours and days of operation, post them on your contractor website, Google Business Profile, and social media channels. If potential leads can easily find out exactly when you’re available (and when you’re most likely to respond), they’ll be more likely to contact you during those times.
If you have a physical location, post your business hours in a visible area, like your front door. At the end of the day, your customers will be less likely to complain (or leave negative reviews) if you list your business hours.
Most voicemail systems record incoming voicemails directly into the phone itself. In other words, if you leave your work phone at the office, you won’t have access to voicemails after hours or on the weekends. That’s great if you’re going on vacation, but it’s not always the best option, especially if you’re marketing emergency contractor services.
Enter software voicemail systems. When a potential customer leaves a message, their voicemail is stored in the software. Then, you can send the voicemail to a different phone or through an email without missing a beat. Depending on your preferences, you can customize your voicemail software so you don’t miss out on any leads after hours.
If you don’t want to send potential customers to an automated system, voicemail tools are the answer. For example, Smith.ai features a live messaging service that answers calls around the clock.
By collecting customer details and sharing key information, Smith.ai can help you build stronger relationships with customers. After all, when a local homeowner picks up the phone at 3 a.m. because their pipe just burst, they don’t want to talk to an automated system. They want to feel like they’re sitting at your office, getting one-on-one service from the best plumber in town.
Running your business is hard work. You sacrifice blood, sweat, and tears to keep your employees busy, manage day-to-day operations, and make your customers happy. You’re already working overtime, and you shouldn’t have to deal with nonstop calls and messages after you finally leave the office.
If you’re not doing it already, it’s time to separate your work and personal phone. After all, you need time to rest and recharge to keep your business running smoothly. And there’s good news: There are countless options out there to set up separate lines without pinching pennies.
When you want to silence calls from your work phone, you can. With voicemail tools, it’s easier than ever to forward callers to your voicemail system. Then, you can deal with after-hours calls when it’s convenient for you, whether that’s after dinner or when you’re back in the office.
For the best results, leave a recording to let customers know when they’re calling outside of regular business hours. Ask them to leave you a message with their contact information and service request. Then, tell them you’ll check in with them as soon as possible. It’s that simple.
Congratulations! You have a separate work phone, and you’re not dealing with endless phone calls after you leave the office. Now, it’s time to turn off your Facebook Messenger notifications. You can see exactly what your customer wants from you as soon as the notification pops up—and that makes it much more tempting to disrupt your personal time to send a quick reply.
What’s the problem with Facebook Messenger? Your customers aren’t afraid to use it. They might feel hesitant about disrupting your personal time after business hours, but when it comes to sending a quick message, your customers won’t think twice.
Let’s say a potential lead has questions about a kitchen remodeling project. They send you a Facebook message at 9 p.m. It’s only a few questions, so you respond to their message right away. Sounds harmless, right? Not exactly.
Put yourself in your customer’s shoes. Now that they’ve received your precious time after hours, their expectations are set. What’s going to happen next time they have a question? They’re going to expect you to answer it right away. Even if you’re going the extra mile to provide outstanding customer service, you’re only doing yourself a disservice. And when you can’t be so responsive next time, they’ll feel frustrated.
That’s where a voicemail software system can save the day. For example, Smith.ai comes equipped with a 24/7 virtual receptionist, so you can leave your platforms open for messaging after you leave the office.
Instead of responding to prospects at all hours, Smith.ai does the heavy lifting for you so you can capture leads around the clock. Then, when you’re back at the office, you’ll have everything organized and ready to go.
Yes, it’s 100 percent acceptable for contractors to raise their rates for emergency services. And if you’re not already doing it, your competitors probably are.
Think of an electrician, plumber, or any other type of home contractor. If your air conditioner stops working on a Saturday night, you’re probably going to pay higher labor rates from an HVAC contractor than you would if it happened on a Wednesday afternoon. That’s the price of expedited service.
The best way to raise your rates? List the details for after-hours services on your website, at your office, and anywhere else your customers can access pricing information. You don’t want to surprise your customers with an unexpected bill after you’ve already completed the job.
Let them know what to expect beforehand with a short and simple notice. And don’t worry, you’re not going to scare potential customers away by charging higher after-hours rates. Instead, you’re reinforcing your reputation and professionalism. The quality leads—the ones who respect your time—will be the ones who stick around.
Whether you’re sending prospects to voicemail, responding on Facebook Messenger, or using automated voicemail tools, the key is to follow through. Nothing annoys potential leads—and drives them straight to the competition—like being promised a call back and never getting one.
And remember: Customer experience matters. It’s the main factor that sets you apart from the competition. Every effort on your part, from answering the emergency call at 3 a.m. to providing quotes after hours, goes a long way in highlighting your reliability. When your personal life hangs in the balance, investing in a solution that goes above and beyond for your customers can make all the difference.
Have any questions about lead generation? We’re here to help you run toward the fire with data-driven marketing solutions. Reach out to our team to ignite your lead generation strategy.
