24/7 Emergency Service - Plumbing Zone

Wiser · 07-25-2008, 12:18 AM

I have a question for those who offer 24/7 emergency service. Do you just respond to existing customers or anyone who calls?

We have been responding to all emergency calls - however, a 2:00 a.m. call for a customer that only uses us once leaves us feeling used. Or worse, a hotel whose maintenance man is home sleeping peacefully.

Any thoughts?

service guy · 07-25-2008, 12:50 AM

I respond to anyone. Money is money, and I don't come cheap.

Song Dog · 07-25-2008, 01:06 AM

Anyone who calls. They get a Emergency service Fee of 79 and flat from there. They and all customers pay at time of svc.
If it is a late call, in an area that would make Rambo nervous, we get credit card over phone to confirm appointment. People in that area will not have a CC or will cancel. That way we are safe

Or I could carry my XD40 (usp will know what that is

) But it weeds out the bad people. It sounds kinda harsh but who wants to be in a bad area late at night and who would want to send anyone there.
Like SG said money is money

.

In Christ,

Song Dog

Ron · 07-25-2008, 01:13 AM

Quote:

Originally Posted by Song Dog

It sounds kinda harsh but who wants to be in a bad area late at night and who would want to send anyone there.

.

In Christ,

Song Dog

We don't have areas like that here, We live in a pretty nice place here, no place is that bad here.

Song Dog · 07-25-2008, 01:22 AM

See Ron, right there is a great reason to move out west. Nice people and plenty of coyotes

I was n Boise n 2005 and fell in love with Idaho. People were great, the scenery was AWESOME and killed some coyotes. Don't get much better than that. Oh btw I fixed a stool while I was there staying at the shooting range for the hunt.

In Christ,

Song Dog

I'mYourTourGuide · 07-25-2008, 01:35 AM

Quote:

Originally Posted by service guy

I respond to anyone. Money is money, and I don't come cheap.

I agree totally man.

threaderman · 07-25-2008, 09:01 AM

There are certain places I don't want to go after 8pm,so we don't,I'm not a kid anymore and have too much to lose.Money isn't everything,but for repeat customers I do everything possible to accomodate them.

Plumberman · 07-25-2008, 09:07 AM

We go to every call 24/7 unless its down on the south part of town, then we wait till daylight and I carry help with me. But if its in a good part of town we go to it. First time customers are C.O.D

Herk · 07-25-2008, 12:26 PM

I don't do 24/7 because I'm a one-man shop. My opinion on this is that you would need a minimum of about fifteen employees and they would have to be willing to rotate the emergency hours, unless you had employees who would actually prefer the late hours.

Plumbing is hard work, and I can't imagine doing a long day and then jumping back into the truck at ten o'clock at night. (Actually, I can imagine it - I have done it in the past.)

I like to think that plumbing is not my life - it's what I do so that I can have one.

I remember many years ago being called out by a motel because an entire floor was backed up. It was around midnight, the cleanouts were outside and the temp was -10 degrees. When I got finished, the manager said he didn't think there was enough money in the till to pay me . . .

Wiser · 07-26-2008, 11:00 AM

Herk - we have three guys rotating and it is a pain. Like the others have said money is money, BUT what about lost production the next day? Not to mention lack of sleep leads to grumpy plumbers. Hey GRUMPY - is that how you got your name? (teehee)

Last Sunday we had a night clerk of an Inn call us a 2:00 a.m. for a tub running that wouldn't shut off and the guest was threatening to call 911. He panicked and called us. We showed up (15 minute drive) and started to diagnose problem. Asked him where the water shut offs were. He didn't know. Asked where the water heater room was, didn't know. The rooms didn't have individual shut-offs either. To boot, the guest didn't want it fixed - she wanted to go to bed. Asked night clerk, who pays the bill? I dunno man. WHAT!!! You call a plumbing company at 2:00 a.m. and do not know who pays the bill. Grrrrrr.

We just mailed them a bill, we hope we get paid.

07-25-2008, 12:18 AM	#1
Wiser Registered Member Join Date: Jul 2008 Posts: 913 My Photos	24/7 Emergency Service I have a question for those who offer 24/7 emergency service. Do you just respond to existing customers or anyone who calls? We have been responding to all emergency calls - however, a 2:00 a.m. call for a customer that only uses us once leaves us feeling used. Or worse, a hotel whose maintenance man is home sleeping peacefully. Any thoughts?

07-25-2008, 01:06 AM	#3
Song Dog LeMarr Plumbing, Inc. Join Date: Jun 2008 Location: Carlinville, IL Posts: 771 My Photos	Anyone who calls. They get a Emergency service Fee of 79 and flat from there. They and all customers pay at time of svc. If it is a late call, in an area that would make Rambo nervous, we get credit card over phone to confirm appointment. People in that area will not have a CC or will cancel. That way we are safe Or I could carry my XD40 (usp will know what that is) But it weeds out the bad people. It sounds kinda harsh but who wants to be in a bad area late at night and who would want to send anyone there. Like SG said money is money. In Christ, Song Dog __________________ Don't Franchise! Teaching my kids to hunt and shoot-PRICELESS!

07-25-2008, 01:22 AM	#5
Song Dog LeMarr Plumbing, Inc. Join Date: Jun 2008 Location: Carlinville, IL Posts: 771 My Photos	See Ron, right there is a great reason to move out west. Nice people and plenty of coyotes I was n Boise n 2005 and fell in love with Idaho. People were great, the scenery was AWESOME and killed some coyotes. Don't get much better than that. Oh btw I fixed a stool while I was there staying at the shooting range for the hunt. In Christ, Song Dog __________________ Don't Franchise! Teaching my kids to hunt and shoot-PRICELESS!

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07-25-2008, 12:50 AM	#2
service guy waterheaterzone.com Join Date: Jun 2008 Location: The Universe Posts: 2,043 My Photos	I respond to anyone. Money is money, and I don't come cheap.

07-25-2008, 09:01 AM	#7
threaderman Senior Member Join Date: Jun 2008 Location: Oklahoma city,Ok Posts: 376 My Photos	There are certain places I don't want to go after 8pm,so we don't,I'm not a kid anymore and have too much to lose.Money isn't everything,but for repeat customers I do everything possible to accomodate them.

07-25-2008, 12:26 PM	#9
Herk Senior Member Join Date: Jun 2008 Location: S.E. Idaho Posts: 800 My Photos	I don't do 24/7 because I'm a one-man shop. My opinion on this is that you would need a minimum of about fifteen employees and they would have to be willing to rotate the emergency hours, unless you had employees who would actually prefer the late hours. Plumbing is hard work, and I can't imagine doing a long day and then jumping back into the truck at ten o'clock at night. (Actually, I can imagine it - I have done it in the past.) I like to think that plumbing is not my life - it's what I do so that I can have one. I remember many years ago being called out by a motel because an entire floor was backed up. It was around midnight, the cleanouts were outside and the temp was -10 degrees. When I got finished, the manager said he didn't think there was enough money in the till to pay me . . .

07-26-2008, 11:00 AM	#10
Wiser Registered Member Join Date: Jul 2008 Posts: 913 My Photos	Herk - we have three guys rotating and it is a pain. Like the others have said money is money, BUT what about lost production the next day? Not to mention lack of sleep leads to grumpy plumbers. Hey GRUMPY - is that how you got your name? (teehee) Last Sunday we had a night clerk of an Inn call us a 2:00 a.m. for a tub running that wouldn't shut off and the guest was threatening to call 911. He panicked and called us. We showed up (15 minute drive) and started to diagnose problem. Asked him where the water shut offs were. He didn't know. Asked where the water heater room was, didn't know. The rooms didn't have individual shut-offs either. To boot, the guest didn't want it fixed - she wanted to go to bed. Asked night clerk, who pays the bill? I dunno man. WHAT!!! You call a plumbing company at 2:00 a.m. and do not know who pays the bill. Grrrrrr. We just mailed them a bill, we hope we get paid.