How to Handle After-Hours Service Requests Like a Pro

By Melanie Ivanova

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In an industry where responsiveness often makes or breaks your reputation, missing after-hours calls isn't an option. But you also can’t be on call 24/7—burnout is real, and so is the need to keep a work-life balance. So, how do you ensure your customers’ needs are met without sacrificing your sanity?

If you’re running a service business, you’ve likely experienced it: the phone rings at 10 PM or on a Sunday afternoon when you’re finally unwinding. It’s a customer with an urgent issue. You know responding quickly could mean closing the sale, but it also means sacrificing your downtime.

Ignoring these calls isn’t the answer, but constantly being “on” isn’t sustainable either.

• Opportunity Lost: Studies show that 50% of consumers choose the business that responds first. Not answering or delaying a response could mean losing that job to a competitor.
• Customer Expectations: People today expect 24/7 availability. With the convenience of online booking and instant messaging, clients often assume they can reach you anytime.
• Personal Burnout: As a small business owner, working every weekend or late into the night isn’t just unsustainable; it’s a recipe for burnout. This can lead to mistakes, decreased job satisfaction, and even business closure.

Managing After-Hours Requests Effectively

It’s clear that missing after-hours service requests can cost you business, but it doesn’t mean you have to answer every call yourself. Here’s how you can manage these requests without sacrificing your well-being:

1. Set Up an After-Hours Call Handling Service

   • Partnering with a professional call center can be a game-changer. These services can answer calls, gather details, and even schedule appointments on your behalf.
   • Not only does this keep your business available 24/7, but it also ensures a professional response every time, reducing the risk of lost leads.

2. Automate Responses with Technology

   • Use an automated phone system that allows customers to leave detailed messages or book appointments directly. This not only ensures you receive accurate information but also helps set customer expectations on when you’ll follow up.
   • Set up an auto-responder on your business phone to let customers know you’ve received their request and when they can expect a response.

3. Leverage Your Google Business Profile (GBP) Features

   • GBP offers messaging features that allow customers to reach out directly after hours. Make sure notifications are set up so you or a team member can manage these inquiries efficiently.
   • Frequently update your GBP profile with information on your operating hours and emergency service availability. This helps set expectations upfront, minimizing frustration for customers seeking immediate help.

4. Create an “After-Hours Plan” for Urgent Cases

   • Decide ahead of time what qualifies as an emergency. For example, a plumbing leak or a roof collapse may warrant an immediate response, while other less critical issues can wait until the next business day.
   • Train your team or after-hours service to differentiate between urgent and non-urgent requests, ensuring the right action is taken based on the customer’s needs.

5. Offer Incentives for Off-Peak Appointments

   • To reduce the volume of late-night calls, offer discounts or incentives for customers who schedule non-urgent services during standard hours.
   • Promote these incentives through your website, GBP posts, and social media channels, showing customers there’s value in planning ahead.