Guide for US plumbing shops
Plumber after-hours call script
Whoever picks up after hours, whether that's you, your spouse, a tech on call, or an answering service, should follow the same short script. Here's one you can copy.
The phone script
- “Thanks for calling [Business], this is [Name]. Is water actively leaking or is sewage backing up right now?”
- If yes: “Do you know where your main water shutoff is? Turning it off now will limit the damage.”
- “What’s the address, and is this a home or a business?”
- “Best number to reach you if we get cut off?”
- “Our after-hours rate is [your rate/trip fee]. Want me to get a tech headed your way?”
- “[Tech] will call you within [X] minutes to confirm the arrival time.”
Emergency vs. can-wait
- Usually emergency: active leak or burst pipe, sewage backup, no water at all, gas smell near a water heater (tell them to leave and call the gas utility or 911).
- Usually next business day: slow drain, dripping faucet, running toilet, quotes and remodels.
Book can-wait jobs for the morning. Callers often appreciate not paying an after-hours rate.
The missed-call text version
“Hi, this is [Business]. Sorry we missed your call. Is water leaking right now? Reply with the problem and address and we’ll call you back. Reply STOP to opt out.”
Send only to people who called you. PlumbPing is being built to send this automatically and hand you a summary. It isn’t live yet.
Know what a missed call costs you
Before paying for any after-hours coverage, run your numbers in the plumber missed-call calculator. Also see what after-hours answering costs.