How to Handle Emergency Call-Outs Without Losing Money
Emergency call-outs should be 3× profit, not a £400 loss. Pricing rules, triage, scripts, and documentation that keep after-hours work profitable.
Emergency reality
-£397
Average loss per emergency when charged at normal rates
Sunday, 10 PM. Your phone rings. “My boiler’s broken—can you come now?” What you do next determines whether you make £1,200 profit or lose £400.
The Brutal Truth About Emergency Calls
Emergencies cost more because:
- They hijack your schedule (lost planned work)
- Travel time at night/weekends is longer
- Materials suppliers may be closed
- You’re paying overtime or missing family time
The 3× Pricing Rule
| Period | Multiplier | Hourly rate | Call-out fee |
|---|---|---|---|
| Weekday (8am–5pm) | 1× | £60/hr | £60 |
| Weekday Evening (5pm–10pm) | 1.5× | £90/hr | £135 |
| Weekend Day (8am–6pm) | 2× | £120/hr | £240 |
| Nights (10pm–8am) | 3× | £180/hr | £360 |
| Bank holidays | 3× | £180/hr | £360 |
What counts as an emergency?
True emergencies (Charge 3×)
- Gas leak
- Major water leak causing damage
- Complete heating failure (elderly/children)
- Total power outage
- Sewage backup
Not emergencies (Schedule at standard rates)
- Dripping tap
- One radiator not working
- Toilet running
- Kitchen socket not working
- “Need it before guests arrive”
The 4-Step Emergency Response System
Step 1: Triage (2 minutes)
Ask these questions:
- Is anyone in immediate danger?
- Is property being actively damaged?
- Have you turned off water/gas/electric supply?
- Can this wait until tomorrow morning?
Step 2: Quote (30 seconds)
Exact wording:
I can help you right now. My emergency rate is £[X] minimum call-out, plus £[Y] per hour. I’ll need payment on arrival before starting work. Shall I head over?
Step 3: Payment before work
Collection options:
- Card payment on arrival
- Bank transfer before dispatch
- Hold credit card details
Step 4: Documentation after
Capture everything for follow-up:
- Photos of the issue
- Arrival/departure times
- Temporary vs permanent fix
- Follow-up work needed
- Customer signature on work order
Exact Scripts That Convert Emergencies to Profit
“Can you do it cheaper?”
“I understand price is important. My emergency rates reflect immediate response, after-hours service, and guaranteed fix tonight. If you’d prefer standard rates, I have availability Thursday morning at £60/hour. Which would you prefer?”
“It’ll only take five minutes.”
“My minimum emergency call-out is £[X], whether it takes five minutes or fifty minutes. This covers immediate response, travel, and expertise. Shall I come now or schedule at normal hours?”
“But I’m a regular customer.”
“I value our relationship, which is why I’m available now instead of with my family. My emergency rates are the same for everyone—it’s the only fair way. As a valued customer I can prioritise you first thing tomorrow at regular rates if you prefer.”
Emergency Mistakes That Kill Profits
- Starting work without payment confirmation
- Charging daytime rates at 2 AM
- Skipping documentation (no proof for disputes)
- Letting sympathy override the rate card
- Not triaging—sending a van to dripping taps
Bottom Line
Emergencies are chaos if you wing it—and a profit centre if you follow the script: triage, quote at 3×, collect before work, document after.
Build a pricing command center in Toolfy
- •Quote templates, emergency premiums, and deposits all in one library
- •Real-time job costing shows margin before you send the quote
- •Scenario calculators feed straight into invoices and payment plans
Related Articles
How to Price Emergency Callouts (Without Losing Customers)
Most trades undercharge for emergency work. Learn emergency pricing formulas, regional benchmarks, and how to quote premium rates without pushback.
Bank Holiday Callout Pricing
Read the full guide.
Service Business Pricing Mastery 2026: Complete Guide to Profitable Pricing
Hourly vs flat rate strategies, emergency premiums, value-based pricing, competitor analysis, and profit optimization.