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The Brutal Truth About Emergency Calls
The 3X Pricing Rule That Changes Everything
The 4-Step Emergency Response System
Exact Scripts That Convert Emergencies to Profit
5 Emergency Mistakes That Kill Profits

Sunday, 10 PM. Your phone rings.

"My boiler's broken. No hot water. Can you come NOW?"

What you do next determines whether you make �1,200 or lose �400.

Most trades get this wrong. We studied 127 UK service businesses handling emergencies. The difference between winners and losers? System, not sympathy.

The Brutal Truth About Emergency Calls

Here's what emergency calls really cost you:

Average UK Trade Emergency Call

-�397

Lost per emergency when charged at normal rates

Why? Because you're not accounting for:

" Disrupted evening/weekend plans (priceless)
" Rushed diagnosis leading to callbacks (�200)
" Bumping tomorrow's profitable scheduled work (�600)
" Overtime wages for your team (�150)
" The customer who expects discounts because "it's an emergency" (�200)

"I was the 24/7 emergency hero. Always available, always helpful. Nearly went bankrupt being everyone's saviour."
Dave, Ex-24/7 Plumber, Leeds

First: Define What's ACTUALLY an Emergency

=� TRUE EMERGENCIES

3X Rate:

" Gas leak
" Major water leak (ceiling damage)
" Complete heating failure (elderly/children)
" Total power outage
" Sewage backup

=� NOT EMERGENCIES

Schedule for Next Day:

" Dripping tap
" One radiator not working
" Toilet running
" Kitchen socket not working
" "Need it done before guests arrive"

The difference? Health, safety, or significant property damage. Everything else can wait.

The 3X Pricing Rule That Changes Everything

Successful emergency services use this exact pricing structure:

Time Period	Multiplier	Normal �60/hr Becomes	Minimum Call-Out
Weekday (8am-5pm)	1X	�60/hr	�60
Weekday Evening (5pm-10pm)	1.5X	�90/hr	�135
Weekend Day (8am-6pm)	2X	�120/hr	�240
Nights (10pm-8am)	3X	�180/hr	�360
Bank Holidays	3X	�180/hr	�360

Warning: If you're thinking "But my customers won't pay that" - GOOD. You only want customers with genuine emergencies who value immediate service.

The 4-Step Emergency Response System

STEP 1: TRIAGE (2 minutes)

Ask these exact questions:

1. "Is anyone in immediate danger?"
2. "Is property being actively damaged?"
3. "Have you turned off the water/gas/electric supply?"
4. "Can this wait until tomorrow morning?"

If they answer NO to #1 and #2, it's not an emergency.

STEP 2: QUOTE (30 seconds)

Say exactly this:

"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?"

No negotiation. No apologies. No discounts.

STEP 3: PAYMENT (Before work starts)

Collection options:

" Card payment on arrival (minimum)
" Bank transfer before dispatch
" Hold credit card details

Never start work without payment confirmation.

STEP 4: DOCUMENTATION (5 minutes after)

Record everything:

" Photos of the problem
" Time arrived/departed
" Temporary vs permanent fix
" Follow-up work needed
" Customer signature on work order

The Exact Scripts That Convert Panic to Profit

For the "Can you do it cheaper?" Customer:

"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?"

For the "It'll only take 5 minutes" Customer:

"My minimum emergency call-out is �[X], whether it takes 5 minutes or 50 minutes. This covers immediate response, travel, and expertise to diagnose correctly. Shall I come now, or would you prefer to schedule for normal hours?"

For the "But I'm a regular customer" Guilt Trip:

"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'll prioritise you first thing tomorrow at regular rates if you prefer?"

The 5 Emergency Mistakes That Kill Profits

L Mistake #1: Being Everyone's Emergency Service

Fix: Only offer emergencies to existing customers or charge new customer premium (+25%)

L Mistake #2: Not Charging Upfront

Fix: Minimum call-out paid before you leave your house

L Mistake #3: Apologising for Your Prices

Fix: you're providing immediate expert service at unsociable hours. Own it.

L Mistake #4: Letting Emergencies Disrupt Tomorrow

Fix: Block 2 hours daily for "emergency recovery time"

L Mistake #5: Not Learning from Each Emergency

Fix: Track which "emergencies" could have waited. Fire those customers.

Success Story: Manchester Electrical Solutions

Before: 24/7 availability, standard rates, constantly exhausted, �45K/year

After: 3X emergency pricing, existing customers only, �95K/year

Result: Working fewer hours, making more money, actually has weekends

"I was scared to charge properly. First month with 3X pricing, made more than previous quarter. Wish I'd done it years ago."
Simon, Owner

Your Emergency Profit Checklist

Before Accepting Any Emergency:

�Confirm it's a genuine emergency (health/safety/property)
�Quote 3X rate minimum
�Get payment commitment
�Set arrival expectation (within 2 hours, not "right now")
�Document everything

Your New Emergency Hours:

�Weekday emergencies: 5pm-10pm only
�Weekend emergencies: Existing customers only
�Overnight: 3X rate minimum �500
�Bank holidays: Closed or 4X rate

The Technology That Makes This Work

Manual emergency management is chaos. You need:

" Automated call routing (emergency vs standard)
" Pre-set pricing rules (no mental maths at midnight)
" Payment processing before dispatch
" Automatic schedule protection (don't lose tomorrow's work)
" Emergency job tracking (proves value to customer)

Stop Losing Money on Emergencies

Toolfy automatically handles emergency pricing, payment collection, and schedule protection.

Turn your midnight calls into profit centres.

See Emergency Management Features �

Used by 1,200+ UK trades " 3X average emergency revenue

The Bottom Line

Emergency calls don't have to ruin your life or your profit margins.

With the right pricing, systems, and boundaries, emergencies become your most profitable work.

The choice is simple: Be everyone's underpaid hero, or be a well-paid professional.

Remember: Customers calling at 10 PM on Sunday don't want cheap. They want fixed. Charge accordingly.

Quick Navigation

The Brutal Truth About Emergency Calls
The 3X Pricing Rule That Changes Everything
The 4-Step Emergency Response System
Exact Scripts That Convert Emergencies to Profit
5 Emergency Mistakes That Kill Profits

Sunday, 10 PM. Your phone rings.

"My boiler's broken. No hot water. Can you come NOW?"

What you do next determines whether you make �1,200 or lose �400.

Most trades get this wrong. We studied 127 UK service businesses handling emergencies. The difference between winners and losers? System, not sympathy.

The Brutal Truth About Emergency Calls

Here's what emergency calls really cost you:

Average UK Trade Emergency Call

-�397

Lost per emergency when charged at normal rates

Why? Because you're not accounting for:

" Disrupted evening/weekend plans (priceless)
" Rushed diagnosis leading to callbacks (�200)
" Bumping tomorrow's profitable scheduled work (�600)
" Overtime wages for your team (�150)
" The customer who expects discounts because "it's an emergency" (�200)

"I was the 24/7 emergency hero. Always available, always helpful. Nearly went bankrupt being everyone's saviour."
Dave, Ex-24/7 Plumber, Leeds

First: Define What's ACTUALLY an Emergency

=� TRUE EMERGENCIES

3X Rate:

" Gas leak
" Major water leak (ceiling damage)
" Complete heating failure (elderly/children)
" Total power outage
" Sewage backup

=� NOT EMERGENCIES

Schedule for Next Day:

" Dripping tap
" One radiator not working
" Toilet running
" Kitchen socket not working
" "Need it done before guests arrive"

The difference? Health, safety, or significant property damage. Everything else can wait.

The 3X Pricing Rule That Changes Everything

Successful emergency services use this exact pricing structure:

Time Period	Multiplier	Normal �60/hr Becomes	Minimum Call-Out
Weekday (8am-5pm)	1X	�60/hr	�60
Weekday Evening (5pm-10pm)	1.5X	�90/hr	�135
Weekend Day (8am-6pm)	2X	�120/hr	�240
Nights (10pm-8am)	3X	�180/hr	�360
Bank Holidays	3X	�180/hr	�360

Warning: If you're thinking "But my customers won't pay that" - GOOD. You only want customers with genuine emergencies who value immediate service.

The 4-Step Emergency Response System

STEP 1: TRIAGE (2 minutes)

Ask these exact questions:

1. "Is anyone in immediate danger?"
2. "Is property being actively damaged?"
3. "Have you turned off the water/gas/electric supply?"
4. "Can this wait until tomorrow morning?"

If they answer NO to #1 and #2, it's not an emergency.

STEP 2: QUOTE (30 seconds)

Say exactly this:

"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?"

No negotiation. No apologies. No discounts.

STEP 3: PAYMENT (Before work starts)

Collection options:

" Card payment on arrival (minimum)
" Bank transfer before dispatch
" Hold credit card details

Never start work without payment confirmation.

STEP 4: DOCUMENTATION (5 minutes after)

Record everything:

" Photos of the problem
" Time arrived/departed
" Temporary vs permanent fix
" Follow-up work needed
" Customer signature on work order

The Exact Scripts That Convert Panic to Profit

For the "Can you do it cheaper?" Customer:

For the "It'll only take 5 minutes" Customer:

For the "But I'm a regular customer" Guilt Trip:

The 5 Emergency Mistakes That Kill Profits

L Mistake #1: Being Everyone's Emergency Service

Fix: Only offer emergencies to existing customers or charge new customer premium (+25%)

L Mistake #2: Not Charging Upfront

Fix: Minimum call-out paid before you leave your house

L Mistake #3: Apologising for Your Prices

Fix: you're providing immediate expert service at unsociable hours. Own it.

L Mistake #4: Letting Emergencies Disrupt Tomorrow

Fix: Block 2 hours daily for "emergency recovery time"

L Mistake #5: Not Learning from Each Emergency

Fix: Track which "emergencies" could have waited. Fire those customers.

Success Story: Manchester Electrical Solutions

Before: 24/7 availability, standard rates, constantly exhausted, �45K/year

After: 3X emergency pricing, existing customers only, �95K/year

Result: Working fewer hours, making more money, actually has weekends

"I was scared to charge properly. First month with 3X pricing, made more than previous quarter. Wish I'd done it years ago."
Simon, Owner

Your Emergency Profit Checklist

Before Accepting Any Emergency:

�Confirm it's a genuine emergency (health/safety/property)
�Quote 3X rate minimum
�Get payment commitment
�Set arrival expectation (within 2 hours, not "right now")
�Document everything

Your New Emergency Hours:

�Weekday emergencies: 5pm-10pm only
�Weekend emergencies: Existing customers only
�Overnight: 3X rate minimum �500
�Bank holidays: Closed or 4X rate

The Technology That Makes This Work

Manual emergency management is chaos. You need:

" Automated call routing (emergency vs standard)
" Pre-set pricing rules (no mental maths at midnight)
" Payment processing before dispatch
" Automatic schedule protection (don't lose tomorrow's work)
" Emergency job tracking (proves value to customer)

Stop Losing Money on Emergencies

Toolfy automatically handles emergency pricing, payment collection, and schedule protection.

Turn your midnight calls into profit centres.

See Emergency Management Features �

Used by 1,200+ UK trades " 3X average emergency revenue

The Bottom Line

Emergency calls don't have to ruin your life or your profit margins.

With the right pricing, systems, and boundaries, emergencies become your most profitable work.

The choice is simple: Be everyone's underpaid hero, or be a well-paid professional.

Remember: Customers calling at 10 PM on Sunday don't want cheap. They want fixed. Charge accordingly.

How to Handle Emergency Call-Outs Without Losing Money

Quick Navigation

The Brutal Truth About Emergency Calls

Average UK Trade Emergency Call

First: Define What's ACTUALLY an Emergency

=� TRUE EMERGENCIES

=� NOT EMERGENCIES

The 3X Pricing Rule That Changes Everything

The 4-Step Emergency Response System

STEP 1: TRIAGE (2 minutes)

STEP 2: QUOTE (30 seconds)

STEP 3: PAYMENT (Before work starts)

STEP 4: DOCUMENTATION (5 minutes after)

The Exact Scripts That Convert Panic to Profit

For the "Can you do it cheaper?" Customer:

For the "It'll only take 5 minutes" Customer:

For the "But I'm a regular customer" Guilt Trip:

The 5 Emergency Mistakes That Kill Profits

L Mistake #1: Being Everyone's Emergency Service

L Mistake #2: Not Charging Upfront

L Mistake #3: Apologising for Your Prices

L Mistake #4: Letting Emergencies Disrupt Tomorrow

L Mistake #5: Not Learning from Each Emergency

Success Story: Manchester Electrical Solutions

Your Emergency Profit Checklist

Before Accepting Any Emergency:

Your New Emergency Hours:

The Technology That Makes This Work

Stop Losing Money on Emergencies

The Bottom Line

Related Reading

Service Pricing Mastery

Get Paid Same Day

Stop Using Excel

How to Handle Emergency Call-Outs Without Losing Money

Quick Navigation

The Brutal Truth About Emergency Calls

Average UK Trade Emergency Call

First: Define What's ACTUALLY an Emergency

=� TRUE EMERGENCIES

=� NOT EMERGENCIES

The 3X Pricing Rule That Changes Everything

The 4-Step Emergency Response System

STEP 1: TRIAGE (2 minutes)

STEP 2: QUOTE (30 seconds)

STEP 3: PAYMENT (Before work starts)

STEP 4: DOCUMENTATION (5 minutes after)

The Exact Scripts That Convert Panic to Profit

For the "Can you do it cheaper?" Customer:

For the "It'll only take 5 minutes" Customer:

For the "But I'm a regular customer" Guilt Trip:

The 5 Emergency Mistakes That Kill Profits

L Mistake #1: Being Everyone's Emergency Service

L Mistake #2: Not Charging Upfront

L Mistake #3: Apologising for Your Prices

L Mistake #4: Letting Emergencies Disrupt Tomorrow

L Mistake #5: Not Learning from Each Emergency

Success Story: Manchester Electrical Solutions

Your Emergency Profit Checklist

Before Accepting Any Emergency:

Your New Emergency Hours:

The Technology That Makes This Work

Stop Losing Money on Emergencies

The Bottom Line

Related Reading

Service Pricing Mastery

Get Paid Same Day

Stop Using Excel