After-hours and emergency call policy for contractors
Emergency work pays well but burns out small crews. A clear policy protects your people and your margin.
- Decide what counts as an emergency. Water leak, no heat in winter, no cooling for vulnerable customers, power loss.
- Set an after-hours rate. Tell customers the premium before dispatching.
- Set response windows. Say the time you aim to arrive, not a guarantee.
- Rotate on-call fairly. Share the load and pay for it.
- Capture every after-hours call. Missed calls at night are jobs your competitor answers.
Common questions
Should I tell customers my rates on the phone?
Yes, state the after-hours premium before you dispatch.
Can I stop offering emergency service?
Yes. Say so on your site and voicemail so customers look elsewhere quickly.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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