Key takeaways
- Emergencies need a human within minutes. Routine jobs can wait for a slot.
- Ask the same safety questions every time.
- Capture details once so dispatch can act.
Two kinds of calls
A burst pipe and a dripping tap arrive on the same phone line. If both wait in a voicemail queue, the emergency goes to a competitor and the routine job gets lost in the noise.
A triage flow
Ask what is happening, whether water is flowing, and whether the customer can reach the shut-off. Mark urgent cases and alert the on-call person immediately. Offer routine customers the next available window.
Keep people in charge
Pricing, safety advice beyond basic instructions and dispatch choices stay with your team.
Read more on our plumbing page and the guide on what a missed call costs.
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