The words “open 24 hours” are like music to a customer’s ears. But is it smart for you to keep your doors – or office – open all hours of the day and night? If you run a home services company, your answer is probably: yes.
Is 24-Hour Service Right for Your Business?
Does your business need to offer 24-hour service? There are three people you should ask this question to: your customers, your technicians and your company.
In the plumbing industry, 24-hour service is almost a standard. Take Angel Plumbers as an example. The company offers 24-hour emergency service because you never know when a pipe could burst or a leak can turn into something more serious.
When plumbing problems cause leaks and flooding, customers don’t want to wait until morning to get the issue fixed. By then, serious damage has already been done.
When determining whether a 24-hour service is the right choice for your business, put yourself in your customers’ shoes. Do they need round-the-clock service?
What about Your Technicians?
One of the main obstacles that keeps companies from offering 24-hour service is their technicians.
Owners automatically assume that no one will want to leave their families to work in the middle of the night. But in reality, there are trained technicians who would actually prefer to work nights or even weekends.
The modern workweek isn’t Monday-Friday anymore. Many people are looking for jobs that allow them to work the weekends and enjoy Monday and Tuesday off – when their spouses also have off.
Will it Make You Money?
If your customers want 24-hour service and you find technicians who will help make that happen, then you will absolutely make money from emergency services.
Call up the competition after 6:30 and see who answers the phone. There’s a good chance that you will be one of the only companies open and offering service after the typical work day has ended.
Finding a way to make 24-hour service profitable may seem like a challenge, but it’s important to find the right technicians and to charge the right prices. You don’t necessarily have to charge a higher fee for after-hours service, but many companies do. You can offer incentives to technicians to take after-hours calls.
And if you’re worried about having to wake up in the middle of the night to answer calls, you can always hire a customer service company to do this for you.
Along with being directly profitable, offering 24-hour service will also boost your credibility and image in the community. If you’re one of the only companies in the community to offer after-hours service, word will spread quickly about your brand. And if you also provide excellent service, you will gain the trust and loyalty of many customers in your area.
People just want to find someone they can trust. Being available at all times is a good start. Choosing the right price point, and hiring professional and friendly technicians will go a long way in helping you secure a large percentage of the local market.