Before Friday
- Write down what gets a weekend visit: no heat in winter, no cooling in a heat wave, an active leak, no water.
- Write down what waits until Monday, so whoever is on call does not have to decide alone.
- Set the weekend rate and trip charge, and make sure whoever answers knows them.
- Put one person on call with a named backup, and rotate it every weekend.
What weekend callers should hear
You have reached the weekend line. If you have no heat, no water or an active leak, stay on and I will get the on-call tech to you. For anything else, leave your address and I will call you first thing Monday.
The office is closed. Please call back during business hours.
This one can safely wait until Monday. I will book you the first slot now so you are not starting from scratch.
Sorry, no weekend service.
The on-call tech can come out today. Weekend visits have an after-hours rate, and I want you to know that before they leave.
Someone might be able to come out.
The three ways this goes wrong
- Treating every weekend call as an emergency. The on-call person burns out and the rotation falls apart.
- Letting weekend calls ring out. A caller with a real emergency calls whoever answers.
- Deciding the rate on the phone. Set it before Friday so every caller hears the same answer.
Weekend coverage is a rule, not a sacrifice. Decide what gets a visit, rotate who is on call, and make sure every caller hears a plan.
I answer the phones for contractors on weekends too, so the on-call tech only hears about the calls that really cannot wait. callbobai.com