• Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
  • ENGINEERS
  • RADIANT & HYDRONICS
  • INSIGHTS
  • MEDIA
  • RESOURCES
  • EMAGAZINE
  • SIGN UP!
cart
facebook instagram twitter linkedin youtube
  • CONTRACTORS
  • BATH & KITCHEN PRO
  • BUSINESS MANAGEMENT
  • HIGH EFFICIENCY HOMES
  • TECHNOLOGY
  • WATER TREATMENT
  • PMC COLUMNS
  • PMC COLUMNS
  • Dave Yates: Contractor’s Corner
  • John Siegenthaler: Hydronics Workshop
  • Kenny Chapman: The Blue Collar Coach
  • Matt Michel: Service Plumbing Pros
  • Scott Secor: Heating Perceptions
  • ENGINEERS
  • CONTINUING EDUCATION
  • DECARBONIZATION | ELECTRIFICATION
  • FIRE PROTECTION
  • GEOTHERMAL | SOLAR THERMAL
  • PIPING | PLUMBING | PVF
  • PME COLUMNS
  • PME COLUMNS
  • Christoph Lohr: Strategic Plumbing Insights
  • David Dexter: Plumbing Talking Points
  • James Dipping: Engineer Viewpoints
  • John Seigenthaler: Renewable Heating Design
  • Lowell Manalo: Plumbing Essentials
  • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
  • RADIANT COMFORT REPORT
  • THE GLITCH & THE FIX
  • INSIGHTS
  • CODES
  • GREEN PLUMBING & MECHANICAL
  • PROJECT PROFILES
  • COLUMNS
  • SPONSOR INSIGHTS
  • COLUMNS
  • Codes Corner
  • Natalie Forster: Editorial Opinion
  • Guest Editorial
  • MEDIA
  • PODCASTS
  • VIDEOS
  • WEBINARS
  • RESOURCES
  • INDUSTRY CALENDAR
  • DIRECTORIES
  • EBOOKS
  • PM BOOKSTORE
  • CE CENTER
  • MARKET RESEARCH
  • CLASSIFIEDS
  • EMAGAZINE
  • EMAGAZINE
  • ARCHIVE ISSUES
  • CONTACT
  • ADVERTISE
  • PME EMAGAZINE ARCHIVES
search
cart
facebook instagram twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
    • BATH & KITCHEN PRO
    • BUSINESS MANAGEMENT
    • HIGH EFFICIENCY HOMES
    • TECHNOLOGY
    • WATER TREATMENT
    • PMC COLUMNS
      • Dave Yates: Contractor’s Corner
      • John Siegenthaler: Hydronics Workshop
      • Kenny Chapman: The Blue Collar Coach
      • Matt Michel: Service Plumbing Pros
      • Scott Secor: Heating Perceptions
  • ENGINEERS
    • CONTINUING EDUCATION
    • DECARBONIZATION | ELECTRIFICATION
    • FIRE PROTECTION
    • GEOTHERMAL | SOLAR THERMAL
    • PIPING | PLUMBING | PVF
    • PME COLUMNS
      • Christoph Lohr: Strategic Plumbing Insights
      • David Dexter: Plumbing Talking Points
      • James Dipping: Engineer Viewpoints
      • John Seigenthaler: Renewable Heating Design
      • Lowell Manalo: Plumbing Essentials
      • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
    • RADIANT COMFORT REPORT
    • THE GLITCH & THE FIX
  • INSIGHTS
    • CODES
    • GREEN PLUMBING & MECHANICAL
    • PROJECT PROFILES
    • COLUMNS
      • Codes Corner
      • Natalie Forster: Editorial Opinion
      • Guest Editorial
    • SPONSOR INSIGHTS
  • MEDIA
    • PODCASTS
    • VIDEOS
    • WEBINARS
  • RESOURCES
    • INDUSTRY CALENDAR
    • DIRECTORIES
    • EBOOKS
    • PM BOOKSTORE
    • CE CENTER
    • MARKET RESEARCH
    • CLASSIFIEDS
  • EMAGAZINE
    • EMAGAZINE
    • ARCHIVE ISSUES
    • CONTACT
    • ADVERTISE
    • PME EMAGAZINE ARCHIVES
  • SIGN UP!
Columns

Four Ways To Make More Money With Extended Hours

By Al Levi
September 1, 2009
Handle after-hours calls better than your competition and watch the money flow.

Sitting in a bar many years ago with Frank Blau, an industry giant, at a convention (trust me, it was all about the education!), we got to talking about extended-hour service.

Frank was sharing with me that 40 percent of his profitability came from his company’s ability to handle the after-hours calls better than his competition. That was an eye-opener. But it was nothing new to me; I was born into a family business that actively practiced the 24/7/365 philosophy by manning our own phones and having staff in the field to do just that.

That said, Frank is king when it comes to numbers and I had never sat back to realize just how right he was until that moment.

I teach my clients how to extend their hours of service so that they better serve their customers on their schedule, not at the convenience of the company. It’s the right thing to do. But it’s also the only smart way to squeeze all the profit you can out of your business. That’s true in any economy, but now it’s nonnegotiable.

So if you’re going to get smart and put an extended-hours service program into place, here’s how I teach my clients to kick in the extended hours program the right way:

1. How do you keep track of who's on and who's off for a rotating shift layout?

Answer: Set up an Excel spreadsheet that has all the techs you employ and then what trade skills they can do - plumbing, drain cleaning, heating, electrical, etc. Then, plot it out on a monthly calendar just so you get a feel for it.

2. How many techs do I need on these shifts?

Answer: The number of techs depends on the following:
  • How much measured call volume you have and when the calls are coming in.

    Typically, one tech is scheduled and working, and there is one on-call tech available if the demand requires you call him in. Then adjust as these extended hours become known by existing customers and, optimistically, new customers.

    FYI: Get good at handling these calls! Then advertise the heck out of it and make the phone ring off the hook.

  • The more trades you do, the more on-call techs you will need.

    This is another essential reason for cross-training, which is something you must commit to. It becomes a great WIIFM (what’s in it for me) reason for techs since you can then stress it as a way to have less on-call hours, reach a higher salary level and attain more of a bonus.

    FYI: The 10 a.m. to 7 p.m. weekday shifts or 7 a.m. to 7 p.m. Saturday shifts are “Gravy Shifts.” You have no competition because most everyone shuts down at 4 p.m. or doesn’t work at all on Saturday. Plus, most charge extra for Saturday calls. Frankly, the techs just need to be good, and your CSRs and DSRs need to be good at booking these slots. Then the money will flow.


3. Do I schedule calls for Saturday and any call that comes in that day is on an on-call basis?

Answer: The best companies call Saturday hours “same as normal service.” The day is staffed with rotating shifts or overtime in the most dramatic weather if staffing rotation isn’t possible.

You’ll get higher sales with someone who works this shift instead of just being on call. It also takes a dedicated CSR who fields these calls in the office from 10 a.m. to 7 p.m. with the intention of booking them.

Many of the best shops insist their managers rotate handling the after-hours calls because they screen the callers and get a credit card over the phone. Plus, they have computer access remotely to make sure they book the call live. They also have far more ability to get a tech out of bed or off the couch and into his truck than an answering service does or even a CSR.

FYI: It’s all about the intention to book the call, make the sale and everyone being held accountable to that end.

4. Where is the cutoff on taking extended-hours calls, if any?

Answer: The rotating techs are scheduled from 10 a.m. to 7 p.m. Monday through Friday or from 7 a.m. to 7 p.m. Saturday, and we don't stop taking more calls!

We book the techs for their shift. When they tell us they’re winding down, the on-call tech takes over.

Note that if the 10 a.m. to 7 p.m. tech (which is a rotating shift through the company) decides on a 5-degree night to say, “Screw it! I’m going home at 7 p.m.,” this will stick the on-call tech. Trust me, they will fix this behavior fast, especially if you let them all know you’re aware of it.

Last Notes

To get the 10 a.m. to 7 p.m. weekday and Saturday rotational shift up and running, you should:
    1. Better manage the dispatching and call-taking areas of your business to ensure there are sufficient calls for these techs.

    2. Make sure the office manager trains the office staff to properly book these calls, and instruct him or her how to handle the unavoidable complaints once the shift begins.

    3. The service manager needs to meet each day with the techs on rotation to find out how the previous day’s calls went so adjustments can be made to maximize these shifts.

    4. If it is going well (i.e., these techs are making good sales), talk to the 10 a.m. to 7 p.m. tech and the Saturday tech to get their feedback. Get them to stand up and “testify” to the value of the extended-hours shifts at your weekly tech sales meeting.

    5. Actively solicit customer feedback to the extended coverage and get as many good testimonials as you can. Photos are also a big bonus. This becomes marketing gold.
For example: “I had water running everywhere and it was 6 p.m. When I called Appleseed, I was expecting an answering machine. To my delight and great relief, Al - a real live, caring person - answered the phone. He reassured me they had a tech who was still working because they have extended hours just for things like this. To my extreme joy, Tom showed up in 30 minutes and I was once again warm and dry. Thank you, Appleseed, for working around the clock to help people like me in need.
Jane Doe
Phoenix, Ariz.”

Get busy converting these calls, and put a stop to the dollars you’ve been throwing away!

Links

  • Contact Plumbing & Mechanical

Share This Story

Looking for a reprint of this article?
From high-res PDFs to custom plaques, order your copy today!

200x200 7power blog

Al Levi teaches contractors how to run their businesses with less stress and more success with operating manuals. To get control of your business and grow the right way, check out the "7-Power Contractor Signature Operating Manuals System," at 7powercontractor.com/manuals. Also check out Zoom Franchise Co. at zoomdrainfranchise.com. It’s a living example of the power of manuals and more in action.

Recommended Content

JOIN TODAY
to unlock your recommendations.

Already have an account? Sign In

  • Worker using the Milwaukee Tool SWITCH PACK drain cleaner

    Pipeline profits: Drain cleaning, pipe inspection create opportunities

    Drain cleaning and inspection services offer lucrative...
    Green Plumbing and Mechanical
    By: Nicole Krawcke
  • Uponor employee, Arturo Moreno

    The reinvestment in American manufacturing and training

    Plumbing & Mechanical Chief Editor Nicole Krawcke and...
    Plumbing News
    By: Nicole Krawcke and Natalie Forster
  • March 2024 Women in Plumbing hero image of woman engineer overlayed by circle of hexagon shapes with numbers from 1 to 10

    Celebrating 10 Influential Women in the Plumbing Industry

    Celebrating Women's History Month and Women in...
    Plumbing News
    By: Nicole Krawcke
close

1 COMPLIMENTARY ARTICLE(S) LEFT

Loader

Already a Registered User? Sign in now.

Subscribe For Free!
  • eNewsletters
  • Online Registration
  • Subscription Customer Service
  • eMagazine
  • Manage My Preferences

NIBCO Press Solutions

NIBCO Press Solutions

Bell & Gossett Illustrates Path to Net-zero at AHR Expo

Bell & Gossett Illustrates Path to Net-zero at AHR Expo

AI can boost efficiency and profitability for plumbing, HVAC contractors

AI can boost efficiency and profitability for plumbing, HVAC contractors

IPEX celebrates grand opening of new Florida distribution center

IPEX celebrates grand opening of new Florida distribution center

More Videos

Sponsored Content

Sponsored Content is a special paid section where industry companies provide high quality, objective, non-commercial content around topics of interest to the Plumbing & Mechanical audience. All Sponsored Content is supplied by the advertising company and any opinions expressed in this article are those of the author and not necessarily reflect the views of Plumbing & Mechanical or its parent company, BNP Media. Interested in participating in our Sponsored Content section? Contact your local rep!

close
  • J.J. Keller CMV vehicles on road
    Sponsored byJ. J. Keller & Associates, Inc.

    The dash cam game-changer for small business safety

Popular Stories

The interior of a government building.

President Trump signs executive order promoting skilled trades and apprenticeships

Underfloor heating installation with drain sewer hole in bathroom close up on water floor heating.

Using hydronics to leverage time-of-use electrical rates

Watts Nexa mobile image

Behind the Wall: Where smart plumbing gets smarter

PMCE Home-X April 29 Free Webinar: From Legacy to Leadership: Preparing Your Home Services Business for the Next Generation

Events

November 13, 2024

Future Proofing MEP: Navigating the 2026 High Efficiency Water Heating Standards

Join our deep dive into DOE’s new standards so you can future-proof your MEP practice.

EARN: 0.1 ASPE CEU; 1 AIA LU/HSW; 0.1 IACET CEU*; 1 PDH

View All Submit An Event

Poll

Will business be up or down in 2025?

Do you anticipate business in 2025 to be up or down in comparison to 2024?
View Results Poll Archive

Products

The Water Came To A Stop

The Water Came To A Stop

See More Products

Download the FREE Water Conservation, Quality & Safety eBook: Plumbing Trends Increasing Safe Water Availability

Related Articles

  • March 2024 Matt Michel column Ad Mockup

    7 reasons manufacturers advertise in the trade press

    See More
  • 01 PM 1123 Matt Michel Column feature image

    9 ways to out-recruit the competition

    See More
  • John Siegenthaler Hydrolics Workshop

    Some ways to simplify hydronic systems

    See More
×

Keep your content unclogged with our newsletters!

Stay in the know on the latest plumbing & piping industry trends.

JOIN TODAY!
  • RESOURCES
    • Advertise
    • Contact Us
    • Directories
    • Store
    • Want More
    • Supply House Times
  • SIGN UP TODAY
    • Create Account
    • eMagazine
    • eNewsletter
    • Customer Service
    • Manage Preferences
  • SERVICES
    • Marketing Services
    • Reprints
    • Market Research
    • List Rental
    • Survey/Respondent Access
  • STAY CONNECTED
    • LinkedIn
    • Facebook
    • Instagram
    • YouTube
    • X (Twitter)
  • PRIVACY
    • PRIVACY POLICY
    • TERMS & CONDITIONS
    • DO NOT SELL MY PERSONAL INFORMATION
    • PRIVACY REQUEST
    • ACCESSIBILITY

Copyright ©2025. All Rights Reserved BNP Media.

Design, CMS, Hosting & Web Development :: ePublishing

search
cart
facebook instagram twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
  • NEWS
  • PRODUCTS
  • CONTRACTORS
    • BATH & KITCHEN PRO
    • BUSINESS MANAGEMENT
    • HIGH EFFICIENCY HOMES
    • TECHNOLOGY
    • WATER TREATMENT
    • PMC COLUMNS
      • Dave Yates: Contractor’s Corner
      • John Siegenthaler: Hydronics Workshop
      • Kenny Chapman: The Blue Collar Coach
      • Matt Michel: Service Plumbing Pros
      • Scott Secor: Heating Perceptions
  • ENGINEERS
    • CONTINUING EDUCATION
    • DECARBONIZATION | ELECTRIFICATION
    • FIRE PROTECTION
    • GEOTHERMAL | SOLAR THERMAL
    • PIPING | PLUMBING | PVF
    • PME COLUMNS
      • Christoph Lohr: Strategic Plumbing Insights
      • David Dexter: Plumbing Talking Points
      • James Dipping: Engineer Viewpoints
      • John Seigenthaler: Renewable Heating Design
      • Lowell Manalo: Plumbing Essentials
      • Misty Guard: Guard on Compliance
  • RADIANT & HYDRONICS
    • RADIANT COMFORT REPORT
    • THE GLITCH & THE FIX
  • INSIGHTS
    • CODES
    • GREEN PLUMBING & MECHANICAL
    • PROJECT PROFILES
    • COLUMNS
      • Codes Corner
      • Natalie Forster: Editorial Opinion
      • Guest Editorial
    • SPONSOR INSIGHTS
  • MEDIA
    • PODCASTS
    • VIDEOS
    • WEBINARS
  • RESOURCES
    • INDUSTRY CALENDAR
    • DIRECTORIES
    • EBOOKS
    • PM BOOKSTORE
    • CE CENTER
    • MARKET RESEARCH
    • CLASSIFIEDS
  • EMAGAZINE
    • EMAGAZINE
    • ARCHIVE ISSUES
    • CONTACT
    • ADVERTISE
    • PME EMAGAZINE ARCHIVES
  • SIGN UP!