westelectric
Senior Member
- Location
- westchester county, NY
For those of you who respond to emergency calls 24/7 how do you treat a situation like this? Call comes in sat. nite 11:30 pm. I will listen to the problem and before dispatching the on call guy I always tell the customer the charge (double time the average service call) Customer says thats too much I'd rather wait till Mon. I say we are all booked up for Mon. and in order to pay normal rate you have to take the next available appt. which could be the end of the week. What do you think? What if this call comes in during normal business hours. Is it fair to pull a guy from a job to respond to this emergency for the same price that everyone else pays for waiting a week for an appt. or should they pay the double time rate even though its during normal busines hours. For long time repeat customers I will usually accommodate them at normal rate, but what about the customer who is just calling because no one else will respond? Very curious to hear some of your responses. I firmly believe that if someone wants emergency response no matter what the emergency is, what time or what day, they should pay a premium. If they dont want to pay the premium then get on the end of the list like everybody else.