Handle Emergency Callouts Without Overbooking

Before accepting another callout, check the next address on your phone and tell the customer when you can realistically arrive.

Ask what is happening now

Check for immediate danger first. Fire, a suspected gas escape or a threat to life needs the appropriate emergency service or network operator. Keep any remote advice within your competence.

For other faults, ask whether damage is continuing and whether the caller can safely wait.

Include finishing the job you are on

Allow for testing, packing up and explaining the repair before adding the drive. Check parking or access at the next address.

Example: 45 minutes to finish, 15 to pack up and 30 to drive means at least 90 minutes before arrival.

Give a useful answer

“I can reach you between [times]. Does that work for you?” If it does not, say so now rather than holding a booking you cannot reach.

Send one update when the plan changes

Tell the next customer your revised arrival window before you are late. Pause new calls when you are full. Keep the time needed to complete and check the current job safely.

Updated 27 October 2026 · Report a factual error