Plumbing answering service: stop losing jobs to missed calls
When you are under a sink or up a ladder you cannot answer the phone. The customer rings the next plumber, and a job you never knew about goes elsewhere. An answering service gets the details for you so you can call back with the job already understood.
What a missed call is worth
Worked example (assumptions in bold)
If you miss 5 enquiries a week, one in three would have turned into a job, and the average job is £150, that is about £250 a week, or roughly £13,000 a year.
Replace the numbers with yours. Even one extra job a week changes the maths.
What an answering service does for a trade business
- Answers in your business name, in a professional, friendly way
- Asks the right questions: name, number, address, what is wrong, how urgent
- Marks emergencies, such as leaks and no heating, so you can call those back first
- Passes you the details straight away, with a support team on WhatsApp for updates
Answering service for plumbing companies
A one-van plumber needs someone to take the call. A plumbing company with several engineers also needs the call routed properly. A good plumber answering service will:
- ask which area the job is in so it goes to the right engineer
- follow your on-call rota for emergencies out of hours
- keep a clear record of every enquiry so nothing is lost between engineers
- stay on the same number your customers already ring
Emergency or routine: the questions a handler should ask
- Emergency: is water leaking now, is there no heating or hot water, is there a gas smell? (A gas smell should always go to the National Gas Emergency number, 0800 111 999, first.)
- Routine: what is the job, where, and when would suit the customer?
- Always: name, phone number, address and a good time to call back
What to ask a provider
- Can you set a script for emergency and routine jobs?
- How fast do messages reach me?
- Can calls be answered out of hours and at weekends?
- What is the contract and notice period?
- Where is the team based and how is customer data handled?
Go further than the phone
Most trade customers search on their phone, look at reviews and ring. A simple website with your areas and services, plus a review request after each job, turns the same calls into more work. See our page for plumbers and trades, our prices and how it works for other call-heavy businesses.
What it costs
Call answering is £3 per hour of cover (was £5), and you pick the hours. Covering 4 hours a day on 6 days a week is 4 × 6 × £3 = £72 a week. The Local Services Growth Pack is £500 a month; see what it includes on the pricing page.
Frequently asked questions
Is a plumber answering service worth it?
If you regularly miss calls while on a job, usually yes. Even one extra job a week can cover the cost, and the worked example above shows how to check it with your own numbers.
Do you work with plumbing companies with several engineers?
Yes. The handler can ask the area and pass the details to the right person, following the rota you set.
Can the service book jobs into my diary?
The handler takes the details and passes them to you. You choose how bookings are confirmed.
Will customers know I use an answering service?
Calls are answered in your business name. The handler follows your script, so callers get a clear answer and know you will call back.
Can it cover emergencies at night?
Hours of cover are chosen by you. Ask about out-of-hours coverage when you set up.