In the August 2018 Snapshot Survey, we asked contractors all about after-hours service calls. Here's one survey question and its results from the summary report, which is now available in its entirety to EGIA members.
Question: Does your company answer after-hours service calls?
First and foremost, we wanted to know how many companies field and respond to after-hours services calls, and it turns out an overwhelming 96% keep employees handy throughout the night. While companies operate on a standard schedule, equipment, of course, isn’t always polite enough to only breakdown during normal business hours. If and how a company offers after-hours service can be a complex problem to address, but the merits of keeping people available round-the-clock are all too apparent. A customer knowing that a problem that arises at any time, day or night, will be addressed in a timely manner may be the difference between them picking your company or your competitor. And as the 96% to 4% split shows, your competitor probably answers after-hours service calls.
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For a deep dive into service management, and to access training materials, recommendations and education pieces, visit the Contracting Best Practices Library at the EGIA Member Dashboard.