The phone, answered
Most of the work you lose, you never hear about. Somebody rings at ten past seven, gets no answer, and rings the next name on the list.
The phone, at ten past seven
It answers while you are under a sink.
Press play and read along. This is how the call goes, written out rather than recorded, so you can see every word of it.
Norwich · 19:08 · 41 seconds
- CallerHello — is that Marlow Plumbing? I've got water coming out the bottom of the boiler.
- Answered for Marlow PlumbingIt is, yes. Sorry to hear that. Is it still running, or have you switched it off?
- CallerIt's still on. There's a drip into a bowl underneath.
- Answered for Marlow PlumbingTurn it off at the switch beside it if you can reach, and leave the bowl where it is. That will stop it getting worse overnight.
- CallerRight, I can do that.
- Answered for Marlow PlumbingDave has a slot tomorrow morning between eight and ten. Whereabouts are you?
- CallerThorpe Hamlet, off Ketts Hill.
- Answered for Marlow PlumbingThat is ten minutes from his first job. I will put you down for tomorrow morning and he will ring before he sets off. What is the best number?
What the owner woke up to
- Booked: tomorrow, 8–10am, Thorpe Hamlet
- Boiler leaking, told to isolate at the switch
- Ring before setting off
Where you still decide
Pricing the job, committing to a time, deciding whether something needs you out tonight — those stay with you, because those are the parts that need you. This makes sure the call gets answered, the details get taken properly, and the lot is written down by morning.