What's inside
- Scripts for HVAC, plumbing, electrical and roofing, plus one for other trades
- The questions to ask on every after-hours call
- Which calls need you tonight and which can wait
- Safety steps to give the caller while they wait
- What to say to close the call so they don't call someone else
Print it and keep it by the phone, or share it with whoever answers your calls.
You're all set. The scripts are below. Bookmark this page to come back to them.
HVAC after-hours script
Most after-hours HVAC calls are no heat or no cooling. Your job is to find out quickly whether anyone is at risk.
1. Answer
Thanks for calling [Business], this is [Name]. What's going on with your system?
2. Get the basics
- Name and the best number to reach them
- Address
- What's happening: no heat, no cooling, a noise, a smell, or water leaking
- How long it's been going on
Is anyone in the home elderly, very young, or have a health condition that makes the heat or cold a problem?
3. Quick checks
- Is the thermostat set to heat or cool, and does it have power or fresh batteries?
- Has the breaker for the system tripped?
- When was the filter last changed?
Treat as urgent tonight
- Smell of gas: tell them to leave the house now, not to use switches or flames, and to call the gas company or 911 from outside.
- Burning smell or smoke from the unit: turn the system off at the thermostat. If smoke continues, get out and call 911.
- No heat when it's freezing outside, or no cooling in extreme heat, with someone at risk in the home.
Can usually wait until morning
- System running but not keeping up
- A new noise with no smell
- No heat or cooling when the weather is mild and nobody is at risk
4. Close the call
I've got you down first thing tomorrow. I'll call you by [time] with an arrival window.
I'm on my way. I should be there in about [minutes]. I'll text when I'm close.
Plumbing after-hours script
The first question is whether water is still flowing. If it is, getting the water shut off comes before anything else.
1. Answer
Thanks for calling [Business], this is [Name]. Is water leaking right now?
2. Get the basics
- Name, best number and address
- Where the water is coming from and how fast
- Whether any water is near outlets, appliances or the electrical panel
3. Help them stop the water
Let's shut the water off. Do you know where your main shutoff valve is?
- It's usually where the water line enters the house, in a garage or utility area, or near the water heater. Some homes only have a shutoff at the meter by the street.
- For a toilet or sink, the small valve behind or under the fixture works.
- If water is near anything electrical, tell them to stay out of the water and not touch it.
Treat as urgent tonight
- A burst pipe or water they can't shut off
- Sewage backing up into the home
- No water to the house at all
- A water heater leaking heavily. Have them turn off its water supply and its power or gas if they can do it safely.
- Smell of gas near the water heater: leave the house and call the gas company or 911 from outside.
Can usually wait until morning
- A slow drain or a single clog when other fixtures work
- A dripping faucet or a running toilet (close the valve behind it)
- A leak that stopped once the water was shut off
4. Close the call
With the water off, you're okay until morning. I'll be there first thing and call you by [time].
I'm on my way. Keep the water off and I'll be there in about [minutes].
Electrical after-hours script
Start with safety: any smell, heat, smoke or sparks changes the whole call.
1. Answer
Thanks for calling [Business], this is [Name]. Before anything else, do you smell burning or see smoke or sparks?
2. Get the basics
- Name, best number and address
- Is the whole house out, or just part of it?
- Do the neighbors have power?
- Has a breaker tripped? Did it trip again after being reset?
Treat as urgent tonight
- Smoke or fire: get everyone out and call 911.
- Burning smell, sparks, or an outlet or panel that's hot to the touch: turn off the breaker for that circuit if they can reach it safely, and stop using it.
- A downed power line: stay far away and call the power company or 911.
- The whole house is out while the neighbors have power.
Can usually wait until morning
- One outlet not working (check for a GFCI outlet to reset first)
- A light that flickers, with no smell or heat
- A breaker that tripped once and has stayed on since
- The whole street is out: that's the power company, not you
3. Close the call
Keep that circuit off tonight and don't use it. I'll be there first thing and call you by [time].
I'm on my way. Stay away from that area and I'll be there in about [minutes].
Roofing after-hours script
Most after-hours roofing calls come during or right after a storm. Nobody should go on the roof at night or in bad weather, including you.
1. Answer
Thanks for calling [Business], this is [Name]. Is water coming inside right now?
2. Get the basics
- Name, best number and address
- Where the water is coming in and how much
- Whether anything hit the roof, like a tree or large limb
- Whether they have homeowners insurance (they may want to call it)
3. What they can do tonight
- Put buckets or towels under the leak and move furniture and valuables away.
- If water is near a light fixture or outlet, turn off the breaker for that room.
- Take photos of the damage for insurance.
- Stay off the roof and out of the attic if the ceiling is sagging.
Treat as urgent
- A tree or large limb on the roof
- A large section of roof missing
- A sagging ceiling with water above it: keep everyone out of that room
- Any wires down with the tree: stay away and call the power company or 911.
Can usually wait until daylight
- A slow drip that a bucket can handle
- A few shingles missing with no water coming in
- A new ceiling stain that isn't dripping
4. Close the call
I'll be out at first light to tarp it and see the damage. I'll call you by [time] tomorrow.
Script for other trades
For landscaping, pest control, handyman and similar work, most after-hours calls can wait. The goal is to get the details and a commitment, so they don't call someone else in the morning.
1. Answer
Thanks for calling [Business], this is [Name]. How can I help?
2. Get the basics
- Name, best number and address
- What they need done and how soon
- Ask them to text you a few photos
Exceptions that can't wait
- Stinging insects near a door, with someone allergic in the home: keep everyone away from the area. If someone is stung and has trouble breathing, call 911.
- A fallen tree on the house, the car, or power lines: stay away, and call the power company or 911 if wires are involved.
3. Close the call
I've got everything I need. I'll call you by [time] tomorrow to set up a time. If you think of anything else, just text this number.
Before you hang up, on every call
- Repeat back their number and address.
- Repeat back the problem in one sentence.
- Tell them exactly when they'll hear from you, and keep that promise.
- Send a text confirming it. Ready-made ones are in our text templates.
These scripts are general guidance for call handling, not safety training. Follow your local codes, your utility's instructions, and your own judgment. When in doubt, tell the caller to get out and call 911.
TradeAssist answers your after-hours calls, sorts emergencies from calls that can wait, and sends you the details, so you're not the one picking up at 9 p.m.
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