The calls you cannot take
A plumber's phone rings when your hands are full: draining down a system, soldering a joint, on a roof checking a flue. A caller with a leak wants an answer now, and may ring the next plumber on the list rather than leave a voicemail. Tilly answers every call in your business name and sends you the job while you work.
Emergency call-outs
- Leaks, floods, no heating and no hot water are treated as urgent from the start, and urgent messages are texted to you on Pro and Business.
- If a caller smells gas, the first thing she tells them is to leave the property and call the National Gas Emergency Service on 0800 111 999, before anything else.
- If water is leaking, she suggests turning it off at the stopcock if it is safe to do so. Water coming through a ceiling is urgent, and with a transfer rule she puts the caller straight through to you.
- List your call-out charge with your prices and she quotes it. If it is not listed, she says you will confirm it.
Quote requests
For a new job she finds out what the work is, the address or at least the town and postcode, whether it is a home or a business, how urgent it is and the best time to call back. She never quotes a fixed price you have not listed: she says you will confirm a price after a look. You get the details by email, ready to ring back when you down tools.
The jobs you do, and the questions callers ask
List your services, such as boiler servicing and repairs, leaks, radiators, cylinders and bathroom installs, with prices if you publish them. Add your answers to the questions callers ask: whether you are Gas Safe registered (with your registration number, if you want callers to have it), whether you give free quotes, your guarantees and your working hours. She uses your words and never says anything about you that you have not told her.
Covering your patch
When a caller gives a postcode, she checks where it is and how far it is from your base, and answers from the areas you cover. If she is not sure, she says you will confirm and takes the details.
Built on our trades set-up
Plumbers and heating engineers start from the same set-up as our receptionist for trades and home services: the questions, the gas safety rule and the urgent words. We also have a page for electricians. When you sign up, choose "Trades and home services" as your industry.