During the week, we offer Emergency Services overnight.
The fees are quite high, so most of our customers decide to wait until the next morning when we are open for regular business hours.
Last Friday night, I was working the emergency service shift. The phone rang around midnight and a customer was frantic because she did not have any heat in her apartment. I told the customer that we charge a fee for after hours repairs. He did not seem concerned about the fee. She still wanted me to handle the repair as soon as possible. I hung up the phone and crawled out of bed. I decided to take a shower, because I was still very sleepy. While I was in the shower, the customer called a second time. She left a message. The lady wanted to know if I had left already. It was only 10 minutes after she called the first time. I listen to the voicemail. While I was listening to the voicemail, the customer called again. I didn’t switch over to the phone call quickly enough and she left another voicemail. She called a third time while I was on my way to her address. I didn’t bother answering the phone, because I was already on the way. I probably should have listened to the third phone call, because the third phone call was that customer calling to postpone the repair until the next morning. When I arrived at her home, all of the lights were shut off and no one answered the front door.