The Cost of Missed Calls
in Cochrane

When the temperature drops to -35°C in Cochrane and you're dealing with frozen pipes in Heritage Hills, every minute counts. That homeowner with a burst main line isn't going to wait around for you to call back. They're moving down the list, and in a town of 32,000 people with plenty of plumbing competition, that missed call just became your competitor's payday.

You know the scenario. You're under a kitchen sink in Fireside, hands covered in pipe dope, when your phone starts buzzing. Do you answer it covered in grime, or do you finish the job and call back in twenty minutes? Most plumbers choose to finish the work. Most plumbers lose that next job.

Let's talk real numbers, not marketing fluff. The average plumber in the Calgary metro area charges between $120-180 per hour for service calls. In Cochrane, with our mix of acreage properties and newer developments, you're looking at jobs that typically run $300-800 for standard repairs.

Here's the breakdown that should make you uncomfortable: if you miss just two calls per week that would have converted to jobs, you're losing between $31,200 and $83,200 per year. That's not counting the emergency calls during Chinook season when temperature swings wreak havoc on plumbing systems.

Emergency calls pay even better. A frozen pipe emergency in Sunset Ridge on a Sunday night? That's easily $500-1,200 depending on the damage. Miss three emergency calls per month, and you've just kissed goodbye to $18,000-43,200 annually.

But here's where it gets worse. Cochrane sits right at the gateway to the Rockies. We've got ranch properties, acreage homes, and newer subdivisions like Heartland where the plumbing systems vary wildly. A septic issue on a rural property outside town can easily run $2,000-5,000. Miss one of those calls per quarter because you couldn't answer your phone, and you're out $8,000-20,000 per year.

Did you know?

Cochrane plumbers using Buddy capture 40% more leads by answering every call instantly, even at 2 AM.

If you think people will just leave a message and wait for your callback, you're living in 2005. Today's homeowners in Cochrane behave exactly like homeowners everywhere else. They want their problem solved now, not when it's convenient for you.

When a homeowner in Downtown Cochrane has sewage backing up into their basement, they're not leaving voicemails. They're calling the next number on their list. When someone's well pump fails on an acreage property and they have no water, they need a plumber today, not tomorrow.

The mentality has shifted completely. Voicemails feel like delays, and delays mean the problem gets worse. A small leak becomes water damage. A slow drain becomes a complete blockage. A running toilet becomes a flooded bathroom.

Your potential customers are treating missed calls as a signal that you're too busy, too successful, or too established to need their business. They assume you don't want the work.

Cochrane might be smaller than Calgary, but we've got plenty of plumbing companies competing for the same calls. When Mrs. Johnson in Heritage Hills calls about her kitchen sink backing up, she's probably got five plumbers' numbers saved in her phone.

The first plumber to answer gets the job. It's that simple.

Your competition isn't just other solo plumbers either. The bigger Calgary-based companies are happy to drive out to Cochrane for the right job, especially the higher-paying emergencies and the larger acreage properties where the bills run higher.

Think about it from the customer's perspective. They've got a plumbing emergency, they call three plumbers, and only one answers. Who do you think gets the job? The guy who answered, or the guy with the better website?

Every missed call is a gift to your competition.

Let's walk through what you're actually losing when you miss calls in Cochrane.

Scenario 1: Chinook Wind Damage Those warm Chinook winds that make January bearable also create havoc with plumbing systems. Rapid temperature changes cause pipes to expand and contract, leading to joint failures and cracks. When a homeowner in Fireside calls about a sudden leak after a Chinook event, they need help immediately before the damage spreads. Miss that call, and someone else gets a $800-1,500 repair job.

Scenario 2: Rural Well System Failures Cochrane's got plenty of acreage properties with private well systems. When a well pump fails or pressure tank gives out, that family has no water. Zero. These aren't jobs that wait until tomorrow. They're calling every plumber they can find until someone answers. These jobs typically run $1,200-4,000 depending on the system and access issues.

Scenario 3: Frozen Pipe Emergencies At -35°C, pipes freeze fast in Cochrane. Especially in older homes Downtown or in crawl spaces that weren't properly insulated. When pipes freeze, homeowners panic because they know what comes next - burst pipes and water damage. A frozen pipe emergency call is worth $400-2,000 depending on the location and damage.

Scenario 4: Septic System Problems Rural properties around Cochrane rely on septic systems, and when they fail, it's an immediate health hazard. Septic emergencies can't wait. These are some of the highest-paying calls you can get, often ranging from $500 for simple repairs to $15,000+ for full system replacements.

Here's what really hurts: satisfied customers become repeat customers and referral sources. When you miss that initial call, you don't just lose one job. You lose the relationship.

That homeowner in Heartland who called about a clogged drain would have called you back for their kitchen faucet replacement, their hot water tank service, and eventually recommended you to their neighbors. Instead, they're now loyal to whoever answered their call.

In a community like Cochrane where people know each other, word spreads fast. The plumber who shows up when called gets talked about at the hockey rink, at kids' school events, at the grocery store. The plumber who doesn't answer... doesn't get talked about at all.

Every missed call potentially costs you years of future business from that customer and their network.

The solution isn't complicated, but it does require a decision. You need to answer your phone, every time, or have someone else answer it for you.

Option 1: Answer Every Call Yourself Drop what you're doing and answer. Yes, even when you're elbow-deep in a repair. Customers understand that plumbers work with their hands. They don't understand why plumbers don't answer their phones. A quick "I'm on a job site, can I call you back in 30 minutes?" wins more jobs than no answer at all.

Option 2: Use a Proper Answering Service Not voicemail. A real person who can handle basic questions, and most importantly, answer when customers call. Make sure they understand Cochrane - the difference between a Downtown townhome and an acreage property, why Chinook winds matter, and how to prioritize emergency calls.

Option 3: Bring in Help If you're busy enough to regularly miss calls, you're busy enough to hire help. Whether that's an apprentice who can handle simpler jobs or office help who can manage your phone, the cost is less than the revenue you're losing.

The key is treating every call like the valuable opportunity it is. In Cochrane's market, with our weather extremes and mix of property types, plumbing problems are often urgent. Urgent problems pay well, but only if you're available when customers call.

Your phone isn't an interruption to your business. Your phone is your business. Every ring represents someone willing to pay you to solve their problem. The only question is whether you'll be there to take their money, or if you'll let your competition have it instead.

Ready to stop losing money to missed calls? The solution starts with making a simple decision: your phone matters as much as your pipe wrench. Answer it like your business depends on it, because it does.