What should you do if a caller says there’s flooding or sewage?

Tell them to call the proper emergency service first (plumber/restoration/landlord), because active water or sewage is not a standard cleaning job. You can offer cleanup after the issue is stopped and it’s safe, and you should ask if utilities are on and the area is accessible.

How do you avoid getting burned by “it’ll only take 2 hours” emergency callers?

Require 3 arrival photos within 10 minutes and keep a written condition clause: if it’s heavier than described (heavy grease, pet waste, extreme clutter), you pause and re-quote. Don’t keep cleaning on the original price if the scope is clearly different.

What’s a reasonable emergency fee for a cleaning company?

Common approaches are a flat $75–$150 same-day emergency fee or 1.5× your normal hourly rate for evenings/weekends. On a $300–$600 move-out, it’s normal for a true same-day job to price higher because you’re rearranging crews and absorbing cancellation risk.

Should you do emergency jobs if you have recurring weekly clients?

Yes, but protect your recurring route. Use Tiering plus limited emergency windows (and a few reserved month-end slots) so a $450–$900 same-day move-out doesn’t cause you to miss multiple $100–$200 weekly accounts.

How do you prevent false emergencies and price-shoppers?

Ask for the hard deadline time, offer two ETA options, and require a deposit for Tier 1. If they won’t give a deadline or won’t put down a deposit, it’s usually not a real emergency—offer the next available standard slot instead.

What information should you capture if you can’t answer the phone mid-clean?

Get: address, deadline time, job type (move-out/deep/post-party/office/Airbnb), size (sq ft or bed/bath), must-do items (oven/fridge/windows), and access method (lockbox/key/front desk). A voicemail or AI receptionist that captures these details will save you the most back-and-forth.

Emergency Call Protocol

Emergency Call Protocol for Cleaning Companies

This emergency call protocol helps you decide what counts as a real cleaning “emergency,” what to ask in the first 2 minutes, and how to dispatch without blowing up your schedule. It’s built for the reality that you’re often mid-clean (gloves on, vacuum running) and every missed call can go to a competitor.

1) What Counts as an “Emergency” for a Cleaning Company (and what doesn’t)

For cleaning companies, an emergency is usually time-based, access-based, or reputation-based—not a medical or fire emergency. Your “emergency” calls are typically: a move-out deadline today, a surprise inspection or landlord walkthrough, last-minute guests arriving tonight, a post-party mess that can’t wait, or a short-notice listing/photo shoot for a Realtor or Airbnb. Use this simple rule: it’s an emergency if delaying 12–24 hours causes the client to lose money, lose access, or lose face. Examples: “My landlord is coming at 5pm,” “We have an open house at 2pm,” “The new tenants move in tomorrow morning,” or “The office got hit with a spill and clients arrive in an hour.” Not emergencies (but still good leads): “Can you come sometime this week?” “I’m comparing quotes,” “I want a deep clean next month,” or “Can you do it cheaper?” Treat these as standard booking calls. Safety note: if a caller mentions active flooding, sewage backup, strong gas smell, or fire damage, your role is cleaning support—not emergency services. You can offer guidance (shut off water if safe, ventilate if safe), but you should clearly direct them to call the proper emergency line or restoration company first.

Emergency Call Protocol for Cleaning Companies

1) What Counts as an “Emergency” for a Cleaning Company (and what doesn’t)

Explore SkipCalls

2) Your Emergency Categories (so your team responds the same way every time)

3) Emergency Triage Decision Tree (use this on every call in under 2 minutes)

4) After-Hours Emergency Response (evenings, weekends, and month-end move-outs)

5) Dispatch Procedures (how to send the right team with the right supplies fast)

6) Communicating Wait Times (what to say when you’re booked but don’t want to lose the job)

7) Emergency Pricing (simple, defensible rates that stop price fights)

8) Documenting Emergencies (so you don’t get blamed for what you didn’t do)

Step-by-Step Process

Tag the call as Tier 1, 2, or 3

Collect the 6 essentials (in this order)

Screen for hazards and scope bombs

Offer two ETA options with pricing

Take a deposit to lock the slot

Dispatch with a one-text checklist

Reconfirm mid-job if scope changes

Close out with proof and payment

Pro Tips

Frequently Asked Questions