A client calling at 21:00 with a burst pipe is not comparing quotes, but they will compare your after-hours rates against what you said on the phone. They will, however, compare the invoice against what they were told on the phone, and that conversation happened while they were stressed and you were driving.
Which is why after-hours pricing has to be stated before you leave, not explained afterwards.
Set your after-hours rates in advance
- What counts as after-hours. A time window and which days. Be specific: after 17:00 on weekdays, all day Saturday, Sundays and public holidays.
- The callout fee for each band, and whether it is credited against the job.
- The labour rate for each band, usually a multiple of standard.
- The minimum charge. A ten-minute job at 02:00 still costs you the night.
- What is not emergency work. Work the client could have scheduled but did not.
A structure that works
| Band | Callout | Labour |
|---|---|---|
| Standard hours | Fixed, credited if the job proceeds | Standard rate |
| After 17:00, weekdays | Higher | 1.5× standard |
| Saturdays | Higher | 1.5× standard |
| Sundays and public holidays | Highest | 2× standard |
The multiples are yours to set. What matters is that they exist, are written down, and are the same for every client.
Say it on the call
I can be there within the hour. The after-hours callout is R650, and labour is R330 an hour with a one-hour minimum. Parts are extra and I will confirm before fitting anything. Is that alright?
Twenty seconds. It removes the entire argument, and a client in an emergency almost always says yes. The ones who hesitate were going to dispute the invoice anyway, and you have found that out before driving.
Confirm it in writing
Send a message before you leave, or as soon as you arrive: the rates you quoted, the minimum, and that parts are additional. A WhatsApp message timestamped before the work is worth more than any amount of explaining afterwards.
Publish the rates
Put your after-hours rates on your quotations and your website. A client who has seen them once is not surprised by them at midnight, and it positions the premium as a policy rather than an opportunistic decision.
Common questions
Should the callout be credited against the job?
For standard hours, commonly yes. For after-hours, commonly not, because the callout is the cost of the disruption.
What multiple is normal?
1.5× and 2× are widely used, but this is your commercial decision. Consistency matters more than the number.
What if it turns out not to be urgent?
The callout still applies. That is what it is for, and stating it beforehand is what makes it defensible.
Put your standard and after-hours rates on every quotation you send.
Create a professional quotationDisclaimer: This content is for general information only and does not constitute legal, tax, accounting or financial advice. Always confirm important requirements with SARS, the relevant authority or a qualified professional.
