After-hours call mix

Definition

How much of the revenue comes from lockouts and emergencies, not scheduled work.

Why It Matters

Emergency work pays the best rate in the trade and it is bought at a real price: somebody has to answer the phone at two in the morning, and in most small shops that somebody is the owner. A book weighted to emergencies is more profitable and much harder to hand over. Ask for revenue by hour of day and by job type, then ask who is on call and what it would cost to pay somebody else to be.