I am in the process of beginning a policy of establishing firm business hours for The Christmas and Landscape light season. I have tended to be Johnny on the spot and either answer the phone or call folks back, even up til 9 pm or so, 7 days a week. I have decided, however, that the more you give folks, the more they take. it seems as though this year in particular, some customers feel as though I should answer and not only return calls up until 11pm, but upon doing that live act, be then willing to go out and fix it RIGHT NOW. I have always stressed our policy in sales presentations that we really try our best to be on site and respond to service calls within 24 hours, but on holidays and sundays it may be 48. When they don't need something fixed that sounds reasonable. But for some reason I have clients, and more than a few, that get really upset if we are not there, at their home within 4 hours or less, from when ever they call. many times I have clients that call at 4pm and want service that day. And I just can't do it anymore. we have reached a size where we can still pretty easily do 24 hours in most cases, but not 4 hours. I am wondering when you guys answer and return calls up to how late, and then your policy of how quickly you get onsite to fix their problem.