Hear Diane for yourself.
Judge her three ways: call the real Diane live, have her call you, or read the example calls below. The examples are written to show what she does on each type of call; they are not recordings of customers.
She’s answering live, right now.
Call the real Diane, 24/7 — hear exactly how she handles your callers before you decide.
Read example calls
Pick your industry, then a kind of call. Each one shows what Diane captures and what happens next.
Showing: 11pm no-heat emergency
Example call
11pm no-heat emergency
After-hours call. House is at 12°C, two kids, furnace not igniting. This is the highest-stakes scenario — Diane must quote the after-hours fee before committing to dispatch, never promise an ETA, and escalate to the on-call cell.
Watch for
- Quotes the after-hours fee in the first 30 seconds
- Does NOT promise a specific ETA
- Escalates to the on-call cell, not just an email
- Reassuring but doesn’t trivialize (never says “don’t worry”)
Transcript
Illustrative transcript: written to show the call type, not a recording.
Diane
Hi, this is Diane with Northern Comfort HVAC — quick heads up, this call may be recorded. What can I do for you?
Caller
My furnace stopped working. House is freezing. I’ve got two kids here.
Diane
I’m sorry — let’s get this sorted. Before I get someone out, our after-hours emergency callout is $189 for the visit between 6pm and 7am, plus $135 per hour after the first hour. Does that work for you?
Caller
Yes, fine, just get someone here.
Diane
Okay. I’ll send an urgent alert to the on-call technician as soon as I have your details — I don’t want to commit to a window I can’t guarantee at this hour. Can I get your name, address, and the best number?
Caller
Sarah Tran, 18 Larkspur Crescent, Edmonton, T6R 2J4. This number — 780-555-0188.
Diane
Got it. One quick thing while we wait — is the furnace just cold air, or is it making any noise?
Caller
The fan was running but no flame, and now it’s totally off.
Diane
Okay. In the meantime, do not try to relight a pilot if you smell gas — leave the house and call 911 instead. If it’s just cold, bundle the kids up and keep interior doors closed to hold heat. I’ve passed your message to Mike, the on-call tech. If it’s urgent and you haven’t heard from anyone, please call back. Anything else?
Caller
No, thank you so much.
Diane
You’re welcome, Sarah. Take care, and call back if you haven’t heard from anyone.
Outcome
Escalated to owner’s cell within 60 seconds. Customer agreed to the $189 + $135/hr after-hours rate before any technician is committed. Safe-steps guidance given for the meantime.
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