A homeowner has a problem at 8:45pm. They search, find you, and call. It rings out, or the voicemail box is full, or an answering service promises a callback in the morning.
So they call the next company, and that company gets the job, plus whatever work comes after it.
Nobody did anything wrong. The crew is home, the office closed at 5, and you can't answer every call yourself. But that caller was a customer you'd already paid to reach.