Callback
A callback is a return visit to fix or redo work from an earlier job, usually at no charge, such as a streak left on siding or a missed section of driveway.
- re-service
- redo
- warranty visit
- recall
Callbacks cost a truck, a crew and a slot that could have been paid work. Record each one against the original job, with the reason, so you can see whether they come from workmanship, the weather, a customer's expectations or work outside the agreed scope.
Only workmanship callbacks say something about a crew. Separating causes keeps the number fair and points at the right fix: training, better before and after photos, clearer quotes or a customer sign-off before leaving.
Formula
callback rate = workmanship callbacks ÷ jobs completed (for the same period)
Example
Invented: a crew completed 220 jobs in a quarter and had 4 workmanship callbacks, a callback rate of 1.8%.
Track it in Birdy
Leads, quotes, jobs and invoices on one customer record, set up with your own data.
Related
- FeatureCrew appThe crew's day on their phone: one next step at a time, checklists that can't be skipped, sign-off at the end.Read
- FeatureJob costingWhat every job kept after labour, chemicals, materials and callbacks, per job, service and truck.Read
- GlossaryCustomer sign-offA customer sign-off is the customer's confirmation, usually a signature on the crew's phone, that the job was finished to their satisfaction.Read
- GlossaryBefore and after photosBefore and after photos are pictures taken on every job before work starts and after it finishes, as a record of condition and proof of the result.Read
- GlossaryJob costingJob costing is working out what each job really cost (crew time, chemicals, materials) so you can see its margin, not just its revenue.Read