Callbacks are silently killing your business. Not because they happen, but because nobody learns from them. Most shops send the closest person. That tech fixes the problem and moves on. If they made a mistake, they probably don't even know it... We track every callback and KPI, and review them in our morning huddle. You can't learn if you're not paying attention.
@officialchadpetermanTranscript
Do you know that callbacks could be silently killing your business? Let me tell you why. Callbacks are something that we run just to go and take care of the problem. When in all actuality we should be using those as prime learning lessons for our organization from a process perspective and for our people out in the field that are solving problems because these are the opportunities for them to learn. When's the last time you had a callback and never told the technician who the callback was on that he actually made a mistake? Oftentimes it's just run whoever's closest out there to get the customer taken care of. Which makes sense. But we've got to recap. So here are Peter and brothers. We track every single callback in every single department. Our technicians are actually KPI'd on their callback rate. We want to know what is happening. We want to know was that a callback due to installation error or was that a mechanical failure that maybe they couldn't have done anything about? Well I don't want to count the latter against them. The other piece is reviewing them consistently. So most of our departments especially on install have a morning huddle where they're going over any callbacks that came in the day before, what we did and what we could have done differently. Take control of your callbacks, understand how to track them and then understand how you're going to train and develop your people so that you can minimize them and keep your business moving in the right direction.
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