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In your company, what constitutes a callback?
Trying to get a handle on callbacks. What are the parameters you guys use to determine whether it was a call back? Is it simply that ANY return visit within a week, month, etc... constitutes a callback? Is it based on what your techs physically touched or looked at? Do you have a list of things you check on each annual service and if the callback isn't related to one of those items its not a callback? I mean, I could see where just because we didn't touch something doesn't necessarily mean its NOT a callback. Perhaps we should have looked at it. Of course the techs want the most lenient definition possible, as it affects their "callback bank account". I however, want something that is fair, and justifiable to the customer. What says ye?