Tips to prevent callbacks

Ken C.

For instance, every time I touch a gate or globe valve, I always snug the packing nut, even if it's not dripping at the time. A callback is one thing, but a callback for something minor and easily preventable is another. What other things do you do automatically to avoid a callback for something stupid?

Maine Ken

Make sure I remove my jumper from ff!!!!! Been there before!

Big Ed

Simple Fact

A callback % is in proportion to what you disturb or touch .

ScottMP

Make sure

I turn the emergency switch back on DOH !!!

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Boilerpro_3

Ken_8

Try and remember to

remove the thermometer from the stack after the efficiency calculation is done and a data card left.

Also, don't forget to let the stack probe cool before licking with your tongue. Lost a thumb and forfinger "print" for a year one time "testing" the probe temp so as to not melt the plastic carrying case...

Ooh that smarts!

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Unknown

Hey Ken

Try this test, next time:

Turn it "dial-up"; read number indicated on face by pointer. This directly corresponds with how hot the probe is, in degrees, Fahrenheit.

Evaluate as before......

Noel

Ken_8

So, are you saying...

The probe end goes in the hole - not the dial?

I always wondered how our predescessor got that 3" dial into a 1/4" hole. I always assumed the 1/4" hole was just a pilot for the next guy - who drilled the stack to 3" so the dial would go into the breeching - probe left dangling out (or sometimes we would peen the probe over to prevent the thermometer from falling completely into the smoke pipe). The problem of course would then be that the dial always read "tilt" because bending the small shaft "pinned" the bimetal at a fixed point. We just add 30-bucks to each job for new thermometer(s). That's okay, right?

Of course, being safety conscious - as we always are, we would always stop any combustion leaks from our 3" test hole with high quality duct tape. Man that stuff is great. Oh sure, once in a while it catches on fire and triggers the smoke alarms, but then we get to sell them a new smoke alarm as well. We just don't install the battery.

Problem solved!

Thanks for the "heads-up" Noel

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Unknown

Do not RUSH!!!

that is the number one reason for "call backs." Call backs are money lost, better to spend 10 more minutes now than have to come back.

It also a good idea to do a combustion test on all equipment in the house using fossil fuels. The "call back" could be dead bodys being carried out other wise.

Get some real good training on electronic controls as they have a tendency to have erratic problems which the novice does not find because very simply he does not know how to troubleshoot these controls. Your basic troubleshooting skills are typically not adequate for these systems.

I get nervous when I see people offering "Quick" and "Easy" ways to diagnos electrical problems. One particular offering I read through and found over fifty errors on how to check out certain controls. I have found that having a step-by-step approach to troubleshooting, taking your time and rechecking everything twice is a sure fire way to eliminate "Call Backs."

Grumpy_2

The end of callbacks

For years I had a small message attached to the payroll stubs. It read: "Call backs cost money! You're being paid to do it right the FIRST time." That proved to be a waste of ink. So I started personally handling all the call backs, and I would deduct the cost of my time from the technicians pay. I had a hell of a lot of complaints the first couple of weeks, but not surprisingly, the call backs have since all but disappeared.
The note on the paystub now reads: The customer is paying for the first call, are YOU paying ME for the second?"

Firedragon_4

I like that, done it myself,

and bears out my Dad's ole words, 'If it isn't broken, you CAN'T fix it, but you can sure screw it up'.

Weezbo

call backs just become a irritation to every one involved.

one thing is clean the place up in which you were working ,before you leave.
That seems to catch a change of perspective and some times you will notice something in the process that may or does need attention.
....By mentioning as a note on your bill then should you get a call you have some idea where to start. better to at least bring it to the homeowners attention ,if the home owners away then fix it .....after all they are you:)

ernie_3

chargebacks vs. callbacks

Worked for an employer that called a meeting about callbacks. Informed the crew that any callback would be a backcharge. We were employees. I cornered the boss after that meeting and told him that any chargebacks deducted from my pay would be considered a two weeks notice. I strive to be professional and to polish the apple to the best of my ability. I also found that I cared more for the customer than most employers I've worked for. I never got a chargeback from them.

Unknown

No matter how long

you've been in the business , you are always going to get a certain percentage of callbacks . I like to think I cover all the bases when I replace a boiler , but I also have callbacks - things that happen later on - like a flare fitting leak or a slow drip on a threaded nipple . Anything short of just sitting there for 3 hours waiting to see a leak , you will be back every so often .

Being a person in charge of other workers , you should know who covers all the bases and who doesn't . The ones that don't should be shown the door . But as for deducting a 2nd callback from a paycheck - not only does it affect the good employees in a negative way , in my state it is very much illegal . Wouldn't a bonus system for the least amount of callbacks be more productive ?

Jim Eastman

Callbacks

Callbacks should be a rare occurance if the tech is doing a checklist of the entire system before exiting the job. Is the SSU turned on, is the pressure correct, is the high limit switch/aquastat shutting the burners off, are all the packing nuts on valves you adjusted tight, etc?

About the only callback I receive are associated with bad parts. Occasionally, I will get caught with only treating the symptom and not the cause. This will almost guarantee a callback within a year! Our company has a slogan that states, "FIXED RIGHT---GUARANTEED!" and it is printed in big letters on the side of our trucks. If it is not fixed right, I guarantee that I will hear about it and it will be called a "call back" and is deducted from my production for the week! I agree that any technician who has more than one or two callbacks per month had better improve his service record if he wishes to continue employment by his current employer!

Jim Eastman
Precision Plumbing
Boulder, CO

Unknown

Ron, you hit the nail on the

proverbial head. Punishment never gains anything, reward the one who does well the rest will get the message. Days off, bonuses etc have a way of setting a fire under some folks. Those who do not get on fire will eventually leave.

If someone is having problems with the technical stuff help them out. Sometimes call backs are the result of a poorly trained tech.

Grumpy_2

Perspective

Ron and Tim, it is more a matter of perspective and responsibility than it is money. My guys, all two of them, have a company truck to use at their descretion, they are paid in excess of $35.00 an hour plus a fringe cost to me of over $11.00 an hour, they are the ones who take the vendor trips to Aruba, and the Bahamas,etc. They do get paid holidays and 5 personal days, in addition to paid vacation time (two weeks after the first year, and one additional week for each five years thereafter) So when I knick them for a half hour or so in pay because they left the pull chain light on in the widow's crawl space, or forget to clean all the faucet aerators after changing out a waterheater, or forget to re-light all the other gas appliances after repiping the gas line to the boiler, then they should be called for messing up.
The items you mention, flare nut leaks or a dripping nipple, those can happen to anyone and are not reason for a penalty, but doing stupid things,like those I listed are just uncalled for and without excuse.

Ken_8

Nice call, Ron

!!!

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Unknown

The guys sound like

they are very well taken care of Grumpy . With that high a salary they have to be damn good at what they do . Being an employee myself , I cannot see the benefit to anyone if my pay was docked because I messed up , especially if my employer wanted me to stay long . Of course I would try not to let it happen again , but the animosity between me and my employer would skyrocket . Before I started working for a big oil co. , I worked for a man who made me feel like I was part of his family . Docking my pay because I screwed up ( happened alot back then ) would have never crossed his mind - he knew mistakes will always happen , and just by being such a positive force we always wanted to do the right thing by him . Sure he let us know when we did bad , but that was over quite a few drinks at the bar - always paid for by him . What I'm getting at is that docking a loyal employee doing their best is counterproductive , and there are better ways to go . Just my humble opinion . By the way , what location is your business in ? I wish the pay scale was like yours all over .

Dale

Talk to the customer

Talk and listen to the customer is the one thing that really good techs do that the just good techs don't do enough. Sure double checking that the gas valve is turned back from "pilot" to "on" is a good idea but you learn that pretty early in a career. And, after you are all done and walking away stop, turn arround, look again with that mental checklist. Timmie is as usual correct in that education gets us to think about the odd problems that lead to callbacks.

Robert O'Connor_3

call-backs

I agree callbacks happen! I am wondering how many employee's would go back to the job to correct the mistake for free. Mistakes being -forgot to put the zone valve back to auto position, jumpers on the thermostat or f-f terminals, turn the light in the crawl space off, etc.... Should the company have to pay you overtime to do that? Just curious?~Randy

Robert O'Connor_3

callbacks or mistakes

I agree callbacks happen! I am wondering how many employee's would go back to the job to correct the mistake for free. Mistakes being -forgot to put the zone valve back to auto position, jumpers on the thermostat or f-f terminals, turn the light in the crawl space off, etc.... Should the company have to pay you overtime to do that? Just curious?~Randy

Mad Dog

Spend the extra time

to test and watch. After I install a toilet, I will flush it 10-15 times. Mad Dog

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ernie_3

One cold night

I left my jumpers on the FF terms of a cad cell relay.
It was 50 or so miles away, in Londonderry NH and I live in the Burbs of Boston. I got the call for 'no heat", of course. I scooted up there knowing my jumps were not w' me. (for free, it was my mistake.) When I arrived, the cust. came to the door w' my jumpers. I was dumbstruck and a little embarassed. Why did you make me come all the way back here if you had figured out why you had no heat?
He said that he was an elevator mechanic and if he leaves jumpers on he'd kill someone, the door could open up and no elevator car would be there. It really impressed me that he made me drive all the way back for principle. He said, count your jumpers on the way in and count them on the way out! I learned from that. That was '86. I've left jumpers on since then but NEVER driven away.

Ken C.

Just curious ...

What city/state you are in ... $35 an hour is damn generous, and I live in a high cost-of-living state (R.I.). I would guess you work in New York City, or maybe L.A., with wages like that. Don't get me wrong, though, I believe a good tradesman is well worth the pay and benefits your guys earn. In fact, I think many plumbing/heating guys are underpaid. Few companies in my parts even have decent health benefits.

Unknown

Good tip, Ernie

Thanks.

Noel

Grumpy_2

Area of operation

I am based in Northeast Ohio near Youngstown. This area is listed as being near the bottom of the economic ladder for the state. It probably is, but only if you sit back and say "Woe is me". I have never believed in subscribing to gloom and doom attitudes. We make our own way by providing exceptional service to the customer no matter what it might happen to require. If the customer needs it at 4 am, he gets it, if he calls asking for help getting something really odd done right away, we find a way to do it. Sort of like a concierge service to a few very demanding but very special customer accounts. They seem to know that once they have called us to their facility, they can move on to their next problem. We resolve their situation whatever it is, and I bill them accordingly. Now don't get me wrong, we are nothing special, no one here can walk on water or part the seas with a wave of the hand. We just are a very small company with a highly cultivated and restricted customer base and we treat each of them as if they were the only customer we had.

Dingo

I'm with Grumpy I think.....

Our guys get very top dollar - lets just say their productive time is paid out at well over the $35 per hour mentioned... plus they get vacation, 6 personal days, supplimental TDI, $10,000 term life insurance with options to buy more, company match IRA, company sponsored tool fund etc....

If they have a recall, they are given first chance to go back and correct it. If they CHOOSE not to, another tech is sent out ... that tech is compensated for his time at $25 per hour IF he puts in to get paid. He may (and usually does) do the recall for free - teammates helping each other out. Anything the responding tech is paid is deducted from the original techs check...

Been using that system for over 3 years - works great! I find it helps with teamwork.

FWIW

Dingo

Dingo

Great story

...

Dingo

Maine Ken

If the two companies that pay $35/hr plus were in my area guys would be beating down their doors to get hired. I know companies that are paying ~25% of that!!!!!!

Ken C.

One more question (okay, two more)

Are you a union shop, which might explain the pay rate? And what is the average home price range there? In my state, an average home runs between $225,000 and $300,000 (even small houses in need of renovation on postage stamp lots in bad locations go for at least $150,000). A typical wage in my parts might be $20 an hour, and that's not enough to afford an average house here (unless your spouse also has a decent job). Don't get me wrong, I'm not angling for a job or trying to be nosy. I'm simply curious about what the quality of life (i.e., affordability) is in other parts of the U.S., because it's pretty depressing in R.I.

Grumpy_2

In response

The core city is very old, with high ethnic diversity, and primarily a much older population base. Most of the homes in the city can be had in the $70-120K region. Very nice homes for the most part, but with a severely troubled school district which limits the influx of young families. The suburban areas which surround the core city are as different from the city as night is from day. Home prices seem to run in bands around the city. From near city prices of low to mid $100K, each band increases in valuation until you get in the farthest reaches where homes are approaching $500K on average. The amenities in the suburbs are the draw to the younger families and of course the higher quality of educational opportunity is the #1 reason that the growth is moving away from the inner city area.
In answer to your other question, yes, I operate a union shop, but both of the two guys I have are paid almost 30% more than the union scale, and of course the other benefits like paid holidays and vacations are a thing I have added to reward my guys fore outstanding effort on behalf of the company. Without these guys, I'm just another bump in the road. I personally recruited these guys from other shops, and hope to have them as part of our company for a long, long time.

Ken C.

Thanks for the reply

It's interesting to hear perspective from other parts of the country.