Customer callbacks are not new for most contractors, but keeping accurate accounting on callbacks might be. If this kind of tracking is new to you, develop your own Customer Callback Cost Sheet and make the accurate completion of this form mandatory. The information recorded here can in time provide you with greater clarity as to where your problems are, what methods and processes need to be improved, and whether you have the right people to make such improvements.
Brad Humphrey is president of Pinnacle Development Group, a management/consulting company committed to the construction industry. Visit Brad’s firm at www.pinnacledg.com.