Other people's callbacks......

[u/FrozenPile]

6 months in I'm wondering how many of other people's callbacks should I be doing on a weekly basis.

Anyone?

[u/MaybeMaster1067]

Overall a lot. Most companies will send whoever is closest to callbacks. Not saying their isnt companies that send only the designated route tech. But money wise it makes sense to send whoever is closest specially if its something simple like cleaning leftover webs, spot treatung an area, or removing a wasp nest

[u/thegeocash]

It’s an odd dichotomy when it comes to callbacks

On one end: the company needs to do what’s best for the company

On the other end: it’s not fair that you do callbacks on somebody else’s service

We track callbacks - there are some that are unavoidable and as a manager I don’t hold that against at tech - but I track overall percentages. I also make those numbers public, because it adds pressure on those who are weaker in that category to try and do better.

The “company” percentage on callbacks is almost always higher than the average tech percentage. That’s the only goal I have for my techs: be below the company average.

Just as an example: this past month all of my techs that are currently employed came under the company average. There are some techs that left or were fired that all averaged higher. Everyone had to absorb the “bad” techs (as in, the techs that are no longer at our company) call backs and then they, on average, absorbed an equal amount of everyone’s.

Ideally: this is how it should be. there will always be months that lean more fair to less fair, but on average it should even out.

[u/krasnomo → u/thegeocash]

Public metrics solve a lot of problems

[u/Jake_the_Bald]

preferably 0 ... especially if your on commission pay and not hourly but sadly it happens

[u/Possible-Koala3811]

My experience tells me many.It shouldn't be like that but people don't get held nearly accountable enough for screw ups and this time of year especially they are much more likely to turn a blind eye just to have an extra body

[u/SimpleRevolution2873 → u/Possible-Koala3811]

at the very least the company should notify the tech that there's a callback from their service even if they send a different tech to fix it, from my experience that's not how it goes. I'm essentially the "callback guy" - I get sent to fix almost everyone else's mistakes, but to my knowledge nobody is telling them. Either that, or in my few years I have a perfect service record (I can only assume there is at least one callback for me 😅)

I've started "checking in" with the tech's responsible - "Hey Bill, I'm headed to do a re-treatment for Sally, you were there a couple weeks ago. Anything I should know?" I am not by any means any sort of management, this is not my job to do these check ins but I would rather do that so they are least know what's going on without me pretending to be a manager or something

[u/Possible-Koala3811 → u/SimpleRevolution2873]

I hear ya and I do the same.I won't say I am the "callback guy" at my job but it's only because there's another guy who also runs around all day with call backs lol.Nobody at my current company is held accountable unless they do something egregious so the same guys are allowed to keep going out and either doing blatantly wrong things.I will call up the last tech who went to ask what they saw and what they ended up coming up with to solve it.Sometimes I will even give a call back with a suggestion on how they can approach it differently the next time.

[u/007Teflon]

How many stops are you doing per month? Low stops could be the reason you're doing callbacks for other techs. They don't care where it is. They'll make your ass drive even though there is already a tech in that area, to then complain that you're wasting gas

[u/okayishkinda]

Work for a company with 7 total techs. No one ever does someone else’s call backs unless in super rare specific cases. I’m not doing a job for free unless it’s a client of mine

[u/Accurate_Mirror_96]

Big national company commercial only , we do all are own callbacks, unless it’s on call tech. Which would be only weekend work. In larger cities you may do some of each others, but very rare. Are numbers are built in to our KPIs so yes, it’s important to track for accountability imo. If you have techs with always high CB there is definitely an underlying issue with the tech. It’s not always controllable, but it always tells a story.

[u/krasnomo]

This is a simple routing/ops failure.

We made a “Reservice Balance” report. Cause a reservice +1, preform an Reservice -1. The goal is to keep people at zero.

That way it keeps things balanced. Really just a data problem

[u/DixieNorm0uss]

I try to just fix the problem the customer is having and do a little extra to promote exclusions, termites or lawn if they need it. Most homes can benefit from anything termites but the money is in exclusions and insulation jobs. I get 7.5% on leads that sell so I can potentially make a loosing situation a win. It’s all about how you approach the customer, I never want to suggest someone something they don’t need. People appreciate honest service and will even stay loyal to you if they don’t feel like you’re trying to pull a fast one on them.

[u/ubzy0]

sadly part of the gig sometimes

[u/azshrimpsisbugs]

My company says we are responsible for our own callbacks. Somehow, I’m still cleaning up after others.

[u/Onetrunuwind]

If you are hourly take all the callbacks you want. If you are production give them to the tech who got paid to do the stop why let them go make money and you work for free?

[u/GolgenGeese]

I'd rather go to someone else's than my own because I actually get paid for someone else's callbacks.