While financial statements are critical to managing a profitable company, other key measurements can also shed light on the operational and customer satisfaction improvements your business is making. This article examines one measurement that sheds light on operations, sales, and satisfaction—"customer callbacks."

Callbacks asking that you send someone back to the jobsite to correct a mistake or to complete something that was never completely finished should be tracked, measured, and used to communicate with employees. Details of callbacks should be gathered on a Customer Callback Cost Sheet.

  1. Date and time of callback
  2. Reason for callback
  3. Response time
  4. Labor, materials, equipment, and other costs to complete callback
  5. Time to complete callback work

Callbacks directly impact customer satisfaction and retention, a key to profit. To control callbacks, develop your own Customer Callback Cost Sheet and ensure that accurate completion of this form is mandatory.