Callbacks vs. New Business - Contractor Talk - Professional Construction and Remodeling Forum

Kevin75 · 09-24-2008, 01:07 PM

Hi ya'll! I'm curious how you balance your priorities between callbacks and new business? I'm just looking for some thoughts on how others do it.

Thanks,

Kevin

MALCO.New.York · 09-24-2008, 01:16 PM

Please define "callbacks".

As in need to go back to fix something you did improperly?

Or

As in repeat business?

Kevin75 · 09-24-2008, 01:20 PM

Sorry...by callbacks I do not mean repeat business. I mean people who call you back to fix a problem. Obviously if it's a leaky toilet, that would be urgent. I'm meaning things like a porch board that splits after installation, or other non-critical repairs. We're a small business (2 owners and 2 employees) so when we move on to another large project it can be tricky moving manpower and tools to make a repair before we're done with the current one. I'm trying to get a perspective on how people prioritize that sort of "non-emergency" callbacks with existing work.

Thanks!

Kevin

MALCO.New.York · 09-24-2008, 01:24 PM

Quote:

Originally Posted by Kevin75

Sorry...by callbacks I do not mean repeat business. I mean people who call you back to fix a problem. Obviously if it's a leaky toilet, that would be urgent. I'm meaning things like a porch board that splits after installation, or other non-critical repairs. We're a small business (2 owners and 2 employees) so when we move on to another large project it can be tricky moving manpower and tools to make a repair before we're done with the current one. I'm trying to get a perspective on how people prioritize that sort of "non-emergency" callbacks with existing work.

Thanks!

Kevin

CALLBACKS as you have described, regardless of "urgency", take precedence.

Save your reputation and your ability to sleep at night by cleaning up, as quickly and quietly as possible, anything that sheds a less than stellar light upon you and your business practices.

Handle it all in this manner and you will NEVER have to worry about New Work!

Just how I do it.

threaderman · 09-24-2008, 01:39 PM

I agree with Malco.You have to at least see them in person and reassure them that they are a priority,and if they feel they can wait a little bit,cool,if not,you need to take care of them.You know the saying,treat your customers like you'd like to be treated.

We Fix Houses · 09-24-2008, 01:48 PM

Immediate call back. Arrive same, next day, evening, Sat or Sun.

I get a kick out of leaving the customer after 4 - 8 hrs and saying n/c even if I have to pay out of pocket for an addl man or reasonable materials.

If they try to pay me I say you already paid me once to do the job.

They've already paid me hundreds / thousands of dollars for several jobs already.

Steve

Remodel Bud · 09-24-2008, 02:23 PM

Quote:

Originally Posted by We Fix Houses

Immediate call back. Arrive same, next day, evening, Sat or Sun.

I get a kick out of leaving the customer after 4 - 8 hrs and saying n/c even if I have to pay out of pocket for an addl man or reasonable materials.

If they try to pay me I say you already paid me once to do the job.

They've already paid me hundreds / thousands of dollars for several jobs already.

Steve

I highly commend the great comments about making service a top priority. It should come back to you ten fold. Customer service is the "BEST" way to build a business, especially if handled quickly & communicated properly.

My question is do you offer a warranty or a time frame to service the warranty.

Are the call backs soon after the project is complete, or months, years after? This would be a different discussion.

marc · 09-24-2008, 02:25 PM

Service calls are leads in disguise. Make sure you get to them as soon as possible and after you're done don't forget to ask for referrals.

rbsremodeling · 09-24-2008, 04:45 PM

I schedule callbacks in advance. For major remodels its 6-12 months after completion for small projects its 4-6 weeks after completion. If you schedule it in advance its less of a burden

DavidC · 09-24-2008, 06:28 PM

Quote:

Originally Posted by MALCO.New.York

CALLBACKS as you have described, regardless of "urgency", take precedence.

Save your reputation and your ability to sleep at night by cleaning up, as quickly and quietly as possible, anything that sheds a less than stellar light upon you and your business practices.

Handle it all in this manner and you will NEVER have to worry about New Work!

Just though that was worth repeating, especially the last sentence. (Had to edit to make it the last one)

When we used to run multiple crews we had one employee that would handle all warranty or service calls. Same day service with no charge for anything that might even smell like it could be warranty. Cheaper than buying leads and very effective.

As far as written warranty, we don't have one. The state requires a one year minimum and we educate our customers on that during the sales part of our relationship. We also tell them that if they really want to know how we handle warranties, they should call our references. Our references are our customers, they've been well taken care off and love to brag.

Good Luck
Dave

DavidC · 09-24-2008, 06:31 PM

Quote:

Originally Posted by rbsremodeling

I schedule callbacks in advance. For major remodels its 6-12 months after completion for small projects its 4-6 weeks after completion. If you schedule it in advance its less of a burden

Could you expand on this a bit please? Are you setting it up with the customer at the end of the job, as an appointment to address warranty issues or something? TIA

Good Luck
Dave

rbsremodeling · 09-24-2008, 06:41 PM

Quote:

Originally Posted by DavidC

Could you expand on this a bit please? Are you setting it up with the customer at the end of the job, as an appointment to address warranty issues or something? TIA

Good Luck
Dave

Yes we inform the customer that the house will settle, caulking cracks, door knob adjustments etc. So depending on the job size and customer it is pre scheduled for us to go out. and touch up small things. We put it in writing as part of our warranty.

While your there Look around for additional work to be done, did referrals or neighbors seethe work we did, do we need to send the neighbor a mailer

Kitchen and baths are 4-6 weeks same thing check shower door, tile caulking etc. Look around for more work to be done or neighbor house needs stuff

And its scheduled in advance

DavidC · 09-24-2008, 07:20 PM

Quote:

Originally Posted by rbsremodeling

Yes we inform the customer that the house will settle, caulking cracks, door knob adjustments etc. So depending on the job size and customer it is pre scheduled for us to go out. and touch up small things. We put it in writing as part of our warranty.

While your there Look around for additional work to be done, did referrals or neighbors seethe work we did, do we need to send the neighbor a mailer

Kitchen and baths are 4-6 weeks same thing check shower door, tile caulking etc. Look around for more work to be done or neighbor house needs stuff

And its scheduled in advance

Thanks, pretty smart.

We use follow up phone calls for 30 days, 90 days and 1 year after finish, scheduling in any work ASAP if not sooner. I think we could include a scheduled visit.

Good Luck
Dave

Tinstaafl · 09-24-2008, 07:24 PM

Callbacks always take priority. That's my reputation and honor on the line. Years ago, I heard a statistic that it takes ten happy customers to offset the bad PR from just one unhappy customer, and I believe that.

Furthermore, on the few (!) occasions when I've had to leave or delay today's job to take care of something like that, my current customer has always been quite understanding. After all, he'd like the same treatment if there are any issues after his job is done.

Heck, if you're spread that thin, give me a shout when something like that comes up. I'm nearby.

Remodel Bud · 09-24-2008, 07:52 PM

Quote:

Originally Posted by rbsremodeling

Yes we inform the customer that the house will settle, caulking cracks, door knob adjustments etc. So depending on the job size and customer it is pre scheduled for us to go out. and touch up small things. We put it in writing as part of our warranty.

While your there Look around for additional work to be done, did referrals or neighbors seethe work we did, do we need to send the neighbor a mailer

Kitchen and baths are 4-6 weeks same thing check shower door, tile caulking etc. Look around for more work to be done or neighbor house needs stuff

And its scheduled in advance

Very, Very nice!!!

wellbuilthome · 09-24-2008, 08:39 PM

I fix the problem with in 24 hr no matter what ! Or we will camp out untill fixed . People love to be kissed.

MALCO.New.York · 09-24-2008, 11:08 PM

Quote:

Originally Posted by DavidC

Just though that was worth repeating, especially the last sentence. (Had to edit to make it the last one)

Thank You Sir!

That is just "How I Conduct Business".

An A-Hole I can be here, but NEVER when it concerns my livelihood!!!!!!

MALCO.New.York · 09-24-2008, 11:08 PM

Quote:

Originally Posted by rbsremodeling

I schedule callbacks in advance. For major remodels its 6-12 months after completion for small projects its 4-6 weeks after completion. If you schedule it in advance its less of a burden

That is VERY smart.

A second "walk-through".

MALCO.New.York · 09-25-2008, 10:51 AM

Kevin75

I surmise that the feedback that you have received is more than sufficient to show you the way!!!!!