So here's the thing. We just crossed 200 callbacks in the last quarter and I'm trying to figure out if that's... normal? Bad? Depends on the tech?
Right now we log callbacks as a separate job type in FieldPulse. Tech finishes original job, customer calls back within 90 days for same issue, dispatcher creates 'CALLBACK' job with link to original. Simple enough.
But I'm hitting walls when I try to pull patterns:
- Which techs have highest callback rate per job completed?
- Are certain equipment brands or install types trending higher?
- What's our actual cost — labor hours, parts, customer goodwill?
Reports are giving me totals but not the ratios I need. And I suspect we're under-reporting because techs sometimes just... handle it quietly on their next scheduled day instead of flagging it properly.
How are you actually tracking this? Custom fields? Tags? Separate workflow entirely? Someone tell me I'm not the only one making this up as I go...
