What Changes
The journey for callbacks and aftercare in a business that sells to the public. Today: 4 steps you do and 1 time it waits. With the fix: 1 step you do and 0 times it waits.
The Public: callback, van.
Today
- You: Customer rings, the problem’s back.
- You: A note on the dashboard.
- Waiting: Forgotten.
- You: Customer rings again, angrier.
- You: Someone goes back without knowing it’s the second time.
- Steps You Do
- 4
- Times It Waits
- 1
With the Fix
- Runs on its own: Callback logged with photos.
- Runs on its own: Booked, and the customer told when.
- You: The team fixes it.
- Runs on its own: Closed when the customer confirms.
- Runs on its own: Repeat faults flagged.
- Runs on its own: A check-in a few weeks after each job.
- Steps You Do
- 1
- Times It Waits
- 0
- Every callback or repair request is logged with photos, by text, email or a short form.
- It’s booked into the diary and the customer is told when.
- It’s tracked until the customer confirms it’s fixed.
- Repeat faults on the same job, product or property are flagged.
- A check-in a few weeks after each job catches problems early.
- For letting agents, tenant repairs are sorted by urgency, sent to the right contractor and passed to the landlord for approval where needed.
Illustrative example. Today: A note on the van dashboard: “Go back to [Customer]. Leak?” No date, no photo. After the fix: “Callback [n]: [Customer], [job] from [date]. Photos received. Booked [date]. Fixed, confirmed by [Customer] on [date].” “Repeat fault: [product] at [n] addresses this year.” “Check-in sent to [Customer], [n] weeks after the job.”.
Illustrative. Your business carries your own details.
What It Costs You
Of home-repair customers with a problem, 18% said the job didn’t fix it and 19% paid extra to have it redone; 13% of double-glazing customers had problems after installation.
Source: Citizens Advice, Built to fail; Which?
What You Do
Set the urgency rules and spending limits. Anything about safety goes to a person straight away.
What It Runs On
Your diary, phone and email, and your job records if you have them.
Agreed Before We Start
Callbacks closed within the agreed time, repeat callbacks and complaints about repairs, before and after.
What We Agree Before We Start
| Measure | Before | After |
|---|---|---|
| Callbacks closed in the agreed time | ||
| Repeat callbacks | ||
| Complaints about repairs |
We fill this in with you during the diagnostic, from your own records.
Questions Owners Ask
- What happens with anything to do with safety?
- It goes to a person straight away. Gas, electrics, water coming in and structural problems never wait in a queue.
- How does it spot repeat faults?
- It matches each callback to the original job, product or address, and flags the same fault coming back.
- For letting agents, does the landlord still approve repairs?
- Yes, above the spending limit you set for each landlord.
Pick One Problem
Tell us which one. We’ll tell you whether it’s worth looking at, and what finding out would take.