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Podcast: HVAC School - For Techs, By Techs
Episode: Callback Prevention Principles
Description: In this podcast episode, Bert joins Bryan to talk about what he has learned to help prevent the dreaded callback on the job. Callbacks are bad news for customer service, time, and profit. However, the highest cost is the inconvenience caused to the customer. To reduce callbacks, Bert recommends communicating your expectations to your customer clearly; explain what the expected performance should be and how a customer should use their system. We need to do better at having conversations with the customer where we listen to them; we should not explain everything through the paperwork and walk...