Barrierline

What is a callback, and how do I book one?

For the office

A callback is a return visit because the last treatment didn’t hold. A visit counts as one when you pick a reason for it, or when its service is named callback, retreatment or re-service.

To book one from a customer:

  1. Open Customers, then the customer.
  2. Tap Schedule a visit.
  3. Tick Callback (last time didn’t hold).
  4. Under Why, pick one: Still seeing them, They came back, A spot was missed, Not happy with the visit or Other.
  5. Check the day, tech and window, then tap Book it.

Ticking Callback sets the price to 0 (in the Price box, 0 means no charge), moves the day to tomorrow if you had picked a later one, and names the service “Callback” unless it already reads like one. You can still change any of them. Unticking puts back what you had. It won’t book without a reason. If you type a service with callback in the name, like “Scorpion callback”, the box gets ticked for you, but the price and day stay as they were.

You can also use Add a stop on Today or Schedule. Type a service with callback in the name, like “Scorpion callback”, and Why the callback shows up. Pick a reason there too. This way has no price and does not move the day.

To make a visit that is already booked into a callback, or to change its reason, open the stop’s menu on Schedule, tap Edit and pick one under Callback.

What the tech sees. The stop on their phone shows a tag like “Callback: Still seeing them” when there is a reason, and the code CB next to the service. On the stop’s record in the office, a banner says A callback with the reason.

Reports. A callback counts against the tech of the visit before it: the customer’s latest finished visit in the 90 days before that wasn’t a callback itself. If there is none, the callback shows as “No visit of yours in the 90 days before” and counts for no tech. Open Reports and the Callbacks number to see the rate, the reasons and the latest ones. The rate is callbacks against finished visits. A callback counts on its own day, booked or done.

Good to know

  • A rate shows only with 20 or more finished visits in the range. With fewer, you see the plain count and “Not enough visits yet”.
  • In the Technicians table, a tech’s callbacks are marked only when they have at least 2, at least 20 visits, and a rate half again above the company’s. A mark is a reason to look at the work, not a verdict on the tech.

See also: Schedule, Reports, Customers.

Still stuck? Email help@barrierline.com.