A return trip to put right something that was wrong with a finished job. Callbacks are unpaid by definition, so each one comes straight out of the margin on a job you have already banked — a five per cent callback rate on thin work can be most of the profit. Worth counting by cause rather than by number, because the causes repeat. Note that the same word is also used for simply returning a customer's phone call.
Related terms
- WarrantyYour promise to put right defects in your own work for a stated period after the job.
- Deficiency listThe list of small items left to fix before a job is accepted as finished — the missed touch-up, the door that binds, the cover plate nobody fitted.
- Job costingPutting the real labour, materials and expenses of a finished job against what you charged for it, so you know what that job made.
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