Purpose
Defines when and how to call customers back — whether it's a missed call return, post-job follow-up, or status update.
When to Use
Any time a customer needs a return call — missed inbound calls, promised callbacks, post-service follow-ups, or status updates on pending work.
Procedure
Missed Call Returns
Return missed calls within 5 minutes during business hours.
If voicemail was left, listen to it before calling back so you're prepared.
"Hi [Name], this is [Your Name] from Spartan Plumbing. I'm returning your call — how can I help?"
If you can't reach them, leave a voicemail and send a follow-up text: "Hi [Name], this is [Your Name] at Spartan Plumbing returning your call. Give us a call back at [number] or reply to this text and we'll get you taken care of."
Log the callback attempt in ServiceTitan.Promised Callbacks (Status Updates)
If you told a customer you'd call them back with information, do it within the promised timeframe — no exceptions.
If you don't have the answer yet, call anyway: "Hi [Name], I wanted to let you know I'm still working on getting that answer for you. I'll have it by [specific time]."
Never leave a customer hanging. A call with no answer is better than no call at all.Post-Job Follow-Up Callbacks
Call within 24-48 hours after a completed job to check satisfaction.
"Hi [Name], this is [Your Name] from Spartan Plumbing. I'm calling to make sure everything is working well after our visit yesterday. Is everything good?"
If they have concerns, log them and schedule a return visit if needed.
If they're happy, ask for a Google review: "We'd really appreciate it if you could leave us a quick Google review."
Log the callback and outcome in ServiceTitan.Callback Priority Order
Missed calls from today (return within 5 minutes).
Promised callbacks with a deadline.
Post-job follow-ups (within 24-48 hours).
Re-engagement calls on unsold estimates.Important Notes
- A customer who doesn't get a callback will call a competitor instead.
- Log every callback in ServiceTitan — if it's not logged, it didn't happen.
- If a callback reveals a problem, escalate immediately — don't wait for the customer to call back again.
- CSRs should block 15-20 minutes mid-morning and mid-afternoon specifically for callbacks.
Related SOPs
- Inbound Call Handling Script — standard call flow
- Follow-Up Protocol & Cadence — sales follow-up schedule
- Difficult Conversations & De-Escalation — handling upset customers on callbacks
