Customer Callback & Follow-Up Standards

Purpose

Establishes Spartan Plumbing's standards for following up with customers after a job, handling warranty callbacks, and maintaining trust through consistent post-service communication.

Who This Applies To

All service technicians, install technicians, and office staff.

Types of Customer Callbacks

1. Warranty Callback (Customer-Reported Issue)

A customer calls or texts reporting an issue they believe is related to recent Spartan work.

Process:

Office: Take the call, gather details — what was done, when, what they are experiencing now.

Office: Schedule the original technician when possible — continuity builds trust. (Slack: the tech who first spoke to the customer should be the one to follow up.)

Office: Place in ServiceTitan as a "callback" job type so it is tracked separately from new revenue.

Tech: Respond with urgency — same day or next business day for warranty callbacks.

Tech: Document findings in ServiceTitan with photos before and after any corrective work.

Root cause determination: Was this a Spartan error, a pre-existing condition, or a new unrelated issue? Document your conclusion.

2. New Issue After Service (Customer Claims Spartan Caused It)

• Treat as a new service call with a dispatch fee if the claim is unrelated to the prior work.
• Investigate thoroughly — do not admit liability. Document everything.
• If Spartan caused the issue: correct it immediately, no charge. Document and report to Josh.

3. Proactive Post-Job Follow-Up

For larger jobs (installs, repipes, sewer replacements), office staff should proactively call the customer 24-48 hours after completion:

• Script: "Hi, this is [Name] from Spartan Plumbing. We wanted to follow up and make sure everything is working well since [tech name]'s visit. Are you happy with everything?"
• If yes: request a Google review if not already done.
• If no: create a ServiceTitan note, escalate as needed, dispatch accordingly.

Callback Prevention — Key Spartan Lessons

From Slack training channel:

• Always thread tape cleanout plugs — this is a top source of preventable callbacks. (Source: #rick-black channel)
• Cleanouts should be cut and glued on excavation jobs to avoid return trips.
• Document potential future issues with photos during every visit — if a secondary issue is not repaired, photograph it and note in ServiceTitan so the next tech has context.

Response Time Standards

| Callback Type | Target Response |

|---|---|

| Active leak or emergency | Same day / ASAP |

| Warranty concern (non-emergency) | Next business day |

| Proactive post-job call | 24-48 hours after job |

| After-hours callback request | Reviewed by morning dispatch |

Avoca After-Hours Calls

Avoca handles after-hours customer contacts. Any callback request captured by Avoca must be reviewed by morning dispatch and assigned in ServiceTitan. Do not let Avoca bookings sit unattended.

ServiceTitan Tracking

• All callbacks must be logged as a distinct job type in ServiceTitan.
• Note the original job number in the callback record.
• Callback rate is a KPI — excessive callbacks on a tech's record trigger coaching.

Important Notes

• Do not offer a warranty repair and then no-show. Customers remember broken promises.
• Limbo status in ServiceTitan: if follow-up diagnostic is needed but scheduling is uncertain, use limbo status to prevent the job from getting lost.
• If a customer has been passed between multiple people: assign one owner. Consistency prevents escalations.

Related SOPs

• Complaint Handling & Resolution — when callback escalates to complaint
• Photo Documentation Requirements — documenting findings on callback
• Spartan Communication Standards — how to communicate during callback