Ryan Deshaies spent years treating callbacks like any other task. But when someone showed him what they were actually costing his business, the conversation changed.
The solution they found wasn’t a math problem, or even a new piece of software, it was a three-part strategy. Chesapeake Electric took action, and saw a drop in their callback rate from 7% to 5%, and it came from building three layers of solutions: tactical, mindset, and culture.
Here’s what changed.
Price one callback today.
Don’t wait on tools or spreadsheets.
Track the inputs that matter such as tech time, the empty job slot, admin burden, materials, and reputation cost. That final number frames the conversation going forward so you know where to go next. Operators who have done this almost universally report the same thing: they stopped arguing about whether callbacks matter after looking at what one actually cost. Deshaies built a free calculator to make this step faster (see link below).
Treat callbacks as patterns, not bad luck.
Most owners log callbacks, but few look at them as a data set. Deshaies ran numbers on two years of his own callback history and found three patterns showing up every time:
missed diagnosis
pricing confusion
gap between what the sales team promised and what the install team delivered
Once you identify the pattern, the fix becomes apparent. You stop asking whether to address callbacks and start asking which pattern to close first and what it would save if you did.
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Build a film room, not a surveillance system.
Your team shouldn’t be treating in-home recording as a disciplinary tool. Deshaies described the rollout at Chesapeake Electric as a film room from day one. The best tech's calls became a curriculum and a tech who struggles with presentations could learn from someone who performs well with customers.
Access Deshaies’ cost calculator and explore the complete breakdown of what Chesapeake Electric tracks on every job with the link below.
Watch the full webinar: Stop Losing Jobs to Callbacks: How to Get It Right the First Time, Every Time
Run your numbers with the cost calculator
