Callback (Return Visit)
A callback is a second visit to a finished job, usually because the client reports a fault. Whose fault it turns out to be decides whether the visit is free or chargeable.
What it means
Not every callback means your work went wrong. A client might report wear, misuse, or a part someone else touched. The visit still happens, but its cost depends on what you find once you are there. Go and look before you decide anything. Booking the visit is not admitting fault.
A callback that turns out to be your work costs you the visit and the fix, inside your guarantee. A callback that is not your fault is a chargeable visit, or a job for someone else. That might be the supplier, if a part failed. It might be a fresh quote, if the client wants something changed rather than fixed.
A client calls three weeks after a repaint and says a patch is peeling. You go back and find a leak behind the wall caused it. Your paint job is fine. You explain what you found and quote the leak as separate work. The callback costs the client nothing, since the visit answered the question either way.
Treating every callback as an admission that something is wrong, and rushing to fix it free before you look. The real cause is often something else, and you have done a free repair you never owed.
See also
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