No one likes callbacks. The technician is embarrassed by them, the service manager gets mad at them, and the business owner wishes they didn't come off his bottom line. But most of all, the customer hates them! Unbillable time is the biggest leak in any company.
I am sure that many books, seminars on tape, and maybe even counseling services are available on how to stop callbacks. But I have found, over the years, there are some very simple steps the technician can perform that will virtually cut his callbacks to almost nothing.