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#176597 - 04/07/08 09:31 AM
Call Backs - On Whos Money?
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PE&Master
Member
Registered: 02/25/06
Posts: 128
Loc: TX, USA
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Just curious to see how my fellow contractors are handling call backs and do you track them?
Say, you send a guy out, he spends an hour or two, tells the customer it's fixed, charges the customer and then leaves. Next day the customer calls back, it's not working.
How many times do you pay a guy to fix something? I suppose if he finds another problem that's billable, you're ok. If it's a wire popped out of a wire nut - that's just sloppy work.
If it's just poor work or lack of attention, the guy should fix it off the clock. Many years ago, I belonged to the largest electricians organization (that doesn't need mentioning here) that required you to fix your own problems on your own time. It was spelled out in the collective bargaining agreement.
After all, how many times can you pay someone for the same job?
Edited by PE&Master (04/07/08 09:33 AM)
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#176601 - 04/07/08 11:19 AM
Re: Call Backs - On Whos Money?
[Re: BryanInBalt]
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PE&Master
Member
Registered: 02/25/06
Posts: 128
Loc: TX, USA
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Well aware of the legal issues with paying for hours worked, but I'm also aware of interns/trainees in many fields who work for free (well, in exchange for 'training').
In the union agreement, if you didn't do it right you did it again on your time.
I've also heard of getting another sparky to fix it and back charge the employee.
I know it's hard - but somebody has to be accountable.
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#176608 - 04/07/08 07:50 PM
Re: Call Backs - On Whos Money?
[Re: gfretwell]
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WireNuts29
Member
Registered: 07/24/07
Posts: 42
Loc: Mass, U.S.A.
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I can tell you this, if you make an employee think he/she may be liable financially for mistakes, you will create a double edged sword. One problem would be an employee taking less initiative to do work they have not done before. If my company said for me to personally go fix something that inadvirtantly got left out,on my time I'd tell them to you know what. If I willfully dropped the ball there would definately be a written warning, as stated in our handbook. Neglagence, and mistakes are two very different things, and who's to say which. You need to get it in writing, warnings signed by employee.
Another thing would be as stated in the original post, a wirenut falling off is poor workmanship. If you send the same employee to trouble shoot his own work, and he reports back to you(the boss) that his work was the reason for the call back, said employee is too honest, and too stupid. if said employee finds loose wire connection and fixes it, I'd hope he could cover his own ass, and "find" another problem. Thats just my honest 2cents
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#176611 - 04/07/08 08:37 PM
Re: Call Backs - On Whos Money?
[Re: WireNuts29]
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twh
Member
Registered: 03/11/04
Posts: 249
Loc: Regina, Sask.
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Employers need to be ensure that their employees like them. An employee takes the employer's truck and material and goes for a drive. They are trusted to look after those things, to work efficiently and to bill time honestly. When an employee feels short-changed, he will balance the account, himself.
I worked for an employer who discovered that the Labour Standards Act didn't require coffee breaks. It was surprising the number of times that employees would take a little breather because they didn't know when the next break would be.
If you have call backs, suck it up. At least you know who the problem is.
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#176614 - 04/07/08 09:31 PM
Re: Call Backs - On Whos Money?
[Re: twh]
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LK
Moderator
Registered: 01/21/03
Posts: 1697
Loc: New Jersey
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Had a EC here in town that was having a problem with one of his men with call backs, he wrote up every call, then warned him in writing, as it turned out it was good he did the guy was a drug user, and after checking jobs he did with a good look, poor craftsman work, and many dangerous violations, the guy was always in a hurry to get his next fix, no time for work.
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#176622 - 04/07/08 10:52 PM
Re: Call Backs - On Whos Money?
[Re: gfretwell]
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renosteinke
Moderator
Registered: 01/22/05
Posts: 3051
Loc: Reno Nv USA
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FWIW ...
A plumbing contractor I know has a rather complicated accounting system ...
Apart from the base wage, there are bonuses for work developed, as well as several special accounts. One of these accounts is used to offset call-backs. Monies not 'spent' on call-backs are, at certain set points, paid to the worker.
There is a real need for the worker to have direct feedback on his performance. You can't improve without it.
Naturally, I would say that it's ONE call-back for a job ... if there's a second, it's time for management to get out from behind the desk, and go see what is really going on!
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