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Who owns the callback?
If two people “might” call the customer back, usually nobody does. Name one owner. Set a time box. Write the outcome down.
The one-sentence rule
When a new call is missed, [NAME] owns the first callback within [MINUTES] during business hours.
Fill blanks once. Tape near the phone. Change the name when the schedule changes.
Why shops fail this
- Owner assumes the tech will call “later”
- Front counter assumes the owner saw the miss
- No shared list of open callbacks
- After-hours messages sit until someone feels like checking
Minimum tracking columns
- Time missed
- Caller name / number
- Owner
- First attempt time
- Result (reached / left message / not a fit / booked)
A paper notepad works. Spreadsheet optional.
Do the 5-minute map · Follow-up checklist
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