Customers think rollbacks indicate a lack of interest in their job...
Business accepted the job and applied for a rollback a day later for the reason “Customer did not send or give job details as requested by me, so can not quote job.”. Service Central emailed the customer to ask for feedback and received the following response “Just wanted to say I haven’t had a chance to email the gentleman. But looking at the enthusiasm for a refund, I don’t think I want to give him a chance to quote anymore”.
It’s interesting how the application of a rollback communicates to the customer the lack of interest in closing the deal. If the business had waited, I’ll bet they had a much better chance of winning the work!
