Its all about TRAINING and repetition of that training. We have just revised our employee handbook and training manuals. We also have a manual for trouble shooting equipment. I do not think you will ever get the quality, from employees, that you yourself would do. Its not their company but if you constantly re enforce whats in the training you will cut down on the call backs. If you are going to have employees for a service business you are going to have call backs its the nature of business.