The Service Operator

Stop Drowning in Data: A 7-Line Weekly Scorecard

Listen Later
Stop Drowning in Data: A 7-Line Weekly Scorecard

Your CRM has forty reports. Maybe fifty. But the shops with the best numbers aren't using fancy dashboards—they're reading seven lines on a single page every Tuesday morning.

The Seven-Line Scorecard

1. CSR Booking Rate

  • Formula: Booked jobs ÷ eligible lead calls (exclude spam/vendors)
  • Targets: Good 70% | Better 80% | Best 88%+
  • Export: ServiceTitan Call Center summary | Jobber/HCP via CallRail integration

    • 2. Speed-to-Lead

    • Formula: Median minutes from new lead to first human response
    • Targets: Good <15 min | Better <5 min | Best <2 min
    • Why it matters: 100x higher contact odds at 5 minutes vs. 30 minutes

      • 3. Schedule Utilization

      • Formula: Billable hours ÷ total paid hours for field staff
      • Targets: Good 70% | Better 80% | Ceiling 85%
      • Warning: Don't chase 100%—you'll squeeze out quality and burn out techs

        • 4. First-Time Fix Rate

        • Formula: Jobs resolved on first visit ÷ total jobs
        • Targets: Good 75% | Better 82% | Best 88%
        • Export: ServiceTitan Technician Performance | Jobber Time Sheets + job data

          • 5. Estimate Close Rate

          • Formula: Accepted estimates ÷ sent estimates
          • Targets: Use your baseline—40-60% is typical for residential trades
          • Export: ServiceTitan Business Unit Performance | Jobber Quotes Report

            • 6. Average Ticket

            • Formula: Completed revenue ÷ opportunity job count
            • Targets: HVAC service $350+ | Plumbing $450+ (adjust for your market)
            • Track trend vs. absolute number

              • 7. Revenue Per Crew Day

              • Formula: Total revenue ÷ crew days (one tech = one crew day)
              • Targets: $1,200 floor | $1,600 better | $2,000 strong
              • The summary line that rolls up everything above
                • The Weekly Ritual

                Friday (10 minutes): Pull exports, drop seven numbers into the sheet

                Tuesday (15 minutes): You + dispatcher + lead tech(s)

                • Read each line and 12-week trend
                • Assign one behavior to coach per metric
                • Check health metrics alongside each KPI
                  • Export Paths by Platform

                  ServiceTitan:

                  • Technician Performance report or Timesheets
                  • Business Unit Performance (Sold Rate column)
                  • Call Center summary

                    • Jobber:

                    • Insights > Reports > Quotes (export CSV)
                    • Time Sheets paired with job data
                    • Products & Services report

                      • Housecall Pro:

                      • Jobs/Estimates lists (Actions > Export)
                      • Dashboard reports (CSV export)
                      • CallRail integration for call data
                        • Real Examples
                        • Black Diamond Plumbing (Chicago): 77% booking rate with weekly CSR coaching
                        • Service Labs Group case: $850K recovered from unsold estimate follow-up
                        • Speed-to-lead research: MIT/Harvard study shows 21x higher qualification odds under 5 minutes
                          • Avoiding the Traps

                          Every KPI needs a buddy metric:

                          • Average ticket ↑ → Watch callbacks and reviews
                          • Utilization ↑ → Monitor overtime and quality
                          • Close rate ↑ → Ensure it's not from lowballing

                            • The scorecard is a coaching tool, not a leaderboard.

                            This Week's Question

                            Which single line on your scorecard is the cheapest to move by Friday? Not the hardest, not the most important—the cheapest. What exact behavior will you coach to move it?

                            Download: 7-Line Weekly Scorecard Template - Google Sheet with formulas, target bands, and export instructions for all three platforms.

                            ...more
                            View all episodesView all episodes
                            Download on the App Store
                            The Service OperatorBy Mike, Chris