The Service Operator
Checklist

The 5‑Number Weekly Scorecard (ServiceTitan / Jobber / HCP)

A shop‑ready checklist to set up and run a one‑page weekly scorecard with five numbers that move bookings, utilization, and cash. Includes tight definitions, tool paths for ServiceTitan/Jobber/HCP, targets, owners, and simple fallbacks.

Use this checklist to stand up and run a one‑page weekly scorecard that steers call→schedule→cash. Pull the same five numbers every Friday in under 10 minutes, review them every Tuesday, and coach to one behavior change each week. Built for ServiceTitan, Jobber, and Housecall Pro with simple manual fallbacks.

  1. 1

    Set your reporting week and freeze the rules

    Pick a fixed window (Mon–Sun). Count only qualified new leads; exclude spam and short abandons (e.g., <10 seconds). Keep the same filters for 90 days so trends are real.

  2. 2

    Create your one‑page scorecard

    In a Google Sheet, make columns: Metric • Definition/Formula • Target • Owner • Latest Value • Status • Source Link. Save as “5‑Number Scorecard – [Shop Name].”

  3. 3

    Add Missed‑call rate and define it tightly

    Definition: (missed + abandoned) ÷ total inbound, excluding spam/short abandons. Pull it: ServiceTitan Phones Pro → Abandoned/Missed; Jobber/HCP via your call‑tracking/call logs. Target: ≤10–12%.

  4. 4

    Add % of first responses <15 minutes (speed‑to‑lead)

    Definition: first outbound contact attempt within 15 minutes of lead arrival (stretch goal: 5 minutes). Pull it: timestamps in CRM/call‑tracking; if not clean, run the 2‑week manual log (see Step 13). Target: ≥70%.

  5. 5

    Add Estimate close rate (quote conversion)

    Use your CRM’s native definition. Pull it: ServiceTitan → Opportunities/Estimates; Jobber → Insights → Reports → Quotes; HCP → Reporting → Estimates (Won/Lost). Target (residential service): 50–60%+.

  6. 6

    Add Schedule utilization (crew‑day fill)

    Definition: booked crew‑hours ÷ available crew‑hours for the week. Pull it: ServiceTitan → Capacity Planning → Scheduling Utilization; Jobber/HCP: booked hours from calendar ÷ staffed hours. Target: 85–95% in‑season.

  7. 7

    Add % collected ≤7 days (days‑to‑cash proxy)

    Definition: invoices paid within 7 days ÷ all invoices for the week. Pull it: Jobber → Insights (invoice payment time); HCP → Reporting → Payments Export; ServiceTitan → Reports → Payments Detail/Collections. Target: ≥80%.

  8. 8

    Assign clear owners and SLAs

    CSR owns Steps 3–4, Sales/Estimator owns Step 5, Dispatcher owns Step 6, Office/AR owns Step 7. Put names in the Owner column and set a Friday 3:00 pm update SLA.

  9. 9

    Set color thresholds so coaching is obvious

    Green/Yellow/Red: Missed‑call ≤10% / 10–15% / >15%; First response ≥70% / 50–69% / <50%; Close ≥55% / 45–54% / <45%; Utilization 85–95% / 75–84% or >95% / <75%; ≤7‑day cash ≥80% / 65–79% / <65%.

  10. 10

    Run the Friday 10‑minute pull

    Each owner updates their metric from the paths above, pastes the source link, and sets status color. The shop owner scans for one red or risky yellow to target next week.

  11. 11

    Hold a 10‑minute Tuesday review with dispatcher and lead techs

    Ask: “Which number is red, and what one behavior will we change this week to move it?” Log the action in the sheet (owner + due date) before you leave.

  12. 12

    Apply guardrails to prevent garbage data

    Exclude spam/short abandons; dedupe duplicate web forms; don’t re‑issue quotes to game close rate; pair close rate with average ticket and cancellation rate in your notes.

  13. 13

    If a metric isn’t clean in your CRM, use the 2‑week manual fallback

    Track Date • Lead/Job • Source • Time received • First contact time • Outcome in a tab called “Fallback.” Compute the %; after two weeks, automate from your CRM.

  14. 14

    CSR talk track: tag missed/abandoned reasons

    “Sorry we missed you. Was this about [service]? I can book you now or text a quick link.” After each call, tag reason (voicemail/no answer/price‑shop/spam) so Missed‑call rate reflects reality.

  15. 15

    CSR talk track: confirm deposits to speed cash

    “We lock your slot with a [X%] deposit by card or ACH. I’ll text the link now so your tech’s on time.” Confirm method before hang‑up; this lifts % collected ≤7 days.