The 5‑Number Weekly Scorecard (ServiceTitan · Jobber · Housecall Pro)

• Calendar a repeating pull deadline: Mondays 4:30pm local. Huddle: Tuesdays 8:15–8:30am.
• Assign owners: [Missed‑call rate]=[CSR lead], [% ≤15‑min first response]=[CSR lead], [Estimate close rate]=[sales/estimator], [Schedule utilization]=[dispatcher], [Days to cash]=[bookkeeper/owner].
• Write each metric’s speakable definition in the header of your sheet. Do not change definitions until the 4th huddle is complete.

Create a single tab with these columns: Metric | Target | W‑3 | W‑2 | W‑1 | This Week | Notes. Add color rules: green at/above target; yellow within 10% of target; red worse than that. Add date range (Mon–Sun) at top right. Print with room for 2–3 notes per row.

Definition: percentage of inbound calls that were not answered by a person/IVR transfer during the business day. Formula: missed_calls ÷ total_inbound_calls. Targets: Business hours ≤10% (stretch ≤8%). After‑hours ≤30% with next‑day recovery list. Report paths:

• ServiceTitan: Phones Pro / Abandoned Calls (or Call Screen FAQ paths) for Abandoned + Total Inbound. Confirm Short‑Abandoned threshold so IVR timeouts don’t inflate misses.
• Jobber: Use your phone system (Dialpad/RingCentral/CallRail) inbound log for Missed vs Answered; Jobber does not track phone rings natively.
• Housecall Pro: If using HCP Phones, use Call Activity/Abandoned; otherwise use your phone system inbound log. Tuesday decision prompts: Do we need overflow/after‑hours coverage this week? Who returns the top 25 missed numbers by 10am?

Definition: percentage of new web/form leads and missed‑call callbacks that received a first human reply (SMS or call) within 15 minutes during business hours. Formula: count(replied ≤15m) ÷ total_new_leads+missed_calls_requiring_reply. Target: ≥80% within 15 minutes (≥90% stretch for peak season); after‑hours: reply by 9:15am next business day. Where to get timestamps:

• ServiceTitan: Web leads/messages timestamps from your lead inbox or CRM timelines; pair with callback list from Abandoned Calls.
• Jobber: Requests (web leads) list + activity timestamps; track callback timestamps in client timeline or a simple CSR log.
• Housecall Pro: Inbox/Web Leads timestamps + Missed Calls/Voicemail list if using HCP Phones. Tuesday decision prompts: Are we texting first? How many call attempts in first hour? Who owns after‑hours queue today?

Definition: percentage of estimates marked Won out of all Sent in the period. Exclude Pending/Open‑awaiting decision and Canceled/Duplicate. Targets (weekly view; validate over 30 days): Service/repair: 50–65%. Projects/installs: 25–45% depending on ticket size and financing. Report paths:

• ServiceTitan: Reports > All Reports > Business Unit Performance (use Opportunity Conversion Rate) and/or Opportunity & Estimate Follow Up for Won vs Sent.
• Jobber: Insights > Reports > Quotes Report (Won vs Sent; export if needed for custom calc).
• Housecall Pro: Reporting > Conversion Rate Reporting (Won/Lost/Open). Pitfalls to note in Notes column: multi‑option estimates (count as one Sent); reissued quotes (dedupe); aging opens (don’t count as Won). Tuesday prompts: Which 10 open, high‑likelihood estimates get a same‑day follow‑up?

Definition: sold/assigned labor hours ÷ crew capacity hours for the week, including travel buffers and one daily rescue slot per crew. Formula: utilization = assigned_hours ÷ (crews × available_hours − holdouts − rescue_slots). Target: 82–92% (keeps a rescue slot and on‑time arrivals). Red if <80% (marketing/offer push) or >95% (create capacity; risk of slips). Where to pull:

• ServiceTitan: Schedule/Capacity > Adaptive Capacity or Capacity Report for provided vs consumed hours.
• Jobber & Housecall Pro: Count assigned jobs × estimated labor hours; compute capacity in your sheet: crews × (hours/day × days) − (travel buffer + daily rescue slots). Tuesday prompts: Do we open/hold a rescue slot today? Which jobs move to protect on‑time windows?

Pick one format and stick with it for 30 days. Option A — % Collected ≤7 Days: count(invoices paid within 7 days) ÷ total_invoices. Target: ≥85–90% within 7 days. Note deposit policies on high tickets. Option B — Days to Cash: average days from job completion/invoice date to paid date (exclude internal/job‑cost‑only invoices). Report paths:

• ServiceTitan: AR > Customer Aging Dashboard and/or Reports > AR Transactions (filter by invoice and payment dates).
• Jobber: Insights > Reports > Invoice and Payment Reports (Transactions/Client Balance Summary).
• Housecall Pro: Reporting > Invoices (use Open Invoices/Invoice List; compare invoice vs payment dates). Tuesday prompts: Which 10 invoices cross 7 days today? Do we require deposits on jobs >[YOUR $]?

Populate W‑3, W‑2, W‑1, and This Week using the same date window (Mon–Sun). Apply the color rules. Circle any red cell. Add one plain‑English note per red/yellow cell (why it moved; what you’ll try). Print one copy for the huddle and post the sheet in Dispatch.

Order matters. Stand up; no laptops except the sheet.

1. Missed‑Call Rate + % ≤15m (3–4 min): Decide coverage, overflow routing, and today’s callback list.
2. Schedule Utilization (3–4 min): Confirm rescue slot; pull‑ahead/move jobs as needed.
3. Estimate Close Rate (3–4 min): Name 10 hottest opens and assign same‑day follow‑ups.
4. Days to Cash (2–3 min): Name 10 oldest/open and assign same‑day collects. Close: One question for the week: “If we answered every missed call in 15 minutes, how many more jobs would we book?” Write the number.

Small (owner + 1–3): Owner pulls Close Rate & Days to Cash; CSR pulls Missed‑Call & ≤15m; dispatcher (or owner) calculates Utilization. Pulls due Monday 4:30pm. Mid (5–10 techs): CSR lead pulls Missed‑Call & ≤15m; Estimator/Sales lead pulls Close Rate; Dispatcher pulls Utilization; Bookkeeper pulls Days to Cash; Owner runs huddle. Due Monday 3:30pm. Larger (10–25 techs): CSR supervisor + overflow partner export Missed‑Call & ≤15m; Sales manager pulls Close Rate by BU; Dispatch lead pulls Utilization by crew; AR specialist pulls Days to Cash; Ops manager runs huddle. Due Monday 2:00pm.

Copy the definition you’re using for each metric into the footer of the sheet. Example:

• Missed‑Call Rate: ‘Business‑hours abandoned ÷ total inbound; Short‑Abandoned set to [X]s; excludes internal transfers.’
• % ≤15m: ‘New leads (web + missed‑call recovery) with first human reply ≤15 minutes during BH; after‑hours by 9:15am.’
• Close Rate: ‘Won ÷ Sent; excludes Pending/Canceled; dedupe reissues; count multi‑option as one Sent.’
• Utilization: ‘Assigned labor hours ÷ capacity (crews×hours − holdouts − 1 rescue slot/crew/day).’
• % ≤7 Days: ‘Invoices paid within 7 days ÷ total; excludes job‑cost‑only/internal.’ Do not change for 4 weeks.

ServiceTitan: Phones Pro Abandoned Calls; Reports > All Reports > Business Unit Performance; Reports > Opportunity & Estimate Follow Up; Schedule/Capacity > Adaptive Capacity; AR > Customer Aging Dashboard or AR Transactions. Jobber: Insights > Reports > Quotes Report; Insights > Reports > Invoice & Payment Reports (Transactions/Client Balance Summary); phone system inbound log for Missed‑Call; Requests list/activity for lead timestamps. Housecall Pro: Reporting > Conversion Rate Reporting; Reporting > Invoices (Open Invoices/Invoice List); HCP Phones Call Activity (if enabled) or phone system inbound log; Inbox/Web Leads for timestamps.

• Overflow: Route >3 rings to your answering service during peak hours; callback list in 60 minutes.
• First reply: SMS first, then call; 3 attempts in first hour for web leads.
• Capacity: Hold 1 rescue slot per crew per day; add 15–20% travel buffer on routes.
• Collections: Same‑day invoicing; deposits on jobs over [YOUR $ THRESHOLD]; offer financing where appropriate.

At the 4th huddle, review the trend lines. If a blind spot persists, add one temporary drill‑down for the next 30‑day cycle (e.g., ‘No‑show rate’). Don’t expand the standing huddle beyond five core numbers. Keep the pull time and owners the same.