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

• Week of: [YYYY‑MM‑DD]
• Huddle time: [Tuesday 07:30]
• Dispatcher: [NAME] Lead tech(s): [NAME(S)]
• Platform: [ServiceTitan | Jobber | Housecall Pro | Other: ______]
• Trades covered: [Plumbing/HVAC/Electrical/Other]
• Season: [In‑season | Shoulder | Off‑season]
• Shop defaults: First‑touch target [15] min • Answer target [90]% (BH) • Rescue slot held/crew [YES/NO] • Deposit policy [%] over [$_]

1. Open your CRM and phone analytics.
   • Calls + first‑touch: last 7 days (BH vs after‑hours).
   • Estimates: last 90 days.
   • Utilization: next 7 days.
   • Cash: last 30 days (or rolling 90 for stability).
2. Fill each metric’s Actual, compare to Target, mark [GREEN/RED].
3. If any metric is RED, write one root cause in Notes (use reason codes below).
4. In “One Red → One Fix,” commit a specific action, owner, and due date.
5. Screenshot or save the filled sheet to your ops folder. Coach from recordings or examples this week.
6. Next Tuesday: review last week’s fix result first, then update the five numbers.

• Missed‑call rate (BH): Target [≤10%]. Track after‑hours separately.
• % of new leads first‑touched ≤15 minutes: Target [≥80%].
• Estimate close rate (last 90 days, by service type): Target [≥50% overall].
• Schedule utilization (next 7 days): Target [85–90% in‑season] with a same‑day rescue slot per crew.
• Days to cash (or % collected ≤7 days): Target [≤7 days] or [≥80% within 7 days].

Definition: % of inbound calls during business hours not answered live.

Formula: Missed calls ÷ Total inbound calls (BH)

• Target: [≤10%] Actual: [__%] Status: [GREEN | RED]
• After‑hours missed‑call rate (tracked separately): [__%]
• Notes/Reason code: [LETTER(S)] Details: [TEXT]

Pull path (pick one):

• ServiceTitan: [Phones Pro > Abandoned Calls] or [Contact Center Pro > Call Journey > Filter Business Hours > Export]
• Jobber: [CallRail > Unanswered Calls > Filter business hours] or [Phone system logs]
• Housecall Pro: [CallRail > Unanswered Calls] or [HCP phone/call reporting if enabled]

If RED → action (check one):

• Set overflow/answering service 8a–5p this week; confirm ring group.
• Coach from 5 call recordings/CSR on greeting + qualification.
• Add a second line/seat during peak window [TIME–TIME].
• Tighten IVR: option 1 = book, 2 = dispatch/emergency; remove dead ends.
• Owner: [NAME] Due: [DATE] Verify (how you’ll check): [TEXT]

Definition: % of new leads (calls, web forms, texts, chats) first‑touched within 15 minutes.

Count a “first touch” as a live answer, outbound call, text, or email reply.

Formula: # leads first‑touched ≤15 min ÷ total new leads

• Target: [≥80%] Actual: [__%] Status: [GREEN | RED]
• Notes/Reason code: [LETTER(S)] Details: [TEXT]

Pull path (examples):

• ServiceTitan: [Abandoned Calls > Age column for callbacks] + [Call Journey timestamps]; for web/request leads, use [Lead/Job “Created” vs first outbound activity].
• Jobber: [Client Communications Report > filter last 7 days] + [Lead created vs first outbound timestamp] or [CallRail first outbound].
• Housecall Pro: [Inbox/message history] + [CallRail first outbound] to time‑stamp first contact.

If RED → action (check one):

• Turn on auto‑reply SMS for web forms (“We got it—expect a call in 10–15 minutes”).
• Assign a rotating “hot‑lead” owner 8a–5p; set a 15‑min timer in dispatch.
• Add a missed‑call callback queue and clear it every 30 minutes.
• Add a quick‑quote template for common jobs to speed first reply.
• Owner: [NAME] Due: [DATE] Verify: [TEXT]

Definition: % of estimates marked won in the last 90 days. Track by service type.

Formula: Won estimates ÷ (Won + Lost estimates)

Table (add rows as needed):

• Service type [A] — Quoted [] Won [] Close rate [__%]

• Service type [B] — Quoted [] Won [] Close rate [__%]

• Service type [C] — Quoted [] Won [] Close rate [__%]

• Target (overall): [≥50%] Actual (overall): [__%] Status: [GREEN | RED]

• Notes/Reason code(s): [LETTER(S)] Details: [TEXT]

Pull path:

• ServiceTitan: [Reports > Estimates or Jobs with Linked Estimates > Won/Lost by date range (90 days)]
• Jobber: [Reports > Quotes Report > Conversion (90 days) > Export CSV]
• Housecall Pro: [Reports > Estimates on Jobs (90 days)] or [Dashboard > Estimates]

If RED → action (check one):

• Standardize to a 3‑option proposal (Good/Better/Best) with financing line.
• Run a 3‑touch follow‑up (Day 1 text, Day 3 call, Day 7 email) on all open quotes.
• Same‑day pricing huddle: review 5 open quotes; fix scope/photos.
• Add deposit requirement [%] for jobs over [$_].
• Owner: [NAME] Due: [DATE] Verify: [TEXT]

Definition: % of crew‑days booked versus capacity over the next 7 days. Always hold a same‑day rescue slot per crew.

Formulas:

• Capacity (crew‑days) = # Crews × # Shifts/Day × 7

• Booked (crew‑days) = Sum of scheduled crew‑days (exclude rescue slot)

• Utilization = Booked ÷ Capacity

• Target: [85–90% in‑season] Actual: [__%] Status: [GREEN | RED]

• Rescue slot held per crew today? [YES/NO]

• Notes/Reason code: [LETTER(S)] Details: [TEXT]

Pull path:

• ServiceTitan: [Capacity Planning (Open/Adjustable) > Provided vs Consumed > next 7 days]
• Jobber: [Schedule > Visits > Export next 7 days] then divide by crew capacity.
• Housecall Pro: [Schedule/Reports export > next 7 days] then divide by crew capacity.

If RED → action (check one):

• Protect the same‑day rescue slot; stop overbooking past [__%].
• Backfill gaps with outbound on unsold estimates (call/text 10/day).
• Confirm reminders (SMS/email) 24h + 2h to reduce no‑shows.
• Rebalance crews/shift a maintenance day to production.
• Owner: [NAME] Due: [DATE] Verify: [TEXT]

Choose one way to track weekly: (A) Median days from invoice to payment, or (B) % collected within 7 days.

Formulas:

• Days to cash = Median(payment date − invoice date)

• % collected ≤7 days = # invoices paid ≤7 days ÷ # invoices issued

• Target: [≤7 days] or [≥80% ≤7 days] Actual: [VALUE] Status: [GREEN | RED]

• Online pay links on every invoice/estimate? [YES/NO]

• Deposits required on jobs over [$___]? [YES/NO]

• Notes/Reason code: [LETTER(S)] Details: [TEXT]

Pull path:

• ServiceTitan: [Reports > AR Transactions or Payments > export with invoice + payment dates]
• Jobber: [Reports > Invoices/Payments > export] (include issue + paid dates)
• Housecall Pro: [Reports > Payments/AR > export] (issue + paid dates)

If RED → action (check one):

• Send invoices same day; enable online payments.
• Add automated reminders (Day 3, Day 7) with pay link.
• Require [%] deposits on jobs over [$_].
• Offer financing line on estimates/invoices.
• Owner: [NAME] Due: [DATE] Verify: [TEXT]

Use these in Notes to explain a RED metric.

• P = Peak inbound overflow
• S = Staffing gap / coverage
• T = Tool/report not configured
• Q = Quote quality (scope/photos/pricing)
• F = Follow‑up missed or late
• C = Calendar hole / rescue slot used
• W = Weather/parts delay
• D = Deposit policy off or ignored
• O = Online payments not enabled/used
• H = Handoff error (field → office)
• M = Material/backorder issue

Pick one RED box above and make it mechanical.

• Red metric: [TEXT]
• Today’s fix (1 sentence): [TEXT]
• Owner: [NAME]
• Due: [DATE]
• How we’ll verify next Tuesday: [TEXT]
• Result next week (fill then): [TEXT]