The Five‑Number Weekly Scorecard (ServiceTitan • Jobber • Housecall Pro)

• Shop: [SHOP NAME]
• Trade: [HVAC | PLUMBING | ELECTRICAL]
• Platform: [SERVICETITAN | JOBBER | HOUSECALL PRO]
• Week of (Mon–Sun): [YYYY‑MM‑DD]
• Business hours used for phone metrics: [HH:MM–HH:MM]
• Review crew: [DISPATCHER NAME], [LEAD TECH NAME], [OWNER/GM]
• Red/Yellow/Green thresholds (set once, adjust quarterly):
  • Missed‑Call Rate: [GREEN ≤% | YELLOW –% | RED ≥%]
  • % First Response ≤15 min: [GREEN ≥% | YELLOW –% | RED ≤%]
  • Estimate Close Rate: [GREEN ≥% | YELLOW –% | RED ≤%]
  • Schedule Utilization: [GREEN –% | YELLOW –% | RED ≤/≥%]
  • Days‑to‑Cash OR % ≤7 Days: [GREEN ≤__ days | ≥__%]
• Notes carried over from last Tuesday: [NOTES]

• Definition: Percent of inbound calls during business hours that were not answered by a human/queue (missed or abandoned).
• Formula: Missed calls ÷ Total inbound calls (business hours only).

Where to pull it

• ServiceTitan: Phones/Contact Center > Calls > Abandoned (and Answered). Filter: [Last Week], [Business Unit], [Business Hours]. Export if needed.
• Housecall Pro: Reporting > Voice > Call Log. Tabs: Inbound + Missed. Filter: [Date Range: Last Week]. Export CSV.
• Jobber: Via phone integration (e.g., CallRail). CallRail > Reports > Call Log (Missed vs Answered). Filter to tracking numbers and business hours. If no integration, use phone provider logs.

Starting targets (tune by season, not absolutes)

• HVAC: ≤8–12% in peak; ≤5–8% shoulder.
• Plumbing/Electrical: ≤5–10% most weeks.

Common pitfalls to check

• After‑hours mixed into numerator; duplicate tracking numbers; voicemail counted as answered.

Pick one lever (choose one and assign)

• Route all missed calls to one queue with owner: [NAME].
• Two callbacks + 1 SMS within 15 minutes playbook live? [YES/NO].
• Turn on voicemail transcription + Slack/Teams alert to missed‑call channel. [ON/OFF].
• Overflow to answering service after [X] rings during peak. [ON/OFF].

This week’s number: [%] Target: [%] Owner: [NAME] Status: [GREEN | YELLOW | RED]

• Definition: Percent of new leads (calls, web forms, texts) that received the first human reply within 15 minutes during business hours.
• Formula: Leads first‑touched ≤15:00 ÷ Total new leads (exclude truly after‑hours unless you staff it).

Where to pull it (expect a simple spreadsheet join)

• ServiceTitan: Phones/Contact Center > Call Log (inbound/missed timestamps). Pair with Marketing Pro > Forms > Submissions (created time). Compute first outbound touch time (callback/SMS/email) from call log or CRM activity.
• Housecall Pro: Reporting > Voice > Call Log (inbound/missed). Pair with Inbox/Messages or Estimates created; calculate first outbound touch time. Export and compute first_touch - created.
• Jobber: Insights > Requests (Created) + Activity Feed events (first text/email/call) and/or CallRail first‑return timestamp. Export and compute in sheet.

Starting targets (business hours focus)

• Aim for ≥60–80% within 15 minutes in‑hours; use auto‑acknowledge for off‑hours.

Common pitfalls to check

• Auto‑replies counted as “first touch” (decide your rule); web leads missing phone numbers; no single owner on the timer.

Pick one lever (choose one and assign)

• Turn on auto‑acknowledge SMS/email: “Got it — we’ll call within 15 minutes during [HOURS].” [ON DATE].
• Assign SLA owner (name on the timer) per day: [NAME].
• Create a single “New Lead” queue board/column visible to dispatcher. [DONE/NOT YET].
• Add a big on‑screen 15:00 timer macro for new leads. [INSTALLED/NOT YET].

This week’s number: [%] Target: [%] Owner: [NAME] Status: [GREEN | YELLOW | RED]

• Definition: Percent of estimates sent/presented in the period that converted to approved/sold jobs.
• Formula (weekly, keep window consistent): Approved (Sold) estimates ÷ Sent estimates.

Where to pull it

• Jobber: Insights > Reports > Quotes Report (Conversion Rate). Filter by [Sent Date: Last Week]. Note: Jobber conversion can exceed 100% if quotes convert without being marked “sent.”
• Housecall Pro: Reporting > Estimates > Conversion Rate. Filter [Last Week] and by business unit/tech as needed.
• ServiceTitan: Reports > Estimates (e.g., Estimate Performance / Sold by Technician). Filter [Date Sent: Last Week]. If needed, compute: count Sold ÷ count Sent.

Starting targets (use as a baseline)

• HVAC: 50–65% (varies with season and ticket size).
• Plumbing: 60–75%.
• Electrical: 55–70%.

Common pitfalls to check

• Techs not marking quotes “sent” or “sold”; duplicate versions; expired quotes dragging rate.

Pick one lever (choose one and assign)

• Ship 3‑option template (Good/Better/Best) in your quoting tool. Owner: [NAME]. Due: [DATE].
• Set 7‑day expiration with auto‑reminders (Day 2/4/6). [ON/OFF].
• Add online approval + deposit link to every quote. Deposit: [__%].
• Require on‑site present + same‑day SMS follow‑up with link. [RULE PUBLISHED DATE].

This week’s number: [%] Target: [%] Owner: [NAME] Status: [GREEN | YELLOW | RED]

• Definition: How full the schedule is relative to crew capacity.
• Formula: Booked crew hours ÷ Available crew hours for the week.
  • Booked hours = sum of scheduled job durations (crew‑adjusted).
  • Available hours = total workable crew hours minus PTO/meetings minus reserved rescue capacity.

Where to pull it

• ServiceTitan: Operations > Dispatch Board > Adaptive Capacity (Provided vs Consumed). Or Reports > Scheduling Utilization. Filter [Last Week].
• Housecall Pro: Reporting > Create a Report > Travel & Job Duration Time. Sum durations for [Last Week].
• Jobber: Jobs/Visits (scheduled durations) + Insights > Timesheets (total hours worked). Compute ratio.

Starting targets (protect a rescue slot)

• Most weeks: 85–95% utilization with 10–15% same‑day/rescue capacity.

Common pitfalls to check

• Travel time not included; multi‑tech jobs double‑counted; PTO not subtracted from available.

Pick one lever (choose one and assign)

• Switch to AM/PM (or 3‑window) arrival buckets. Go‑live: [DATE].
• Hold a daily [1–2 hr] rescue block; release at [TIME] if unused. Owner: [NAME].
• Next‑day confirmation text at [HH:MM] with reschedule link. [ON/OFF].
• Map zip‑clusters to reduce windshield time on peak days. [DONE/NOT YET].

This week’s number: [%] Target: [%] Owner: [NAME] Status: [GREEN | YELLOW | RED]

Pick one version and stick with it each quarter.

Option A — Days‑to‑Cash (average)

• Definition: Average days from job completion to full payment.
• Formula: Avg( Payment Date − Job Completed Date ) for jobs completed last week.

Option B — % Collected ≤7 Days

• Definition: Share of jobs paid in full within 7 days of completion.
• Formula: # Jobs paid ≤7 days ÷ # Jobs completed last week.

Where to pull it

• ServiceTitan: Reports > AR Transactions; Dashboards > Customer Aging. Filter by [Completed Date: Last Week]. Export for exact day counts if needed.
• Housecall Pro: Reporting > Invoices > Aging (Past Due) + Payments export. Filter [Completed Last Week].
• Jobber: Insights > Reports > Payments (date received) + Aged Receivables. Filter [Last Week Completed].

Starting targets (based on common platform patterns)

• Average days‑to‑cash ≤7 days; or ≥80% collected within 7 days.

Common pitfalls to check

• Invoices created late; jobs left “open”; check payments not deposited promptly; deposits not tied to jobs.

Pick one lever (choose one and assign)

• Same‑day invoicing rule at job completion. Owner: [NAME]. Go‑live: [DATE].
• Require stored card/ACH on file for service agreements. [ON/OFF].
• Add deposit policy for jobs > [$ AMOUNT] at [__%]. Effective: [DATE].
• Turn on text‑to‑pay links on completion. [ON/OFF].

This week’s number: [__ | %] Target: [ | __%] Owner: [NAME] Status: [GREEN | YELLOW | RED]

List the five numbers at a glance and pick one lever to ship this week.

• Missed‑Call Rate: [__%] Status: [G/Y/R]
• % First Response ≤15 min: [__%] Status: [G/Y/R]
• Estimate Close Rate: [__%] Status: [G/Y/R]
• Schedule Utilization: [__%] Status: [G/Y/R]
• Days‑to‑Cash OR % ≤7 Days: [__ | __%] Status: [G/Y/R]

This week’s single lever

• KPI chosen: [NAME]
• Lever description: [WHAT WE’RE CHANGING]
• 7‑day test scope: [TEAM/ZIP/CALL TYPE]
• Owner: [NAME]
• Start: [DATE] End: [DATE]
• Expected lift by next Tuesday: [NUMBER/OUTCOME]
• Blockers: [LIST]

Next Tuesday checklist

• Did we ship it? [YES/NO]
• Result vs expectation: [NOTES]
• Keep, kill, or iterate? [KEEP/KILL/ITERATE]

Space for coaching notes from call reviews, estimate ride‑alongs, or AR follow‑ups.

• Call‑handling notes (from 3 call listens):
  • [CALL 1 NOTE]
  • [CALL 2 NOTE]
  • [CALL 3 NOTE]
• Estimate follow‑up notes (from 3 quotes):
  • [QUOTE 1 NOTE]
  • [QUOTE 2 NOTE]
  • [QUOTE 3 NOTE]
• Collections notes (from 3 overdue invoices):
  • [INV 1 NOTE]
  • [INV 2 NOTE]
  • [INV 3 NOTE]

Parking lot for fixes we’re not doing this week: [LIST]