The Service Operator
Checklist

The Five Numbers That Move Cash: A One‑Page KPI Checklist (ServiceTitan / Jobber / Housecall Pro)

A printable, one‑page checklist for owner‑operators that defines the five KPIs that move cash, shows exactly where to pull them in ServiceTitan, Jobber, and Housecall Pro, gives a quick utilization formula where it’s not native, and lists the one ‘red → fix’ move per metric—plus a 15‑minute Tuesday review cadence.

Use this every Tuesday for a 15‑minute, numbers‑first huddle. Pull the five metrics, mark each green/yellow/red, fix the reddest one by Friday, and save the same views so next week is one click.

  1. 1

    Save your five report views (once)

    ServiceTitan: Save Dashboard tiles (Call Metrics), Adaptive Capacity view, and All Payments report; Jobber: Save Quotes (conversion) and Payments reports and set up a simple utilization sheet; Housecall Pro: Save Voice > Call Log filters (All/Missed), Conversion Rate Reporting, and Payments report. Default ranges: calls/speed last 7 days, close rate last 14 days, utilization this week, days‑to‑cash last 30 days.

  2. 2

    Missed‑Call Rate — pull it

    Definition: missed inbound calls ÷ total inbound calls (last 7 days); target <10%. ServiceTitan: Dashboard > Call Metrics + Phones > Call Log (filter Missed); Jobber: use your phone/VoIP or CallRail missed‑call report for totals; Housecall Pro: Voice > Call Log (filter Missed) vs All to compute the percent.

  3. 3

    Missed‑Call Rate — if red, do this

    Turn on on‑hours overflow answering and enable missed‑call auto‑text with a booking link; route all missed calls to one queue and assign a person to call back within 15 minutes with a timer.

  4. 4

    First Response <15 Minutes — pull it

    Definition: % of new inquiries that got a human touch (call/text) within 15 minutes (last 7 days); target ≥80%. ServiceTitan/HCP: compare Missed/All call timestamps to first outbound in Call Log (save a filter ‘First touch <15m’); Jobber: pair phone log timestamps with Jobber activity notes to mark first callbacks and tally compliance.

  5. 5

    First Response <15 Minutes — if red, do this

    Add an on‑hours overflow service and turn on push alerts to a shared channel; after hours, send an instant auto‑text and schedule a 8:00 a.m. callback list owned by one CSR.

  6. 6

    Estimate Close Rate (with 7‑day expiration) — pull it

    Definition: approved estimates ÷ total sent for hot jobs (last 14 days); target ≥55% and use 7‑day expirations. ServiceTitan: Reports > Estimates (Estimate/Proposal performance or Close Rate view); Jobber: Reports > Quotes (Conversion/Status); Housecall Pro: Reports > Conversion Rate Reporting (Won vs Total).

  7. 7

    Estimate Close Rate — if red, do this

    Standardize a 3‑option estimate, require a 10% scheduling deposit, set 7‑day expirations, and enforce two follow‑ups at 24h and 72h with a ‘still want us to hold a slot?’ script.

  8. 8

    Schedule Utilization (hold a rescue slot) — pull it

    Definition: % of crew hours booked for the week after reserving one same‑day rescue slot per crew; target 80–90%. ServiceTitan: Capacity > Adaptive/Advanced Capacity Reporting (Utilization % by business unit/crew); Jobber/HCP: compute Scheduled Hours ÷ Available Crew Hours (staffed hours minus one rescue slot per crew) for the current week.

  9. 9

    Schedule Utilization — if red, do this

    Enforce AM/PM (or 3‑bucket) arrival windows, tag job tiers, and protect the rescue slot; coach at the daily dispatch huddle to upgrade small jobs and backfill cancellations within 60 minutes.

  10. 10

    Days‑to‑Cash ≤7 — pull it

    Definition: median days from job completion to payment for jobs closed in the last 30 days; target ≤7. ServiceTitan: Reports > All Payments (export) and compare to job complete/Invoice date to get days; Jobber: Reports > Payments (and Payouts if needed) to compute days from completion/Invoice to payment; Housecall Pro: Reports > Payments (export) and compute the same.

  11. 11

    Days‑to‑Cash — if red, do this

    Require same‑day invoicing at job close and capture card/ACH on file; run a daily AR chase on 4–7‑day invoices and escalate anything >7 days before it ages into the next bucket.

  12. 12

    Color it and assign owners

    Mark each metric green/yellow/red against the targets and write one named owner next to each number; the reddest metric gets priority for this week’s fix.

  13. 13

    Run the Tuesday 15‑minute review

    Go in order: read last week’s five numbers, confirm the one fix done, pull this week’s five, pick one new fix with an owner and a by‑Friday action, and screenshot the board to share with the team.

  14. 14

    Make it repeatable

    Save filters/views, schedule weekly exports to your inbox (Mon 4:30 p.m.), and pin the report links in a shared ‘Call→Schedule→Invoice’ channel so Tuesday’s huddle is one click.