The One‑Page Weekly Owner Scorecard (Call → Schedule → Invoice)

Fill this header, then the five boxes below. Keep it to one page.

• Week of: [WEEK_START] → [WEEK_END]
• Trade(s): [TRADE] • Mix: [SERVICE_%]% service / [INSTALL_%]% install • Season: [SEASON]
• Tools: [CRM] • [CALL_TRACKING] • [ACCOUNTING]
• Owner: [OWNER_NAME] • Prepared Friday by: [PREP_NAME]

1. Missed‑call %

• This week: [MISSED_CALL_PCT]% • Target: [YOUR_TARGET_MISSED_CALL]% • Trend vs last week: [UP/DOWN/FLAT]
• One action if red: [ACTION]

2. % first responses <15 min

• This week: [FIRST_RESPONSE_15_PCT]% • Target: [YOUR_TARGET_FIRST_RESPONSE]% • Trend: [UP/DOWN/FLAT]
• One action if red: [ACTION]

3. Estimate close % (last 30 days)

• This week: [EST_CLOSE_PCT]% • Target: [YOUR_TARGET_CLOSE]% • Trend: [UP/DOWN/FLAT]
• One action if red: [ACTION]

4. Schedule utilization %

• This week: [UTILIZATION_PCT]% • Target: [YOUR_TARGET_UTIL]% • Rescue slot held? [YES/NO]
• One action if red: [ACTION]

5. Days‑to‑cash (service) or % ≤7 days

• This week: [DTC_DAYS] days OR [DTC_7DAY_PCT]% ≤7 days • Target: [YOUR_TARGET_DTC]
• One action if red: [ACTION]

What it tells you: How leaky your phones were.

Definition: Inbound calls that rang your line and weren’t answered by a human.

Formula: Missed‑call % = MISSED ÷ (ANSWERED + MISSED + VOICEMAIL)

Fill‑fields

• [ANSWERED_CALLS] • [MISSED_CALLS] • [VOICEMAILS]
• Missed‑call % auto‑calc = [MISSED_CALLS] ÷ ([ANSWERED_CALLS]+[MISSED_CALLS]+[VOICEMAILS])

Pull it fast

• ST: Phones Pro → Calls → Filter [DATE=WEEK] and [DEPT/Main] → Export → Count Answered/Missed/Voicemail.
• CallRail (or similar): Analytics → Call Log → Filter [DATE=WEEK] + [TAG=Sales] → Export summary.
• If no tracker: Phone system log → inbound summary for main line.

Targets

• Service‑heavy: <8–12% weekly. Weather spikes can bump higher—show recovery by week‑end.
• Install‑heavy: Keep under 10–12% during active campaigns.

If red this week, try one

• Route after‑hours to live answer or overflow ([VENDOR] or on‑call rotation).
• Add a 2‑attempt missed‑call callback loop within 10 minutes, then 60 minutes.
• Tag voicemail line in call‑tracking so it isn’t counted as “answered.”

Pitfalls to avoid

• Untagged voicemails counted as answered.
• Ring groups that log to a dead number.
• Counting internal/tech calls in totals. Use [TAG=Leads/Sales].

What it tells you: How fast you touch new leads/messages.

Definition: First human reply (call/SMS/email) within 15 minutes of the original inquiry (web form, LSA message, voicemail, missed call, social DM).

Formula: % under 15 = (LEADS_RESPONDED_<15) ÷ (TOTAL_NEW_LEADS)

Set your definitions

• Count a “first response” when you: call back and connect, send a personalized SMS, or leave a voicemail + follow with SMS.
• Auto‑responders don’t count.

Fill‑fields

• [TOTAL_NEW_LEADS_THIS_WEEK]
• [RESPONDED_WITHIN_15_MIN]
• % under 15 auto‑calc = [RESPONDED_WITHIN_15_MIN] ÷ [TOTAL_NEW_LEADS_THIS_WEEK]

Pull it fast

• LSA: Local Services → Leads → Filter [DATE=WEEK] → Sort by "First response" → Export.
• ST/Jobber/HCP: Activity/Communications log → Filter [DATE=WEEK] + [Lead/Estimate Created] → Spot first outbound touch timestamp.
• Shared inbox (Gmail/Outlook/Helpdesk): Search label [NEW LEADS] + export first reply times.

Targets

• With dispatcher: ≥90% under 15 minutes.
• Owner/CSR split: ≥80% under 15 minutes.

If red this week, try one

• Put LSA + web leads into a shared inbox with a 10‑minute SLA rule + mobile push.
• Enable missed‑call text‑back with a booking link.
• Block one dispatcher from phones 9–11am just for first responses.

Pitfalls to avoid

• Counting auto‑replies.
• Double‑counting multi‑channel inquiries (same person called + filled form). Deduplicate by phone/email.

What it tells you: Are sent quotes turning into approved work?

Definition: Approved estimates ÷ sent estimates in the last 30 days. Exclude $0/warranty lines and duplicates.

Formula: Close % = APPROVED_ESTIMATES_30D ÷ SENT_ESTIMATES_30D

Scope settings (set once, revisit quarterly)

• Include job types: [SERVICE_REPAIR], [REPLACEMENT], [INSTALL_PROJECT].
• Exclude: [$0/WARRANTY], [DUPLICATE/RESENT], [INTERNAL NO‑CHARGE].

Fill‑fields

• [SENT_ESTIMATES_30D] • [APPROVED_ESTIMATES_30D]
• Close % auto‑calc = [APPROVED_ESTIMATES_30D] ÷ [SENT_ESTIMATES_30D]

Pull it fast

• ST: Reports → Estimates/Opportunity report → Filter [DATE=LAST 30 DAYS], [Business Unit], [Exclude $0] → Export status counts.
• Jobber: Reports → Quotes → Conversion/Status → Filter [LAST 30 DAYS] → Export.
• HCP: Reports → Estimates → Conversion Rate → Filter [LAST 30 DAYS] → Export.

Targets (tune by mix/season)

• Service replacement: 45–65%.
• Repairs/SMB jobs: 35–55%.
• Roofing/large projects: 25–40% with higher average ticket.

If red this week, try one

• Run a 3‑touch follow‑up on all open quotes inside 7 days (Day 1 SMS, Day 3 call, Day 7 email with a simple choice).
• Add 1 photo + 1 plain‑English “why now” line to every quote.

Pitfalls to avoid

• $0 invoices/lines inflating denominator.
• Mis‑typed job types mixing repairs with replacements.
• Counting “options” as separate sent estimates—dedupe per decision.

What it tells you: Did you book most of the hours you could actually run?

Definition: Booked job duration (or sold hours) ÷ available tech hours (exclude PTO/training; protect one rescue slot/crew/day).

Formula: Utilization % = BOOKED_HOURS ÷ AVAILABLE_HOURS

Fill‑fields

• [#_TECHS_THIS_WEEK] • [STD_SHIFT_HOURS] • [PTO_TRAINING_HOURS]
• Available hours = ([#_TECHS_THIS_WEEK] × [STD_SHIFT_HOURS] × [DAYS_WORKED]) − [PTO_TRAINING_HOURS] − [RESCUE_SLOTS_HELD_HOURS]
• Booked hours this week = [BOOKED_JOB_HOURS]

Pull it fast

• ST: Capacity Planning or Dispatch Board export → Sum booked durations for [DATE=WEEK]. Also pull tech availability hours (exclude on‑call only).
• Jobber/HCP: Calendar export → Sum job durations; subtract blocked PTO/training.

Targets

• Service routes: 85–92% weekly. Keep one same‑day rescue slot per crew.
• Install crews: 80–90% weekly; use milestones to align cash.

If red this week, try one

• Hold a daily rescue slot per crew (e.g., 2–3pm) and tighten confirmation rules to reduce rollovers.
• Pre‑sell maintenance/IAQ jobs into light days to smooth load.

Pitfalls to avoid

• Counting on‑call/emergency coverage as available hours.
• Estimating durations too low (drives rollovers and fake “wins”).

What it tells you: How long cash takes to hit the bank after the job.

Pick one primary metric (track both if you can):

• Days‑to‑cash (DTC): average days from job completion to funds received.
• % ≤7 days: share of service tickets collected within 7 days.

Formulas

• DTC = AVG( DEPOSIT_DATE_OR_FINAL_PAYMENT_DATE − JOB_COMPLETION_DATE )
• % ≤7 days = (# SERVICE TICKETS PAID IN ≤7 DAYS) ÷ (# SERVICE TICKETS COMPLETED)

Fill‑fields

• [SERVICE_TICKETS_COMPLETED] • [PAID_<=7D] • [AVG_DTC_DAYS]

Pull it fast

• ST: Reports → Payments/AR → Filter [DATE=WEEK COMPLETED] → Export completion date + payment/deposit date.
• Jobber: Reports → Payments → Filter [DATE=WEEK] → Export.
• HCP: Reports → Payments Export → Filter [DATE=WEEK] → Export.
• Stripe/QB: Payouts/Deposits → Match to invoice IDs if needed.

Targets

• Service tickets: ≥70% collected within 7 days; push same‑day where possible.
• Installs/projects: Keep blended DTC ≤14 days using deposits/milestones.

If red this week, try one

• Require on‑site payment on service calls (card/ACH) and send invoice before tech leaves.
• For installs, add [30% DEPOSIT AT BOOKING] + [50% ON DELIVERY] + [20% AT COMMISSIONING].

Pitfalls to avoid

• Completion date not set (stuck “in progress”).
• Checks logged as “promised” but not received.
• Deposits not linked to job/project (or logged to wrong customer).

Use this quick routine to pull, paste, and be done in under 10 minutes.

1. Phones (2 min)

• ST Phones Pro or CallRail → Filter [THIS WEEK] → Export summary → Paste [ANSWERED/MISSED/VOICEMAIL].

2. First responses (2–3 min)

• LSA Leads → Filter [THIS WEEK] → Export → Count first responses under 15 minutes.
• CRM activity (ST/Jobber/HCP) → Spot‑check timestamps for web leads/messages → Estimate % if tooling is weak; document method.

3. Estimates (2 min)

• CRM → Estimates/Quotes status report [LAST 30 DAYS] → Exclude $0/warranty/duplicates → Paste [SENT/APPROVED].

4. Schedule (2 min)

• Calendar/capacity export [THIS WEEK] → Sum booked hours; subtract PTO/training and held rescue slots → Paste [BOOKED] and [AVAILABLE].

5. Cash (1–2 min)

• Payments export [THIS WEEK COMPLETED] → Calculate DTC or % ≤7 days → Paste result.

Final: Circle any red vs target and write one [ACTION] per red box.

Keep it tight and decide one action per red box. Timebox to 10 minutes.

1. Open last Friday’s scorecard. Read each metric out loud with green/amber/red status.

2. If a metric is red, ask exactly one of these:

• Phones: “Which hours/channels spiked misses? What will we route/change before Friday?”
• First response: “Where are we slow (LSA, web form, SMS)? What block or automation gets us under 15?”
• Close rate: “Which step in the 3‑touch follow‑up didn’t happen? Fix it or change the script?”
• Utilization: “Where did rollovers come from? Do we need a bigger rescue slot or tighter confirms?”
• Cash: “Which step is aging (on‑site payment, invoice send, funding)? What do we change today?”

3. Pick one [ACTION] per red metric. Assign [OWNER], [DUE_DATE].

4. End with the question: “Which of our five went red last week, and what one action will we try by Friday?”

Use these as starting points; set your own [YOUR_TARGET] on the scorecard.

• Missed‑call %: Service <8–12%; Install <10–12%.
• % first responses <15 min: Dispatcher shop ≥90%; lean team ≥80%.
• Estimate close % (30‑day): Replacement 45–65%; Repairs/SMB 35–55%; Roofing/large projects 25–40%.
• Schedule utilization %: Service 85–92% with one rescue slot/crew; Installs 80–90%.
• Days‑to‑cash: Service ≥70% ≤7 days (push same‑day); Installs blended ≤14 days via deposits/milestones.

Get clean inputs before you chase fixes.

• Missed‑call %: Tag voicemail lines; filter out internal calls; segment by channel if possible.
• First response: Define what “counts”; dedupe multi‑channel leads; ignore auto‑replies.
• Close %: Exclude $0/warranty/duplicates; verify job types; ensure “convertible” flags are set correctly in CRM.
• Utilization: Exclude PTO/training/on‑call; hold a rescue slot; use realistic job durations.
• Days‑to‑cash: Ensure completion date is set; tie deposits to projects; reconcile payouts to invoices weekly.

If you don’t have built‑in reports, this gets you there.

CSV columns to export

• Phones: date, answered, missed, voicemail, source/channel.
• First response: lead_id, source, created_at, first_outbound_at, minutes_to_first.
• Estimates: estimate_id, created_at, status, job_type, total_amount.
• Schedule: job_id, tech, start, end, duration_hours, job_type.
• Cash: job_id, completed_at, payment_date, amount, method.

Quick formulas

• Missed‑call %: = missed ÷ (answered + missed + voicemail)
• % <15 min: = COUNTIF(minutes_to_first<=15) ÷ COUNTALL(leads)
• Close %: = COUNTIF(status IN {approved}) ÷ COUNTIF(status IN {sent, view})
• Utilization %: = SUM(duration_hours) ÷ ([#techs × shift_hours × days] − PTO − training − rescue)
• DTC: = AVERAGE(payment_date − completed_at) or % ≤7: = COUNTIF(DAYS<=7) ÷ COUNTIF(all service tickets)

Owner: [OWNER_NAME] • Team: [TEAM_OR_DEPT]

• Version: [V#.#] • Last updated: [YYYY‑MM‑DD]
• Notes: [ANY LOCAL DEFINITIONS OR EXCEPTIONS]
• File location: [LINK/PATH]

Post this by dispatch. Review every Tuesday. Update targets quarterly.