The Service Operator
Checklist

The Tuesday Five: A 1‑Page KPI Pull Sheet for ServiceTitan, Jobber, and Housecall Pro

Pull five numbers in under 30 minutes—mapped to ServiceTitan, Jobber, and Housecall Pro—with targets, failure triggers, and a 10‑minute Tuesday huddle script to turn them into booked jobs and faster cash.

Use this every Tuesday. Pull five numbers that tie directly to booked work and cash. Keep “business hours (BH)” and “after‑hours (AH)” separate where noted. You can do this in under 30 minutes with native reports/exports and basic phone logs. Color‑code red/yellow/green and run the 10‑minute huddle script below.

  1. 1

    Start the clock and prep the sheet (2 minutes)

    • Set [WEEK OF] and define BH window (e.g., Mon–Sun, 7:30 a.m.–6:00 p.m.) and AH window (all other times).
    • Open your phone system or CRM telephony (ServiceTitan Phones Pro or HCP Voice; otherwise your VOIP/carrier log).
    • Open your CRM: ServiceTitan, Jobber, or Housecall Pro.
    • Create a spot to jot each KPI: Missed‑call rate (BH/AH), % first responses <15 min, Estimate close rate, Schedule utilization, Days to cash or % collected ≤7.
  2. 2

    KPI 1 — Missed‑call rate (BH vs AH)

    Definition: Percentage of inbound calls that were not answered by a human/IVR and did not result in a booked job or call‑back within the same window. Why it matters: Unanswered phones = lost work and angry reviews; AH leaks are largest. Where to pull it:

    • ServiceTitan: Phones Pro > Calls > Abandoned/Unreturned (export CSV). Filter BH times vs AH times; de‑dupe callbacks.
    • Jobber: Use your VOIP/carrier call log (e.g., RingCentral/Grasshopper) for inbound volume and missed/abandoned counts; optional: cross‑check Jobber Requests created AH as a partial capture.
    • Housecall Pro: Voice > Call Log > Export. Filter BH vs AH; identify unanswered or no‑agent calls. Formula: missed calls ÷ total inbound calls by BH and by AH. Targets: BH ≤ 10%. AH: capture via online booking/answering; aim ≤ 25% with coverage. Failure triggers: BH > 10% OR AH > 35% or no AH coverage in place. Coaching question: Which 3 missed calls last week should have booked, and why didn’t they?
  3. 3

    KPI 2 — % of first responses <15 minutes

    Definition: Share of new leads/voicemails first contacted (call/SMS/email) within 15 minutes. Why it matters: Most homeowners expect a reply within an hour; beating that wins the job before competitors do. Where to pull it:

    • ServiceTitan: Pair Lead/Call timestamp (Calls/Leads/Activities) with first outbound touch timestamp (call/SMS/email in Activities or Phones Pro). Export and compute.
    • Jobber: Requests or new Leads export (Created at) + first outbound Message/Call/Quote Created timestamp from Activity Feed; compute lag.
    • Housecall Pro: Voice/Text logs (inbound timestamp) + first outbound call/SMS timestamp from Conversations or Call Log export. Formula: first responses &lt;15 min ÷ total new leads/VMs. Targets: ≥ 80% inside 15 minutes. Failure triggers: < 60% or a single day < 50%. Coaching question: What blocked a <15‑minute reply yesterday, and how do we remove that blocker today?
  4. 4

    KPI 3 — Estimate close rate (service/repair)

    Definition: Percentage of sent estimates that are approved within the review week (or within 7 days of send, reported weekly). Why it matters: Quotes that don’t close become dead dispatch time and price confusion. Where to pull it:

    • ServiceTitan: Reports > Estimates (Close/Conversion Rate or Technician Close Rate) or Sales/Estimates dashboard. Filter last week; export if needed.
    • Jobber: Reports > Quotes > Conversion (use built‑in conversion chart or export Quotes and filter by Status Approved/Converted).
    • Housecall Pro: Reports > Estimates (or Pipeline) > Export; compute Approved ÷ Sent for the period. Formula: approved estimates ÷ sent estimates (service/repair work only; track larger projects separately). Targets: 50–60% for repair/service; note trade variance. Failure triggers: < 40% or −10 points week‑over‑week. Coaching question: Which 10 open quotes >7 days old get three touches today?
  5. 5

    KPI 4 — Schedule utilization

    Definition: Percentage of available technician hours that are booked with revenue‑producing work. Why it matters: Under‑filled boards waste payroll; over‑filled days cause overtime and no‑shows. Where to pull it:

    • ServiceTitan: Reports > Adaptive Capacity > Scheduling Utilization (or Capacity Planning). Filter last week by business unit.
    • Jobber: Approximation = scheduled visit hours ÷ available crew hours. Get Visit durations from Calendar/Visits and available hours from Timesheets or standard crew availability.
    • Housecall Pro: Use Schedule to total assigned job hours and Timesheets/Payroll to confirm available hours; compute ratio. Formula: booked hours ÷ available hours. Targets: 85–92% with one same‑day rescue slot per crew. Failure triggers: < 75% (holes) or > 95% (overload) any day. Coaching question: Where are this week’s gaps and overtime spikes, and who’s filling or smoothing them today?
  6. 6

    KPI 5 — Days to cash OR % collected ≤7 days

    Definition: Time from invoice date to payment date, tracked as an average (days to cash) or as a weekly % collected ≤7 days. Why it matters: Fast collection funds payroll, parts, and ads without a line of credit. Where to pull it:

    • ServiceTitan: Reports > Accounts Receivable or Payments; export payments with invoice and payment dates; compute days and % ≤7.
    • Jobber: Insights > Payments or Payments List (Invoice Payment Time available); export to confirm % paid ≤7 days.
    • Housecall Pro: Reports > Invoices/Payments > Export; compute payment date minus invoice date; calculate % ≤7. Formulas: avg(payment date − invoice date) and % invoices paid ≤7 days. Targets: ≥ 85–90% of invoices collected within 7 days (residential). If commercial: track by segment and add Net‑30/45 compliance. Failure triggers: < 75% ≤7 days or a growing list of >7‑day invoices. Coaching question: Which invoices >7 days get a 0‑1‑3‑7 follow‑up today?
  7. 7

    Color‑code and write one‑line causes (1 minute)

    • Mark each KPI: Green = at/above target; Yellow = within 10% of target; Red = at/over failure trigger.
    • Next to any Yellow/Red, write one cause: Coverage, Routing, Quote Quality, Follow‑Up, Capacity, Collections.
  8. 8

    Run the 10‑minute Tuesday huddle (owner + dispatcher + CSR lead + lead tech)

    Minute‑by‑minute:

    1. 0:00–1:00 — Read the five numbers out loud. Circle Reds.
    2. 1:00–4:00 — Play two call recordings (one missed/abandoned, one slow reply). Identify the fix (script, routing, coverage).
    3. 4:00–6:00 — Open quotes: pick 10 >7 days with no recent touch. Assign 3‑touches each (today, +2 days, +5 days).
    4. 6:00–8:00 — Capacity: patch holes, release overtime, confirm one same‑day rescue slot per crew.
    5. 8:00–10:00 — AR: list all invoices >7 days. Assign 0‑1‑3‑7 cadence owners (today = step 0). Confirm who texts, who calls, who emails.
  9. 9

    Coach the front desk using recordings and quick scripts (2 minutes)

    • Missed/abandoned: ‘I can help with that—are you free this afternoon or would first thing tomorrow work better?’ (close with two options).
    • Slow reply: Always open with ‘Sorry we missed you earlier’ and a booking link or exact time offer. Save revised scripts where CSRs can see them.
  10. 10

    Move 10 quotes and track outcome (2 minutes)

    • For each of the 10 target quotes: send text + email now; set task reminders for +2 and +5 days; call on day +5 if no response.
    • Note result next Tuesday: Won / Lost / Still open. If open, escalate to owner call with a price/option check.
  11. 11

    Chase invoices >7 days with a 0‑1‑3‑7 cadence (2 minutes)

    • Day 0 (today): Friendly text with link + email. Day 1: Call + voicemail. Day 3: Second text with payment plan option. Day 7: Final notice before pause of service.
    • Take online payments in‑call when possible; offer deposit or split‑pay if needed.
  12. 12

    Lock the rescue slot and assign owners; archive and trend (2 minutes)

    • Block one same‑day, last‑minute rescue slot per active crew.
    • Assign single owners: Intake speed = [CSR Lead]; Utilization = [Dispatcher]; Quotes = [Sales Lead/Owner]; AR = [Office Manager].
    • Snapshot the sheet (CSV/PDF) and add to a simple trend tab with the last 8 weeks to see direction.
    • If you run commercial/maintenance segments, track Days‑to‑Cash and Close Rate separately by segment.