The Tuesday Huddle Scorecard: 5 Numbers to Run Your Week (ST / Jobber / HCP)

• Timeframe: last Mon–Sun for performance; next 7 days for utilization.
• People: owner/GM, dispatcher, lead CSR (max 4 in the room).
• Tools ready: CRM (ServiceTitan or Jobber or Housecall Pro), call tracking (e.g., CallRail/phone system), calendar/schedule, AR/invoice reports.
• Whiteboard (or sheet) with five lines to fill: Missed‑Call %, First‑Response ≤15‑min %, Close %, Utilization (next 7) %, Days‑to‑Cash (median) or %≤7 days.

• Definition: share of inbound calls during business hours that were not answered by a human/overflow.
• Formula: (Missed calls BH ÷ Total calls BH) × 100.
• Target band: BH < 10% weekly (track after‑hours separately).
• Pull it:
  • ServiceTitan: Phones Pro → Calls (or Reports → Phone Call Summary); set last Mon–Sun, filter Business Hours; export if needed.
  • Jobber: Apps/Integrations → CallRail (if enabled) for call log; otherwise export phone system log, then reconcile to Jobber Clients/Leads to tag missed BH.
  • Housecall Pro: Calls (if enabled) or integrated call‑tracking; tag outcomes; filter to BH.
• Coach from it: If >10% BH, turn on overflow/answering, publish a 15‑minute missed‑call recovery loop, and tighten CSR ring groups.
• R/Y/G: Green ≤10%; Yellow 10–15%; Red >15%.

• Definition: share of net‑new leads (calls, web forms, LSA messages) touched by a human or auto‑reply with a booking path within 15 minutes.
• Formula: (Leads touched ≤15 min ÷ Total net‑new leads) × 100.
• Target band: 75–90% depending on channel mix (LSA/chats are faster; long‑form web leads slower).
• Measurement rule: Build ONE inbound queue with timestamped ownership across calls/forms/LSA, or you cannot trust this number.
• Pull it:
  • ServiceTitan: Leads/Audit trail + Phones Pro timestamps (Created vs First Contact).
  • Jobber: Quotes/Leads timestamps + Zapier/LSA message log; compare Created vs first outbound/talk time.
  • Housecall Pro: Pipeline → Opportunities; use Created vs First Contact/Activity.
• Coach from it: If <75%, collapse intake to one queue, add an on‑hours auto‑reply with a self‑book link, and assign a live “first‑response” owner per shift.
• R/Y/G: Green ≥85%; Yellow 70–84%; Red <70%.

• Definition: approved estimates ÷ sent estimates in the lookback window.
• Formula: (Approved estimates ÷ Sent estimates) × 100 (use a rolling 30‑day window; exclude quotes still inside your aging window so you don’t false‑dip).
• Target band: 35–55% for residential service/replacement (lower for pure bid‑build/plan‑spec).
• Pull it:
  • ServiceTitan: Reports → Estimates → Close Rate (filter by Business Unit and/or CSR/Tech).
  • Jobber: Quotes → Reports → Quote Conversion (by date range and staff/source).
  • Housecall Pro: Estimates → Pipeline (Sent vs Approved states); export and calculate if needed.
• Coach from it: If low, inspect option structure (good/better/best), enforce expirations, and run a 3‑touch same‑day/next‑day/Day‑5 follow‑up.
• R/Y/G (service/replacement): Green 40–55%; Yellow 30–39%; Red <30% (adjust by trade/lead intent).

• Definition: booked billable crew hours ÷ capacity crew hours for the upcoming 7 days.
• Capacity formula: #crews × billable hours/day × #days (exclude lunch, training, admin; hold “rescue” time).
• Utilization formula: (Booked hours next 7 ÷ Capacity hours next 7) × 100.
• Target band: 85–95% (reserve same‑day/rescue capacity).
• Pull it:
  • ServiceTitan: Dispatch Board → export or sum job durations by crew/day (exclude Canceled/Proposed).
  • Jobber: Schedule → Calendar export; sum job durations by team; exclude non‑billable blocks.
  • Housecall Pro: Schedule → Calendar CSV; use Duration field; exclude non‑billable/blocked time.
• Coach from it: If >95% 3+ days out, you’re over‑packed — raise minimums, triage, or open overtime. If <80%, pull forward follow‑ups, reactivate hot estimates, and release held slots.
• R/Y/G: Green 85–95%; Yellow 80–84% or 96–100%; Red <80% or consistently >95% 3+ days out.

• Definition: time from job completion to payment captured. Alternate: share of invoices paid within 7 days.
• Formulas:
  • Days to cash (median): Payment date − Job completion date.
  • %≤7 days: (Invoices paid ≤7 days ÷ Total invoices) × 100.
• Target band: Median ≤7 days or ≥80% paid within 7.
• Pull it:
  • ServiceTitan: Accounting → AR Aging + Job Completion timestamps; join by Job/Invoice ID or use AR reports that expose invoice age.
  • Jobber: Reports → Invoices → Aging (export) and Completed Jobs; compute median days or %≤7.
  • Housecall Pro: Money → Invoices → Reports/Aging (or Reports → Invoices → Aging); export and calculate.
• Coach from it: If slow, move to same‑day invoicing, enable online payments/card‑on‑file, collect deposits on scheduling, and send overdue SMS nudges on Day 3/7/14.
• R/Y/G: Green median ≤7 or ≥80%≤7; Yellow median 8–14 or 60–79%≤7; Red median >14 or <60%≤7.

On the whiteboard/sheet, write and box the five numbers, then mark:

• Missed‑Call % (BH): [G/Y/R]
• First‑Response ≤15‑min %: [G/Y/R]
• Close %: [G/Y/R]
• Utilization (next 7) %: [G/Y/R]
• Days‑to‑Cash (median) or %≤7: [G/Y/R] Circle exactly ONE red/yellow as this week’s bottleneck.

• 0:00–2:00 — Set the rule: one bottleneck, one fix, one owner.
• 2:00–7:00 — Read out each number (fast). Any surprises or data quality flags?
• 7:00–10:00 — Pick the bottleneck (the lowest‑leverage number this week). State the behavior we must change.
• 10:00–14:00 — Assign one 7‑day fix with a clear owner and start date. Examples:
  • Missed‑Call: turn on overflow and implement a 15‑minute recovery loop at 11:30/2:30/4:30 daily.
  • First‑Response: collapse to one inbound queue and set a shift owner; add auto‑reply with self‑book link.
  • Close Rate: add good‑better‑best options and enforce expirations; schedule same‑day follow‑up block.
  • Utilization: open/close rescue slots; triage work by urgency/minimums; pull forward follow‑ups.
  • Days‑to‑Cash: same‑day invoicing SOP; require card‑on‑file on scheduling; SMS pay link at job close.
• 14:00–15:00 — Confirm: owner, definition of done, and the metric you’ll read next Tuesday.

• Write the exact pull path for each KPI (report name, filters, time range) on the board or sheet footer.
• Assign one person to update each number weekly; a different person may own the fix.
• Note any exclusions (e.g., exclude Canceled/Proposed from utilization; separate after‑hours from BH for missed‑calls; use quote aging window for close rate).

• Save/pin each report view in your CRM with date filters.
• Schedule exports to email (if supported) or bookmark the views.
• If you’re missing call detail in the CRM, connect CallRail (Jobber/HCP) or rely on ServiceTitan Phones Pro exports so missed‑call and first‑response timestamps are trustworthy.

• Missed‑Call Recovery: 15 minutes at 11:30/2:30/4:30 — call back every missed BH call; log outcomes.
• First‑Response: One live owner per shift watches the inbound queue; target touch ≤15 minutes.
• Same‑Day Invoicing: Tech closes job → invoice sent with pay link before wheels roll; dispatcher audits at 4:45pm.
• Board Discipline: Hold a rescue slot per crew/day; release at 3pm if unused.