You paid for ServiceTitan. You're using a fraction of it.
Job types nobody uses. Campaigns that don't track. A pricebook from three years ago. Reports that come out at the end of the month, when it's too late to do anything about them.
The software isn't the problem. It just needs to be set up the way your shop actually runs, and somebody has to look at the numbers every week and act on them. That's operational excellence: the same good process on every call, measured, and fixed when it slips.
Six numbers. Every week.
Every one of these comes straight out of ServiceTitan once it's set up right. Each one points to a different part of the business, so you know exactly where to look when it slips.
Calls booked ÷ calls that could have bookedWhether your CSRs are turning ringing phones into appointments.
Sales sold ÷ sales opportunities runHow well your advisors turn appointments into signed jobs.
Revenue ÷ completed jobsWhether you're presenting full options or just fixing the minimum.
Leads turned in ÷ service calls runWhether replacement opportunities are leaving with your techs.
Memberships sold ÷ eligible callsHow much recurring work you're building for the slow months.
Return trips ÷ jobs completedWhether jobs are getting done right the first time.
Break the big number down.
An annual goal doesn't mean much to a tech on a Tuesday. We work it all the way down until everyone knows their number for the day.
- ServiceTitan cleanupJob types, business units, campaigns, memberships and pricebook set up so the data means something.
- A weekly KPI scoreboardA handful of numbers everyone understands, reviewed every week, with a name next to each one.
- Revenue planningYour annual goal broken down to the month, the week and the person, so everybody knows what a good day looks like.
- Call booking optimizationCSR call flow, scripts that sound human, and call reviews so more of your phone calls become appointments.
- Dispatch and capacityGetting the right tech to the right call, and making sure your best salespeople are running your best leads.
- Shops on ServiceTitan that feel stuckIf you're paying for it and still running the business out of your head, this is for you.
- Owners who see the numbers too lateIf you find out it was a bad month on the first of the next one, we fix that.
- Busy phones, empty boardIf the calls come in but the schedule doesn't fill, the leak is usually in the first two minutes of the call.
- Growing teamsOnce you're past a few trucks, gut feel stops working. You need a system.
What would better calls be worth?
Put in your own numbers. Then move the sliders to see what a little better on the phone and at the table adds up to over a year.
Based on 50 working weeks. Booked calls × close rate × average ticket. It's a rough look, not a forecast.
Sound like your shop?
Tell me what you're running on and what keeps you up at night about the numbers. I'll tell you where I'd start.