Stop 1 of 9 · Set once
The numbers that run the company
Four numbers from the ServiceTitan and QuickBooks exports, defined once, reported to Sam every morning at six by a routine nobody has to remember.
Four numbers, one page
At four trucks Sam could feel the company. At fifteen, across plumbing and HVAC and two locations, the feel is wrong about a third of the time and always in the same direction: the week that felt busy was the week margin fell. Four numbers replace the feel, and they land on Sam's phone before anyone is awake. Booking rate, average ticket, revenue per truck, callback rate. Every other number in this course sits under one of those four.
Where each one comes from
| Number | Where the rows come from |
|---|---|
| Booking rate | The ServiceTitan call and opportunity export |
| Average ticket | ServiceTitan invoiced jobs, tax removed |
| Revenue per truck | The same export, grouped by truck |
| Callback rate | Jobs flagged as return visits |
The definitions matter more than the numbers do. Two people in one office count a booking rate three ways, and the argument about which is right eats the meeting the number was meant to shorten. Write the denominator down once, name the call types you exclude, and the number stops moving when the person reporting it does.
Trim the export before it leaves ServiceTitan
Cut the street address back to the city. Drop the job notes column, where gate codes and alarm codes get typed, and anything from the payment tab. Drop the pay and commission columns, which have no business in a chat Dana or Rosa can open. Job type, city, completed date, invoiced amount, truck, technician initials and the return-visit flag carry all four numbers.
The company Project
You work for Sam, who owns a fifteen-truck plumbing and HVAC company across two San Fernando Valley locations, with a dispatcher, an office manager and a sales lead. You read ServiceTitan and QuickBooks exports and report numbers. Definitions, which never change without me saying so. Booking rate is booked jobs divided by inbound service opportunities, excluding warranty callbacks, supplier calls and calls under 15 seconds. Average ticket is invoiced revenue divided by completed jobs with tax removed. Revenue per truck is invoiced revenue divided by the number of trucks that ran that day, not the number we own. Callback rate is no-charge return visits inside 30 days on the same equipment, divided by completed jobs. Rules. Never state a figure you cannot show the rows for. If a column is missing, name it and stop rather than estimating around it. Label estimates as estimated and give the range. Report plumbing and HVAC separately and then together, never blended silently. Never repeat a homeowner street address, a gate or alarm code, a card or bank number, or any technician pay figure, even if one reaches you in an upload. Say the file needs trimming and name the column. Format. Four numbers first, one line each, phone width. Then the change against the trailing four week average, then at most three lines on what moved.
The morning routine
Open the newest jobs export and opportunities export in the ServiceTitan exports folder in my Drive. Report the four numbers for yesterday and week to date, plumbing and HVAC separately then combined. Compare each to the trailing four week average, show the change in percentage points and dollars, and name the two job types behind the biggest move. Flag any truck that ran and invoiced nothing. Contact nobody and write to nothing.
[upload last month's ServiceTitan invoiced jobs export and the QuickBooks profit and loss for the same month] Reconcile invoiced revenue against revenue in the profit and loss. Show the gap in dollars and as a percentage, then list the three likeliest causes in our data, such as jobs invoiced but not closed, memberships billed outside the job list, or refunds. Name the report I open to settle each one.