Stop 5 of 9 · Weekly
Technician scorecards
Four sources become one page per tech, normalized for job mix and territory, delivered to the tech first, with pay and personals kept out of the file.
Four sources, one page
Sam has an opinion about all fifteen techs and can defend maybe four of them with evidence. A scorecard fixes that, or it makes it worse. The difference is entirely in how the inputs are handled.
| Source | What it is good for |
|---|---|
| ServiceTitan job data | Callback rate, jobs completed, average ticket by job type |
| Reviews that name the tech | How the visit felt from the driveway |
| Ride-along notes from Sam or Victor | Diagnosis, safety, what got explained at the door |
| Call recordings of return visits | What was promised on the first visit |
None of those is a score on its own. Job data with no job mix behind it scores dispatch. Reviews score the customers who bother to write. Ride-alongs score the day Sam happened to be in the truck.
The fairness rules
Compare a tech's numbers against the same job types across the team, never against a blended team average. Require a minimum job count before any rate is reported, and say so on the page when a number is held. Use two quarters, because one quarter of drain work in January proves nothing. Never rank on revenue alone. And write down that dispatch assigns the work, so a job mix problem is Sam's to fix, not the tech's to be marked down for.
What stays private
Pay, commission and pay bands never enter the chat and never appear on the page. The reason behind a thin quarter, if it is personal, stays with Sam. Review author names come out. The tech reads the scorecard before any other manager does, and there is a line at the bottom saying who else will see it. Say all of that out loud the first time you hand one over, because the first scorecard sets what people believe about every one after it.
[upload the last two quarters of the ServiceTitan jobs export with technician initials, plus the reviews export and my ride-along notes] Build one page per technician. For each: jobs completed, callback rate, average ticket and quoted to invoiced spread, each shown against the same job types across the team rather than the team average. Hold any rate with fewer than 25 jobs behind it and say it is held. Add two lines from the reviews and two from the ride-along notes, quoting the source. Never include pay, commission or any reason for absence. Flag anything where the sources disagree instead of picking one.
The coaching note
A scorecard nobody talks about is paperwork. The note is the part that changes a Tuesday.
From Reggie's scorecard, write the note I read to him in fifteen minutes. Three parts: one thing he is measurably better at than the team on the same job types, with the number; one thing to change, with the specific job that shows it; and one thing I owe him, such as a job mix change or a tool. Plain words, no scores out of ten, no comparison to a named colleague. Under 250 words.
Rebuild the technician scorecards from the newest jobs export and reviews export in my Drive. Report only what changed against last month, hold any rate under the minimum job count, and list the three techs whose callback rate moved most. Write the file to my Drive and message me. Do not send anything to anyone else.