Category Operations

A callback costs more than the return trip. Here is how to calculate your callback rate and its true cost, find the causes, and bring the number down.

First-time fix rate measures how often a job is finished on the first visit. Learn how to calculate it, why second trips are so costly, and the practical changes that raise it.

Windshield time is paid driving that earns nothing. Measure how much your technicians drive, then cut it with zoning, better scheduling and well-stocked trucks.

Maintenance agreements give a service business steady income and repeat customers. Learn what to include, how to price one from your costs and how to run it well.

Dispatch decisions set how much of a technician's day is spent working and how much driving. Practical ways to route, match and schedule calls more effectively.

Average ticket is revenue divided by completed jobs. Learn how to calculate it, why it varies by job type, and ways to raise it that customers will thank you for.

Seven field service KPIs with formulas: first-time fix rate, callback rate, average ticket, utilization, revenue per technician, gross margin and close rate.

Technician utilization shows how much paid time is spent on jobs. Learn the formula, the difference between utilization and billable hours, and how to improve it.

How seasonal service businesses can plan the year: preparing for peak demand, filling the slow shoulder seasons, managing cash and keeping technicians busy.

Warranty repairs cost a service business labor it often cannot recover. How manufacturer and labor warranties work, how to process claims and how to track the real cost.