Arrival Windows: How to Schedule Service Calls Customers Can Plan Around
How to choose and manage arrival windows for service appointments: the options, how many jobs to book per technician, handling overruns and keeping customers informed.
Category Operations
Service KPIs, dispatch, scheduling and productivity.
How to Onboard a New Technician: A 90-Day Plan
A 90-day onboarding plan for new service technicians: what to cover in the first day, week and month, how to run ride-alongs, and how to know when someone is ready.
Truck Inventory Management: Setting Minimums and Maximums That Work
How to manage parts on service vehicles with minimum and maximum levels: choosing what to stock, setting quantities, restocking from job tickets and counting regularly.
How to Handle a Customer Complaint in a Service Business
A step-by-step process for handling customer complaints in a service business: listening, investigating, deciding on a remedy, following up and learning from it.
How to Get More Customer Reviews for Your Service Business
A practical, rule-abiding way for service businesses to earn more customer reviews: when to ask, what to say, how to respond, and what the FTC and platforms prohibit.
Close Rate: How to Measure and Improve the Share of Quotes You Win
Close rate is the share of quotes that become jobs. Learn how to calculate it, what a rate that is too low or too high can mean, and practical ways to improve it.
Revenue per Technician: What It Shows and How to Use It
Revenue per technician combines pricing, utilization and ticket size into one number. Learn how to calculate it, what moves it and how to use it for hiring decisions.
On-Time Arrival Rate: How to Measure and Improve It
On-time arrival rate shows how often technicians reach the customer within the promised window. Learn the formula, the common causes of late arrivals and how to fix them.