Team SPG coach
Founder, Team SPG
Phil has been an entrepreneur for over 30 years, including 9 years in the home service trades. He has owned successful businesses including a consulting company and a retail store. His passion has always been self-reliance, and his systematic, problem-solving approach has been the common thread across his ventures. Phil also has 15 years of corporate experience in IT and Operations, including 9 years running the online training portal at a leading training company. He helps members with procedural implementation, systems integration, and operations efficiency — so they make the right technical decisions the first time and stay ahead of the competition.
How-to
Track six numbers per technician per day: calls ran, calls sold, revenue, maintenance plan chances, plans sold, and callbacks. You or your service manager enter them. Set a goal for each by trade and read the red ones first. That is employee performance tracking for a shop. It needs no CRM, no integration, and no paid…
How-to
A technician scorecard has seven numbers. Two are given to him, four show what he did with them, and one shows the results.
How-to
An HVAC company should track two sets of key performance indicators. For each technician: calls ran, calls sold, close rate, revenue, average ticket, maintenance plan close rate, and callback rate. For each CSR: leads, booked calls, booking rate, maintenance plan chances, and plans sold on the phone. Set a goal for…
How-to
Run one contest at a time, on one number, for two to four weeks. The best technician contests use close rate, maintenance plan rate, average ticket, or percent of revenue goal, not raw revenue. Read the standings off the TV Leaderboard in SOS Lite and the owner dashboard. Announce the prize before day one.
Comparison
Most sales leaderboard software ranks reps on calls, emails, and deals pulled from a CRM, and charges per user. A technician has no CRM and no dial count. The TV Leaderboard in SOS Lite ranks techs by trade on revenue, close rate, average ticket, and maintenance plan rate. It is free. You or your service manager enter…
How-to
A technician leaderboard should show five numbers: revenue, close rate, average ticket, maintenance plan rate, and a trend arrow. Rank by revenue, but read close rate and average ticket to see who sells the job right. The TV Leaderboard in SOS Lite shows these five, grouped by trade, for free. A sales leaderboard…
How-to
Yes. The TV Leaderboard in SOS Lite is free sales gamification software built for service shops. Your service manager logs calls ran, calls sold, and revenue for each tech, daily or weekly. The board turns those numbers into close rate, average ticket, and maintenance plan rate, then ranks your crew on any TV in the…
Benchmark
At electrical shops that track technician performance daily, the median average ticket — total revenue divided by sold jobs, per tech — is $1,511. The middle half of techs run between $834 and $2,114. If your shop's number lives near the service-call fees you see quoted online, you're leaving most of the job on the…
Benchmark
At residential electrical shops that track performance daily, the median close rate is 65.7%. The middle half of techs close between 58.7% and 73.2%. If your techs are closing below that band, the good news is that gap is trainable, and it's worth more than any marketing spend you might be considering.
How-to
You grow to four or five trucks, almost hire a service manager, lose two technicians, and slide back to where you started. Again. The 5-truck hump in an electrical business isn't a mysterious market force. It's what happens when growth outruns recruiting, and when the sales process still lives in one person's head.…