What KPIs should I track while scaling my electrical business past $1M?

Track total revenue, conversion, average ticket, maintenance plan conversion, and callback rate. Keep using your shop averages as you add trucks. Compare each tech with those averages and your company goals. Then use their daily KTI results to decide what to coach and check whether that coaching works.

Use the shop average to guide coaching

The shop average is still useful as your electrical business grows. It shows how the team performs and gives you a starting point for coaching.

Compare each tech with the shop average for the same period. For close rate, average ticket, and maintenance plan conversion, review techs below average. For callback rate, review techs above average.

The average is not your final goal. If the whole shop is below your company goal, coach toward that goal rather than settling for the average.

Use daily KTI records to find where a tech needs help. Then review their calls or schedule a ride-along before choosing the training.

How to track the five KPIs

Use the same definitions across the shop so each comparison means something. Track daily results, then review weekly totals and rates with your team.

1. Track total revenue for the shop and each tech.
   Use completed-job revenue for a consistent period, and compare it with your company revenue goal. Keep quoted work separate from completed work. Review calls ran alongside revenue before deciding whether a tech needs more calls or sales coaching.

2. Calculate conversion as close rate.
   Divide calls sold by calls ran, using the same call rules for every tech. The electrical close-rate median in the data pack is 65.7%. Compare your techs with your shop average first, then use the benchmark as context for your company goal.

3. Calculate average ticket from sold jobs.
   Divide completed-job revenue by completed sold jobs for the same period. The electrical average-ticket median in the data pack is $1,511. Read average ticket alongside close rate before deciding whether a tech's sales results improved.

4. Calculate maintenance plan conversion from plan opportunities.
   Divide maintenance plans sold by eligible plan opportunities, and record whether the tech offered the plan. The electrical maintenance-plan conversion median in the data pack is 34.9%. If a tech records no opportunities, check their calls before assuming no customers qualified.

5. Calculate callback rate using a clear shop rule.
   Divide jobs with callbacks by completed jobs, using a defined review period. Agree on what counts as a callback before comparing techs. Review the related job records and coach the repair or testing step that caused the return visit.

Turn the weekly review into coaching

Do not assume a below-average result tells you why a tech needs help. A lower revenue total may reflect fewer calls rather than a lower close rate.

Check the tech's call count before choosing sales training. If close rate is below goal, use a ride-along to review how the tech presents the work.

A higher average ticket does not prove better performance if close rate falls. Review total revenue alongside both rates to see whether the tech sold more work.

Callbacks need the same attention as sales results. Review the reason for each return visit, then check whether training reduces repeat problems.

What to do this week

Start with your own records, not a target copied from another shop. If a number is missing, pull the job records needed to calculate it.

1. Build the weekly report. Include all five KPIs at the shop level and by tech. Use the same reporting period throughout.
2. Choose one coaching goal per tech. Compare their results with the shop average and your company goal. Record the next action and review the same KPI next week.

If you need help choosing a coaching priority, take the free scale-readiness assessment. Use the result with your KTI report when you meet with your coach.