Spartan Plumbing
All Boards→Leadership→Business Operations
Business Operations~16 min

Revenue Targets & KPI Dashboard Guide

Purpose

Provides leadership with the official Spartan KPI targets, how to read the ServiceTitan dashboard, and the cadence for reviewing performance against goals at the company level.

Who This Applies To

Josh (owner), team leads, and call-by-call coaches. All field staff should know their individual KPI targets.

Spartan KPI Targets

Service Technicians

| KPI | Target |

|---|---|

| Revenue Per Lead (RPL) | $5,000+ |

| Lead Creation Rate | 75%+ |

| Gross Blend Average (GBA) | $1,500+ per job |

| Recall Rate | 3% or under |

Sales / Install

| KPI | Target |

|---|---|

| Closing Rate | 30%+ |

| Conversion Average | $5,000+ |

| GBA (Sales) | $3,500+ |

Operations

| KPI | Target |

|---|---|

| Minimum revenue per job hour | $950/hour |

Slack training (#training-lab): "Service techs should aim for $5,000 Revenue Per Lead and a 75% Lead Creation Rate. Sales techs should target a 30% Closing Rate and a $5,000 Conversion Average. These KPIs are used to coach the techs." — This is the single source of truth for current targets.

Recall KPI note (Slack): Recall rate above 3% is flagged as an indicator of subpar workmanship. Exceeding 3% triggers a coaching review.

Reading the ServiceTitan Dashboard

  • Log in to ServiceTitan → Reports tab.
  • Key reports to run weekly:

    • - Revenue by Technician — compare RPL against $5,000 target

    - Lead Creation Rate by Tech — any tech below 75% is flagged for coaching

    - Job Gross Profit — check GBA per job against targets

    - Recall Report — filter last 30 days by original tech

  • Export weekly CSV to share with coaches for 1:1 reviews.

    • KPI Exceptions — Dispatching Errors

    If a technician is dispatched to a job that is not a valid opportunity (e.g., misbooked, duplicate, wrong address), the job must be marked accordingly in ServiceTitan to avoid negatively affecting that technician's KPIs. Coaches should audit weekly.

    Accountability Progression (Coaches)

    | Stage | Trigger | Action |

    |---|---|---|

    | Note to File | Closing rate <28% OR GBA <$3K for 1 week | Document; reinforce strategy |

    | Verbal Warning | 2 KPIs missed for 2 weeks | Required roleplay + scorecard |

    | Formal PIP | 3 KPIs missed for 3 weeks | Written PIP per HR process |

    Dashboard Review Cadence

    • Daily: Dispatch manager reviews job count and revenue run rate.
    • Weekly (Friday): Josh or team leads pull full KPI report; distribute to coaches.
    • Monthly: Leadership reviews company-wide RPL, GBA, and recall vs. targets.
    • Quarterly: KPI targets reviewed and adjusted if needed based on market conditions.

    Important Notes

    • Underbid/undersold jobs skew GBA — techs can request a re-bid from sales coach before submitting a low quote. Do not let a bad bid tank a tech's scorecard.
    • The goal is $950/hour minimum. Jobs that cannot hit this threshold need manager approval to proceed.
    • KPI data lives in ServiceTitan — do not rely on manual spreadsheets for authoritative numbers.

    Related SOPs

    • Performance Review Process — how KPIs feed into reviews
    • Weekly/Monthly Review Meeting Cadence — when KPIs are discussed
    • One-on-One Meeting Framework — individual KPI coaching
    Strategic Planning Process →