1. Start with a consistent reporting period.
Choose a weekly or monthly period and use it for every technician in the review. Record completed calls, revenue, eligible sales opportunities, sales won, and callback jobs. Add maintenance opportunities, maintenance sales, labor costs, and customer feedback when available. Keep missing fields visible so they can be confirmed before you draw conclusions.
2. Use definitions your team can check.
Revenue is the total attributed to the technician for the period under your reporting rules. Average ticket is revenue divided by completed calls. Sales conversion is sales won divided by eligible sales opportunities, multiplied by 100. Callback rate is callback jobs divided by completed calls, multiplied by 100. Labor percentage is labor cost divided by revenue, multiplied by 100. A zero denominator makes a rate unavailable; it does not mean zero performance.
3. Compare totals and rates for different questions.
Revenue shows how much work produced income, while average ticket and conversion help you inspect specific parts of that work. Do not average technician percentages when you need a team rate: add the relevant numerators and denominators first. For example, team average ticket is total team revenue divided by total completed calls.
4. Check the work behind the number.
Review call type, job complexity, assigned opportunities, and sample size before comparing technicians. A technician assigned warranty work may have a different average ticket from someone handling replacement opportunities. Set company targets that reflect your operation and review multiple reporting periods before treating a small change as a trend.
5. Turn one gap into one coaching action.
Suppose a fictional technician completes 40 calls with $20,000 in revenue. Average ticket is $500. If your company target is $525, the $25 gap tells you where to investigate. Review suitable work orders and ask the technician about the calls. Choose a specific action only after that review, such as practicing how to explain complete repair options. Record the support needed and a follow-up date.
6. Build a repeatable review.
Keep the period, source report, confirmed definitions, target, observation, action, and follow-up together. Your weekly review should answer three questions: which result needs attention, what did the work review reveal, and what will the manager and technician do next?
Use SMM to organize the review.
SMM’s technician performance software compares confirmed results with your company targets. Professional and Business include report imports and saved Coaching Action Plans. Managers lead the coaching and follow-through. For help reviewing your reports, explore monthly reporting and remote HVAC service management consulting.
Continue with the weekly technician coaching guide, or use the callback value calculator with your own assumptions.