Top 5 Key Performance Indicators?

Money
1

What are the top five metrics you track for your business, ranked in order of importance, and why?

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  1. Weekly margin/contribution
    the $ left after all employee payroll expense & work comp and my minor payroll and my payroll burden
    this is the ā€œmoney I manageā€ amount

  2. Weekly Revenue

  3. Projected Recurring $ amount averaged per week

  4. Projected Recurring hours, averaged per week

  5. Projected Recurring Per Man Hour

  6. Churn rate - net of recurring attrition and recurring additions

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Itā€™s hard for me to pin this down to 5. My favorite categories of KPIs are:

Marketing
Sales
Operations
Staff

If I really had to drill it down though it would be:

Margin
Gross revenue completed
Gross revenue scheduled
Completion %
Collection %

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What Iā€™m interested in isnā€™t really ā€œhow muchā€ as it is "where."
Donā€™t get me wrong, the amounts matter, but the amounts are going to come.

I seek "Balance In The Force."
I want PWashing to end/drop off right where Gutters begin on my line graph/ā€œZipperā€ chart.
(they donā€™t at all, full disclosure)
I want Storefront/Retail and Commercial to be even with Residential.

  1. Previous vs New cust
  2. Forecast vs Income
  3. Windows vs Gutters vs Pwash
  4. Residential vs Commercial vs Storefront/Retail
  5. Net after COGS
7

Compliments
Complaints
Touch ups
Absenteeism
Lates

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Complaints and touch ups are pretty non factor for us.
No bragging, As Im just that opposite of the ā€œowner first, window cleaner secondā€ philosophy. So I should be posturing the opposite, if I were boasting.

And in this case, it seems to be an asset.

I am on board with the rest, and would add Skippers ā€œreceptive to teaching/learning.ā€

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I am on board with the rest, and would add Skippers ā€œreceptive to teaching/learning.ā€

Ahhhā€¦ But there is no hard metric to quantify that quality, unlike all the ones in Chrisā€™ list. Thatā€™s where your skill and preparation during the hiring process comes in. Am I right?

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The problem with those is there is no accurate tracking method. No real data to log and review. Other than anecdotal stuff.

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Yeah, I see what you mean.
Guess I was just thinking out loud.

My actual answer was the post above it.

Only statistic I have would be my 1-5 scale in the reviews.

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theyā€™ll help you establish benchmarks at the least

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These are great metrics to pay close attention to. (at least for me)
Numbers dont lie.

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Sure - keep in mind I was speaking from the perspective of someone with 30 - 40 people on the payroll. So I needed KPIS across five different areas of the company. And I needed to be able to see at a glance who was up to what.

All jobs would get a follow-up call, and it was logged indicating if the customer had a positive or negative experience. You could see clearly that some of the window cleaners could go years without a complaint and then others could rack up one or two a week. ( never there fault, always a picky customer ) of course!

Keeping track of and reviewing this metric helped me figure out very fast who needs some more attention, who needs praise and who needed to go.

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those getting one or two a week I found could be low quality work (how do you train if theyā€™re just sloppy)

other times I found it to be they were not anticipatory about things (how do you train if theyre never going to look at things from customer perspective)

you know what I mean, you ever notice that too?

I suppose a third would be ā€˜stage presenceā€™, youā€™re being observed and how you handle yourself, how you work and interaction with them makes a big difference. Appearances

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18

You just described three different types of people who all need to be handled differently. I describe them thusly:
-the slob
-the guy who lives in a bubble

  • the bumbler

From what Iā€™ve seen, all three characteristics can greatly reduce the value of an employee. I think ā€œthe slobā€ is the hardest one to correct

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yes all 3 different but fall under that too many callbacks symptom

then thereā€™s Bank of Americaā€™s exhaustive efforts to train customer service to their tellers, since they couldnā€™t enough of the right types in interviewing and they found they couldnā€™t lol!

you know, step one: smile step 2: be pleasant 3: listen with empathy . . .

fire fast is good once one decides they have an ā€˜untrainableā€™ on their hands, what you see is what you will always get lol

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