You probably know how much revenue your business generated last month.
But do you know how much billable time your technicians are producing? How many sales opportunities your team creates each week? Or how quickly your company responds when a customer wants to cancel?
Those numbers can tell you a lot about where your business is headed.
In the latest episode of the Entry & Exit podcast, we broke down the KPIs we've learned to track as we've grown our security and fire business.
We focused on three areas:
- Service efficiency: We target roughly 75% technician utilization, including drive time. We also track return trips to identify wasted time, missing parts, and training opportunities.
- Sales performance: Our salespeople target $50,000 in new pipeline each week. We track appointments, opportunities generated, and conversion rates to understand what's driving closed deals.
- Customer success: We monitor open support cases, first-call resolution, customer attrition, and how quickly management responds to cancellation requests.
Read: Are your salespeople wasting their days away?
The common thread is that every KPI needs a goal.
Knowing your utilization rate is 50% doesn't accomplish much until you establish where it should be and what needs to change to get there.
The same applies to sales. If you know how many calls lead to appointments, how many appointments create opportunities, and how many opportunities close, you can start building a more predictable growth engine.
My Takeaway
You don't need expensive software or a complicated dashboard to get started.
A spreadsheet and consistent accountability can go a long way.
Start measuring the numbers that influence revenue, set targets for improvement, and make someone responsible for keeping the data accurate.
That's how you turn KPIs into better decisions.
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