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Mike Allen here with Callahan’s
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Mike Allen here with Callahan’s corner, I wanna talk about all
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corner, I wanna talk about all the things that your business
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the things that your business may be missing on a daily
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may be missing on a daily weekly monthly and semi
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weekly monthly and semi annually basis and how to go
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annually basis and how to go out and fix them inside your
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out and fix them inside your service business so before we
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service business so before we actually get into what you
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actually get into what you should be doing on a daily,
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should be doing on a daily, weekly and monthly basis. I
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weekly and monthly basis. I wanna take a look at things
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wanna take a look at things that you really need to be
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that you really need to be having done in your service
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having done in your service business, whether it’s lawn
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business, whether it’s lawn care or home cleaning or even
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care or home cleaning or even Pest Control is before jobs
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Pest Control is before jobs around. There’s certain things
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around. There’s certain things that we really should be having
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that we really should be having in our system so we have good
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in our system so we have good data and. We can run those KPIs
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data and. We can run those KPIs key performance indicators so
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key performance indicators so all of your jobs in your
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all of your jobs in your system. Your CRM customer
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system. Your CRM customer relationship management
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relationship management software should have a price a
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software should have a price a budget of time how long it
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budget of time how long it should take one person to do it
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should take one person to do it and then it would be able to
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and then it would be able to calculate based on the size of
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calculate based on the size of the group that day cuz not that
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the group that day cuz not that any of us have any no call no
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any of us have any no call no show employees, but we really
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show employees, but we really sometimes do in our service so
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sometimes do in our service so we wanna have a price a budget
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we wanna have a price a budget of time based on one person in
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of time based on one person in the software should adjust that
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the software should adjust that time up and down based on how
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time up and down based on how many guys are. The crew and if
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many guys are. The crew and if there’s materials included in
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there’s materials included in that job, we need to be able to
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that job, we need to be able to track that actual budget so
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track that actual budget so before we really get into the
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before we really get into the weekly rhythm meeting or daily
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weekly rhythm meeting or daily rhythm meeting, we wanna make
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rhythm meeting, we wanna make sure that our jobs have a price
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sure that our jobs have a price budget and time and materials
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budget and time and materials and even if they’re an
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and even if they’re an installment job, they should be
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installment job, they should be tied to some kind of contract
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tied to some kind of contract in your software just like
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in your software just like Service Autopilot, where we
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Service Autopilot, where we have that job underneath the
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have that job underneath the contract and then on each job,
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contract and then on each job, we still can have that price
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we still can have that price and budget of time and cost and
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and budget of time and cost and it won’t build the the. Extra
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it won’t build the the. Extra up above the installment so the
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up above the installment so the other thing that we really need
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other thing that we really need to have before we get into the
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to have before we get into the weekly meeting in a daily
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weekly meeting in a daily meeting with them is all jobs
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meeting with them is all jobs should have these things before
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should have these things before they’re completed So the
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they’re completed So the software that we use to Service
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software that we use to Service Autopilot and there’s some key
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Autopilot and there’s some key elements actually four key
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elements actually four key elements that we really insist
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elements that we really insist that you should have or you’re
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that you should have or you’re really you’re losing out but we
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really you’re losing out but we need to start and stop times
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need to start and stop times for every job that a realistic
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for every job that a realistic from. Probably a Mobile app or
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from. Probably a Mobile app or if you’re still using pen and
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if you’re still using pen and paper someone should be
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paper someone should be physically entering those in
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physically entering those in now the key to a Mobile
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now the key to a Mobile situation is if you’re clocking
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situation is if you’re clocking in a drive time, we can have
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in a drive time, we can have that non billable drive time
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that non billable drive time and the key to that is under
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and the key to that is under the payroll and job costing tab
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the payroll and job costing tab under each employee inside
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under each employee inside Service Autopilot, we need
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Service Autopilot, we need hourly wage We need their
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hourly wage We need their hourly wage with labor burden
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hourly wage with labor burden and hourly wage OT overtime
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and hourly wage OT overtime with labor and that’s gonna
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with labor and that’s gonna give you a labor cost effect
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give you a labor cost effect and the drive time labor cost
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and the drive time labor cost effects. So those are some
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effects. So those are some things that. Recommend for
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things that. Recommend for success and set up but before
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success and set up but before we finish each day we need to
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we finish each day we need to start and stop times it makes
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start and stop times it makes sense. We need to make sure the
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sense. We need to make sure the correct employees are assigned
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correct employees are assigned to that crew for the day. So
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to that crew for the day. So let’s say Dave didn’t show up
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let’s say Dave didn’t show up and Joan need to take his
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and Joan need to take his place. We go in and drag that
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place. We go in and drag that extra employee in today and the
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extra employee in today and the guy who’s not there. We pull
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guy who’s not there. We pull them off and now we have proper
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them off and now we have proper payroll and job costing rates a
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payroll and job costing rates a price being build out even if
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price being build out even if it’s installment so once again
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it’s installment so once again if you set up the job
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if you set up the job correctly, you’re good and then
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correctly, you’re good and then a budgeted time so all those
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a budgeted time so all those pieces no matter the software
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pieces no matter the software you’re using they need to be in
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you’re using they need to be in there. If we don’t have the
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there. If we don’t have the date in, we don’t have the data
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date in, we don’t have the data out so we’ve set up the jobs
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out so we’ve set up the jobs correctly the end of each day.
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correctly the end of each day. We’ve got proper data there if
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We’ve got proper data there if the guys and girls on the
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the guys and girls on the cruise haven’t clocked in and
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cruise haven’t clocked in and out or haven’t written it down
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out or haven’t written it down on the paper somebody in your
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on the paper somebody in your office and manager the
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office and manager the business-owners somebody should
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business-owners somebody should be going to those crews the
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be going to those crews the following morning and saying
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following morning and saying hey 123 Main Street doesn’t
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hey 123 Main Street doesn’t have a start and stop time or
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have a start and stop time or it looks like you clock in and
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it looks like you clock in and out under a minute. when did
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out under a minute. when did you start and stop or was your
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you start and stop or was your reason why you skip this job so
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reason why you skip this job so everything is being tracked. 24
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everything is being tracked. 24 hours to make sure it’s done
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hours to make sure it’s done the right way now. let’s get
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the right way now. let’s get back into the main topic here
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back into the main topic here of things that you may be
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of things that you may be missing in your service
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missing in your service business cuz in my business we
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business cuz in my business we were missing this in the
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were missing this in the original rhythm before we
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original rhythm before we actually got it built it out
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actually got it built it out but on a daily basis, we need
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but on a daily basis, we need to be going in and running a
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to be going in and running a report so we have daily budget
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report so we have daily budget versus actual times with
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versus actual times with compliments complaints that
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compliments complaints that were sourced from the office or
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were sourced from the office or a production manager that
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a production manager that actually went out in the field
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actually went out in the field and. QC quality control checks
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and. QC quality control checks so we want to be able to take
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so we want to be able to take the data from the day before
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the data from the day before and be able to give it to the
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and be able to give it to the crews for real time. feedback
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crews for real time. feedback with the quality control
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with the quality control Standard now based on the size
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Standard now based on the size of your Organization, even if
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of your Organization, even if you’re a one man solo
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you’re a one man solo entrepreneur lawn care home
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entrepreneur lawn care home cleaning you really wanna be
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cleaning you really wanna be able to look at what you did
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able to look at what you did the day before and be able to
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the day before and be able to see if you’re on a budget or
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see if you’re on a budget or not on budget. so you have real
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not on budget. so you have real time data where you’re at now
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time data where you’re at now on a weekly basis wanna report
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on a weekly basis wanna report out the budget versus actual
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out the budget versus actual for all the crews and each
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for all the crews and each individual crew so each day,
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individual crew so each day, we’re gonna track our. Versus
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we’re gonna track our. Versus actuals and then at the end of
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actuals and then at the end of the week, probably the
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the week, probably the following Monday, I’m gonna
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following Monday, I’m gonna make it a Monday a huddle I’m
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make it a Monday a huddle I’m gonna have accountability for
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gonna have accountability for each crew where they’re at with
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each crew where they’re at with their budget versus actual the
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their budget versus actual the quality constraint and then we
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quality constraint and then we give a snapshot of where the
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give a snapshot of where the company was or the vision for
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company was or the vision for each budget versus actual
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each budget versus actual quality control constraints for
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quality control constraints for that. So now the next thing is
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that. So now the next thing is now that we’ve got our daily
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now that we’ve got our daily and weekly rhythm. So we’re
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and weekly rhythm. So we’re having a quick huddle each day
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having a quick huddle each day to repeat back to the cruise
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to repeat back to the cruise what they did and if there’s
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what they did and if there’s any missing data, we get it we.
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any missing data, we get it we. Monday huddle that’s gonna be
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Monday huddle that’s gonna be the week in review and monthly
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the week in review and monthly We wanna report out on a
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We wanna report out on a monthly budget first actual for
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monthly budget first actual for all cruises and report out on
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all cruises and report out on potentially each and every job
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potentially each and every job that we do so if we have a
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that we do so if we have a weekly cleaning or weekly lawn
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weekly cleaning or weekly lawn mowing, it’s not enough to look
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mowing, it’s not enough to look at it each day and each week on
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at it each day and each week on an overall average, we probably
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an overall average, we probably wanna run a job cost report to
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wanna run a job cost report to say if my goal per lawn mowing
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say if my goal per lawn mowing team. Cleaning number is $55
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team. Cleaning number is $55 per hour. and I’m only
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per hour. and I’m only generating, say 40 – $5 an hour
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generating, say 40 – $5 an hour on certain jobs. What’s that
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on certain jobs. What’s that Delta look like? Is it a system
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Delta look like? Is it a system or process issue? or is that
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or process issue? or is that job actually underestimated and
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job actually underestimated and that’s gonna start giving us a
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that’s gonna start giving us a feeling of where we’re at on
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feeling of where we’re at on this particular jobs that are
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this particular jobs that are losing money and that’s gonna
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losing money and that’s gonna allow us to focus in on losers
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allow us to focus in on losers now in July and December, what
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now in July and December, what I recommended Lawn Care is we
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I recommended Lawn Care is we run that job cost report and if
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run that job cost report and if we Mid season in July that it
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we Mid season in July that it is actually not hitting our
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is actually not hitting our revenue goals. We actually go
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revenue goals. We actually go out and raise that price and
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out and raise that price and then again in December before
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then again in December before we actually go out and renew
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we actually go out and renew that contract or if your
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that contract or if your contract runs forever before we
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contract runs forever before we actually get into the thick of
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actually get into the thick of the next spring season we raise
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the next spring season we raise that price so just like Jack
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that price so just like Jack Welch to raise the bottom 10
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Welch to raise the bottom 10 percent of his client base
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percent of his client base prices in our service business,
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prices in our service business, we should be only raising the
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we should be only raising the prices in my opinion on the
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prices in my opinion on the jobs and aren’t hitting.
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jobs and aren’t hitting. Revenue goal so foundationally
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Revenue goal so foundationally wanna have start and stop times
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wanna have start and stop times for each each job correct
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for each each job correct employees assigned to that job
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employees assigned to that job and a crew price being build
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and a crew price being build out even if it’s under an
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out even if it’s under an installment and a budget of
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installment and a budget of time there now at the end of
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time there now at the end of each day, we’re doing our
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each day, we’re doing our budget versus actual and
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budget versus actual and reporting out the following
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reporting out the following morning to our crew. and if
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morning to our crew. and if there’s any missing data, we’re
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there’s any missing data, we’re getting it done weekly every
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getting it done weekly every Monday we it’s a weekend review
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Monday we it’s a weekend review from the previous week. We’re
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from the previous week. We’re gonna do our budget first
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gonna do our budget first actual with quality control
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actual with quality control complaints and compliments and
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complaints and compliments and monthly. we’re gonna go in and
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monthly. we’re gonna go in and take an overall look at the
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take an overall look at the budget versus actual and
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budget versus actual and potentially dive into a job
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potentially dive into a job costing report to go in and see
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costing report to go in and see exactly what jobs or clients
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exactly what jobs or clients are not meeting our hourly
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are not meeting our hourly revenue threshold and then, at
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revenue threshold and then, at least twice a year, I recommend
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least twice a year, I recommend at least in the Northeast and
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at least in the Northeast and even most of the southern
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even most of the southern markets or Southwest July and
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markets or Southwest July and December seems to be really two
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December seems to be really two good points. seasonality no
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good points. seasonality no matter where you’re out in the
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matter where you’re out in the US or Canada. July is that mid
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US or Canada. July is that mid season Mark anybody not hitting
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season Mark anybody not hitting your revenue goals. We raise
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your revenue goals. We raise the price up and then December.
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the price up and then December. Raise that price up before we
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Raise that price up before we start to go out and start that
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start to go out and start that season over again so common
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season over again so common questions drop below, but a lot
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questions drop below, but a lot of people were asking about
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of people were asking about what are the things in my
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what are the things in my business? I may be missing on a
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business? I may be missing on a daily weekly or monthly basis
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daily weekly or monthly basis or twice a year that July
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or twice a year that July December and how can I go and
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December and how can I go and fix them now that we’re a
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fix them now that we’re a little path to the midpoint of
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little path to the midpoint of the season? it’s not too late
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the season? it’s not too late to start dialing and tracking
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to start dialing and tracking these things and honing in
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these things and honing in because really when we get into
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because really when we get into the end of two or three in the
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the end of two or three in the beginning of Q one in the lawn
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beginning of Q one in the lawn care industry, especially we’ve
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care industry, especially we’ve recovered. 95 to almost
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recovered. 95 to almost a hundred percent of our
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a hundred percent of our general, the Ministry of cost
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general, the Ministry of cost the really front end loaded so
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the really front end loaded so this is where we wanna go in
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this is where we wanna go in and put the pedal to the metal,
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and put the pedal to the metal, create an upsell strategy and
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create an upsell strategy and really refine and see where
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really refine and see where we’re at budget versus actual
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we’re at budget versus actual cuz if we’re not hitting our
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cuz if we’re not hitting our goals exactly there’s still
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goals exactly there’s still some time left to really dial
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some time left to really dial in and fix it and then the last
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in and fix it and then the last month month and a half of the
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month month and a half of the season we add that revenue
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season we add that revenue profit to the bottom line and
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profit to the bottom line and that’s where profits are won or
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that’s where profits are won or lost that last month and a half
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lost that last month and a half that lawn care season so not
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that lawn care season so not too late if you’re. Those are
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too late if you’re. Those are the things I recommend on a
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the things I recommend on a daily weekly monthly and twice
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daily weekly monthly and twice a year basis. so how question
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a year basis. so how question drop below Callahan’s corner
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drop below Callahan’s corner You ask the questions We
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You ask the questions We answered live right here on