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hey mike callahan with callahan’s corner
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where you ask the questions we answer
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them
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live here on facebook so one of the big
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recurring issues that we see in
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all the service businesses well at least
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most of service businesses we’ve been
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dealing with lately is that
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there is a massive accountability issue
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especially going into the second half or
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later part of the season
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for getting the crews to do what they
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should be doing on a daily basis
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in their mobiles in the crm or the
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software that you’re using so if the
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software using has the ability to clock
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in and out of drive time
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and clock in and out of each job what
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we’re finding is the crews are not being
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held accountable on a daily basis
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for putting this essential data in the
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software
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and why it’s essential to have the start
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and stop times for drive time and
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each job you do is a three-fold
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situation so we want to be able to go
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out and know our drive time our
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non-billable cost effect based on labor
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with labor burden
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we also really want to know um the
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if we’re hitting our hourly goals so if
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we’re making money on all the jobs and
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without good data in
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uh the business is really blind um it’s
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kind of like driving in fog you don’t
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know what it’s ahead of you
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you know you’re on the road but you
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don’t know what the next turn may take
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so
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really really important that we need to
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hold those crews accountable for
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clocking in
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to non-billable drive time and things
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like shop time and having accurate start
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and stop times and if they don’t
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remember to clock into mobile that
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they’re telling the office or someone
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um to update those dispatch boards or
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close out day screens if using service
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autopilot
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next thing is that the office needs to
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be held accountable whether it’s you in
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the office or virtual assistant
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or just a regular office person is that
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we need to have
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someone go through the closeout day
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screen and service autopilot or the
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equivalent in other softwares
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to double check we have accurate start
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and stop time so the crew’s not logging
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in and out of a job
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under a minute like they got the job
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done and then
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um realized they had to go to the next
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stop so they clocked in and out under a
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minute so this is the last point a human
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can touch
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uh before job costing production reports
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and uh billing so if you’re using a
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product like service autopilot that’s
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going to trigger an automatic invoice
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every day every week every month so one
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of the biggest issues right now is how
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do we hold those folks accountable and
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what i’m going to recommend that you do
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is at least the next two to three weeks
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if this is an issue in your business
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walk down to the shop with an
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old-fashioned clipboard and print out
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those closeout day screen reports
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and highlight all the jobs that have
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inaccurate times or missing times and
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force the crews to give it to you
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obviously if you have gps you want to
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double check it
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but we’re going to hold accountability
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every morning or the following evening
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when they come in someone’s in taking
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those sheets
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uh physically in the office we want to
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make sure that’s good data and then the
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next morning or that following or that
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night
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someone in the office should be checking
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that it’s a quick two to three minute
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look through
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to make sure we’ve got good start and
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stop times a budgeted time and believe
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it or not a price you wouldn’t believe
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how many
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um accounts i’ve been in the last two to
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three months where people are not
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charging out a dollar amount
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uh by mistake so this workflow process
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will allow you to
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avoid those mistakes so i’m going to
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recommend on a daily basis we’re
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checking with the crews every morning
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from the previous day for accountability
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that’s going to take two to three weeks
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and we’re gonna be sticklers about it
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and make them
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before they pull out of the shop give
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you those times the best of their
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knowledge
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and if they skip a job and they don’t
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have a reason why with notes
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send them back to that job if it needs
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to be done and then your office at the
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end of every day or the beginning of the
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next day for the previous day needs to
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be
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running those those uh quick closeout
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day screen
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check now the next thing is and probably
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one of the
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more important things that we realized
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my lawn care company when we started to
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institute this is
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what we need to do is have a weekly
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monday huddle in most offices it’s going
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to be probably impossible to have the
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office admin especially if it’s a va
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present
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with the crew leaders so we have a
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monday huddle with the crew leaders to
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go over
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previous um budget versus actual
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and how well they track the data and we
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have a monday huddle with your virtual
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assistant or your office assistant
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um either it’s virtual or in person
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standing quick five to ten minute minute
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meeting
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but what the point is that the office
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administrator is reporting out to you on
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the top three things
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um that’s there and it’s the actual
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verse budgeted we have
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budgeted time and prices that’s one of
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the big three the other two
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are probably up to you whether it’s
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driving that quarterly or yearly goal
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i’m tying into that bhag that big hairy
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audacious goal of your 10 to 15 year
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goal so
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accountability in the field and the
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office is essential
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because without good data or no data
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you’re running blind but if you have
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good data in and good data out
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then you can go into a reporting center
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and have a really good idea what’s going
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on in your business and the fine-tuning
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things that you need to make happen on a
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day-to-day basis or week-to-week basis
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in addition
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it’s going to create accountability with
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those crews with hopefully a quality
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standard as well
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and that’s one of the things we felt
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short in so when we do the production
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rate incentive we need a quality
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standard tied into it so comments
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