From your data means counted from your own records. Our estimate means a projection, with its assumption stated.
01The short version
Eight of your ten main numbers are working, one is on watch, and one needs adjusting.
What is working
- Nobody who contacts you goes unanswered. Inquiries with no reply went from 32 a quarter to none. From your data
- Estimates go out in 3 days, down from 9, and you are winning 44% of them, up from 38.5%. From your data
- Everything finished is billed. Unbilled work went from $31,200 to nothing at the end of the quarter. From your data
- You are paid in 38 days, down from 44. This is the number that needed adjusting last quarter. From your data
- Fewer customers are leaving. Cancellations fell from 11.0% to 8.6% of contracts. From your data
What needs adjusting
- Your own hours went back up, from 17 to 19 a week. Estimates are no longer what slows you down. Site visits are. In March a new inquiry waited 11 days for you to walk the property, up from 5 in September. From your data and your estimate.
The three things to fix next quarter
- Take the smaller site visits off your calendar.
- Ask for referrals, your best source of customers, every time a job is finished.
- Plan April to June crew hours now, before overtime starts.
02Your scorecard
| Main number | 30 September 2026 | 31 December 2026 | 31 March 2027 | Reading |
|---|---|---|---|---|
| Revenue, last 12 months | $3,420,000 | $3,451,000 | $3,538,000 | Working |
| Maintenance contracts | 212 | 213 | 221 | Working |
| Contracts cancelled, last 12 months | 11.0% | 10.5% | 8.6% | Working |
| Estimates that reached a yes or a no | 77% | 93% | 96% | Working |
| Days from site visit to estimate sent | 9 | 4 | 3 | Working |
| New inquiries with no reply, in the quarter | 32 | 1 | 0 | Working |
| Finished work not yet invoiced | $31,200 | $2,100 | $0 | Working |
| Field hours that were billed, January to March | 66% a year earlier | 70% | Watch | |
| Days to be paid | 44 | 46 | 38 | Working, after an adjustment |
| Your hours a week on office work | 22 | 17 | 19 | Adjust |
Revenue is read as working with a caution. It is up 3.5% in six months, and part of that is ordinary spring growth.
Billed field hours are compared with the same winter months a year earlier, because winter cannot be judged against the full year. The gain is real. It stays on watch until the busy season tests it.
03What worked, and why we think so
Answering. Every missed call now gets a text within a minute, and every website inquiry gets a reply the same day. In March you missed 31% of calls, which is normal for the start of your season. 7 callers who were reached by text became customers, worth $29,400. From your data
Follow up. Each estimate is followed up at 2, 7 and 14 days until it is marked won or lost. 6 of the old estimates that had gone quiet were won after a follow up, worth $24,600. From your data
Billing. Finished work is matched to invoices every week. The 19 unbilled jobs were invoiced for $31,200, and $29,100 of it has been collected. Change orders worth $6,300 were raised from crew notes. From your data
Prices. The 5% increase went to 38 contracts on 1 January. 37 accepted it and 1 cancelled. From your data
Losing contracts. Of the 9 that lost money, 4 were repriced, 3 had their scope reduced, and 2 customers chose to leave. Those two were paying $21,000 a year and costing you more than that. From your data
Crew lead changes. A new crew lead now visits each property with the outgoing lead and the customer gets a short note beforehand. There have been 4 lead changes since. None was followed by a cancellation. Four is a small number, so we will keep watching it. From your data
Enhancement proposals. In February a proposal went to each of the 116 contract customers who had never been sent one. 14 accepted, worth $58,800. From your data
One record. LMN and QuickBooks were reconnected in January after the 286 duplicates were merged. All 8 crews record their hours in the LMN Crew app. Your office now spends about 3 hours a week re-entering data, down from 12. From your data and your office manager's estimate.
Routes. Crews 3 and 5 were rebalanced in February. Their daily drive time fell from 71 minutes to 49. From your data
Money the records link to this work, in six months: $154,200. That is $31,200 in recovered billing, $6,300 in change orders, $3,900 from the price increase so far, $24,600 from followed up estimates, $29,400 from callers reached by text, and $58,800 in enhancement proposals. You have paid Sannidhi $3,000 in that time. The records show each sale followed one of these actions. They cannot prove that none of them would have happened anyway.
04What we adjusted last quarter, and what happened
In December, days to be paid had risen from 44 to 46. Reminders were not getting your two slowest customers to pay.
We changed two things. Your office manager now calls any account over 45 days, using a list we send each Monday. New commercial contracts carry payment terms of 30 days with a stated late fee.
One association paid $41,000 in February. The other is on a payment plan. Money owed for more than 60 days fell from $131,000 to $62,000, and days to be paid is now 38. From your data
05What needs adjusting now
Site visits are now what slows things down. Faster answers and faster estimates brought more people to the next step, and that step is you. In March there were 64 site visits to make. You made all of them. The wait from inquiry to site visit grew from 5 days to 11. From your data
Estimates sent within 3 days of an inquiry win far more often than slow ones, so this wait will cost you spring work if it stays.
The decision for you. 41 of the 64 March visits were for enhancement work under $5,000 at properties you already maintain. Your account manager could make those visits with a checklist and photos, and you would approve each estimate before it goes out. That would return about 6 hours a week to you. Our estimate It is your call, and the checklist is drafted for you to read.
06Supporting numbers that moved
| Number | 30 September 2026 | 31 March 2027 |
|---|---|---|
| Share of estimates won | 38.5% | 44% |
| Estimates with no outcome | 112 | 9 |
| Money owed for more than 60 days | $131,000 | $62,000 |
| Maintenance contracts that lose money | 9 | 0 |
| Contract customers who bought an enhancement | 45% | 51% |
| Cancellations with a recorded reason | None | 6 of 6 this quarter |
| Cost per new customer from Google Ads | $2,179 | $1,640 |
| Share of ad spend on unwanted searches | 44% | 5% |
| New Google reviews | 9 in a year | 14 in six months |
| Daily drive time, crews 3 and 5 | 71 minutes | 49 minutes |
| Office hours a week re-entering data | 12 | 3 |
| Duplicate customers across LMN and QuickBooks | 286 | 0 |
| Software cost a year | $35,520 | $30,600 |
Why customers left this quarter. Six contracts were cancelled. Two were the losing contracts, one followed the price letter, two sold their property, and one cited service. This is the first quarter the reasons were recorded.
07Changes to what we measure
- Added: days from inquiry to site visit. It was not a problem six months ago and it is the main one now.
- Retired from the scorecard: logins held by people who have left. It has been zero since October and is now checked every month without a report.
The list of numbers is expected to change as the business does.
08Next quarter
| Fix | What gets done | What we will watch |
|---|---|---|
| 1. Site visits | If you approve, your account manager takes enhancement visits under $5,000 from April. | Days from inquiry to site visit. Your hours a week. Share of estimates won. |
| 2. Referrals | Each finished enhancement and install is followed by a thank you, a review request and a referral ask, in your voice. | New customers from referrals. New reviews. |
| 3. The busy season | Last year 71% of overtime fell in April to June. We plan crew hours for those months from last year's pattern and point out each week that runs over. | Overtime premium paid. Billed field hours. |
Cost. Sannidhi: $500 a month, unchanged. No new software.
Your largest customer. All nine contracts with the association management firm renewed in March, after your January meeting. It is still 11% of revenue. You still depend on that one customer for a large share of your revenue.
What we still cannot tell
- True profit on each install. Materials are now billed to the job in LMN for new installs only. A full year of them is needed.
- Whether the lower cancellation rate will hold. The spring renewals went well. One good season is not a pattern yet.