The first Business Analysis produced 10 main numbers and 48 supporting numbers for Plumbing and Heating Business. All 58 are measured again every three months against the values dated 30 September 2026.
How the list works
- The owner reads ten. The main numbers are the scorecard. They appear in the quarterly Business Analysis and the Monday report.
- We track the other 48. The supporting numbers explain why a main number moved. They appear in the quarterly analysis only where they matter.
- Every number has a dated starting value agreed with the owner at the first readout.
- No outside benchmarks are used. There is no "in range" column. Each number is compared with this business's own earlier value and with nothing else. A figure that is normal for the trade can still be a place where this business is losing money, and a figure that looks poor can be the right choice for it.
- Seasonal numbers are compared with the same quarter a year earlier. A plumbing and heating company's January cannot be judged against its May. Those numbers are marked "seasonal" below.
- Each number gets one of three readings every quarter:
- Working: it moved the right way, and the records show our change is the likely reason.
- Watch: it has not moved, or it is too early to tell.
- Adjust: it moved the wrong way, or the change we made is not producing the effect. The approach changes next quarter.
The ten main numbers
| Main number | 30 September 2026 | Better is | Where it comes from | Fix |
|---|---|---|---|---|
| Revenue, last 12 months | $2,600,000 | Higher | QuickBooks | All |
| Replacement estimates that reached a yes or a no | 68% | Higher | Housecall Pro | 1 |
| Replacement estimates won (seasonal) | 39% | Higher | Housecall Pro | 1 |
| New inquiries with no reply | 192 a year, or 48 a quarter | Lower | Quo, website form | 1 |
| Active memberships | 684 | Higher | Housecall Pro | 2 |
| Memberships lost, last 12 months | 34% | Lower | Housecall Pro | 2 |
| Finished work not yet invoiced | $21,300 | Lower | Housecall Pro and QuickBooks | 2 |
| Callbacks, last 12 months | 187 | Lower | Housecall Pro | 3 |
| Jobs per service truck per day (seasonal) | 4.1 | Higher | Housecall Pro | 3 |
| Owner's hours a week on office work | 24 | Lower | Owner's own count | 1 and 3 |
Supporting numbers
Answering and estimates
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Share of inbound calls missed (seasonal) | 15%, and 24% in December to February | Lower | Quo |
| Calls missed in the weekday lunch hour | 231 a year | Lower | Quo |
| New callers never called back | 168 a year | Lower | Quo and Housecall Pro |
| Time to first reply on a website inquiry | 19 hours | Lower | Website form and Gmail |
| Website inquiries never answered | 24 a year | Lower | Website form and Gmail |
| Estimates with no outcome | 238, worth $760,000 | Lower | Housecall Pro |
| Estimates with no contact after the day they were given | 196 | Lower | Housecall Pro and Quo |
| Share of estimates won, highest and lowest technician | 48% and 23% | Higher, and closer together | Housecall Pro |
| Days from a technician's report to a furnace or boiler estimate | 6 | Lower | Housecall Pro |
| Share won when that estimate goes out by the next day | 58% | Higher | Housecall Pro |
Billing and cash
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Service invoices with a part in the notes and none billed | 412 a year, about $26,800 | Lower | Housecall Pro |
| Warranty parts with no claim filed | 37 a year, about $5,400 | Lower | Housecall Pro and QuickBooks |
| Discounts given | $38,200 a year | Lower | Housecall Pro |
| Average service ticket | $400 | Higher | Housecall Pro |
| Average service ticket, highest and lowest technician | $452 and $354 | Higher, and closer together | Housecall Pro |
| Days from finished job to invoice, replacements | 6 | Lower | Housecall Pro and QuickBooks |
| Days to be paid | 17 | Lower | QuickBooks |
| Money owed for more than 60 days | $41,000 | Lower | QuickBooks |
| Gross margin, all work | 47% | Higher | QuickBooks and Gusto |
| Operating profit | 8.0% | Higher | QuickBooks |
Members and customers kept
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| New memberships, last 12 months | 244 | Higher | Housecall Pro |
| Memberships lost to a failed card, last 12 months | 131 | Lower | Housecall Pro |
| Members with no visit in the last 12 months | 127 of 684 | Lower | Housecall Pro |
| Memberships sold, highest and lowest technician | 96 and 14 | Higher, and closer together | Housecall Pro |
| Replacement estimates won, members and everyone else | 61% and 34% | Higher | Housecall Pro |
| First time customers who came back within 12 months | 26% | Higher | Housecall Pro |
| Water heaters on record that are ten years old or more | 412 | A list to work, with no better direction | Housecall Pro job notes |
Customers found
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| New customers, last 12 months | 1,400 | Higher | Housecall Pro |
| Cost per booked job, Local Services Ads | $110 | Lower | Google Local Services Ads and Housecall Pro |
| Cost per booked job, Google Ads | $200 | Lower | Google Ads and Housecall Pro |
| Share of Google Ads spend on unwanted searches | 37% | Lower | Google Ads |
| Paid leads never called back | 61 a year, about $4,300 | Lower | Google Local Services Ads and Quo |
| Ad calls that can be tied to a customer | None | Higher | Google Ads, Quo |
| Google reviews and rating | 412 at 4.7 | Higher | Google Business Profile |
| New reviews, last 12 months | 38 | Higher | Google Business Profile |
| Reviews with no reply | 54 | Lower | Google Business Profile |
Truck time
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Callbacks as a share of paid jobs | 5.5% | Lower | Housecall Pro |
| Callbacks, highest and lowest technician | 56 and 31 | Lower, and closer together | Housecall Pro |
| Callbacks with a recorded reason | None | Higher | Housecall Pro |
| Drive time per service truck per day | 2.3 hours | Lower | Housecall Pro |
| Trips to the supply house, last 12 months | 1,140 | Lower | QuickBooks supplier bills |
| Overtime premium paid, last 12 months (seasonal) | $30,000 | Lower | Gusto |
Records and software
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Office hours a week copying between programs | 9 | Lower | Office staff's estimate |
| Open items held only in the dispatcher's spreadsheet | 64 | Lower | The spreadsheet |
| Duplicate customers across Housecall Pro and QuickBooks | 410 | Lower | Housecall Pro and QuickBooks |
| Working logins held by people who have left | 6 | Lower | Every program |
| Software cost a year | $21,840 | Lower | QuickBooks |
The owner's time
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Owner's hours a week on estimates | 8 | Lower | Owner's own count |
How the first quarterly check would read
This is an invented example of the main numbers at the first quarterly check, dated 31 December 2026. It matches the sample six month Business Analysis.
| Main number | 30 September | 31 December | Reading | What it means |
|---|---|---|---|---|
| Revenue, last 12 months | $2,600,000 | $2,648,000 | Watch | One quarter is too short to judge a yearly figure. |
| Replacement estimates that reached a yes or a no | 68% | 88% | Working | 180 of the 204 estimates given this quarter were marked won or lost. |
| Replacement estimates won | 39% | 43% | Watch | 88 of 204. Winter estimates always win more often, so this waits for a full comparison. |
| New inquiries with no reply, in the quarter | 48 | 3 | Working | Every missed call gets a text back. |
| Active memberships | 684 | 702 | Watch | The work on failed cards began in December. 9 members were restored. |
| Memberships lost, last 12 months | 34% | 32% | Watch | Too early to tell. |
| Finished work not yet invoiced | $21,300 | $1,900 | Working | The weekly match of finished jobs to invoices caught 5 new jobs. |
| Callbacks, last 12 months | 187 | 196 | Adjust | 58 this quarter against 49 a year earlier. The closing checklist was skipped on most jobs. Next quarter: the owner works alongside technician D, and each callback is reviewed on Monday with the technician who did the first job. |
| Jobs per service truck per day, October to December | 4.3 a year earlier | 4.3 | Watch | No change. Sending trucks by area starts in January. |
| Owner's hours a week on office work | 24 | 20 | Working | Owner's own count. Furnace estimates are drafted for approval the same day. |
The "Adjust" row is the point of the quarterly check. It shows the owner what did not work and what changes because of it.