Where it started
- Pricing model
- Outdated cost base
- Margin by job type
- Invisible
- Truck roll cost
- Unknown
- Profit versus revenue
- Diverging
Where it landed
- Pricing model
- Rebuilt and reviewed
- Margin by job type
- Tracked weekly
- Truck roll cost
- Measured
- Profit versus revenue
- Moving together
Residential plumbing · fourteen technicians
We are busier than ever and I cannot tell you if we made money.
The phone rings constantly and the trucks are full. Pricing has not been revisited since before material costs climbed, and nobody can say which job types are carrying the company and which are quietly draining it.
What the North Star surfaced
- 1Pricing has not kept pace. Rates were set for a cost base that no longer exists.
- 2No margin by job type. Service calls, installs, and emergency work are mixed together in the accounts.
- 3Technician productivity is unmeasured. Nobody knows the real cost of a truck roll.
- 01 · Destination
The number they were building toward
Established the value gap between where the business is and where the margin should be at this revenue, and set the target.
- 02 · Roadmap
What had to change, in order
Rebuilt pricing against real costs, separated the books by job type, and set the productivity measures the dispatch decisions would run on.
- 03 · Rocketship
The systems the team now runs
Built job costing, dispatch, and a weekly margin dashboard so pricing decisions are made on evidence rather than on instinct.