Ohio PHC Contractor Volume 2019 Issue 3
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iStockphoto.com/gerenme<br />
the members on your team. If you do create<br />
“baseball cards” for your team members, I’d love<br />
to see them. You can send them to me via my<br />
contact information below. Play ball! Oh, and<br />
“Go Tribe,” of course!<br />
Michael A. Bohinc is a certified public accountant<br />
in Cleveland, OH. He is an instructor for the<br />
National <strong>PHC</strong>C Educational Foundation. He is<br />
also an Advisor for the Service Nation Alliance<br />
– Plumbing Group. Michael is a recipient of<br />
the Servant Leader Award. The award, rarely<br />
presented, recognizes outstanding individuals<br />
who lead through service to their industry and<br />
the people in their industry. He is the youngest<br />
to ever receive this honor. He has 27 years’<br />
experience working on business management<br />
issues in the plumbing-heating-cooling industry.<br />
He can be reached at: 440/ 708-2583, e-mail<br />
mbohinc@keepingscorecpa.com.<br />
• Average Sale<br />
• Total number of tasks or services performed<br />
• Tasks per service call<br />
• Service agreements (SA) or Club memberships (CM) sold<br />
• Conversion rate for service agreements or club memberships<br />
sold<br />
• Hours worked<br />
• Hours billed<br />
• and many, many more<br />
The above statistics (or key performance indicators [KPIs], if you<br />
prefer) are more than enough to get you started in creating the<br />
box score for your team. Here is how some of the above statistics<br />
are calculated:<br />
• Conversion rate on service calls: # of service calls with<br />
sales amounts above the company’s minimum fee divided<br />
by # of service calls run (dispatched to)<br />
• Average Sale: Total sales of technician (player) divided by<br />
the # of service calls run (dispatched to)<br />
• Tasks per service call: # of total tasks performed divided by<br />
the # of service calls run<br />
• Conversion rate on service/maintenance agreements or<br />
club memberships: # of SA or CMs sold divided by the # of<br />
service calls run<br />
• Billable (or Productivity) percentage: # of hours billed<br />
divided by the # of hours worked (NOTE: If you aren’t<br />
aware, this KPI is a driving force in your business and every<br />
business owner MUST know this percentage!)<br />
Those are the basic statistics (KPIs) that you should be tracking<br />
for each of your technicians (players). This can be done with your<br />
dispatchers, customer service representatives (CSRs), install<br />
crews and any other department within your company. Their<br />
statistics are different but can be measured! If you want to have<br />
some fun with this, you can create “baseball cards” for each of<br />
VOLUME <strong>2019</strong>, ISSUE 3 • OHIO <strong>PHC</strong> CONTRACTOR 11
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