When technicians and office staff know the targets and how they can help, they make better decisions every day. Here is how to set goals together.
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Goals the team understands
Many owners set goals for the business but never share them with the people who make them happen. When technicians and office staff know the targets for the year and how they can help, they make better decisions every day. The end of the year is the best time to set them together.
Review the year first
Look at revenue, jobs completed, callbacks, reviews and safety. Celebrate what went well and be honest about what did not.
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Pick a few goals
Three to five clear goals beat a long list. Examples: increase average ticket, reduce callbacks, grow maintenance memberships, improve review count.
Make them measurable
- "Reduce callbacks to under 3% of jobs."
- "Add 150 maintenance members."
- "Reach 100 new Google reviews."
Connect goals to each role
Show each person how their work affects the goals: technicians on callbacks and add-ons, CSRs on booking rate, office on collections.
Ask for input
Ask the team what is getting in the way. Technicians often know exactly which process wastes time or frustrates customers.
Track monthly
Review progress in a short monthly meeting with simple charts. Goals that are checked get achieved.
Reward progress
Recognize wins publicly and tie bonuses to goals when it makes sense. Celebrate milestones, not only the finish line.
Adjust when needed
If the market changes, adjust the goals and explain why. Flexibility keeps them credible.
An example
A plumbing company sets three goals: grow memberships from 400 to 550, keep callbacks under 3% and add 120 reviews. Each month, the team sees the numbers on a whiteboard in the shop, and the technician with the most new members is recognized at the meeting.
Connect goals to the budget
Goals should match the budget: hiring, marketing and equipment plans must support the targets.
Personal development
Ask each person about their own goals for the year, such as a certification or a promotion, and show how the company can help.
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Frequently asked questions
How many goals should a service team have for the year?
Three to five clear, measurable goals usually work better than a long list, with each person seeing how their role affects them.