A simple review process improves performance and retention. Here is how to run one.
In this article
Reviews help techs grow
Many small service companies never do formal performance reviews. Technicians don't know how they are doing until something goes wrong. A simple review process improves performance, retention and pay decisions.
How often
A short review every quarter and a fuller one once a year works for most teams.
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Use clear metrics
- First-time fix rate.
- Callbacks.
- Customer reviews.
- Revenue per day or average ticket.
Include behavior
Punctuality, teamwork, safety and truck care matter too.
Ask for a self-review
Techs often see their own gaps. Start with their view.
Set goals
Agree on one or two goals for the next period, with support from the company.
Connect to training
If a tech struggles with a skill, offer specific training.
Link to pay fairly
Clear criteria for raises reduce frustration and turnover.
Document it
Written notes help track progress and support decisions.
Keep it constructive
Recognize strengths before discussing gaps.
Where to start
Create a one-page review form and hold the first round next month.
Common mistakes
Doing reviews only when something goes wrong, using vague criteria and never following up on the goals you set. A review without follow-up is just a conversation.
An example
A quarterly review shows a tech with great reviews but a high callback rate on one brand. Together, the owner and the tech set a goal: complete the manufacturer training this month and cut callbacks in half by next quarter. The next review starts with that number.
Questions to ask
What part of the job do you enjoy most? Where do you feel least confident? What would help you do better work next quarter? Is anything in the company making your job harder? Good questions turn the review into a two-way conversation, and techs often bring up problems the owner never sees.
Price every call so it pays.
We help service businesses set clear policies, book better jobs and turn more calls into profitable work.
Frequently asked questions
How often should technicians have performance reviews?
A short review every quarter and a fuller review once a year works well for most service teams.