The price book nobody updated
Material costs moved, labor rates moved, and the book didn't. Every ticket sold at a two-year-old price is a small donation to your customer.
The Operating System
Four systems between a phone call and a bank deposit.
Most shops have one of these working well and three running on memory. The money leaks at the joins.
Follow one job all the way through
A customer searches, calls, gets booked, gets dispatched, gets served, gets invoiced, and either comes back or doesn't. Every handoff in that chain is a place where margin quietly disappears — a call that never got booked, a tech sent without the right part, a discount nobody tracked, a member who never got a renewal call.
You can't fix that with a marketing campaign. You fix it by making each handoff visible and giving it an owner, a standard, and a number.
Start with an assessment →Call to Booked CallWhere the phone gets answered, how it gets scored, and what percentage of opportunities you never hear about again.
Booked Call to RevenueRight tech on the right call, opportunity identified, options presented, follow-up that actually happens.
Revenue to ProfitLabor productivity, materials, price book, callbacks, return trips, and department-level economics.
Profit to ScaleWeekly cadence, dashboards a manager reads, hiring ahead of demand, and repeatable execution.
Where it usually breaks
The same four leaks, in most shops.
None of these are dramatic. That's exactly why they survive for years.
The return trip
Wrong part, missing tool, incomplete diagnosis. It rarely shows up as a line item, which is exactly why nobody manages it.
The discount at the door
Given by a tech with no authority and no tracking, to close a job that was already closed.
The membership that never renewed
Sold once, never worked. The base looks fine on paper until you check how many of those agreements are actually current.