Simple KPIs, Clearer Accountability

Implement a 'two-week look-ahead' scheduling KPI for project managers, requiring a 'yes' or 'no' update on each active job's readiness by a specific day each week. This forces proactive planning and communication with trades.

Introduce a daily log completion KPI for project managers, ensuring all relevant client communications and project updates are formally documented, reducing reliance on verbal exchanges.

For new roles like a Project Coordinator, establish KPIs such as 'job fully prepped three weeks before start' to ensure all selections and planning are complete, preventing project bottlenecks.

Track client intake calls, categorizing them into 'ideal fit' versus 'not ideal,' and set KPIs for callbacks within 24 hours to improve lead qualification and responsiveness.

Encourage team buy-in on KPIs by involving them in the brainstorming and definition process, explaining how these metrics will simplify their work and reduce firefighting.

Adopt a consistent weekly meeting cadence (e.g., a 45-minute production meeting) to review KPIs, address issues, and ensure team alignment, making accountability a routine rather than an ad-hoc process.

For field staff, develop KPIs related to adherence to scope, managing quoted versus actual hours, and minimizing punch list items, helping them understand how to 'keep score' and improve performance.