⚠ 01. Current Situation: The Diagnosis
Kassidy: "You guys are trying to put the cart before the horse. You're literally out here just trying to run a marathon before anyone's taught you how to crawl."
Zero-Revenue Jobs
69%
29 of 42 this week
Invisible Revenue
$78K
This week alone
No Tech Assigned
76%
32 of 42 jobs
Stuck Scheduled Jobs
113
99 at $0 + 14 with $$$
Zero-Rev (180 Days)
54%
227 of 420 completed
General Plumbing
40%
Catch-all job type
Sold-By Null
$492K
No credit assigned
Canceled Jobs
94
Revenue sitting unposted
The 5 Critical Failures
| # | Issue | Impact | Root Cause | Fix |
|---|
| 1 |
Invoice Closure Gap |
$78K/week invisible. Every metric is wrong. |
Techs not completing jobs on iPad. No debrief process. |
Same-day workflow + debrief + permission lockdown |
| 2 |
Tech Assignment Gap |
Can't track performance, commissions, or who earned revenue |
Sold-by only auto-populates when tech starts estimate in field. Office-created estimates = null. |
Techs MUST start estimates on mobile. Manual fix for historical. |
| 3 |
QuickBooks Disconnect |
Revenue never exported. AR shows wrong. Accountant can't reconcile. |
Jobs not batched/posted. GL accounts may be misconfigured. Unbatched revenue sitting in ST. |
Kathy/Trisha Zoom. Batch + export training. |
| 4 |
113 Stuck Jobs |
Historical pollution. Can't trust any report. |
No one canceling/completing old jobs. Techs pausing + holding. |
CSR bulk cleanup ($0 jobs). Manager review ($$ jobs). |
| 5 |
No Process / No Accountability |
Techs rely on Ashton for everything. No one follows workflow. |
Never trained on iPad. No consequences. No defined roles. |
Tech training (Kassidy Zoom). Permission restrictions. Weekly standups. |
🔍 02. Kassidy Deep Dive Findings
From: Operations Excellence (Kathy Nielsen, Kassidy Nielsen, Erin Higgins, Trisha Allison) | ChickenLadySpeaks.com
Workflow Issues
| CRITICAL | 89 jobs scheduled prior to today (should be 0). 9 have revenue that will never hit financials. 7 are greater than $1,000. |
| REVIEW | 15 jobs on hold going back months. Hold is useful (waiting on materials) but must be managed. |
| REVIEW | Multi-day project process needs clear steps. When estimate is sold for install, ALL estimate items must be grabbed before booking. |
| REVIEW | Callback/warranty jobs must check "is warranty" or "is recall" and link to originating job. |
Dispatch Board
| GOOD | Dashboard looks to be mapped. Dispatch board used fairly effectively. |
| GOOD | Zones being used. Shifts being utilized. Skills set up correctly. |
| FIX | Grey events need to be cleared from tech calendars once done. NEVER clear from dispatch board. |
| FIX | Dispatch board alerts set wrong: late arrival triggers at job END time instead of 15 min after START. |
| OPTION | Board could be set up in teams if that makes sense for the group. |
Permissions
| GOOD | Role permissions set up. Changes apply to all in role. |
| WARNING | Only 1 employee set as Admin. Anyone with Admin can call ST and get entire database. Only owners should have Admin. |
| REVIEW | Tech permissions: pause appointment + place on hold can cause issues. View Historical Details and Property Data recommended. |
GPS & Alerts
| FIX | GPS Native set up but several techs haven't pinged in 48+ hours. Need deactivated? |
| FIX | Mobile global settings need to match technician profile settings. |
| GOOD | Customer notifications turned on. Great for marketing opportunity. |
| GOOD | General alerts look good. Job confirmation feature toggled on. |
Unused Features
| NOT USED | Memberships -- No memberships set up at all. Loss leader but drives recurring revenue + LTV. |
| NOT USED | Task Management -- Never used. Great for internal office communication. |
| NOT USED | Content Portal -- Not used. Can hold on-call schedules, wiring diagrams, field reference packets. |
| PARTIAL | Purchasing Module -- On and used some. Can be used more fully. |
| PARTIAL | Chat -- On but auto-responder not fully set up. |
Accounting / QuickBooks
| CRITICAL | Lots of revenue sitting in ST never sent to QuickBooks. |
| FIX | Default GL's enabled by ST causing export errors. Rename unused to "DO NOT USE." |
| FIX | Multiple income accounts. Clean up unused ones to prevent errors. |
| FIX | Payment types need setup changes for proper refund workflows. |
| CHECK | Equipment types: add replacement age + replacement tag to trigger replacement opportunities. |
Other Settings
| NOT SET | Emergency fallback not set up. |
| REVIEW | Call reasons being used but review for accuracy. Affects booking rate calculation. "Cancel" should be marked as lead (CSR should save). |
| REVIEW | Job types need review. Purpose = KPI calculation + booking habits. Important for financials. |
| NOTE | Custom fields starting to become reportable. Only populate where filled out. Won't auto-populate across levels. |
| NOTE | Arrival windows set up. Can be different per business unit. |
| NEW | Kassidy turned ON: auto-copy estimate summary/photos to invoice when sold. Fixes the auto-populate issue. |
💬 03. Key Kassidy Quotes
"You guys are trying to put the cart before the horse. You're trying to put in automation, and you're trying to put in extra things, which are really good and they do help, but you don't have any bit of the basics down. You're literally out here just trying to run a marathon before anyone's taught you how to crawl."
-- Kassidy Nielsen, on BSP's biggest configuration mistake
"You won't get marketing out of anything until you fix your guys's habits."
-- Kassidy Nielsen, on why marketing data is broken
"Your inpatients are running your asylum, meaning your technicians are not following process. You guys don't have a process in place, and it takes manual teaching and then manual doing. You can't put computers in every spot."
-- Kassidy Nielsen, on why automation alone won't fix this
"Taking away things like their ability to see their next jobs or their ability to self-dispatch is an ego hit. They'll only do it a couple of times and then they'll stop. Or you realize they're not on your ship."
-- Kassidy Nielsen, on enforcing compliance
"There's always an opportunity of sale. It's not being a sleazy salesman. It's giving the customer informed decisions to choose. They called you to look at something. You know what the answer is. They don't. You deserve to earn money for that."
-- Kassidy Nielsen, on why every job needs an estimate
⚙ 04. SOP: Same-Day Job Lifecycle
This is THE core workflow. Every dollar of revenue depends on this process being followed every single time.
Customer Calls
➔
CSR Books Job
Job type + summary
➔
Tech Dispatched
➔
Tech Arrives
Dispatch > Arrive
➔
Diagnose
➔
Create Estimate
ON MOBILE
➔
Sell Estimate
"Do Work Now"
➔
Complete Work
➔
Collect Payment
➔
Debrief
Call dispatcher
➔
Batch & Post
➔
Export to QB
GREEN = Working RED = Broken (this is where it falls apart)
Step-by-Step Process
1
Customer calls (913) 963-1029
Ashton answers. Creates job in ServiceTitan. Fills in: customer info, job type (NOT "General Plumbing" unless truly general), job summary describing the issue, lead source if known. Books on dispatch board.
2
Tech is dispatched
Dispatcher assigns tech. Tech sees job on iPad. Tech taps Dispatch when leaving for job.
3
Tech arrives on site
Tech taps Arrive on iPad. GPS auto-arrival should trigger if set up (check tech GPS is pinging). Tech reviews job summary. Diagnoses the issue.
4
Tech creates estimate ON MOBILE (CRITICAL)
Tech opens iPad, creates estimate with name + summary + line items from price book. MUST be started on mobile device -- this is the ONLY way to auto-populate the Sold-By field. If created from office, Sold-By = null = no commission credit = no KPI tracking. Even for $0 diagnostic visits, create an estimate (dispatch fee line item).
5
Customer approves. Tech sells estimate.
Tech taps Sell on the estimate. System asks: "Do work now or do work later?"
SAME DAY = "Do Work Now" -- this transfers all estimate items to the invoice automatically.
RETURN VISIT = "Do Work Later" -- see Multi-Day SOP (Section 06).
6
Tech completes work
Tech finishes repair/install. Verifies everything working. Gets customer confirmation: "Are you satisfied?"
7
Tech collects payment
Collects credit card, check, or confirms financing (GreenSky). Payment MUST be recorded in ServiceTitan immediately. If credit card: run through ST payment processing. If check: record check number and amount. If financing: record financing approval and apply.
8
Tech calls dispatcher for DEBRIEF (MANDATORY)
Before driving to next job, tech calls Ashton. See Debrief SOP (Section 05). Dispatcher checks: estimate sold, invoice has items, payment collected, summary filled in. If all good: tech gets next call.
9
Dispatcher batches the job
Batching = telling ST "this work is done, my accountant can have it." Job moves to batch queue. This is what makes revenue visible in reports and AR.
10
Post and export to QuickBooks
Batched invoices get posted and exported to QB. This is where revenue becomes real in accounting. Must happen daily.
📞 05. SOP: Tech Debrief Process
Kassidy: "The debrief process is really the game changer." This is what separates top-performing ST clients from the rest.
After Every Job: Tech Calls Dispatcher
1
Tech calls before driving to next job
"Dispatcher, I've completed my work. I've done everything I'm supposed to."
2
Dispatcher checks the job (Ashton's checklist):
- Was an estimate created? (If no: "Go create one now")
- Was the estimate sold or dismissed with notes?
- Does the invoice have line items and a total? (Not $0?)
- Is the invoice summary filled in?
- Was payment collected? If so, is it recorded in ST?
- Is the Sold-By field populated? (If null: note for manual fix)
- Are photos attached?
- Is the job status correct?
3
If sold work is not being done today:
Dispatcher asks: "Do we need to order parts? When can we return?" Dispatcher books the return visit FROM the sold estimate (initiates booking from estimate, books new job/visit).
4
If everything checks out:
Dispatcher gives tech their next call. Dispatcher batches the completed job.
5
If tech didn't complete something:
First offense: Verbal reminder, complete it now over the phone.
Repeat offense: Note it. Bring up in weekly standup. Consider permission restrictions.
Daily Dispatcher Closing Duties Ashton
- Run the $0 Invoice Report (created by Kassidy, see Reports section)
- Cross-reference with day's completed jobs
- Follow up with techs on any jobs missing invoices
- Batch all verified jobs
- Note any techs who consistently skip steps (for standup)
📅 06. SOP: Multi-Day / Return Visit Jobs
When Work Can't Be Done Same Day
1
Tech sells estimate, selects "Do Work Later"
Items stay on estimate (not transferred to invoice yet). Job gets a $0 invoice for the diagnostic visit.
2
Tech debriefs with dispatcher
"I sold the estimate but we need to return tomorrow to install. [Parts needed / scheduling reason]."
3
Dispatcher books return visit FROM the sold estimate
Go to the sold estimate. Click Initiate Booking. This books a new visit/job linked to the estimate. Revenue sits where the invoiced work will be completed. First visit = sale credit. Second visit = revenue + labor.
4
First visit gets batched as $0 (diagnostic)
This is a legitimate $0 job. The tech went out, diagnosed, and sold work. Revenue appears on the return visit.
5
On return visit: tech completes, collects, debriefs
Standard same-day flow from this point. Invoice should auto-populate with sold estimate items (Kassidy turned this setting ON during the call).
WRONG WAY (what techs are doing now): Tech selects "Do Work Now" even though work is tomorrow. Then items land on today's invoice but work isn't done. OR: tech adds additional appointments to the same job, which messes with invoice completion dates and lets techs close out early.
If Items Are on the Wrong Invoice
- Go to the invoice with the items that shouldn't be there
- Click the X next to each item
- Pop-up asks: "Are these items going to be done on a different job?"
- Click YES -- this returns items to the sold estimate pipeline
- Now go to the sold estimate and book a new visit from it
- If work was already done elsewhere and items are truly dead, click NO -- removes from follow-up
💰 07. SOP: Payment Collection & Recording
The #1 accounting issue: payments are being received but NOT recorded in ServiceTitan. Checks come in, credit cards get run outside ST, GreenSky financing gets approved but not applied. Result: ST shows money owed that was already collected.
Payment Recording Rules
1
Credit Card (on site)
Tech runs credit card through ServiceTitan's payment processing. Payment auto-applies to invoice. Done.
2
Credit Card (phone payment to office)
Whoever takes the payment MUST record it in ST and apply it to the correct invoice. Not "I'll do it later." Not in a notebook.
3
Check
Record check number and amount in ST payment. Apply to the correct invoice. If check is received at office, office records it. If tech receives it in field, tech records it OR immediately tells dispatcher to record.
4
GreenSky / Financing
When financing is approved and funded, record the payment in ST as GreenSky payment type. Apply to the invoice. Verify the payment shows as applied, not "pending."
5
CRITICAL: Payments must be applied to the correct invoice
Kassidy found payments applied to random invoices on wrong customer accounts. The $14K owed to "Ryan" was actually paid but applied to a different invoice. This creates fake AR.
The Rule
All work should be: collect upon completion unless otherwise specified beforehand.
If a customer calls in to give payment, ANYONE should be able to take it and apply it. Or take it and add as a credit for someone else to apply later. But it MUST be in ServiceTitan.
📝 08. SOP: Estimate Workflow
Kassidy: "Every job requires an estimate. Even if the tech just looked at something and it's fine, there's always an opportunity of sale."
Estimate Rules
| Scenario | What Tech Does | Estimate Required? |
|---|
| Customer has a real problem, tech can fix same day | Create estimate on mobile. Sell. "Do Work Now." Complete. Collect. | YES |
| Customer has a problem, needs return visit | Create estimate on mobile. Sell. "Do Work Later." Debrief. | YES |
| Customer has a problem, declines repair | Create estimate on mobile. Customer declines. Dismiss with notes. | YES |
| Diagnostic only, nothing wrong | Create estimate with dispatch/diagnostic fee. Note findings. Complete. | YES |
| Tech sees additional issues (upsell) | Create additional estimate options. Customer chooses. Tech earns add-on revenue. | YES |
Sold-By Auto-Population
The ONLY way Sold-By auto-populates: Tech starts the estimate on the mobile app in the field. If anyone creates the estimate from the office, Sold-By = null. Period. There is no setting to change this.
- If office creates estimate for tech: tech gets NO Sold-By credit
- If Ashton sells an estimate on behalf of a tech: Ashton must manually set Sold-By
- For salesmen with office AND mobile profiles: label them "Mobile" or "Office" in profile settings. Only "Mobile" profiles hit KPI dashboards.
Unsold Estimate Follow-Up
Kassidy recommends a 1-3-7 follow-up cadence:
- Day 1: Follow up the next day
- Day 3: Second follow-up
- Day 7: Final follow-up, then dismiss if no response
Some clients give techs 2 weeks to sell, then it's free game to the office. If office sells it, they get part of the commission (incentivizes both sides).
💷 09. SOP: AR Cleanup Process
Cleaning Up the 113 Stuck Jobs
1
$0 Jobs (99 of 113) Ashton
Go through each one. If no money associated and no future need: Cancel. For jobs close to today's date, verify we don't need to reschedule for future. Mark as "Duplicate" or appropriate cancel reason.
2
Jobs with money (14 of 113) Stephanie/Kalen
Manager reviews individually. For each: Was this money actually collected elsewhere? If yes: delete the fake invoice items (X next to items, say NO to "done on another job?"), then cancel the stuck job. If money is genuinely owed: reschedule or pursue collection.
3
For jobs where payment was received but not recorded
Two options (confirm with Kathy/Trisha):
Option A: Create payment type called "AR Fix." Apply payment to clear invoice. Manage on accounting side separately.
Option B: Bad debt write-off (consult accountant team).
4
Going forward: Line in the sand
Decide: Do we clean up everything historically, or do we say "from April 1 forward, it's correct" and only pull reports from that date? Kassidy: "It depends how much you want to clean vs. move forward."
📞 10. SOP: Call Booking & Job Types
CSR Booking Checklist Ashton
- Customer info: name, address, phone, email
- Job Type: Select the most specific applicable type (NOT "General Plumbing" unless truly unclassifiable). Techs CANNOT change job type -- only CSRs set it.
- Job Summary: Write detailed description of why customer is calling. This is what the tech reads to understand the job.
- Lead Source: Fill in if known (note: lead source custom field must be filled at JOB level for it to appear in job reports, not just call level)
- Book on dispatch board with appropriate arrival window
- Customer notification triggers automatically (text with tech info, ETA)
Job Types Strategy
Kassidy: "I like broad is better. Job types can be as granular as you want, but remember they're for reporting. You'd never report on 'broken sewer' vs 'clogged sewer.'"
Recommended structure for residential plumbing:
| Job Type | Purpose | Reports On |
|---|
| Sewer Repair | All sewer line repair work | Revenue by service category |
| Sewer Replacement | Full sewer line replacement | High-ticket tracking |
| Drain Cleaning | Drain clearing, camera, etc. | Volume vs revenue |
| Water Heater | WH repair + replacement | Service category performance |
| Leak Detection | Leak detection work | Diagnostic upsell tracking |
| Gas Line | Gas line repair/install | Specialty service tracking |
| General Repair | Faucets, toilets, misc | Catch-all (target: under 20%) |
| Maintenance | Membership/recurring visits | Membership ROI |
| Warranty/Callback | Return for warranty work | Quality tracking (check "is recall") |
Tags can be used for temporary tracking (specials, promotions) without creating permanent job types. Tags are easier to add/remove and still reportable.
🔒 11. Permission Lockdown Plan
Kassidy already removed some permissions for Scott during the call. Below is the full lockdown plan.
Remove from ALL Techs
| Permission | Why Remove | Status |
|---|
| Pause an Appointment | Techs pause jobs that then disappear after 5. Creates stuck jobs. | REMOVE |
| Place Job on Hold | Tech leaves and job sits forever. Hold is for dispatcher managing materials. | REMOVE |
| Reschedule Job | Tech should not reschedule. Dispatcher manages the schedule. | REMOVE |
| Book Jobs (Mobile) | Only on-call tech should book from mobile. Remove from all others. | REMOVE |
Escalation Permissions (Problem Children)
| Permission | When to Remove | Impact |
|---|
| Dispatch to Job (self-dispatch) | After continued non-compliance with debrief process | Tech must wait for dispatcher to assign. Ego hit. Very effective. |
| View Next Jobs | Nuclear option. Use after dispatch removal fails. | Tech can only see current dispatched job. Must refresh iPad after dispatcher assigns. |
Kassidy: "Talk to techs FIRST before removing permissions. Also talk to office about having to manage them at that moment."
Keep / Add for Techs
| Permission | Why |
|---|
| View Historical Details | See property history. Helps with diagnosis and upsell. |
| Property Data | See equipment, past work. Enables better estimates. |
| Lead Tech Permissions | For multi-tech jobs. Lead can dispatch/arrive/complete for team. |
Scott (Specific Problem) PRIORITY
Stephanie identified Scott as a "problem child." Kassidy already removed permissions during the call:
- Dispatch to Job -- Removed during call
- View Next Jobs -- Set to dispatch job only
- Now someone must dispatch him and he must refresh iPad to see his assigned job
Admin Role Warning
Kassidy: "Any employee with Admin Title can call ServiceTitan and get your entire database info." Only owners should have Admin. Create mid-level management roles with needed permissions instead.
Currently: only 1 Admin. Review who has it. If it's not Stephanie or Kalen, change it.
📈 12. Reports & Automations
$0 Invoice Report (Created by Kassidy During Call)
LIVE IN ST Kassidy built this during the meeting.
| Column | Purpose |
|---|
| Job Number | Link to job |
| Primary Tech | Who was assigned |
| Invoice Total | Filter to $0 to find problems |
| Date of Completion | When work was done |
| Scheduled Date | When it was booked |
| Business Unit | Service category |
| Job Type | What kind of work |
| Customer Name | For identification |
| Location Name | For multi-location customers |
Filter: Invoice Total = $0 | Job Completion Date = Last 30 days
Group By: Job Type (to see patterns)
Access: All team members can view and edit except Audrey and Jordan.
Sold-By Null Report (Created by Kassidy During Call)
LIVE IN ST
Shows all estimates with null Sold-By field. Filter to null = shows $38K in unattributed sold work (last 30 days). $492K total under null historically. Someone needs to go through and manually assign Sold-By.
Reports to Build
| Report | Purpose | Who Builds |
|---|
| Stuck Jobs (scheduled before today) | Find jobs that should have been completed/canceled | Kassidy (Tuesday) |
| Custom Dashboard Tile: Jobs >7 days not completed | Visual alert on dashboard | Kassidy (Tuesday) |
| Pending Estimates >60 days | Follow-up or dismiss old estimates | Kassidy (Tuesday) |
| Tech Scorecard (with Sold-By) | Track individual tech performance | After Sold-By cleanup |
Zapier Automations (Robert to Build)
| Automation | Trigger | Action |
|---|
| $0 Invoice Alert | Job completed with $0 invoice total | Email Stephanie + Ashton |
| Stuck Job Alert | Job sits incomplete for 24+ hours | Email dispatcher |
| Job >7 Days Scheduled | Job in scheduled status >7 days | Email Stephanie weekly digest |
Kassidy confirmed ST can't do these alerts natively, but Zapier can. Robert has Zapier access.
⭐ 13. Membership Program Setup
What Kassidy Confirmed ServiceTitan Can Do
| YES | Handle billing for memberships (monthly/annual) |
| YES | Auto-schedule annual inspection when member enrolls (Recurring Services) |
| YES | Apply member discount percentage at invoice time |
| YES | Specify discount by task type or business unit |
| YES | Report on membership sales, add-on revenue, renewal rates |
Membership ROI Tracking (How Top Clients Do It)
Kassidy: "Memberships are a loss leader. I don't look at how much money I'm bringing in. I look at how many people are coming into my family and how many times do we go back out to their home for additional work."
- Track: Number of members enrolled
- Track: Add-on sales from maintenance visits (the real revenue)
- Track: How many times we return to member homes
- Track: Commission/spiffs on membership sales
- Don't track: Monthly subscription revenue as profit (it's access, not income)
Membership setup tabled until Brenda conversation (per Stephanie, Mar 16). Kassidy can help configure tiers (Essential/Premium/VIP) when ready. BSP already has Experiment #19 for this.
📦 14. Winn Supply Integration
Setup Steps (Kassidy walked through during call)
1
Go to Settings > Vendor Integrations
3
Enter:
- Winn Supply company/account number (need from BSP)
- Postal code:
66213
4
Click Next. Integration connects.
5
Go to Update section
Click update to pull in current pricing. Auto-update setting: turn on for COST only. Manually review name, code, description changes before accepting.
6
Tech daily routine:
Every morning, techs must: Download Price Book + Sync Changes on their iPad. Winn Supply updates pricing overnight, so morning sync gets latest costs.
This lets techs show customers real material costs on-site. Builds trust. Shows transparency on pricing.
💲 15. QuickBooks Reconciliation
Kassidy: "You guys just have a lot of revenue sitting here. It's never been sent to QuickBooks." The connection exists but revenue isn't flowing because jobs aren't batched/posted.
The Chain
Tech Completes Job
➔
Dispatcher Batches
➔
Post Invoice
➔
Export to QB
➔
QB Reconciles
Everything after "Dispatcher Batches" is where it breaks. Revenue sits unbatched forever.
Issues to Fix with Kathy/Trisha
- GL Accounts: ST enabled default GLs that cause export errors. Rename unused ones to "DO NOT USE"
- Income Accounts: Multiple income accounts. Clean up unused ones
- Expense Accounts: Default expense account likely wrong. Needs matching to QB
- Payment Types: Need setup changes for proper refund workflows
- Unbatched Revenue: Massive backlog of revenue never posted/exported. Need Kathy to help clean up
- Add BSP Accountant to ST: Go to Employees > Add > fill in info, give accounting role with proper permissions
📅 16. Cleanup Timeline & Meetings
March 23, 2026 (Today)
Kassidy Meeting #1 -- Completed. Issues identified. $0 report created. Sold-By report created. Scott permissions restricted. Auto-copy estimate-to-invoice setting turned ON.
March 24-28 (This Week)
Immediate Actions:
- Remove permissions from ALL techs (pause, hold, reschedule, mobile booking)
- Ashton starts running $0 Invoice Report daily
- Begin 113 stuck job cleanup (Ashton: $0 jobs, Stephanie/Kalen: $$ jobs)
- Add BSP accountant to ServiceTitan
- Get Winn Supply account number, set up integration
- Stephanie emails Aaron/Kathy for QB meeting
March 31, 2026 (Tuesday)
Kassidy Meeting #2 -- 1:00 PM - 2:30 PM CST (Zoom)
Agenda: settings review, system behavior configuration, additional reports, tech training plan, answer follow-up questions from transcript review.
Week of April 6
Kathy or Trisha Accounting Meeting (Zoom)
Attendees: Stephanie, BSP accountant, Ashton, Kathy/Trisha/Caitlin
Agenda: QuickBooks reconciliation, GL cleanup, unbatched revenue, posting/exporting process, AR fix payment type.
April (TBD)
Tech Training Session (Zoom or On-site)
Kassidy trains owners/managers on mobile app. Record session. Use recording to train techs in weekly standup. Consider on-site with Kathy (couple hours from KC).
April 1 (Line in the Sand)
Clean Data Start Date
From this date forward, all processes are followed. Reports only pull from April 1+ for clean metrics. Historical data cleanup continues in parallel but doesn't block forward progress.
Ongoing (Weekly)
Monday 11 AM Standup
Include ST compliance metrics: % of jobs with estimates, % with $0 invoices, tech debrief completion rate, stuck job count. Call out non-compliance by name.
✅ 17. Action Items by Owner
Stephanie CEO Actions
- Email Aaron (Kassidy's team) to schedule Kathy/Trisha QB meeting
- Add BSP accountant to ServiceTitan (Employees > Add)
- Review 14 stuck jobs with money (with Kalen)
- Decide: clean up historical data or line-in-the-sand April 1?
- Prepare "what I need from ST" list for Kassidy 1-on-1
- Investigate Scheduling Pro charge -- cancel if not using
- Have tech accountability conversation (with Kalen)
- Forward deep dive PDF to Robert
Ashton CSR/Dispatch Actions
- Run $0 Invoice Report DAILY at end of day
- Start debrief process with every tech after every job
- Begin canceling 99 stuck $0 jobs (verify no future need first)
- Stop using "General Plumbing" as default -- pick specific job type
- When selling estimate on behalf of tech: manually set Sold-By
- Before batching: verify estimate sold, invoice has items, payment recorded
- Fill in lead source at JOB level (not just call level) for reporting
Robert Marketing/Systems Actions
- Build Zapier automations: $0 invoice alert, stuck job alert, 7-day alert
- Connect Winn Supply API in ST settings (need account number)
- Set up Nexus monitoring for $0 invoice rate (Trust Engine Equation 1)
- Add ST SOP compliance metrics to Monday standup report
- Contact George or Mason at ST about marketing scorecard / campaign tracking numbers
Kalen/Techs Field Actions
- Attend tech training session (Kassidy Zoom, recorded)
- Create estimates ON MOBILE for EVERY job (not from office)
- Follow Dispatch > Arrive > Estimate > Sell > Complete > Collect > Debrief flow
- Call dispatcher after EVERY job for debrief before driving to next
- Download Price Book + Sync Changes every morning
- Stop pausing, holding, rescheduling, or self-dispatching
- Provide Winn Supply account number to Robert
Kassidy Next Meeting Prep
- Send Read AI transcript + recording to robert.dove@callbrightside.com
- Email Aaron to schedule Kathy/Trisha accounting meeting
- Check Caitlin (accountant) availability for sooner option
- Book Tuesday March 31, 1:00-2:30 PM Zoom (DONE)
- Investigate why Sold-By shows name but report shows null
- Deep dive on that specific bug (estimate shows Sold-By when clicked but null in report)
Settings Changed During This Call
| Setting | Before | After | Who Changed |
|---|
| Auto-copy estimate summary to invoice | OFF | ON | Kassidy |
| Scott: Dispatch to Job | ON | OFF | Kassidy |
| Scott: View Jobs | All | Dispatch Only | Kassidy |
Kassidy's Bottom Line: "You guys just need some organization and accountability and expectations for all roles. To your technicians' defense, they've never been taught how to use their iPad. They've never been told what their expectations are, and they've never been told what the consequences are. Once you do, it's going to make a world of difference."