EQUATION:  Revenue ÷ Job Count

MaidCentral Activities That Drive Bill Per Cleaning

• Rate increases/adjustments
• Increase quoting hourly rate
• Add skip/lockout fees
• Use the dispatch board for daily tracking of under/over time houses
• Add-ons available in customer portal
• Bulk rate modifications for admin fees/cc fees/etc.

Bill per Cleaning is a good representation of your overall revenue. It has a direct relationship to your payroll percent to revenue. Regular rate increases and rate adjustments, when appropriate, can raise this average and increase profits.

EQUATION: Total Quotes ÷ Number of Weeks

MaidCentral Activities That Drive Quotes Per Week

• Online booking
• Automated campaigns
• Set up your sales dashboard
• Consistent lead attribution tracking
• Have accurate availability calendar settings
• Add marketing text to online booking tool and templates

Quotes Per Week helps to identify how effective your sales and marketing efforts are. An increase in quotes is a good sign that your business has a growth opportunity and if you are pricing your jobs effectively, this should lead to increased profits.

EQUATION: Total Recurring Sales ÷ Total Quotes

MaidCentral Activities That Drive Close Rate Per Week

• Online quoting
• Automated campaigns
• Follow up with cancelled customers
• Sales dashboard settings and usage
• Lead attribution tracking
• Set up availability calendar
• Marketing text
• Discount codes

 We focus on recurring sales only for this KPI as it helps with predictable revenue and outcomes. Your close rate reflects your ability to effectively convert potential clients into ongoing paying customers. The close rate of recurring services has a major impact of the overall stability of your business.

EQUATION: Total Job Count ÷ Total Home Count ÷ Number Of Months

MaidCentral Activities That Drive Cleanings Per Home Per Month

• Add skip/lockout fees
• Campaigns to increase frequency for E4 week and E2 week customers
• Use Solo Technicians to clean more homes per day and increase production capacity with the same number of technicians
• Pre-charge customers for upcoming cleans to reduce skips

By improving this KPI, you are increasing the frequency of homes cleaned per month, which increases recurring revenue per month per customer. A higher frequency of cleanings maximize revenue from existing clients, without incurring significant additional marketing or acquisition costs that are associated with obtaining new customers.

EQUATION: Total Revenue÷ Number Of Days Worked In Time Period

MaidCentral Activities That Drive Revenue Per Technician Per Day

• Use solo technicians to clean more homes per day and increase production capacity with the same number of technicians
• Scheduling efficiency for recurring services
• Logical home zone colors to reduce drive time and increase production time
• Tracking individual employee productivity/efficiency to maximize scheduled time
• Rate adjust any underpriced homes quickly

Tracking Daily Revenue Per Technician is instrumental in assessing individual technician performance, optimizing resource allocation, providing incentives and making informed decisions about capacity planning and profitability. More predictability with your schedule aids in optimizing routes and managing workloads to maximize efficiency.

EQUATION: Current Planned Revenue Per Hour – Starting Planed Revenue Per Hour ÷ Starting Planned revenue Per Hour

MaidCentral Activities That Drive Rate Increase Per Year

EQUATION: Technician Payroll ÷ Revnue

MaidCentral Activities That Drive Direct Payroll % to Revenue

• Rate increases
• Using the dispatch board
• Customer tags to identify issues before they occur
• Pay for performance pay models
• Bulk rate modifications to increase base bill rates
• Solo technicians

This metric helps in understanding how labor costs impact overall profitability, and the efficiency of labor cost management. Understanding the percentage of revenue dedicated to direct payroll can inform your pricing strategy. Understanding this number ensures that service rates are set at a level that covers not only direct labor costs but also other operational expenses and leaves room for profit. Lowering this number has a direct impact on increasing profits.

EQUATION: Recurring Cancelations ÷ Customer Count

MaidCentral Activities That Drive Customer Attrition Rate Per Month

• Quality expectations and tracking
• Anything that increases consistency – master schedule, logical home zone colors, Site specific home notes, tags for specific situations and quality bonus programs
• Campaigns to educate customers
• Follow up with cancelled customers
• Solo technicians – more consistency
• Setting preferences and dis-preferences for applicable customers

A high attrition rate may indicate underlying issues with customer satisfaction. By understanding why clients leave, we can implement strategies to reduce attrition, such as improved communication, customized service plans, or special offers. Consistently high attrition rates can undermine the long-term sustainability of the business. By tracking attrition, we can better predict revenue fluctuations, plan for dips, and implement strategies to acquire new clients.

EQUATION: Skips + Lockouts ÷ Total Job Count

MaidCentral Activities That Drive Skip Cleanings Per Day

• Set up and enforce skip/lockout Fees
• Turn on customer portal
• Reminder notifications
• Pre-charge customers

Skip Cleanings Per Day allows us to understand the impact skips are having on our business. Enables proactive problem-solving, such as adjusting schedules, hiring additional staff, or providing additional training to the cleaning teams. Skipped cleanings directly affect a business’ revenue. By tracking this KPI, companies can assess the financial implications of missed appointments and take steps to mitigate revenue loss.

EQUATION: Excused + Unexcused + Time Off ÷ Total Days Worked

MaidCentral Activities That Drive Absentee Rate Per Day

• Set up attendance policy
• Tracking attendance and lates
• Utilize master schedule
• Enforce time off requests through their employee portal
• Broadcast messages

Absenteeism can lead to gaps in service delivery. This can directly impact customer satisfaction and retention. High absenteeism may be indicative of underlying issues related to employee satisfaction, health, or work-life balance. High absentee rates can lead to increased costs associated with overtime pay or the need to hire and train additional staff to compensate for absences. By managing absenteeism, we can control labor costs more effectively.

EQUATION: Staff Lost ÷ Staff Count

MaidCentral Activities That Drive Technician Turnover Per Year

• Paid time off policies
• Additional pay for attendance, quality, etc
• Optimize drive times
• Schedule consistency
• Utilize employee stats for performance reviews
• Turn on all tipping options
• Incentivize scorecards
• Set up captain pay

High turnover rates may indicate issues with employee satisfaction, work environment or management practices. It can also impact the consistency and quality of our cleaning services and may lead to customer dissatisfaction. Constantly having to train new staff can lead to a temporary dip in productivity. Lastly, high turnover can lead to increased costs associated with recruiting, training and onboarding new staff members.

EQUATION: Revenue – Operating Income – Costs of Goods Sold

MaidCentral Activities That Drive Operating Expense Per Month

• Using conversion rates and customer retention rates by lead source help determine the best marketing mix.
• Use online booking to reduce sales cost.
• Use automations to reduce repetitive office functions.

The investments you make in your Support Team, Marketing and Tech Stack have a huge impact on company performance. Break even revenue and jobs can be calculated based on this Core KPI. (BE Rev = Monthly Operating Expense/(1-Direct Payroll % to Revenue). Wasting money on non-productive operating expenses can hurt profits in a big way. Under spending on operating expenses can have an adverse impact on profit as well. The key to maximizing profit is not to just cut expenses, but to make purchases where the value exceeds the cost.