Coaching that names the skill.
Every tech's close rate by play sits next to the team's. Start with a win from the data, name one play to work on, show them who on the team closes it best, and write the number down. Ten minutes a month, and the Morning Brief tells you when it moves.
Coaching
Jourdan · one-on-oneThe problem: 'work on your close rate'
A monthly number is not a coaching plan. A tech told to "close more" hears that they're failing and has no idea at what. Close rate per play changes the conversation: the same tech is third on the team at Emergency and last at Trust — they lose Trust visits in the first two minutes, and there's a teammate who wins them. That is a plan with a name, a partner and a date.
The monthly one-on-one, in ten minutes
Start with a win from the data
Their best job type or best play this month, with the sold/ran numbers. People repeat what gets noticed.
Name one play to work on
Not 'close rate' — one play. Show them who on the team closes it best and what that person does in the first two minutes.
Agree on the next three weeks
A ride-along, a specific opening question to try, or a job type to get more of.
Write the number down
Their close rate on that play today. Revisit it next month. The slow lane in the Morning Brief will flag it if it moves early.
Read across, read down
The grid is close rate per play per tech. Read across a row to coach one tech: where they win, where they leak. Read down a column to find the best coach for a play: the top tech is usually the best teacher, and the ride-along is the lesson.
| Tech | Trust | Emergency | Comfort | Coach on | Ride with |
|---|---|---|---|---|---|
| Jourdan | 15% | 49% | 36% | Trust | Brandon |
| Ronnie | 13% | 45% | — | Trust | Josh |
| Robert | 38% | 55% | 44% | Trust | Brandon |
| Josh | 46% | 64% | 51% | — | Coaches Comfort |
| Brandon | 52% | 67% | 48% | — | Coaches Trust |
Sample from a real account, names changed. Faint cells mean too few visits to judge.
The four numbers a tech sees about themselves
Your office sees four numbers about each tech, all from the company's own software.
| Number | How it's measured | How to move it |
|---|---|---|
| Close rate | Briefed visits that sold ÷ briefed visits that ran. Canceled visits never count. | Run the play. Ask the closing question. Every time. |
| Average ticket | Average sale on the visits you sold | Sell the right thing on the Research and Comfort visits; don't discount to close |
| On-time rate | Did you arrive inside the promised window? From your timesheets (ServiceTitan) | Tap On My Way honestly; leave earlier on the big ones |
| Close rate by play | Your close rate when the brief called Trust, versus Comfort, versus Emergency… | Find your weakest play; ride along with whoever wins it; ask for those visits |
The quarterly renewal math
Take the Lift (After minus Before), multiply by the number of briefed visits that ran, multiply by your average sold ticket. That's the gross value of the last quarter. Put it next to what you paid. Write both on the whiteboard.
Who it's for
What the owner gets
A coaching rhythm that takes ten minutes a tech a month and produces a number you can check next month.
What the office gets
Who rides with whom, on which play, for the next three visits — and the Morning Brief flag when it moves.
What the tech gets
One thing to work on instead of a vague number, a teammate who's good at it, and a specific question to try at the next door.
Questions people ask
Why coach on one play instead of close rate?
Because close rate is an outcome and a play is a skill. 'Work on your close rate' gives a tech nothing to do tomorrow. 'You lose Trust visits in the first two minutes — here's the opening question Brandon uses' gives them the next door.
How long before I can tell whether coaching worked?
Two to three weeks for the slow lane in the Morning Brief to notice a move; a month for the number on the play to mean something. Write it down at the one-on-one and revisit it at the next.
What's the two-tap debrief got to do with coaching?
On accounts where it's on, techs answer 'Was the play right?' after a visit. Techs who answer it get better briefs — and the answers show where the play was right and the visit was still lost, which is exactly the coaching conversation.
Can techs see their own numbers?
Yes, with a login: Briefs › History and My Profile show their own briefs, outcomes and metrics. Ask a manager for the Sales Plays view to see close rate per play next to the team's.
Keep reading
See a Scout Brief built on a real appointment from your schedule.
A 30-minute walkthrough. We pick a recent sales visit, build the brief and the audio, and walk through Today's Play as if your tech were about to knock. You decide if it changes the call.