Q: What is the only job you can definitely show up on time for?
A: The first job of the day.
It sounds simple… almost too simple. But it can be the difference between how the top service companies structure their days vs. the rest.
The on-time arrival problem
Let's be honest: it’s hard to keep a service business on track.
You've probably heard these reasons for being late too many times:
"Traffic was worse than expected"
"The last job ran long"
"We had an emergency call"
"The dispatcher added another stop"
The problem compounds throughout the day. A 15-minute delay at 8am becomes a 45-minute delay by noon and a completely blown schedule by 4pm.
And with each delay, customer satisfaction plummets.
Why this KPI matters
On-time arrival for the first job is more than just a metric, it's the foundation that either sets your day up for success or failure.
Here's why it's so critical:
1. First impressions set customer expectations
When a technician arrives on time for the first job, they start with the customer's trust. The reverse is also true—arriving late immediately creates doubt about your professionalism and reliability.
2. It creates positive momentum
Teams that hit their first appointment on time start the day with a win. This creates positive energy that carries through the entire day.
3. It's entirely within your control
Unlike many factors in your business, the first job's timing is something you can completely control. There are no prior appointments to delay you, no unexpected complications from earlier in the day.
4. It's easy to measure
Either you arrived on time, or you didn't. There's no subjectivity or gray area, making it the perfect KPI to track and incentivize.
How top service companies structure the day
The multi-million-dollar service businesses are building their entire schedule around this KPI. Here's how they do it:
First job buffer
Elite companies schedule the first job with a 15-30 minute buffer. If your technician normally arrives at 7:30am, their first appointment is set for 8:00am or even 8:15am. This gives them time to prepare, review the job details, and ensure they arrive fresh and on time.
Realistic travel times
They calculate actual travel times between jobs—including traffic patterns for that time of day—rather than using "best case scenario" estimates. Google Maps average travel time plus 20% is a good rule of thumb.
Strategic job sequencing
The most difficult or unpredictable jobs are scheduled after lunch, not first thing in the morning. This prevents a complicated job from throwing off the entire day's schedule.
Clear morning expectations
Top companies communicate specific morning protocols: what time to arrive at the shop, when to leave for the first job, and exactly when they should be at the customer's door.
Making on-time arrival part of your culture
Here's how to build on-time arrival into the DNA of your company:
1. Measure it religiously
Track first-job on-time percentage for every technician, every day. Make this number visible to everyone in the company.
2. Incentivize it directly
Include on-time arrival percentage in your performance pay structure. Even a small incentive ($5-10 per on-time first arrival) can drive massive behavior change.
Want help on getting performance pay set up? Book a call here.
3. Create healthy competition
Post weekly and monthly on-time leaders. Celebrate technicians who hit 100% and ask them to share their morning routines with others.
4. Address the root causes
When technicians are consistently late, don't just reprimand—investigate. Are they unclear on expectations? Do they need help planning their route? Are personal morning habits causing delays?
5. Connect it to customer impact
Share actual customer feedback about on-time arrivals vs. late arrivals. Help technicians understand how punctuality directly affects the customer experience.
The downstream effects of getting this right
Companies that master this one KPI see dramatic improvements across the business:
Higher customer satisfaction
On-time arrivals are one of the top factors in positive reviews and referrals. Customers who experience punctuality once expect it every time.
More completed jobs per day
When the day starts on schedule, the entire routing plan works as designed. This could mean an additional completed job each day technician. (But remember: Don’t rush.)
Less dispatcher stress
When technicians hit their first appointment on time, dispatchers spend less time rearranging schedules and making apologetic calls to customers.
Reduced overtime costs
Days that start on schedule typically end on schedule, eliminating unplanned overtime expenses.
Better technician morale
Starting the day with a win creates momentum. Technicians experience less stress when they're not constantly running behind and dealing with frustrated customers.
Simple steps to boost on-time arrivals
Ready to make on-time arrival your competitive advantage? Start with these steps:
1. Reset morning expectations
Have a team meeting focused solely on morning procedures and the importance of the first appointment. Be crystal clear about timing expectations.
2. Add buffer to first appointments
Immediately adjust your scheduling template to add 15-30 minutes of buffer before the first job of the day.
3. Create a tracking system
Start manually tracking on-time percentages for the first jobs of the day. A simple spreadsheet works to begin with.
4. Implement a small incentive
Add a modest bonus for on-time arrivals to your performance pay structure. Even $10 per on-time first arrival can drive behavior change.
5. Celebrate early wins
Make a big deal about technicians who hit 100% on-time for their first appointments. Recognition often drives behavior more effectively than financial incentives alone.
Remember this
Showing up on time isn't just about punctuality, it's about respecting your customer's time and setting the right tone for the relationship.
When you nail this one KPI, everything else in your business gets easier.
Your customers are happier. Your team is less stressed. Your schedule works as designed. And your business becomes known as the one company that actually shows up when they say they will.
In an industry plagued by late arrivals and missed appointments, simply being punctual for that first job of the day can become your ultimate competitive advantage.
At ShareWillow, we're helping home service companies design and manage these performance pay plans.
If you want to see how simple it can be to implement a plan that transforms your business, let's chat.