Most shops that try to motivate technicians with a leaderboard end up ranking them by revenue. That board mostly measures dispatch: whoever got sent to the 20-year-old system with a cracked heat exchanger wins the month. The tech who ran six clean maintenance visits, presented options on every one and sold two memberships is near the bottom, and figures out quickly that the board isn't about him.
TradesWork coaching starts from a different question: what does a technician control, and how close are they to a good target for it?
How the Pro Score is built
Every metric has a floor and a target. A score of 0 means at or below the floor; 100 means at or above the target. A category score is the average of its metrics that have enough data, and the technician's Pro Score is the weighted average of their categories.
Metric score
| Category | Metric | Floor → target |
|---|---|---|
| Sales | Revenue per opportunity | $0 → $600 |
| Sales | Close rate (decided proposals) | 20% → 60% |
| Sales | Options presented (three-option proposals) | 0% → 80% |
| Sales | Membership conversion | 0% → 25% |
| Quality | Callback rate (lower is better) | 15% → 2% |
| Quality | First-time fix | 60% → 95% |
| Quality | Documentation (photos and summary) | 30% → 95% |
| Efficiency | On-time arrival | 60% → 95% |
Default weights are Sales 40, Quality 35 and Efficiency 25. Owners can change them. Each metric needs at least 5 jobs in the period to count, and a technician needs at least 5 finished jobs and data in two categories to get a ranked score. Below that, My game says the score counts once they have enough jobs, rather than showing a misleading number.
Average ticket, sold estimates, memberships sold and customer rating (from review requests, once there are three ratings) are shown on the scorecard but not scored.
Office players get their own score from same-day assignment (30% → 90%), time to schedule (48 hours → 2 hours), confirmation rate (20% → 80%), and, if you grade calls, call score (50 → 90) and AI booking rate (40% → 85%) from call scorecards.
Points, levels and badges
Points are the day-to-day feedback, so they reward actions, not outcomes the tech can't control.
| Action | Points |
|---|---|
| Option sold (worth $50 or more) | 40 |
| Proposal with three or more priced options | 10 |
| Membership sold | 50 |
| On-time arrival (up to 8 a day) | 10 |
| Documented job (2+ photos and a real summary) | 15 |
| First-time fix (after a clean 30-day callback window) | 20 |
| Five work days in a row with no callback | 50 |
| Challenge completed | 100 |
| Half or more of a sold estimate refunded | −40 |
Points add up to lifetime levels: Rookie, Apprentice at 150, Journeyman at 400, Pro at 800, and on through Senior Pro, Ace, Master Tech, Elite and Legend to Hall of Fame at 8,000. Eleven badges mark milestones like First Close, Good Better Best (10 three-option proposals), Comfort Closer (10 memberships), Picture Perfect (20 photo-complete jobs), Clockwork (15 on-time arrivals in a row) and Zero Callbacks Month.
After a sale or a finished visit, the tech's phone shows a short toast like "+40 pts, close streak 3." Badges, level-ups and finished challenges get confetti, which is skipped when the phone's reduced-motion setting is on.
Rules that keep it honest
Built-in guards against gaming
- Revenue earns no points; a tech needs data in two categories to be ranked
- Options sold under $50 earn nothing, and refunds claw back 40 points
- Options presented counts only distinct priced totals, so three copies of the same price don't count
- Close rate uses decided proposals; open proposals on finished jobs count as not sold
- On-time points cap at 8 a day, and early counts as on time, so racing isn't rewarded
- Documentation needs two photos and a summary of at least 20 characters
- First-time-fix points wait until the 30-day callback window closes clean; planned membership visits aren't callbacks
- Points come from the underlying records and are rebuilt from them, so they can't be edited by hand
One known gap: someone with dispatch permission can reassign finished work between technicians, which moves the credit. The audit trail records it, and it's worth a look if a number jumps.
Challenges that move one number
Owners, admins and dispatchers can create challenges. A challenge has a measure, a target, a start and end (up to three months), an optional league and an optional reward of up to 120 characters in your own words.
- Personal target: each person works toward their own number. Example: document 6 jobs with photos this week, reward "$25 gas card."
- Team goal: everyone contributes to one shared number with no ranking. Example: 8 memberships this month, reward "Team lunch on us." Team goals run even when boards are private.
Progress updates automatically from job data. Hitting the target adds 100 points and a Challenge Champ or Team Player badge. TradesWork doesn't pay the reward; you do. If it's a gift card, the IRS says cash equivalents like gift cards are taxable and never count as a de minimis fringe benefit, so run them through payroll.1 Coaching isn't connected to performance pay; commissions and bonuses there run on sold, completed and collected amounts.
Privacy, boards and the shop TV
The default is that each technician sees only their own scorecard. From there you can loosen it in steps:
- Show rank position: techs see "#3 of 8" with no names.
- Make a league board public: the owner switches it on (it's audited), and it shows only people who opted in from My game. Ranks are computed among opted-in people only.
- Shop TV: a read-only link for a screen in the shop with first names of opted-in people on public leagues, team goals and badges. One link per company, revocable anytime.
Public boards show the Pro Score as the top five plus the viewer, with names like "Luis O." There's no bottom-five list. Managers with reporting access see every scorecard with drill-down to the jobs.
How it compares to ServiceTitan
ServiceTitan's Field Pro, which records conversations when the tech arrives, offers AI performance summaries, coaching recommendations and scorecards that score every call against your field process. Its product page doesn't describe leaderboards, points or badges.2 TradesWork coaching works from job data you already have and doesn't require recording anyone; conversation scoring is a separate, consent-first option.
Who it's not for
If you pay purely on commission and want a revenue leaderboard, this will feel soft; that's a choice, not a missing feature. Shops under four technicians may find leagues and boards overkill, though the personal scorecard and coaching cards still help a one-on-one. And if your techs don't close jobs, attach photos or build proposals in TradesWork, most metrics will show a dash: coaching measures what's recorded.
Footnotes
-
IRS, De minimis fringe benefits. https://www.irs.gov/government-entities/federal-state-local-governments/de-minimis-fringe-benefits ↩
-
ServiceTitan, Field Pro, checked October 2026. https://www.servicetitan.com/features/pro/field ↩
