Setter Weekly Scorecard

Week of Aug 24 – Aug 30 vs Aug 17 – Aug 23 · the teaching card — the patterns behind the bookings, by client · retainer clients in, leads-only accounts out.

From Monday's all-hands card76 appointments ▼ 1 WoW214 leads ▼ 8 WoW7% dispute rate ▼ 9 pts WoWopen the all-hands card →

Called → booked contacts the setters called this week → booked the same week · the lead → appointment booking rate lives on Griffin's Booking Rate Pulse; this is the setters' effort → outcome number

29% ▼ 2 pts WoW

57 booked of 196 contacts called (last week 66 of 215). Movers: one per setter's client set, ranked by movement; a client needs 10+ contacts called this week and a prior-week rate to move.

Client	Called (last wk)	Called (this wk)	Booked	Called → booked	Δ
State Heating	15	21	5	24%	▼ 30 pts WoW
Weather Masters	20	17	2	12%	▼ 23 pts WoW
Cold AC	12	14	6	43%	▲ 10 pts WoW

All clients (13)

Client	Called (last wk)	Called (this wk)	Booked	Called → booked	Δ
TruLine Heating and Cooling	24	27	5	19%	▼ 19 pts WoW
Boost Air	41	25	7	28%	▲ 16 pts WoW
Sam's Air Control	29	24	8	33%	▼ 15 pts WoW
Hughes Heating and Air	10	16	5	31%	▼ 9 pts WoW
Quality Pro Services - South Charlotte	19	14	2	14%	▼ 2 pts WoW
Quality Pro Services - Charleston	12	13	4	31%	▲ 6 pts WoW
AirBear STL	5	7	4	57%	low n
Paradise Heating	5	6	4	67%	low n
Heating & Air Paramedics	5	6	4	67%	low n
Quality Pro Services - North Charlotte	17	6	1	17%	low n

Qualification collected of this week's booked appointments — did we LEARN the system's age and whether the unit is working? Asked or volunteered, on the phone or in the thread; wording irrelevant.

43% both known · phone-connected bookings flat

Path to the booking	Bookings	System age known	Unit working known	Both
Phone connect before booking	51	27 of 51 · 53%	27 of 51 · 53%	43%
Text / DM only	11	3 of 9 · 33%	2 of 9 · 22%	22%

90-day baseline (Jun 2 – Aug 30)

Path to the booking	Bookings	System age known	Unit working known	Both
Phone connect before booking	239	147 of 239 · 62%	149 of 239 · 62%	50%
Text / DM only	46	14 of 43 · 33%	10 of 43 · 23%	19%

Phone connect = a connected call with the homeowner before the booking; everything else is text / DM only — the two paths are measured separately on purpose (Griffin's split). 60 of 78 bookings this week had a classified conversation · 2 matched a contact but no verdict yet (classifier catches up nightly) · 16 had no conversation record in calls.db.

Touches before a booking outbound calls + setter-sent texts and DMs up to the booking · automated sends (workflows, campaigns, reminders) NEVER count

avg 2.8 touches ▼ 1.4 WoW

of which calls 1.7 · texts 0.9 · FB/IG DMs 0.2 — setter-sent only; workflow and campaign sends are excluded. 32% of this week's bookings landed on touch 4 or later (last week 36% · 90-day baseline 39%; 90-day avg 4.1 touches). Bookings with no setter-initiated touch on record (homeowner called or wrote in first): 0 this week, 1 in 90 days — not in the averages.

Bookings by touch count · share of the row	1	2	3	4	5	6	7	8+
This week (n=62)	31 · 50%	5 · 8%	6 · 10%	8 · 13%	5 · 8%	1 · 2%	2 · 3%	4 · 6%
Last week (n=70)	38 · 54%	6 · 9%	1 · 1%	3 · 4%	7 · 10%	1 · 1%	2 · 3%	12 · 17%
90 days (n=284)	126 · 44%	25 · 9%	22 · 8%	25 · 9%	23 · 8%	7 · 2%	12 · 4%	44 · 15%

The teaching stat: 41% of never-booked leads (833 of 2055, last 90 days) were dropped after 2 touches or fewer — while 39% of bookings landed on touch 4 or later. The data says keep going past where it feels done.

Channels how bookings happen and where homeowners answer · last 90 days (Jun 2 – Aug 30)

18% of this week's bookings were text / DM only — no phone connect first flat

Outreach channel	Unique contacts touched	Of those, booked	Touch → booked
Call	2258	282	12%
Text (SMS)	1596	133	8%
FB / IG DM	1244	69	6%

Unique contacts, not attempts — a contact called four times counts once in the Call row; the same contact can appear in more than one row if it was reached on more than one channel.

Where homeowners reach us (inbound, contacts, 90 days): Messaged us on FB / IG 2332 · Texted us 1342 · Called in / answered 375

Cancel forensics not the rate (that lives on the all-hands card) — the pattern behind it, last 90 days · dispute reasons, last 4 weeks

Call → appt gap when booked	Appts	Canceled	Cancel %
0–2 days	259	31	12%
3–5 days	58	5	9%
6+ days	17	5	29%

Read this carefully: the longer-gap buckets are still thin (fewer than 30 appointments each) — one cancellation swings them by whole points. Treat any difference as a hypothesis to watch, not a finding to act on.

Why booked appointments were disputed (last 4 weeks, 61 total): Canceled 39 · No credit 20 · Out of range 2

Auto-generated Tuesdays 11:00 AM Central — master sheet (bookings, kills), calls.db (calls, message metadata, qualification verdicts from the nightly classifier), the setter-workspace roster (mover picks), Monday's all-hands numbers (strip, echoed not recomputed). Questions → #setters-chat.