Coaching: leagues, points, challenges and the shop TV

Overview#

Coaching turns everyday work into scorecards, points, badges and challenges, built to reward good work and not just sales. Each person gets a Pro Score from 0 to 100 that balances Sales, Quality and Efficiency against fixed targets, so everyone can reach 100 and helping a teammate never lowers your score. Every number shows its formula and the jobs behind it. Boards are private by default. Technicians see only their own numbers in My game in the field app until you choose otherwise.

Before you start#

• Coaching page: owners, admins, dispatchers, accounting and viewers (viewers read only). Customer service staff are players: they see their own game, not the boards.

• Challenges: owners, admins and dispatchers create, edit and cancel them.

• Settings › People › Coaching: owners and admins (leagues, visibility, weights, points, TV link).

• Find Coaching under Reports › Coaching.

• Scores come from real work: finished visits, estimates and options, memberships, photos, arrivals and callbacks. A new company will see "—" until there's data.

Steps#

Read the boards#

1. Go to Reports › Coaching.

2. Pick a period at the top: Today, This week (the default) or This month.

3. Pick a league. TradesWork starts with Technicians and Office. An eye icon means the board is public; a crossed-out eye means private.

4. Pick a board (Pro Score or a single metric) from the chips above the table.

5. Read the table: Rank, Person, the value, vs last (movement since the previous period) and Sample. Someone below the minimum sample shows "Not ranked yet · 3 of 5". An Opted in badge means they chose to appear on public boards.

6. On the Office league, Board fill shows booked technician hours against bookable hours.

Coach one person#

1. Click a name.

2. See their Pro Score, each metric with its formula, streaks over the last 90 days, and badges.

3. Under each metric, open Why is it …? to see the records behind the number, then use them in a one-on-one.

Run a challenge#

1. On Coaching, find New challenge.

2. Fill in Name (for example "Picture-perfect week"), Measure (Points earned, Estimates sold, Memberships sold, On-time arrivals, Photo-complete jobs, Proposals with 3+ options, First-visit fixes, Confirmed bookings) and Type (Team goal or Personal target).

3. Set Target, Who (Everyone it applies to, or one league), Starts, Ends (up to 3 months) and Reward (optional), for example "Team lunch on us".

4. Click Start challenge. Progress updates live. A team goal reached shows a short celebration.

5. Use Edit (then Save challenge or Cancel edit) or Cancel on a running challenge.

Set up leagues and visibility#

1. Go to Settings › People › Coaching.

2. In Leagues and visibility, rename a league or set its Business unit, then click Save. Add one with New league, choosing For (Technicians or Office staff) and a business unit, then Add league. Keep install and service technicians in separate leagues.

3. Move a person to another league in the people table. Their Opted in status is their own choice, made in the app.

4. Click Make public to let opted-in people in that league see each other (top five plus themselves, first name and initial). Make private turns it off.

Put the board on the shop TV#

1. In Settings › People › Coaching, under Shop TV, click Create TV link.

2. Copy the link. It's shown once.

3. Open it full screen on the office TV. It shows first names of opted-in people on public boards, plus team goals and badges. No sign-in is needed.

4. Use Replace TV link for a new one, or Turn off TV link to stop it. A turned-off link shows "This TV link is turned off".

Settings that change this#

Settings › People › Coaching:

• Scoring: Sales weight, Quality weight, Efficiency weight (default 40 / 35 / 25) and Jobs before ranking (default 5).

• Show technicians their rank position: shows "You're #3 of 8" privately in their app, with no names.

• Allow revenue numbers on public boards: off by default.

• Points: what each action earns. Defaults: sold estimate 40, good/better/best 10, membership 50, on-time arrival 10 (max 8 a day), photo-complete job 15, confirmed first-time fix 20, 5 callback-free days 50, challenge completed 100, refunded sale −40; office: confirmed booking 5, same-day assignment 5. Revenue itself earns nothing. Click Save scoring and points. New values apply from now on.

Tips#

• Start with team goals. They motivate without ranking anyone.

• Use Why is it …? in coaching conversations. It points to real jobs, not opinions.

• Make a board public only after the team agrees. People still choose whether to appear.

Troubleshooting#

• "Nobody in this league yet." Fix: add people to the league in Settings › People › Coaching.

• A person shows "Not ranked yet". Cause: not enough jobs or samples this period. Fix: pick a longer period.

• First-time fix points are missing. Cause: they're awarded only after the 30-day callback window closes clean.

• The TV says the link is turned off. Fix: create a new link in Settings and open it on the TV.

• Coaching isn't in my menu. Cause: Customer service and technicians see their own game only.

FAQ#

Can someone game the points? Several safeguards apply: sales under $50 earn nothing, refunds take points back, on-time points are capped, documentation needs real photos and a summary, and nothing rewards driving faster.

Do technicians see each other by default? No. Boards are private until an owner makes one public, and then only opted-in people appear.

Are there AI coaching tips? Tips are rule-based today.

Coming from ServiceTitan#

ServiceTitan offers technician scorecards and leaderboards mostly focused on revenue. TradesWork weights quality and efficiency at 60% by default, normalizes every rate by opportunity, keeps boards private unless you choose otherwise, and adds points, badges, streaks, challenges and a read-only shop TV link.