Most plumbing companies don’t fail because they lack leads. They struggle because they don’t measure the right things.

In this episode of Learn with PipeWrench, Paul Benton sits down with Jim Lusardi, a home service operations consultant with more than 20 years of experience helping contractors improve profitability through better systems, stronger accountability, and smarter operational management.

Jim shares the five key performance indicators (KPIs) he believes every plumbing company owner should monitor. Together they discuss how these metrics reveal the health of an entire business – from the first phone call through customer satisfaction, collections, and long-term profitability.

Whether you operate five trucks or fifty, this episode provides practical ideas you can implement immediately.

“Owners don’t need dozens of KPIs. They need a handful that tells them whether the business is healthy.” — Jim Lusardi

• Why Customer Satisfaction (CSAT) is different from Google Reviews—and why you need both.
• How faster speed-to-lead directly increases booked jobs.
• Why revenue per truck is a better measurement than total revenue.
• How better accounts receivable management improves cash flow.
• Why callback rate exposes operational weaknesses before they become expensive.
• How AI can improve operational efficiency without replacing your office staff.
• The single KPI Jim believes every plumbing company owner should think about at 3:00 a.m.: Quote Turnaround Time.