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One job per sheet, every touchpoint graded against a number you already track, and a fix with a name on it. The grade is only worth writing down if something changes because of it.

A RocketLevel working sheet for restoration owners and front-office leads, backed by decades of experience in the trade.

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What this is. The Customer Journey tells you to walk a recent job from the customer's side and grade each touchpoint against a number you already track, so the grade is evidence rather than opinion. This is the sheet that walk goes on.

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Rule 1: which job you walk, and why it is not the one you remember

Pick the median job, on purpose, by a method that does not let you choose.

1. List every job you closed in the last 30 days.
2. Disqualify the tails. Take out anything with a complaint, a redo, a claim, or an unsolicited five-star review. Those are the jobs you already investigated or already celebrated, and they teach you about your tails rather than about your business.
3. Rank what is left by invoice value, smallest to largest.
4. Take the median. If the count is even, take the lower of the two middle jobs. Name the boundary in advance, because the alternative is picking whichever middle job feels more comfortable.
5. If the median job is one you disqualified in step 2, take the next nearest by value that survived.

Your best job shows what the team can do when everything goes right, and you have already picked apart your worst one. The median job shows what a customer typically gets, and typical is what your review average is made of.

• Jobs closed in the last 30 days, count:
• Jobs disqualified as tails, and why:
• The median job, by file number and invoice value:
• Who walked it, and the date:

Rule 2: how to grade

On a single walk you are grading one instance, not a rate. Your 15-minute callback rate is a quarterly number. On this job, the first call was either answered live or returned inside 15 minutes, or it was not. The instance is what rolls into the rate, and the rate is what you report. Grade the instance.