Glossary
The Service Pro Glossary
32 plain-English definitions for the pricing models, compliance rules, and operational concepts that drive every trade business.
Pricing & Estimating · 3
- Accessorial Fees
Add-on charges for services beyond standard pickup and delivery (stairs, long carry, packing, shuttle).
- Cubic Foot Pricing
A moving-industry pricing model that charges per cubic foot of inventory loaded onto the truck.
- Linear Foot Pricing
Charging based on how many linear feet of a trailer the customer's goods occupy.
Operations & Dispatch · 11
- Burden Rate
The multiplier on direct wages that captures payroll taxes, workers' comp, benefits, and PTO.
- Crew Size
The number of movers/technicians assigned to a job, scaling rates and capacity together.
- Dispatch
Assigning jobs to crews/trucks and routing them across the day.
- First-Time Fix Rate
Percentage of service calls resolved on the first visit — the top customer-satisfaction driver in trades.
- Fleet View
A calendar layout showing one horizontal lane per truck so dispatchers can balance loads visually.
- Job Cost
The fully loaded cost of completing a job (labor + burden + fuel + materials + truck + overhead).
- Overhead Allocation
The portion of fixed business costs charged against each job to capture true profitability.
- Route Optimization
Algorithmically ordering stops across one or more vehicles to minimize total drive time and fuel.
- Service-Level Agreement (SLA)
A formal commitment to a response or resolution window (e.g. "on-site within 4 hours").
- Truck Stock
The parts and materials inventory carried on each service vehicle.
- Work Order
The internal document that authorizes crews to perform the job and captures completion details.
Compliance & Legal · 7
- 110% Rule
FMCSA rule capping how much a non-binding mover can collect at delivery (no more than 110% of the estimate).
- Bill of Lading (BOL)
The legal contract between customer and carrier required by FMCSA on every interstate move.
- Binding Estimate
A FMCSA-recognized quote that locks in the price as long as the inventory matches what was surveyed.
- Carmack Amendment
Federal law setting carrier liability for damaged goods at $0.60 per pound per article, unless full-value protection is purchased.
- Certified Weight Ticket
A scale receipt proving the actual weight of a shipment, required by FMCSA on non-hourly interstate moves.
- Full Value Protection (FVP)
Upgraded moving insurance where the carrier repairs, replaces, or pays declared value for damaged items.
- Tariff Pricing
A published rate schedule (per cwt or per cubic foot) used to price interstate moves.
Sales & Quoting · 5
- Close Rate
Percentage of qualified estimates that convert to booked jobs.
- Estimate vs Quote
An estimate is a price approximation; a quote is a binding offer to do the work for that price.
- Lead Response Time
How fast a business responds to a new inquiry — the #1 conversion predictor.
- Qualified Lead
A lead that meets your service area, job-size, and timing criteria.
- Video Survey
A live or recorded walkthrough that replaces an in-home visual estimate.
Marketing & Growth · 4
- Cost Per Lead (CPL)
Marketing spend divided by leads generated. A core paid-channel KPI.
- Customer Acquisition Cost (CAC)
Total cost to convert a stranger into a paying customer (marketing + sales / new customers).
- Lifetime Value (LTV)
Total revenue (or gross profit) a customer generates over their relationship.
- Review Velocity
Reviews captured per month — Google's strongest local ranking signal beyond keywords.