Technician retention in the home services industry—whether in pest control, lawn care, plumbing, HVAC, or electrical—is no small feat. With high demand, seasonal fluctuations, and the constant challenge of finding skilled technicians, even the most successful and experienced businesses can find themselves searching for answers.

The impact of turnover goes beyond just hiring headaches. Did you know that replacing a single service worker can cost up to two times their annual salary? For teams already stretched thin, these costs add up fast—draining budgets, slowing productivity, and putting additional strain on your remaining employees.

In this post, we’ll walk you through how to calculate and measure your turnover rate, uncover key reasons why service workers leave, and identify strategies to retain your techs. From recognition programs and career growth opportunities to actionable insights that improve morale and productivity, these tactics don’t just boost technician retention—they help you build a stronger, more resilient business.

Let’s dive in and turn your retention challenges into a competitive advantage.

Measuring Technician Turnover: How to Calculate Turnover Rate

You can’t solve a problem without first understanding it, and technician turnover is no different. The first step to addressing technician turnover is knowing how to measure it. Lucky for you, calculating turnover is simple. With a straightforward formula, you can track monthly, quarterly, or—most commonly—annual turnover rates. 

Step 1: Find Your Average Number of Employees

To calculate your turnover rate, start by finding the average number of employees during your chosen timeframe:

(Starting Employees + Ending Employees) ÷ 2 = Average Number of Employees

If you started the year with 20 employees and ended with 15, your average number of employees would be 17.5.

Step 2: Apply the Turnover Formula

Next, determine how many employees left during that period and plug it into the formula:

Turnover Rate = (Employees Who Left ÷ Average Number of Employees) × 100

If five employees leave and your average number of employees is 17.5, your turnover rate would be 28.57%.

Now that you’ve calculated your turnover rate, the next step is comparing it to industry benchmarks to see where you stand.

Benchmark Your Turnover Rate: See How Your Business Stacks Up

Benchmarking your service worker turnover rate against industry averages can show if it's a concern or an opportunity. Compare your rate to these industry benchmarks:

• Plumbing: 22–35% annual turnover rate (Zippia)

• Pest Control: 26–33% annual turnover rate (Zippia)

• Lawn Care: 28–36% annual turnover rate (Zippia)

• Electrical: 27–32% annual turnover rate (Zippia)

Keep in mind that these are averages. If your annual turnover rate is in this range—or higher—it’s time to dig deeper. Understanding why service workers leave is the first step toward making meaningful improvements to your pest control, lawn care, plumbing, HVAC, or electrical business.

Keep in mind that these are averages, if your annual retention rate is in this range or higher, it’s time to dig deeper. 

Identifying Key Drivers of Turnover: Why Techs Leave, and How to Stop It

Why do technicians leave? Often, it comes down to feeling undervalued, underpaid, or unappreciated. Understanding the reasons behind employee departures is critical—not only to stop the cycle of turnover but also to create a work environment where technicians feel valued and motivated to stay. Pinpointing these drivers requires a proactive approach. Here are five ways to uncover the key factors influencing turnover:

1. Conduct anonymous employee surveys

Use employee surveys to gather honest feedback. Focus on targeted questions about workloads, recognition, and job satisfaction to uncover potential stressors and identify opportunities for improvement.

2. Analyze performance trends

Track key metrics such as revisit rates, average time per job, and first-time resolution rates. These data points can reveal patterns in efficiency and pinpoint employees who might need additional training or support.

3. Monitor Net Promoter Scores (NPS)

Regularly collecting NPS feedback from customers provides valuable insights into service quality and overall employee performance you can’t get anywhere else. Low NPS scores can signal disengagement or burnout in your team, while consistently high scores can spotlight top performers who need recognition and praise. By tracking NPS trends, you can proactively address issues affecting both customer satisfaction and employee retention–it’s a win-win!

4. Encourage open dialogue

Hosting regular team discussions and feedback sessions gives your team a safe space to share their thoughts. Show you’re listening by acting on their suggestions—it’s a simple way to build trust and create a workplace where everyone feels heard and supported.

5. Regular one-on-one meetings

Schedule weekly or bi-weekly one-on-ones with employees to talk about their workload, challenges, and career goals. These regular check-ins show you’re invested in their success and allow you to address concerns early.

Proven Strategies to Improve Retention and Reduce Turnover

Once you’ve established your turnover rate and uncovered its root causes, it’s time to act on those insights. Whether you gathered feedback through anonymous surveys or one-on-ones, the next step is addressing the issues impacting your ability to retain employees. Here’s how to use that information to create an environment where your team feels valued, supported, and motivated to stay:

Recognize and Reward Achievements

Employees are more likely to stay when their efforts are appreciated. Celebrating successes–whether it’s a simple thank-you, a team shoutout, or performance-based rewards–creates a positive, motivating environment where your employees can thrive. 

Keep in mind that rewards or recognition given without clear performance metrics can lead to frustration or perceptions of favoritism. Consider leveraging Net Promoter Scores or customer reviews for a more streamlined and systematic approach to recognizing employee achievements.

Businesses using Applause to monitor Net Promoter Scores, automate bonus payouts, and enable tipping have reported reductions in technician turnover by as much as 25%. For a team of 20 service workers earning $55,000 annually, this reduction translates to savings of up to $275,000 per year in hiring, training, and lost productivity. These savings are based on replacement costs estimated at 100% of an employee’s annual salary.

Offer Career Growth Opportunities

Whether you’re running a lawn care service or managing a team of electricians, investing in employee growth pays off. By offering training programs or certifications to help technicians expand their skills—whether in advanced diagnostics, specialized equipment, or emerging technologies—you not only enhance their expertise but also show a commitment to their long-term success.

Studies show that 7 in 10 employees say learning improves their sense of connection to their organization, and 8 in 10 say it adds purpose to their work. Providing opportunities for growth fosters loyalty keeps technicians motivated, and ensures your team feels valued.

Prevent Burnout Before It Starts: Warning Signs and Practical Solutions

When you think of strategies to boost retention, you may not immediately think about addressing burnout—but proactively preventing it is one of the most effective ways to keep employees engaged and motivated. Burnout is a major turnover driver, often impacting productivity, morale, and well-being before it’s even recognized.

To stay ahead of the problem, pay attention to these warning signs:

• Declining Performance: Technicians missing quotas or making more errors than usual.

• Increased Absenteeism: Frequent call-outs or showing up late to shifts.

• Changes in Attitude: A normally upbeat technician becomes disengaged, irritable, or withdrawn.

• Fatigue or Stress: Employees expressing feeling overwhelmed or physically drained.

If you suspect an employee is experiencing burnout, take proactive steps to address it. Start with a one-on-one conversation to understand their challenges and offer support. From there, consider implementing practical solutions such as:

• Flexible Scheduling: Allow technicians to swap shifts or adjust their schedules to accommodate personal needs, reducing stress.

• Mental Health Days: Offer designated days off for employees to recharge and prioritize their well-being.

• Streamlining Workloads: Use tools and software to optimize scheduling, streamline task management, and prevent technicians from feeling overwhelmed.

Small changes like these show employees that their well-being is prioritized, helping them feel valued and supported. When burnout is addressed proactively, you’re not just retaining employees—you’re creating a healthier, more engaged team.

Turn Insights into Action: Measure, Improve, and Celebrate

After implementing strategies to boost retention and reduce turnover, the next step is turning your insights into measurable, actionable results. Here’s how to keep your efforts on track and ensure long-term success:

Monitor Your Metrics

Keep a close eye on the numbers that matter most—turnover rate, NPS, employee satisfaction scores, and technician feedback. These metrics can give you a clearer picture of what’s working and where adjustments may be needed. Regularly tracking these insights helps you identify trends, measure progress, and proactively address challenges before they escalate.

Refine Your Approach

Retention efforts aren’t one-size-fits-all for home services businesses, so collecting feedback is essential. Use anonymous surveys or one-on-one conversations to learn what’s resonating with your techs and where improvements are needed. This data lets you fine-tune your approach, ensuring your retention strategies stay relevant and effective as your business evolves.

Celebrate Progress

Retention improvements deserve to be shared and celebrated. Let your team know how their feedback and efforts have been impacted by sharing key milestones—like reduced turnover rates, improved employee satisfaction scores, or positive NPS trends. Recognizing these wins reinforces the importance of your retention efforts, boosts morale, and motivates your team to keep striving for excellence.

Conclusion: Retention is a Win for Everyone

Retaining employees isn’t easy—especially in the home services industry. But it’s worth the effort. High retention rates don’t just save you money—they create stronger teams, happier customers, and a business that thrives under less pressure.

By focusing on the fundamentals—measuring your baseline, understanding why employees leave, and implementing strategies like consistent performance-based recognition, meaningful career development, and smarter hiring—you could reduce technician turnover by up to 25% (or even more).

When you get retention right, it’s more than just a metric—it’s a competitive advantage. You’re not just building a better team; you’re building a better reputation, earning customer loyalty, and creating a workplace where employees want to stay and succeed.

Ready to take the next step? Discover how Applause can help you boost retention, reward performance, and transform your business today.