SOP 5.1 Non-Negotiable

Core Customer Service Standards

Applies to: Customer Service Staff Operations Manager
💬 Customer Service & Sales
1 min read Updated February 6, 2026
  • Speed wins — respond ASAP
  • Quotes are sent immediately without qualification
  • Transparency is mandatory — no hidden fees
  • We do not price match
  • Only approved discounts and fee rules may be used
  • Safety and reliability override convenience

Inquiry Priority Order

  1. Website Form
  2. Phone Calls
  3. Text Messages
  4. Email Inquiries

Response Time Standards

  • Missed calls returned within 15–30 minutes (ASAP preferred)
  • Emails answered within 15–30 minutes
  • Text messages answered within 15–30 minutes

ASAP is always the goal. Customers will contact another company if response is delayed.