No one likes waiting, especially our customers who work in a fast-paced environment. Here are some guidelines on acceptable wait times across our different channels of communication.
- Talk (A.K.A. Phone Calls) – Average Wait Time of no more than 30 seconds.
- Text – First response in less than 30 minutes (ideally much, much sooner) and any additional responses within 15 minutes of last contact (unless the customer has stopped communicating).
- Voicemails – listen, input and respond, if necessary, when phone volume is decreased and texts have been responded to with the exception of minutes before order cutoff times. During those times, listen and input before the approaching order cutoff.
- Emails – read, input and respond, if necessary during down times. Emails must be cleared out daily and before order cutoff times.