Critical Timeframe

10/4/2021 (Permalink)

It takes a team to make a Company run smoothly. What protocols does your Company have in place to make sure all your customers are taken care of in a timely manner?

SERVPRO of High Point practices the 1-4-8 rule. In our business, time is of the essence. A lot of our calls are for emergency type situations, and require a quick response time. The rules are to respond to the initial customer call within a hour. To be on site within four hours. And to be in contact with an adjuster within eight hours.  These times vary depending on each individual franchise and their workload at the time.

SERVPRO of High Point prides itself in returning a customer call within 10 minutes. Carlos and Susan work together when a call comes through after hours to make sure the customer is called back immediately. Depending on the severity of the loss, a crew will be dispatched to the site in less than 4 hours. The actual time that we respond here is more like 2 hours. That's staff coming from their homes, to the shop to get the necessary equipment, then to the job site. Those on call personnel always know to be available. Documentation and an initial call to the adjuster will be made within eight hours. This time also varies and is often shortened in order to get the necessary approvals to complete the clean up.