Exchange Partner Agencies: Service Level Agreements (SLA) and Best Practices
By adhering to these service-level agreements (SLAs) and best practices, you’ll ensure seamless collaboration, exceed client expectations, and maximize the value you deliver.
These guidelines are designed to set you up for success. While not all recommendations are mandatory, each one represents a proven strategy to enhance efficiency, foster trust, and create standout experiences for your clients.
Service Level Agreements (SLA)
Job Acceptance and Scheduling
- Timely Responses:
- Rush Jobs: Accept or decline within 2 business hours of notification.
- Non-Rush Jobs: Accept or decline within 8 business hours of notification.
- Job Assignment:
- Assign jobs within 1 business day.
- First Attempt Timing:
- Rush Jobs: Complete the first attempt within 2 days.
- Non-Rush Jobs: Complete the first attempt within 5 days.
Service Attempts and Documentation
- Document Every Attempt:
- Use the ServeManager mobile app to log attempts within 10 minutes. If not possible, input into ServeManager within 24 hours.
- Capture Visuals:
- For residential addresses, include a photo of the premises (required for apartments).
- Completion Documentation:
- Submit all documents (Proof of Service, affidavits, invoices) within 2 business days of job completion.
- Jobs are considered complete once documentation is signed and shared.
Rates and Special Instructions
- Quoted Rates:
- Include a minimum of four attempts in quoted rates.
- Any additional costs (e.g., stakeouts) must be approved in writing beforehand.
- Special Instructions:
- Follow any written instructions provided by clients to the letter.
Legal Compliance
- Stay Lawful:
- Comply with all state and local laws.
- Ensure only qualified individuals perform services.
Best Practices: Small Reminders, Big Impact
Professionalism and Communication
- Use ServeManager’s Notes feature for real-time updates on progress, challenges, and completions.
- Respect client confidentiality and maintain professionalism, even in tough situations.
Accuracy and Attention to Detail
- Log every key detail: dates, times, locations, and even vehicles at the premises.
- Use modern tools to verify addresses and avoid errors before making attempts.
Timeliness and Diligence
- Be strategic. Research targets to optimize efficiency and reduce delays.
- Time attempts based on when they’re most likely to succeed – morning for some, evening for others.
Ongoing Learning and Compliance
- Regularly review the legal requirements in your jurisdiction. Training isn’t a “one-and-done”; it’s a continuous commitment.
- Stay sharp by auditing your records and using secure tools to manage case data.
Technology-Enabled Operations
- Track key metrics, SLAs, and quality indicators using the ServeManager Dashboard.
- Modernize your workflows to eliminate friction and stay ahead of the competition.
Safety Matters
- Be situationally aware. Watch for aggressive behavior or red flags like “Beware of Dog” signs.
- If confronted, disengage calmly and prioritize your safety.
Additional Tips and Guidance
Mastering Target Research
- Confirm addresses using tools like USPS or Google Street View.
- Verify business entities and registered agents through state resources.
Optimizing Attempts
- Alternate between morning and evening attempts for better success rates.
- Respectfully engage neighbors for insights on target schedules, if necessary.
Handling Special Cases
- Avoid anything that may seem deceptive, like misleading door hangers.
- Use recording devices only if compliant with local laws.
By adopting these SLAs and best practices, you’re not just meeting expectations—you’re setting the standard. Let’s redefine what it means to deliver exceptional service, together.