WHY RNOW · SERVICE COMMITMENT

Our Service Commitment

Service is what customers remember. These are the commitments we make on response, delivery, support and follow-through.

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Service Is a Promise You Can Hold Us To

Every order has a story behind it: a maintenance window, a project milestone, a crew waiting on material. We treat that context as part of the order, and we hold ourselves to a clear set of service commitments.

We publish our commitments so you know what to expect, and we ask you to tell us when we miss them.

Our Service Targets

Quote response target: 2 hoursQuote response target
Order confirmation target: 1 hourOrder confirmation target
Emergency line: 24/7Emergency line
On-time delivery target: 98%On-time delivery target

Our Service Promises

Responsive quoting

We acknowledge requests quickly and respond with pricing, availability and lead times, or an honest explanation of what we are still checking.

Accurate orders

We confirm what you ordered, what we are shipping and when it will arrive, and we tell you early if something changes.

Reliable delivery

We plan routes, packaging and dispatch to meet the dates we give you, and we track shipments until they arrive.

Emergency support

When a critical need arises outside normal hours, we have a process to reach on-call team members and move material quickly.

Dedicated account management

Larger accounts have a named contact who understands your sites, your products and your priorities.

Honest communication

If we cannot meet a commitment, we say so early and work with you on the best alternative.

How Emergency Requests Are Handled

Some needs cannot wait. This is how we respond.

You call the emergency line

Step 1

Reach the on-call team at +1 (800) 555-0177, day or night.

We confirm the need

Step 2

We capture what you need, where it must go and by when, and check stock at the nearest locations.

We mobilize

Step 3

We arrange picking, packing, dispatch or courier, or source from suppliers if required.

We keep you updated

Step 4

You receive status updates and tracking until the material arrives.

We review

Step 5

Afterwards we review what happened and improve the process where we can.

Delivery Reliability

Delivery is where promises are proven. We measure on-time performance, review misses and work with carriers and suppliers to fix root causes. For planned needs, our inventory programs and blanket orders help us commit material in advance.

Will-call, local delivery and scheduled routes
Shipment tracking and proof of delivery
Packaging to protect threads, coatings and finished surfaces
Clear communication on lead times and backorders

Your Feedback Loop

We ask for your feedback after key interactions and at account reviews, and we track complaints and compliments. Every issue is logged, assigned to an owner and followed up. Trends feed into training and process changes.

Simple ways to tell us how we did
A named owner for every issue
Regular account reviews for larger customers
Improvements shared back with customers

RUN STRONGER WITH RNOW

Talk to customer service about your needs