Our standard level of customer service is described on the Policy page, the Communication Guidelines page, as well as our Lead-Times and Updates Page.  This is the most attention that we can provide to customers free of charge. hence everyone is entitled to that.

For those customers who require more attention than that, we have implemented a new Protocol to deal with this issue, the details of which are outlined below.

• Necessary e-mails are still free.  We are defining "Necessary E-mails" to mean any e-mail which directly leads to progress happening on a project or automotive part.  You can see some examples of Necessary and Unnecessary e-mails below this outline.  It is up to our staff to determine what constitutes necessary vs unnecessary e-mails.
• Unnecessary e-mails will be defined as any e-mail which is not a Necessary E-mail as defined above.
• There will be 3 different tiers of priority to these e-mails, each with their own corresponding rate that we charge for them.
• Priority 3 e-mails will have a cost of $120 per hour, which is the same as our current hourly shop rate, so we can justify answering them when we already have paid work to do on customer's vehicles.  Tier 3 is the cost to answer these e-mails on any given work day between the hours of 9am to 5pm Monday through Friday excluding holidays.  More information on this can be found on our Schedule Page
• Priority 2 e-mails will have a cost of $240 per hour (or double time).  This is the rate billed if the customer requires response on a typical off-day or weekend, or also if they require a "drop everything" response on a normal work day.
• Priority 1 e-mails will have a cost of $360 per hour  (or triple time).  This is the rate billed when the customer requires a response on a holiday, or also if they require a "drop everything" response on a weekend or off-day
• Certain events will trigger the use of this system.  These are things like using all caps in the subject line of the e-mail, using the words "Emergency" or "911" in the subject line of the e-mail, using ultimatums about response time in the body of the e-mail, as well as insisting on a faster response than the Communication Guidelines allow for, and also even sending multiple e-mails on the same day.
• Before any costs are charged to the customer regarding this policy, the customer will first receive a one-time warning informing them of the policy so that they are made aware of all the details listed on this page.  Once this one-time warning has been sent, the policy will be ion affect on any e-mail following this warning where there exists any of the criteria listed as a triggering event.  In other words, there won't be a second warning, any subsequent e-mail with triggering criteria will be responded to by the policies listed on this page.
• The amount of time charged will timed from the moment the e-mail is open until the moment the response is sent, which will include time to mentally or physically come up with any answers to questions asked ion the customer's e-mail.  There will be a minimum response time charged of atleast 15 minutes per e-mail, which has been deemed as Tier 3 or higher priority, and will be billed at the rate based on the above tier levels.
• You are not guaranteed a response on the day the e-mail is sent, however, we will do our best to respond as quickly as possible.  I the response is slower than the appropriate tier level, we will downgrade the pricing to the tier level which fits the trigger and also response time achieved.
• Customers requiring this extra attention will have priorities on their progress shifted to prioritize communication over actual progress on the project and/or parts.  This is in contrast to our standard policies, but is iin line with what this type of customer wants.  What this means is that if on the same day a customer is supposed to have progress happen on their vehicle, and simultaneously they also have an e-mail which is Tier 3 or higher priority, the response to the e-mail will trump the priority of the actual work/progress in order to satisfy the customer's need for attention.
• Payment frequency will be calculated on a case-by-case basis, but the default setting will be that all e-mails we be paid within a week.  This amount owed will be treated in the same way that we would treat a balance being owed on a project or parts order, as outlined on the Policy page of the website.
• If your e-mail is about asking for an update, we will respond back with whatever information we have available at that moment, which would limit the contents of the response.
• In order to run the meter as little as possible as far as the timer for the e-mail charges, my responses will be proportional to the questions asked in the customer's e-mail, and I will err on the side of giving less information as opposed to giving too much information
• This is a brand new protocol, so we're going to be dialing in the procedure to make it more and more efficient over time, which means we could make changes to the policy over time.  We will notify any affected customers about these changes before charging them.
• I'm sure we will need some adjustments as we dial in this procedure, but I have hopes that this new system will satisfy those customers out there who are hungry for the extra attention these new protocols provide.

Special Notes:

• Best case scenario, these higher priority e-mails will have no effect on the actual finish time of the work to be done.
• Worst case scenario, (which is also more likely with the Tier 3 level because it's happening during business hours) is that the communication could slow down the progress on that customer's project or parts because as mentioned above, due to these policies, the e-mail response is a higher priority than the work itself.
• If you're interested in rushing progress along, and not just communication, we are working on brainstorming a similar set of protocols for Rushing with similar tier levels, but we're still working on a system of that to do to compensate the customers who are being bumped in line to facilitate this rushing.  This is the main reason why have not come up with such a system in 22 years of being in business.  Some rushing can occur without affecting other customers, (like automatically upgrading all shipments to overnight for instance), so we might offer a more limited system which doesn't adversely affect other customers.  If anyone has questions about rushing, please e-mail mikem@milzymotorsports.com
• The main point of providing this service is to give the customer the amount of attention they're looking for.  For the customers needing attention beyond our standard policies, this simply means that the attention they require will have to be paid for in order for us to provide it.

Necessary vs Unnecessary E-mails

• Necessary e-mails directly lead to progress
• These could be things like me e-mailing a customer "hey, we need some more parts" or "what color lighting did you want on that set of gauges I'm putting in your car".
• One common theme is that necessary e-mails tend to be ones asking questions to the customer about details which would help progress move forward.
• Unnecessary e-mails do not directly lead to progress.
• The most common type of unnecessary e-mail are ones dealing with updates and projected lead-times
• Another example would be a customer asking for pictures of their project on a regular or even daily basis.
• We've gone out of our way to post lead-times on the website for any parts we can guarantee to be done within a certain lead-time, which means if there is not a specific lead-time for a certain item, it means that we don't have a crystal ball to give more information than we currently have listed on the website.  Being able to fully predict the future would certainly be a powerful super-power to possess, but unfortunately it is not one I have been graced with.