Lit Farms Customer Service — Expert Operational Guide

Overview and Strategic Objectives

Lit Farms customer service should function both as a revenue-protecting operation and a brand-differentiator. The primary objectives are to deliver accurate product information (batch and lab data), resolve point-of-sale and delivery issues quickly, and preserve regulatory compliance in all customer interactions. Operationally, aim for measurable targets: Customer Satisfaction (CSAT) ≥ 4.5/5, Net Promoter Score (NPS) ≥ 40, and First Contact Resolution (FCR) ≥ 75% within the first interaction.

At scale, customer service is a data engine feeding product, quality, and distribution teams. Track timestamps, contact channel, SKU, batch/lot number, resolution steps, and follow-up outcomes for every ticket. These records should be indexed and searchable within the CRM within 24 hours of ticket closure to support trend analysis, recall readiness, and compliance audits.

Hours, Channels, and Response Targets

Provide a multichannel front door: phone, email, web chat, SMS, social DMs, and an in-store/customer pickup desk. Recommended staffed hours are Monday–Saturday 08:00–20:00 local time and Sunday 10:00–18:00, with an on-call rotation for regulatory and safety incidents 24/7. Staffing models: one full-time CSR per ~80 daily orders for normal volumes; scale to 1:40 during promotional peaks or new product launches.

Set SLAs per channel and priority: phone hold <2 minutes average, chat initial response <60 seconds, email/ticket initial acknowledgement <4 hours and full resolution target within 72 hours for non-urgent issues. Urgent issues (safety, regulatory, or supply-chain blockage) should have a P1 SLA: acknowledgement within 2 hours and escalation to management within 4 hours.

Ticketing, CRM, and Escalation Workflow

A single-ticketing backbone (recommended: cloud CRM with multi-channel intake, immutable audit trail, and attachments support) reduces triage time. Required ticket metadata: customer ID, order number, SKU and batch, lab COA link, photos, contact preference, and regulatory flags (e.g., potential unlicensed sale). Integrate POS, fulfillment, and lab systems for auto-population of batch-level data to reduce agent research time by an estimated 40%.

Implement an explicit escalation path: Tier 1 handles order/payment and basic product questions; Tier 2 handles quality/lab/readiness issues; Tier 3 composes recalls, legal, or executive-level responses. Use SLA-driven escalation and a weekly review meeting that clears any tickets older than 72 hours.

Priority Matrix (example)

• P1 — Safety/Compliance: acknowledge ≤2 hours; resolve/hand-off ≤24 hours. Examples: adulteration, incorrect cannabinoid labeling, age-verification failure.
• P2 — Delivery/Payment Failures: acknowledge ≤4 hours; resolve ≤72 hours. Examples: missing shipment, double charge, POS errors.
• P3 — Product Questions/Returns: acknowledge ≤24 hours; resolve ≤7 days. Examples: dosing guidance, harmless product dissatisfaction, exchange requests.
• P4 — General Feedback/Ideas: acknowledge ≤72 hours; resolve/document ≤30 days. Examples: store experience comments, product suggestions.

Compliance, Returns, and Safety Procedures

For regulated product categories, age verification, seed-to-sale linkage, and lab Certificate of Analysis (COA) must be available at contact time. Maintain accessible digital COAs for every sales batch; require agents to attach COA links to product-quality tickets. Retain customer and transaction records for the statutory period; best practice is 5–7 years where state law requires variable retention.

Design a clear returns and recall protocol: quarantine inventory upon a verified quality complaint, attach photos and lab IDs, and if a recall is required, execute a recall within 48 hours of confirmation. For routine returns, use a 30-day unopened return window and 14-day exchange window as a customer expectation baseline, with a 10–15% restocking fee for opened non-salable product to cover disposal and testing costs.

Pricing, Refunds, and Contact Templates

Be explicit about refund timelines and methods: refunds to the original payment method within 7 business days of approved return; store credit issued same day of receipt and inspection. For credit-card disputes, maintain a 120-day evidence retention policy and respond to chargeback requests within the card network window (typically 7–30 days depending on the provider).

Operational contact template (use internally and on the website): Phone: (555) 555-0123 (support line, M–S 08:00–20:00); Email: [email protected]; Escalation: [email protected] (management response within 4 hours for P1). Publish a short SLA summary on checkout and every invoice to reduce dispute rates by up to 25%.

Training, Quality Assurance, and Metrics

Train all CSRs with a 3-phase curriculum: 16 hours onboarding (product science, lab interpretation, compliance rules, escalation), 8 hours role-specific systems training, and 4 hours monthly refreshers focused on new SKUs and regulatory changes. Use call and chat QA sampling of 5–10% of interactions weekly and score against a 20-point rubric covering compliance, empathy, resolution accuracy, and follow-up clarity.

Operational KPIs to track weekly and monthly: CSAT target ≥4.5/5, NPS target ≥40, FCR ≥75%, Average Handle Time (AHT) ≤6 minutes for phone, SLA compliance ≥95%, ticket backlog <72 hours, and agent training hours ≥24 per year. Use these metrics to drive quarterly process improvements; a focused 90-day program can reduce repeat-contact rates by 30–50% if analytics are applied to top 10 complaint drivers.

Key KPI Checklist

• CSAT ≥ 4.5/5
• NPS ≥ 40
• FCR ≥ 75%
• AHT ≤ 6 minutes (phone)
• SLA adherence ≥ 95%
• Ticket backlog < 72 hours
• Agent training ≥ 24 hours/year

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10 of the Best Places to Buy Garden Seeds Online

• Eden Brothers.
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• Hudson Valley Seed Co.
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• Seeds ‘N Such. Our source for: a variety of vegetable seeds & petunia seeds.
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Who owns Lit Farms?

Ray Schiavone
LIT Farms was founded by Ray Schiavone, who also leads the award-winning Tahoe Hydroponics. With a vision to connect with cannabis consumers and provide a unique experience, Ray established LIT to focus on innovative breeding techniques and high-quality cannabis genetics.

Who owns Lit Ranch?

The company sold 49,022 acres to Lee Bivins in 1908 and another 6,260 acres in June 1909, which included the Tascosa town site. In 1918, Bivins added another 45,448 acres to the ranch. The ranch is currently owned by the W. H. O’Brien family in Amarillo, Texas.

Who owns American farms?

Share: In the United States, the ownership of farmland is primarily in the hands of individuals and families, with approximately 2.6 million of them collectively owning more than two-thirds of all farmland across the country. These family-owned farms play a crucial role in the agricultural landscape.

Where can I buy lit farm seeds?

For those interested in cultivating their own LIT Farms strains, the seeds are available for purchase at Seeds Here Now. This trusted distributor has been the breeder’s choice since 2010, ensuring that customers receive authentic and high-quality seeds.

Does Lit Farms ship to Georgia?

In those three days we have shipped to Iowa, Missouri, Georgia and Minnesota! 🖤 We strive to ship orders within 24 hours. We use a shipping service that not only gives our customers a discount with every shipment but it also tells us the cheapest service to use and the quickest service for that particular address.