Customer Service Isn’t a Department, It’s Our Commitment at RollPros
At RollPros, customer service isn’t an afterthought. It is a core part of who we are.
But it didn’t start that way.
In the early days, when we were just getting our first units out into the field, customer support was… scrappy. Whoever was available would jump in to help. It was inconsistent, inefficient, and ineffective. Our hearts were in the right place! But we weren’t delivering what our customers truly needed.
Even then, we knew something important:
We didn’t just want to sell equipment, we wanted to be known for exceptional customer service.
Building Customer Service Into Our Brand
From the beginning, we believed that buying from RollPros should feel like gaining a partner, not just a vendor.
That belief drove us to invest heavily in building a real customer service operation:
- Dedicated team members
- Clear processes and systems
- Faster response and resolution times
- A culture centered around the success of our customers
We made a deliberate decision: customer service would be a key differentiator between us and our competitors.
Why Customer Service Matters So Much in This Industry
The cannabis industry is tight-knit. Everyone knows each other, and word travels fast.
When customers are happy, they talk, and that fuels growth.
But when they’re unhappy, they talk even more. That can damage a reputation very quickly.
We understand that reputation isn’t something you can fix overnight.
That’s why we take customer service so seriously.
What “Great Customer Service” Actually Means
Customer service isn’t about preventing every issue. That’s unrealistic, and people understand that.
Things break. Problems happen. Questions come up. That’s the reality of business in any industry.
What matters is how you respond.
At RollPros, we measure ourselves on:
- Speed
- Clarity
- Follow-through
- Getting customers back up and running
And more importantly, making sure they feel supported along the way.
Here’s what that looks like in practice:
“Brandon knew within a few minutes the possibilities of our root cause and helped us resolve it within 10. Couldn’t ask for a better service experience.”
– Impact Farms, NM
“You folks have incredibly quick response times… and are always willing to hop on a call within 24hrs.”
– Mello, MA
“You guys have never failed to help resolve issues efficiently and quickly. You have my undying gratitude!”
– PharmaCann
We Don’t Just Say It-We Live It
As RollPros CEO Kyle Loucks puts it:
Giving our customers the support they need to be successful is a big part of what RollPros is all about. It’s part of our identity. We have their back, and they know it. I’ve never understood why that’s so rare in our industry.
This mindset shows up in how our team operates every day:
Brandon and the team always have time to help us… They even reach out just to check in on us unscheduled.
– Southern Crop, MS
This has created a sense of a true partnership… like we are moving forward together.
– Nature’s Grace and Wellness, IL
What Sets RollPros Apart
Anyone can say they have great customer service, as all of our competitors do.
But our customers say it better than we ever could:
“Easily the best support I’ve received from a company in any industry.”
– Trucenta
Rich is the man!!! … We are grateful for him and his time!!!
– Tanana Herb Co, AK
“Always responsive!”
– Grasshopper, MI/CO
The Standard We Hold Ourselves To
At RollPros, you’re not just purchasing equipment.
You’re gaining a team invested in your success.
And when something goes wrong, as it inevitably will, you can count on us to respond quickly, work relentlessly, and do whatever it takes to make it right.That’s what you should expect, because that’s what real customer service looks like.
