Darkhorse Emergency LP 6/18/2025

● Biweekly virtual status updates to show progress, flag issues and monitor progress ● Direct communication between working parties to ensure there are limited middlemen and work can be progressed ● Clear and ongoing documentation of problems, impacts, and solutions through email communication This approach prevents surprises and maintains project momentum without unnecessary meetings or paperwork. B. Describe your company’s customer service. What is your company’s policy for returning calls and e-mails? At Darkhorse Emergency, we believe in straightforward, human-centered support. Darkhorse Emergency prides itself on responsive, clear communication. For the Everett Fire Department project, we commit to: ● Returning all phone calls within 4 business hours ● Responding to emails within 8 business hours Your dedicated project manager, Darrell Reid, will serve as your primary point of contact throughout the engagement, ensuring consistent communication and accountability. Biweekly status updates and milestone reviews provide structured touchpoints, while our direct support contacts address any concerns promptly. Our communication approach consistently earns high marks from clients, with many reporting excellent responsiveness in post-project evaluations. We believe that responsive service is essential to project success and client satisfaction. C. Describe your approach to achieving customer satisfaction. Our approach to achieving customer satisfaction centers on two core principles: rigor and partnership. We use a data-driven methodology by collecting, validating, and analyzing EFD-specific CAD/RMS information, GIS layers, and operational metrics, ensuring that all recommendations are grounded in tangible evidence. Equally important, we collaborate closely with EFD leadership, elected officials, and other key stakeholders at every 35