My tenants have called me about various minor issues, and each time, I asked them if it was ok if I took care of it on a prompt timetable, but convenient to both of us.  

What prompts me to believe we have somewhat different concepts is that she recently stated, "I feel like this whole thing is just about the money to you.

They even get back to me promptly, which is nice!

While we are as prompt as possible, it usually depends how fast someone is available to get there.I have a list of what we constitute as emergency/non-emergency and how we handle different situations for our company that we give to the tenants when we sign a lease.

The only down side is that when things break, you do need to be able to respond promptly. 

One however did show up that I was not expecting, and I promptly called the person I was dealing with to ask who this person was.  

Thank you for the prompt reply.

Needed maintenance on a few minor things and they responded to my emails promptly.

I was promptly put on hold, then we the CSR returned,  summarily said, ahhhh, "no sir you can't, do that, put your business as the owner/on title of the property". 

I sent a few questions to the company's tech support team and received a very prompt, thorough reply.