Customer Letter

A Customer Letter:

Smith & Keene,

Recently I called your company to get an estimate for the installation of a complete replacement of the heat/air conditioning system in my home. I have received nothing but a pleasant experience from the time that I made that phone call. The young lady answering the phone was very cordial and made an appointment for Ben Smith to visit me on March 7th, 2011. Ben was right on time and spent the time necessary to give me five options for my consideration. He was very detailed and explained each of the options. When I called him a few days later, he was again very professional and set up a time the next day to visit with me to get all the necessary paper work completed for the sale and installation. I then received two phone calls from Donnie Hancock to arrange the installation, which was set for this past Tuesday March 22nd.

On the date of installation Elliot Summers, Philip Gaskins, and Damon Lattimer arrived to do the installation. I'm sure you the installers are the employees that either make or break the customer's main impression of your company. You have nothing to worry about with these three young men representing you! They did everything necessary to ensure my complete satisfaction with the system installation. Each time they entered the house they were careful to wear shoe covers, maintained a clean work site, and took the necessary time to completely explain the thermostat settings before they left. I'm pretty sure it was well past their quitting time but they never complained. There were other employees that were here such as the duct cleaners along with an electrician but I failed to get their names. They, as well as Elliot, Philip and Damon represent you well. You are fortunate to have them in your employment. I will also add that Ben Smith visited to check on the progress of the installation.

Please pass my appreciation to all of your employees who worked together to make me a happy customer. They serve you well and as a result of their performance, I will do all my future business with you as well as recommending you to others. Thanks for a job well done!

--L.W. from Carrollton, VA