October 10, 2011
Dear Mr. Cornelius,
Our new front door was installed last week. We are thrilled with the end result but you already know about the beautiful artisan doors that you provide to customers. My real purpose in writing this letter is to let you know about the incredible team behind these doors. From the beginning, and at every step, we encountered professionals that genuinely cared about their craft and the reputation of your company. We have already started to recommend you to others. I know that I am leaving out some people but I am hoping you will pull our work order to be sure that everyone that worked on our project. This includes:
Gary S. – who listened, gave us a tour, offered suggestions and then followed through at every phase.
Justin and David of your design team that made little changes that made a huge difference. They could see things that we could not.
Rich, George and Andy that worked so hard explaining the process and then doing everything possible to reduce the construction chaos. Rich is polite, informative and an artist! There was another gentleman that worked on the interior dry wall – so polite and really made an effort to clean everything before he left.
Matt, the team leader is our hero. I needed the faux finished tweaked and he did it with a smile. He could troubleshoot problems and made adjustments before they were major issues. Matt just wanted us to love the door.
So while the product is outstanding, it is the experience we had with your people that makes the whole experience a great experience. A great door is not great if it comes with a bad experience. Instead, we were delighted to have one of those exemplary customer service experiences. Please thank your team for us.
John and Barbara
ps. I need a bench to match my beautiful new door………:)
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