Dear Yolanda and Shannon
I just want to let you know that I must stop for a second to say what a great job that you two do for me. Not just me because all of us engineers talk and your dedication is exceptional across the board. I appreciate you because the way you go that extra step and follow up to make sure that I get the parts. I get involved in some pressure cooker situations (like last week into the weekend) with big time customers and the last thing I want to tell the customer is that I could not get the parts. When we team up on a call there is a calmness that I get because once I tell you what I need, to me it's done. Move to the next call and that part will be there. Please promise you will always be there for us and Thanks for everything you do!!
This letter is in reference to one of your Customer Service Representatives. Her name is Julie and I have been utilizing her support for my 35 radiographic system hospital since October 2007. My association with her came about accidentally when my supervisor offhandedly suggested I try giving Remedpar a call for availability of some expensive replacement parts I required. At that time I had no idea how rewarding and helpful it would become.
My first experience netted a savings of $1600. Since that initial order I have come to rely on her expertise, tenacity in locating hard to find parts and personable customer service skills in supplying 95% of my needs. Her customer service skills far overshadow what I have received from either ********** or ***************************. I understand this is what her job is but, through continual reinforcement, I have come to expect a more positive customer experience than I receive from any other supplier. I repeatedly sense not only an urgency to supply my needs but a personal commitment to do so. I feel like I am her only customer. Occasionally she expends considerable effort just to be informed that I will not need the parts after all. Instead of garnering a feeling of wasted time on her part, I feel a disappointment that she will not be able to help me on that occasion. I get a sense that my problem has become her problem and in a high pressure service environment that translates into having another player on my team in maintaining my radiographic systems.
I am not one to write letters of commendation unless they are truly warranted but in this case I am compelled to do so due to the magnitude of assistance I have received and the quality in which it has been delivered. All I can do is thank her but hopefully you will be able to reward her in some more substantial way.
Thank you Remedpar, for your time, your support and thank you Julie for all of your help.
