September 30, 2003 Mr. Paul Charles
Twisted Pixel
Dear Paul:
As we introduced the new Client
Feedback section of
our website a few weeks ago, it occurred to me that
I am long overdue in writing to you with some feedback
on your services. Let me begin by apologizing for the
great length of time it has taken me to formally express
our appreciation.
When we endeavored to create our own web site in early
2000, the task appeared overwhelming to us. Our objective
was to develop a site that was unique and state-of-the-art,
while maintaining our long-standing reputation for
professionalism. You were able to combine our corporate
style with the latest features available in web site
technology to design a site that went well beyond our
expectations. And, despite all the extra features that
we demanded along the way, you were committed to keeping
our costs within the budget that had been established.
As always, the proof is in the pudding. Feedback we
have received from our clients since our site was launched
has been extremely positive. Some direct quotes include
one from our largest client, “nice looking web
site! I love the colours, the layout and it looks like
it will be easy to navigate”. In fact, we have
never had a complaint from a client regarding ease
of navigation, and this means we have achieved one
of our key objectives from the very beginning.
Another client quote …...“It looks very
professional and impressive”. You have created
for us a site that serves as a perfect match to our
corporate personality and identity. It exudes quality
and professionalism, with just the right amount of “flash” and “pizzazz” that
is needed to keep the interest of a visitor who is
evaluating a company in our industry, an industry which
tends to be old-school conservative.
…..“I look forward to continually using
this valuable tool”. Clients are coming back
to our site on a regular basis and now depend on it
for industry/company news, shipment tracking and tracing
and educational training. At the same time, the site
has given our employees something to brag about. In
particular, our Sales and Client Relations people are
proud to walk clients and prospects through our interactive
site.
I should also mention that my initial hesitation in
viewing a web site as a viable marketing medium for
promoting a “product” like logistics services
has been completely overcome. Over the past three years,
we have secured a number of new clients who came to
us as a direct result of our web site. We continue
to receive requests for quotations and prospect inquiries
on a daily basis.
As you know, we work hard to keep our site as fresh
and “real time” as possible. Our market-leading
Trade Alert program is the perfect example of this
objective. Trade Alerts progress from conception
to live production on our site in a matter of hours.
This is only possible because you are always available
to us on very short notice. You work quickly and
effectively without ever sacrificing quality…and
you serve as our watch dog in ensuring that the overall
integrity and identity of our site is maintained
at all times. Thanks to your outstanding level of
ongoing maintenance and support we never hesitate
in moving forward with anything from minor updates
to major enhancements.
Obviously there is a cost to any good service. For
each project over our 3-year relationship, no matter
how large or small, your pricing has been extremely
competitive. We always feel that we are receiving excellent
value for our dollar.
Finally Paul, and most importantly, you are an absolute
pleasure to work with! Our family has been in a service
business for over 50 years so we certainly know what
it means for one to say they “provide quality
service”. You are easy and comfortable to work
with and what I find unique (versus working with others
in the technology field), is that you are not only
knowledgeable about your specialty, but you are able
to communicate to us using simple terms so that we
can grasp the complicated ideas easily. You also understand
the business side of things and what a company needs
to remain successful in a competitive environment.
To sum it up, you provide top notch service, with
a personal and friendly touch, at competitive pricing.
What more can a customer ask for from their service
provider?
I would be most pleased to recommend your services
to any prospective customer, and on behalf of the entire
team at Universal Logistics, I thank you for taking
such great care of us! We look forward to continuing
our long-standing partnership for many years to come.
Yours sincerely,
UNIVERSAL LOGISTICS INC.
Michael J. Glionna
President
MJG/kj
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