[tab name=’Guidelines’]

Guidelines : For Excellent Service from Outside Staff

Commending Excellent Service from Outside Staff
Guidelines and Alternate Phrases

Commend the outstanding service performed. Get specific with details about that service so the reader knows what you consider “extra” effort: Was it exceptionally fast? How was it “beyond duty”? Was it particularly efficient? Was it performed with a commendable attitude?
You do excellent work. My attendance at your seminar was most enjoyable primarily because of the fine service and accommodations in your resort facilities. The physical fitness center is equipped as well as most membership gyms.
Your service was exceptional last week when I dined in your restaurant, arriving half an hour late for my reservations and with two extra guests. Not only did you seat us without complaint on this busy evening, you also saw to it that we were served promptly so we could still make our later appointment.
Your people obviously take the quality issue seriously. Two days ago I was in your store and spoke with Marge Hatfield about ….
I wanted to let you know how much I appreciate the extra time and care you put into preparing my graphics for the development study we recently submitted to SynTech on such a short deadline. With little more than a day’s notice, your staff (Jim and Janet) created a special application of their software to create the special effect necessary.
The service was dependable and thoughtful.
His attitude in rendering this special service was certainly one of a person who believes in “going the extra mile.”
She offered leadership, enthusiasm, and encouragement.
She was particularly astute in picking up on the little details that could have turned the occasion into a disaster, and she averted the problem quite effectively.
Explain why you are in a position to recognize and compare such commendable service. In other words, make your letter sound like you really know exceptional service when you see it. In so doing, you add credibility to your comments and make them more valuable to the reader. Remember these letters often go in an employee’s personnel file, and, at the least, they are often shared with colleagues and supervisors.
I travel extensively and can assure you that service is not the norm.
As a frequent attendee to such functions, I can truly say John’s service and willing attitude are among the finest I’ve seen.
Although I have a personal interest in … as a hobby, I recognize expertise of this caliber when I see it.
Include names. Recognize the contributions of specific people, not just groups. People like to feel you have remembered and singled out their individual contribution.
Please pass on my comments to George, who also took care of several publication details on the project.
I know your capable staff, specifically Margaret Hanson and John Blakeley, contributed to your effectiveness with their behind-the-scenes coordination.

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[tab name=’Example 1′]

Example 1: Commendation letter for outside staff

Company Name or Letterhead
Address
City, State Zip
Date
Addressee
Address
City, State Zip
Dear Ms. Warner:
I echo the congratulations that certainly must be coming to you from many of those in the industry who recognize superb journalism when they see it. The recent article you contributed to Insight America represents the best of our U.S. efforts to inform and educate the families of disaster victims. Although I read numerous stories on such work done by the agencies you highlight in your article, yours by far was the most thoroughly researched and accurate feature.
My sincere thanks for not doing the usual journalistic fluff piece.
Sincerely,
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[tab name=’Example 2′]

Example 2: Sample letter of commendation

Company Name or Letterhead
Address
City, State Zip
Date
Addressee
Address
City, State Zip
Dear Mr. Meadows:
People are always so quick to complain, but I’d like to start your day with a praise report. Two of your service station attendants in Phoenix, Mike Smith and Steve Bragg, gave me such excellent service I must let you know about their contribution to your company’s reputation.
The details are lengthy, but I want you to have a genuine appreciation of the time and thought these two men put into solving my car problem. They saw to it I didn’t get back on the road and have trouble in the middle of the night–with little cash at that.
On my recent trip through Phoenix my turn signals became inoperative and my power brakes went out. I eased off the road at the next exit and pulled into your station. Mike Smith, one of your mechanics who wasn’t even on duty that day but was at the station doing some repairs for himself, came over to my car and offered his assistance. He, along with the help of Steve Bragg, immediately diagnosed the problem as alternator trouble, a problem that would cost about $120. Knowing I was low on cash, Mike began to quiz me about the credit cards I had. Sure enough, he found another card that was good at your station.
Then, in the process of disconnecting the alternator, they found a loose wire that had shorted out the alternator. Not about to give up, Mike spliced the wires and took another gauge reading to make sure they had thoroughly repaired the car.
These two men knew they were not making a regular customer; I was from out of state. They could have connected the wires and charged me for a new alternator, and I would have never known the difference. Instead, they were as thrilled as I was they could repair the car quickly, safely, and inexpensively.
Mr. Meadows, as president of this corporation, you are filling an important position. But it is also good men like Mike and Steve, giving of themselves in real service, who make your company great.
Cordially,
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[tab name=’Example 3′]

Example 3: Response to commendation letter

Company Name or Letterhead
Address
City, State Zip
Date
Addressee
Address
City, State Zip
Dear Mr. Kawa:
It is not standard procedure I write letters of appreciation after I return from conventions, especially to those outside my organization; however, neither was your effort on my behalf standard procedure in your position. I’m referring to the excellent service you rendered when I had difficulty with my rental car while staying at your hotel.
After my inability to persuade the rental car agency to replace the car at 2:00 a.m., you left your cozy desk in the middle of a rain storm to pick me up in your personal vehicle. And I was 45 miles from your location! Not only would you not let me pay you for the trip, you made special arrangements with room service after hours to bring a warm snack and coffee to my room. Then, much to my surprise the next morning, you coordinated the replacement of my rental car.
Believe me, in all my travels around the country this excellent service has not been matched anywhere. Needless to say, you have my business any time I’m staying overnight in your area. I also plan to send a copy of this letter to your hotel management in case they are unaware of your fine attitude and dedication to customer service.
Cordially,
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[tab name=’Example 4′]

Example 4: Resposne to appreciation letter

Company Name or Letterhead
Address
City, State Zip
Date
Addressee
Address
City, State Zip
Dear Ms. Stammers:
I was most pleased to hear you are planning to do a story on one of our employees, Martha Hartman. I am also glad our public affairs department could provide your staff writer, Mark Jones, with the assistance he needed. As you are probably aware, this department gets many requests for information, but the background research Mark had already done on the subject certainly directed our staff in finding applicable statistics quickly.
We also appreciate your generous praise in the initial phone call, and I’m taking the liberty of sharing your comments with those involved.
You and others on your magazine staff such as Mark and photographer, Sheryl Kirkpatrick, are to be commended for your hard work on this project. We here at Dermott will especially be looking forward to the June issue of your outstanding journal.
Sincerely,
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[tab name=’Example 5′]

Example 5: Letter For Excellent Service from Outside Staff

Company Name or Letterhead
Address
City, State Zip
Date
Addressee
Address
City, State Zip
Dear Ms. Crawford:
Thank you for taking the time to meet with us last Tuesday and give us a tour of your facilities. We certainly appreciated the opportunity to see your set-up firsthand and to learn of your current procedures.
I especially want to mention the helpfulness of your assistant, Sharon Summers. She was most accommodating in pulling our files to show us what information she had retained on our various product lines. Then, as a big time-saver to us, she provided the necessary forms to add our organization to your source list for the upcoming Hile project.
You have both been genuinely helpful and positive in allowing us to offer our services to your organization. We appreciate that sincerely.
Yours Truly,
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[tab name=’Example 6′]

Example 6: For Excellent Service from Outside Staff

Company Name or Letterhead
Address
City, State Zip
Date
Addressee
Address
City, State Zip
Dear Mr. Contee:
Last week while Mrs. Smith and I were staying at your hotel, we received exceptional service from Ms. Tanya Maskoff, your director of housekeeping. We had a last-minute pressing problem she solved very efficiently and at an odd hour with a cheerful attitude.
My work takes me around the world quite often and such a customer-oriented attitude is not at all common. I want to let you know we appreciated Ms. Maskoff’s efforts.
Sincerely,
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