Dear Mr. McKenzie:

I’m writing to express my wife’s and my thanks for the fencing job you recently completed at our house. We have several reasons for being appreciative:

• Back in March you successfully underbid two other fencing companies for our job, while promising stronger terminal and line posts than either of your competitors;
• Despite knowing that we had no control over when you could start the job (because when you bid for the job our land was still being used by the State of Maryland along the Inter County Connector), you promised when we signed the contract that you would get to our job “within days” of our letting you know we were regaining control of our land;
• When officials of Maryland’s Stat Highway Administration finally told us on Friday, June 24th that we were scheduled to get our land back on Wednesday, June 29th, they gave us only six days’ advance notice of its return to us (and we all recognized that two of those days were a weekend);
• When we called that Friday to let you know what we had been told, you managed to adjust/readjust your installation schedule – in what must be the busiest season of the year for fence work – so that on Wednesday, June 29th, your crew began removing our old fence and aligning our new fence (while the State’s contractors were still grading and seeding portions of our land);
• You finished our job mid-day on Saturday, July 2nd;
• And finally, the members of the crew you sent to do our job were neat, polite, and very mindful of the plants my wife and I have planted and nourished (or, in some cases, have grown up as “volunteers”) along the original fence line for as many as 35 years.

The uncertainty concerning when you could start our job probably made us not your easiest customers. We appreciate the effort you made to get our fence up as quickly as you did with such little advance notice. Please feel free to cite us as very satisfied customers who attest that you and your company “go the extra mile (or more)” for your customers. Thank you.

Sincerely,