November 4, 1999

Dear Mr. Hiller

I am writing to you in reference to the limo pick up for the Cook Wedding on Saturday, October 16. To briefly jog your memory, the situation involved some of the groom's close relatives missing the wedding ceremony because the limo driver could not find their hotel.

The purpose of my letter is not to complain, but to commend you and your employees for the excellent customer service displayed when following up on our unfortunate experience. As president of a large retail chain, I fully understand the competitive retail climate we face today and the importance of good customer service. It's customer service such as you provided that will keep customers like me coming back.

Sincerely
Brian C. Cook
President