Hello Debbie,
I would like to applaud one of your staff involved in estimating insulation work.  Two weeks before Colleen came to estimate, one of your competitor's sent a representative who brought a short ladder that was a lean-to and useless when the opening to the attic is in the center of the wash room.  I had to wrestle with my own "Little Giant" ladder so that he could climb up to the attic.  He merely stuck his head into the attic and announced that he could easily estimate the surface area of the home and above the garage.  He gave me his estimate and his company never responded with a call back.  I was hoping that they would contact us so that I could tell them how disappointed we were with his performance as an estimator. 
 
Then, we called the second company on our list and within three days Colleen appeared with a correct ladder and resourcefulness.  She listened to what we thought we needed and then she went to work.  She checked the attic thoroughly from one end to the other, examined our upper and lower living spaces and even the crawl space.  She used the rolatape? to determine the surface area.  After completing her thorough examine of solar tubes, electrical outlets, and vents, Colleen said that we would hear from her with an estimate.  She described the "menu" type spreadsheet and how we could select whatever we wanted.  She also told us about the rebate options and what we needed to do before the insulation team arrived.  We made our selections from the menu and the cost was three times more than your competitor.  However, because of the professionalism of Colleen, we were confident that we would have the best service.  We were not disappointed. 
 
One week ago, I made a PowerPoint presentation to managers and supervisors of a local company about the importance of reinforcing and recognizing employees when they perform as expected or better.  If all of your employees are trained as well as Colleen, your company should be very successful.
 
Thanks for sending Colleen.  We have already mentioned your company to our neighbor.
 
Ted and Elaine Tsumura
Satisfied customers