We received this testimonial letter a few years ago, but it’s still relevant today and reflects the level of commitment and service we provide to our customers.  We hope you enjoy reading it as much as we do!

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To Whom It May Concern:

Since being introduced to Coolbaker’s as a catering option a year ago, I have been consistently impressed with the level of service. However, on 2/2/05, Billy went above and beyond the call of duty, and I want to recognize his actions to the Coolbaker’s staff.

On that morning, Billy delivered a breakfast order at 7:30AM to the UPS Supply Chain Solutions facility on Outer Loop. It just so happens that at 3:00AM on that same morning, a message had been left on my voice mail system by one of the UPS Sales Managers that another high-profile customer that was visiting our facility that day had decided at the VERY last minute that they would like to have breakfast available at the facility upon arrival. Since I received the message upon arriving at 7:00AM, and due to the fact that the group was scheduled to arrive at 9:30AM, I did not think there was any way that such a request could be met and was prepared to tell the UPS Sales Manager that he submitted his request much too late.

When Billy was setting up the 7:30AM order, I mentioned the situation to him and asked if the 9:30AM request was possible. I fully expected him to say “no,” since Customer Care cannot start taking orders until 8:00AM. However, Billy immediately got on his mobile phone and called the operation, instructing them to begin baking the needed order and adding it to his delivery schedule. He made all of the arrangements for us on the spot and asked only that I call Customer Care at 8:00AM to officially enter the order for invoicing purposes.

A few minutes prior to the 9:30AM order time, Billy returned to our facility with the order in hand. Everything was perfect when our customers arrived, with everything appearing flawless to them—despite the unreasonable time frame in which they had placed their breakfast order request.

Billy always provides outstanding, on-time, friendly service, and is our favorite baker/delivery person. However, I believe that his efforts on February 2 deserve special recognition. His willingness to go beyond the call of duty enabled us to make a great impression on our customers and helped me tremendously. Coolbaker’s is fortunate to have an individual like Billy representing your organization to customers.

Best Regards,

Erin Troutman
UPS Supply Chain Solutions
Customer Care