Reply From HearX President

Please read the cordial reply from Dr. Paul A. Brown, Chairman of HEARx

Let me reprint the second paragraph of this letter for you:

"That is why we are particularly pleased to receive such kind words as yours. We join you, by copy of this letter, in praising Robert who truly exemplifies the HEARx commitment to quality patient care and satisfaction"

A copy of his letter was sent to Robert Rosengarten the individual I was impressed with and wrote about and his regional manager.

Now you understand how important it is to send a letter to a company president when one of his employees impresses you or extends himself and shows he has exceeded your expectations of what you would expect him to do.

I feel as strongly about writing a nice letter as I do a complaint. Both have their place and both alert a company to the good and bad individuals in their employ. It also doesn't hurt your chances of getting exceptional VIP treatment the next time you have to go into the store or use their services.

A few important points in writing a complimentary letter

1. When an employee extends themselves to you and you want to show your appreciation let them know you would like to write a letter to their employer and find out who the president or senior executive is of their company.
   
   
2. Ask them to supply the proper name and address for you to write to. In some cases they may offer you a comment card. Make sure you copy the information from the card and write a letter which has more weight then completing the card.
   
   
3. Make a note of the particulars of the incident...flight number, date, time and other specifics. This will be important when writing your letter.
   
   
4. Once again stick to the facts and keep the story as short as you can but still tell your story.
   
   
5. By all means compliment the company and the executive you are writing to to let them know that you understand that having such a wonderful employee is a a direct result of their efforts in hiring and training their employees.
   
   I have also found that certain companies care about their customers and their employees show it, while others are owned or run by executives that are arrogant and believe the customer is never right and it shows when dealing with their employees.
   
   You can see from Dr. Browns reply that he is a gentleman as was his employee and it is his ultimate direction to his staff that helps them hire the type of individuals that can help them run a successful business and keep their company strong.

I hope this helps my readers in composing their own letters. I can tell you that I get a proud feeling when I know that in some small way I was able to put a smile on a good guy or gals face at the end of the day. By letting them know that some of us, do appreciate their hard work it can make their day. Wouldn't you smile too if someone you dealt with told you how good you are or how they appreciated working with you? How often do you tell a waiter or waitress how you appreciated their good service (aside from a good tip, which they might not even look at).

Try this simple experiment...the next time anyone in a store, on a plane in a restaurant or even someone performing a service for you, impresses you, verbally let them know it. Watch their face and see how good you will feel doing it.

Watch for information and links to my "Bad Boys" web site. You won't believe what I did to expose some of the worst on the net.

Len

How To Write A Complimentary Letter

Read a letter sent to the President of one of the largest hearing aid retail companies in the US.
This letter was written on my company stationary. As president of IPA, I felt sending a letter from one corporate head to another would be the correct approach.

November 28, 2005

Dr. Paul A. Brown
President
HearUSA
1250 Northpoint Parkway
West Palm Beach, FL 33407-1912

Dear Dr. Brown;

I wanted to write to you to let you know about your exceptional audiologist Mr. Robert Rosengarten who helped my 91 year old father correct some issues with a new pair of Siemens digital hearing aids we purchased at another one of your locations. Mr. Rosengarten who is located at your Monmouth Mall location in Eatontown, New Jersey did more for us in the one visit then a number of visits at two of your other locations.

My dad originally resided in Deerfield Beach, Florida and was moved north to stay with my family in Long Island, New York. The first set of hearing aids we purchased had to be returned to the Florida store because we just couldn’t get them to fit or work correctly. Part of the problem, I am sure, was the limited time he still had in Florida before the move to New York and not having family in Florida to help him with the hearing aids and the problems.

We ended up returning these hearing aids purchased in Florida (that didn’t seem to do the job) and purchased a more expensive and supposedly more powerful set of Siemens Prisma 2 P BTE in the Glen Cove, Long Island store. We also had issues with these, regarding the fit and the correct adjustment for optimum hearing and were tempted to simply return these for a refund as well.

My father came to visit me for the Holiday week (I live in New Jersey) and I decided to take one more shot and scheduled an appointment at your Eatontown store where, Mr. Rosengarten works. Mr. Rosengarten is a warm and friendly gentleman with a great deal of patience. This and his professional expertise helped my father (who was not able to hear a thing) with these Siemen hearing aids. Through a number of tweaks on the computer and verbal tests, he helped my father gain some of this lost hearing. Although, we know it will never be back to what it was and we still might have to go back for some more adjustments, for now my father can take part in conversations and will not feel as desolate and isolated as he had been before.

I would like to thank you and your staff at this time for employing staff like Mr. Rosengarten and wish your company continued success and a happy holiday season.

Sincerely,



Leonard Rapoport
President

International Press Association

See his answer to this letter in my next post...