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Praise & Plaudits

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  www.universallogistics.ca

September 30, 2003

Mr. Paul Charles
Twisted Pixel

Dear Paul:

As we introduced the new Client Feedback section of our website a few weeks ago, it occurred to me that I am long overdue in writing to you with some feedback on your services. Let me begin by apologizing for the great length of time it has taken me to formally express our appreciation.

When we endeavored to create our own web site in early 2000, the task appeared overwhelming to us. Our objective was to develop a site that was unique and state-of-the-art, while maintaining our long-standing reputation for professionalism. You were able to combine our corporate style with the latest features available in web site technology to design a site that went well beyond our expectations. And, despite all the extra features that we demanded along the way, you were committed to keeping our costs within the budget that had been established.

As always, the proof is in the pudding. Feedback we have received from our clients since our site was launched has been extremely positive. Some direct quotes include one from our largest client, “nice looking web site! I love the colours, the layout and it looks like it will be easy to navigate”. In fact, we have never had a complaint from a client regarding ease of navigation, and this means we have achieved one of our key objectives from the very beginning.

Another client quote …...“It looks very professional and impressive”. You have created for us a site that serves as a perfect match to our corporate personality and identity. It exudes quality and professionalism, with just the right amount of “flash” and “pizzazz” that is needed to keep the interest of a visitor who is evaluating a company in our industry, an industry which tends to be old-school conservative.

…..“I look forward to continually using this valuable tool”. Clients are coming back to our site on a regular basis and now depend on it for industry/company news, shipment tracking and tracing and educational training. At the same time, the site has given our employees something to brag about. In particular, our Sales and Client Relations people are proud to walk clients and prospects through our interactive site.

I should also mention that my initial hesitation in viewing a web site as a viable marketing medium for promoting a “product” like logistics services has been completely overcome. Over the past three years, we have secured a number of new clients who came to us as a direct result of our web site. We continue to receive requests for quotations and prospect inquiries on a daily basis.

As you know, we work hard to keep our site as fresh and “real time” as possible. Our market-leading Trade Alert program is the perfect example of this objective. Trade Alerts progress from conception to live production on our site in a matter of hours. This is only possible because you are always available to us on very short notice. You work quickly and effectively without ever sacrificing quality…and you serve as our watch dog in ensuring that the overall integrity and identity of our site is maintained at all times. Thanks to your outstanding level of ongoing maintenance and support we never hesitate in moving forward with anything from minor updates to major enhancements.

Obviously there is a cost to any good service. For each project over our 3-year relationship, no matter how large or small, your pricing has been extremely competitive. We always feel that we are receiving excellent value for our dollar.

Finally Paul, and most importantly, you are an absolute pleasure to work with! Our family has been in a service business for over 50 years so we certainly know what it means for one to say they “provide quality service”. You are easy and comfortable to work with and what I find unique (versus working with others in the technology field), is that you are not only knowledgeable about your specialty, but you are able to communicate to us using simple terms so that we can grasp the complicated ideas easily. You also understand the business side of things and what a company needs to remain successful in a competitive environment.

To sum it up, you provide top notch service, with a personal and friendly touch, at competitive pricing. What more can a customer ask for from their service provider?

I would be most pleased to recommend your services to any prospective customer, and on behalf of the entire team at Universal Logistics, I thank you for taking such great care of us! We look forward to continuing our long-standing partnership for many years to come.

Yours sincerely,

UNIVERSAL LOGISTICS INC.

Michael J. Glionna
Michael J. Glionna
President

MJG/kj

 
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