This is the text of a letter I sent to owner Matt Denlinger after our recently-completed project. I once asked the CEO of a large commercial bank how he judged the adequacy of his branches? efforts to improve customer service. His ready response was, ?Unsolicited letters of praise!? He made a good point. Now as then, it takes a consistently superior level of effort, skill, quality and dedication to do your job so remarkably well that the customer is moved to sit down and write you letter of praise ? without your even asking him to. After the work you completed for us recently at our house in Christiana, I feel compelled to write exactly that kind of letter. The result is this ?unsolicited letter of praise? to you and the entire Penn State Painting team. The painting you did was excellent and the price was very reasonable, of course. Most painters can deliver that much. But what really distinguished your work in our eyes was everything else you did for us in the course of completing this project. Since we live in Connecticut, almost all your dealings with us were completed long-distance. You kept us fully informed by phone and sent us photographs at key points so we could really understand how the job was progressing. Also because we live away from the job site, your team took photos of everything in the room before you moved out furniture and other items. That enabled you to put things back in exactly the right places when the job was finished. When you discovered some structural damage to the walls in the bathrooms, you informed us and then arranged to have that damage fully and expertly repaired before continuing your work. After those repairs were completed, you selected the paint colors that would look best in those bathrooms and, with our approval, you completed the work. We thought that you had a great eye for color and we were right ? you nailed the colors exactly. Given the very high ceilings in this two-story room, you did us the favor of changing the ceiling lights and dusting the tops of the ceiling fan blades while you were up there. That is what I call thoughtful, above-and-beyond service. When the project was finished, you disassembled and removed your scaffolding and other materials, and then cleaned the entire room. You actually left the room better than you found it. Matt, I cannot begin to tell you how happy I am with the work you did. You did so much more than merely change the color of the walls in a room; you made this house a better and more attractive place to live. For that, you have our congratulations and thanks, and this ?unsolicited letter of praise.? Through this project, as well as last year?s exterior painting and repair work, you have established yourself as the one person to call for all our painting needs. Great work!