September 8, 2003

Lou Burgess
PMB 128
9393 N 90th Street #102
Scottsdale, AZ 85258

Dear Lou:

On behalf of the Georgia Nursing Home Association and its members, I would like to thank you for your presentation on Customer Service Quality at the annual convention at the Ritz Carlton in Amelia Island, Florida.

As indicated by the evaluations, the audience thoroughly enjoyed the usefulness of the customer service tips that you presented. Many were convinced that they could easily implement the ideas you offered at their facilities and see improvement in customer satisfaction.

What is also important is that the audience enjoyed you! They appreciated the entertaining manner in which you presented, making it easy for them to forego the beach in preference for obtaining exceptional information.

I enjoyed meeting you and the discussions we have had regarding long term care, and I look forward to working with you again in the future.

Best Regards,

Mendee Rock, M.Ed., LNHA
Membership Services Director