September 27, 1996

Louis Burgess
President
Front Line Advantage
10065 East Mission Lane
Scottsdale AZ 85258

Dear Lou,

On behalf of the Pennsylvania Health Care Association (PHCA), I wish to express sincere appreciation for your invaluable participation in our 45th Annual Convention as our opening keynote presenter.

Your thoughtful presentation and timely discussion on "The Changing Marketplace" played a vital role in our conference agenda and set the desired tone for the remainder of our convention. As you noted, an opening session with a duration of three hours was a departure from our traditional "warm and fuzzy" convention kick-off sessions. Nevertheless, you somehow managed to motivate participants and stimulate those "warm and fuzzy" feelings while sharing very practical information and useful tools that could be immediately implemented back in their facilities. The results exceeded our expectations. The positive verbal comments from participants following your presentation and throughout the week reinforced our decision to offer a "meat and potatoes" program at the outset. Participants came away feeling they truly received valuable information for their convention "buck".

Again, please accept both my personal and PHCA's thanks for your vital part in contributing to a very successful convention. I would encourage prospective groups to call me at 716-657-4902 should you need to provide them with a reference. I look forward to working with you in future endeavors!

Sincerely,

Patricia A. Zeller
Director of Educational Services