Dear Dave,

I have a property of about thirty tenants who are all dependent on the water I supply them. On a Sunday, my system was unable to pump due to negative well supply conditions. I called the Northeastern Supply 24 Hour Emergency hotline and Ed met me immediately at the Dover store and I was able to get the water filters I needed to get the water back on for my tenants.

Usually when an emergency pops up, it can be a real hassle for the supplier and can lead to an uncomfortable situation, however; in this case, it was a real pleasure to deal with someone that genuinely wanted to help me.

My tenants had water Sunday instead of having to wait for Monday and I know I'm a little guy but I really appreciate all that was done.

It was also real nice to deal with someone as helpful as the young lady I spoke with when I called the Northeastern Supply 24 Hour hotline. Boy, things don't usually go that well when a real problem exists!

-- A very greatful customer
Dover DE

Dear Dave,

We just want to say thanks for the level of professionalism you have demonstrated! Your professionalism and willingness to work with us have diminished our concerns about the radiant floor heat approach.

We are happy to have you on our team.

-- Darien DiCamillo
G&M Contracting Inc

Dear Mr. Cook,

In today's environment it is not often that customers take the time to recognize great service from people we rely on. Usually, we only contact company leaders when something goes wrong. I want to let you know I receive extremely helpful service from one of your employees recently when I was trying to help my daughter repair her hot water heater.

My Mark Jaworski helped me find the correct part that was needed and went the extra mile in research how best to obtain that part. When I first called Mark he said the hot water heater was discontinued, but he thought he could research where the part would be available and would call me back. Mark was right. He called me back and helped to arrange expeditious delivery of the part. This enabled me to install the part and allow my daughter to take my darling grand kids back home for their bath time. They had to stay with us a couple of days until they had hot water again. Love the kids... .love them even more now they only come to visit!

Please extend my heartfelt thanks to Mark as he really went the extra mile to help us out in our time of need. I thanked him over the phone, but when recognition comes from one's management it means that much more.

Mr. Cook thanks for having such great employees as Mark on your staff and good luck in your future dealings.

-- John Alan Grimes
Savage, Maryland

Sound advice:

My 75-gallon gas unit is seven years old and has always worked well. The issue has been that in the last six months, I have had it shut off a few times. My NE rep’s suggestion worked well. He said to “…make sure that the flame sensor is about 1/8-of-an-inch away from and above the burner, and to clean the sensor (wipe it off with a hand) and make sure it is not hot!” To date, the water heater has never failed again. Thanks again for helping me out with my water heater problem!

On another note, we continue to have issues with toilets clogging up. My NE rep mentioned a brand of toilet that works better than our Kholer. Can you recommend them again to me and a plumber that can come in an install them? I don't have the time these days.

-- Valued Customer
Bel Air, Maryland

Treated like Gold:

I went to the Bel Air branch to do business, and even with a massive remodeling going on, I was attended to in a professional manner. I had never met Lester Louthian, the man behind the Northeastern counter before, but he treated me like gold. Lester helped me load my truck, gave me directions, and was really helpful. Even though we had never met before, Lester treated me like an old and valued customer. I don’t make very many phone calls like this one, usually I call a company to complain, but Lester deserves a big "thank-you" for the great service that often times goes without recognition.

-- Valued Customer
Lewes, Delaware

Above and Beyond All Expectations:

We are writing this letter to you today to let you know of one of your truck drivers who goes above and beyond all expectations.

Mr. Ed Downs is definitely an asset to your company. Ed is very friendly and courteous, and when making a delivery is always conscientious about the items that he is delivering. He is the type of employee every company would want to have three of. Ed often has to make a delivery in the morning just to have to come back out in the afternoon to deliver something that was either missed, damaged, or needed for the next day, and has always been as cheerful as he was when he came in the morning. In other words, Ed has never shown us he was either bothered or overwhelmed with his deliveries. He is always cheerful and pleasant when arriving or making a pick up.

Please let your driver know how much we appreciate him.

-- Valued Customer
Millsboro, Delaware

Everything is not Dollars and Cents:

I am so impressed by the way Northeastern Supply helped me this January that I feel compelled to take a minute and write you this letter. In the day-to-day operations of the plumbing and heating world, we all fail to thank the people who make this system work. So, I want to taker a minute to say, thank you.”

The plumbing and heating service world we work in is full of everyday emergency phone calls that at times push us to our breaking points. On January 29, I received an emergency “no-hot-water” call. A commercial water heater was down for a property manager who is one of our best customers. Hiss boss was on his case because there was no hot water at one of the buildings in a high-profile apartment complex, and one of the tenants had a newborn baby inside one of the apartment units. The property manager wanted the water heater changed immediately … no excuses… ASAP! I placed a call to John at the Timonium branchy around 8:30 am. He dropped everything and went right to work on the issue. He got me a price and found a replacement unit within minutes and then scheduled the delivery for noon at the apartment complex. Your delivery driver, Warren, showed up with a new commercial water heater, and helped us get the new water heater into the building. John and Warren went above the call of duty to help us perform (remember, it is early in the morning).

I want to personally thank you for having people like John and warren on your team. Also, thanks goes out to the rest of your team members who helped them perform. Events like this strengthen the relationship between Northeastern and our company, which leads to more business between us. In the future, I know I can rely on your team when that emergency call comes in. To be successful, you need to have a good, reliable team in place. When an event like this happens, it reminds me that everything is not about dollars and cents, but relationship and performance. Thanks for reminding me that and for being part of the team. I owe you one! Thanks again and God bless!

-- Valued Customer
Timonium, MD

Dear Mr. Cook:

We are writing this letter to you today to let you know of one of your truck drivers who goes above and beyond his expectations. Mr. Ed Downs is definitely an asset to your company. Ed is very friendly, courteous and when making a delivery is always conscientious about the items that he is delivering. He is the type of employee every company would want to have three of. Ed has made a delivery in the morning just to have to come back out in the afternoon to deliver something that was either missed, damaged or we need it for the next day and has always been as cheerful as he was when he came in the morning. In other words, Ed has never shown us he was either bothered or overwhelmed with his deliveries. He is always cheerful and pleasant when arriving to deliver or make a pick up. Please let your driver know how much we appreciate him.

-- Valued Customer
Bel Air, MD

Design Studio Customer Sends Thanks

“I wanted to take the time to thank you for taking such good care of me when a problem arose with the bath enclosure that I purchased recently. Thanks again for your professionalism and courteous manner in handling my account.”

-- Valued Customer
Bel Air, MD

My wife and I would sincerely like to thank you, and let your home office know that they have courteous and conscientious employees. The both of you excelled in getting our tub ordered and delivered, as well as put in our room on the second floor.

Even though the tub was not on the original delivery run, Jeremy was thorough and responsive, letting us know that the tub was delayed and provided a date when it would be delivered. He also went so far as to confirm the delivery when requested and kept us posted as to what was happening. His attitude was excellent, and never once did he sound irritated or frustrated -- he just kept positive and cheerful. I work in customer service for an auto parts store, and I know it is hard to keep a good attitude when customers are asking about product and delivery dates/times. Jeremy went the extra mile to make sure shopping with your company was a happy experience.

Furthermore, we would like to commend your delivery person Walter. We regret that we didn't get his last name, but this man pretty much pulled off the impossible in my book to get our tub up a truly miserable set of stairs (in a 30-40 mph wind, too). From the moment he showed up, he seemed legitamately interested in getting the tub inside -- very pleasant to work with. We tried to get the tub, still inside the box, to go up by sliding the darn thing, but the steps were so old that the cardboard got stuck. After coming up with zero in the idea department on my part, he decided the best approach was to open the box and carefully lift the tub out and up. This worked magnificently! He pushed it up and out, and we were able to lift it and bring it inside and into the room.

What really impressed me was the fact that he never complained or gave up. Not at all. Even when nothing worked, he kept on going and put what he had into the job. He also came up with a solution to a big problem -- there was no way we could have left that tub outside, not in Pulaski. Thanks to Walter, we didn't have to. He also exhibited a great attitude.

It is for these reasons that I would recommend Northeastern Supply over the big chain stores any day. The level of service exceeds what these other companies provide, and they actually care about their customers. These two proved it to us! We will make sure to refer others over to you all if they are interested in tubs, showers, plumbing or any other related product.

Thanks once again for making a dream come true. We've been waiting three years or so for our tub, and because of you we got ours.

I wanted to take this time to thank you for taking such good care of my order for the bath enclosure. It looks beautiful! Thank you again for your professionalism and courteous manner in handling my account.

Last weekend, I was desperately trying to find a solution to a problem that I have had for 3 weeks. The handle on my TOTO toilet had broken, and although I called TOTO and other dealerships, I received no easy solutions to fixing my problem. I called your facility, talked to Mark Jaworski, and he proceeded to offer me the kind of service that I value. Being in a service-oriented business myself, I can recognize when a person is treating a customer the way that he would like to be treated if he were in that same situation.

I will recommend your store to anyone that I know who is in need of fast, accurate, and considerate service.

Dear Mr. Cowan

Congratulations on your choice of staff in the Hagerstown location. I was faced with a particular plumbing and heating problem on October 13, 2003. I spent the entire morning running from competitor's stores and home stores in an attempt to piece together this application. I had worked as a plumber's apprentice many years ago and thought I would give your store a try. I encountered John Mason and another man (regrettably I have forgotten his name). They were very professional and had an outstanding knowledge of their stock. Unlike all others I had interacted with, your personnel seemed to have a genuine desire to work.

As a side note, I also noticed that they were capable of multi tasks. As they put together my parts they organized a delivery. They were both able to recall information without reference material and seemed familiar with the contents of the delivery. In short, you have a well staffed and stocked business.

Dear Steve

We just finished up a water heater training session arranged by Jerry Norman and Steve Kidwell, and I just wanted to say thanks.

The material they covered was way more that I had hoped for. We are truly getting spoiled with all this great service.

I just briefly mentioned to Jerry that I had been having trouble (with other vendors) scheduling something like this and he said "just tell me the time and place." Within thirty days, it was a done deal. It would have been much sooner, but my schedule wouldn't allow it.

Thanks again for your commitment to customer service.

Dear Steve

This is just a short note about Tim Yates, Leonardtown Office.

Tim always goes out of his way to try to get me the necessary materials that is needed for our jobs and he's always willing to help even though I give a hard time about things.

I feel that you should be aware what a fine job he does—not just for my staff and me but for his other customers.

Mr. Cook,

I am writing to you to tell you about an employee by the name of Mr. Duane Strimple. I bought a [product] from your company and had a lot of trouble with it…When I talked to Mr. Taylor he said he would take care of the problem which he did. I couldn’t get over the promptness and courtesy in which he handled the matter.

I can only tell you this, that any product we need, that Northeastern sells, that is where we will buy it and also we will tell our friends about the matter and direct them to your company because of the good service and reliability of your men, especially Mr. Barry Taylor.

In appreciation,

It's been almost two weeks since the BUSCH race at Dover International Speedway, but it is still fresh on my mind the wonderful time we enjoyed. My uncle and I were fortunate to attend the race as your guest and we wanted to take a minute to tell you.

We have been race fans for many years and have attended the race at Dover before. Having the opportunity to enjoy some refreshments and meet a few new people at the hospitality tent was surely a real treat. Our seats in the stands were great and we followed Jason Keller although he didn't do as well as expected. As I said, we do follow the races and we know he should have won the race! We also found no problem getting out of the parking lot and we were back home in no time. This is one advantage to living so close to Dover.

I would like to thank you for your hospitality and please pass along the fact that we did enjoy the race. We will also continue to purchase material from Northeastern Supply.