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a County Contractor Services <br />& $ County mailboxes <br />1.8100'KOVACS LN UNIT 27 <br />HUNTINGTON BEACH CA 92648 <br />Phone: 714-878-3093 <br />FAX: 714-907-0644 <br />December 29, 2010 <br />City of Santa Ana <br />20 Civic Center Plaza Rm 429 <br />Santa Ana, CA 92701 <br />C/O Bruce Perret <br />Dear Mr. Perret: <br />This letter is to address the Total Quality Service requirements of the City of Santa Ana. We at. <br />Orange County Contractor! Services already believe and practice quality customer service. Our <br />workmanship quality and customer service has allowed us to keep busy even in these tough <br />economic times. We have shown our quality and customer service to the City of Santa Ana <br />Public Works Agency and a long list of other customers. Below, I will address the specific areas <br />that are asked for. <br />First, in regards to ON-TIME DELIVERY, we almost always deliver as promised. Sometimes <br />that means adding people and/or working late, but we do what it takes to get the job done on <br />time and on budget. We also don't make promises we can't keep, I believe that it is better to <br />under promise and over deliver. Second, as far as TIMELY RESPONSE, we strive to respond in <br />a reasonable time. By maintaining a good line of communication with key city personnel we can <br />determine the urgency of a job request and respond accordingly, Third, QUALITY AS <br />SPECIFIED is basically meeting the standard requirements. We try to exceed those standard <br />requirements whenever possible. If we do that little extra, people remember that and are usually <br />very satisfied. This has been a key to our success. Forth, QUALITY CONTROL is what is <br />important on every job. I personally check and recheck jobs to make sure. it was done correctly. <br />Finally, CUSTOMER SATISFACTION is meeting or exceeding the expectations of your <br />customer. i try to ask myself on every job "would I be satisfied if I was the paying customer". I <br />also.have the experience to correct and resolve any customer concerns or problems. <br />In conclusion, Orange County Contractor Services already does and will continue to maintain a <br />commitment to quality. We are excited to have this opportunity to bid and possibly work with the <br />City of Santa Ana on another project. <br />If you have any questions, please call me at 714-878-3093. Thank you for your consideration <br />Sincerely, <br />Edward Schade <br />EXHIBIT A-1 <br />25A-10