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V 4 -.�. Coirnfy Cot�tract`or rServic�s <br />8 e�r.�xe�,��� County Mai /bores <br />1.8100'KOVACS LN UNIT 27 <br />MUNTINGTON. BEAGH GA 92648 <br />Phone; 7'14 -87.8 -.3093 <br />FAX: T1 �4- 9.07 -0644 <br />December 29, 201 O <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 WoCks 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 -TLME DELIVERY, we almost always deliver as promised. Sometimes <br />that means adding .people and /or working late,_ but we do wha# 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 pf communication with key city- personnel we can <br />determine the urgency of a job request and respond. eccord.ingly. 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: 1 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 />Ln 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 Sarita -Arta. on another project. <br />If you have any questions, please call me at 734 -8T8- 3093:. Thank you for your consideration. <br />Sincerely.; <br />Edward Schade <br />EXHIBIT A -1 <br />